Intercom Reviews: 4.5/5 — Highly Rated

Intercom has a lot of great features, however its interface is what I like best. The web based control panel allows smooth transitioning while handling multiple questions and requests. It also allows you to create groups and assign conversations accordingly!

It would be nice if there was a downloadable option. I do like the web based platform however when cycling through apps it would be nice if it was a standalone application.

I believe that intercom is an amazing solution to client facing and customer service. It gives you the ability to address clients directly on your site. I also like the fact that a human being is manning the intercom. This allows you to get some great help from someone knowledgeable about the website or product(s).

-Very intuitive and easy to use -Gives you a lot of options on how to format your message and when/how many to send -Allows you to strategically target clients to encourage certain behaviors -Has great customer support

-Wish there were easier ways to export information from Intercom and report out

-Targeting users in-app -Helping with user adoption (ie. using these messages to encourage healthy behaviors)

The UI was pretty easy for me to learn and in almost no time, I was able to answer a large amount of customer inquiries through their chat platform. It's also just a click of a button to escalate or assign an issue to someone else.

The app version of this slows my phone down significantly.

Being able to answer website/platform inquiries quickly. This makes it easy to document and involve team members to help solve issues.

We use Intercom to target clients who haven't engaged with certain features or who haven't logged into the site in a certain amount of time. Their UI is easy to use and intuitive, and the campaigns are easy to A/B test.

They are notoriously difficult to get data out of. Of the campaigns I've run through Intercom, it's really hard to see which are most effective, if there are any trends over time etc. I'm not a developer, but I've also been told that the API is difficult to work with.

How to reach a mass audience with limited manpower!

Ease of use and dynamic variations of messaging options. Support is accessible when needed.

Lack of reporting and ability to filter on customer sentiment/interactions with messages.

Onboarding, retention and customer awareness initiatives. Onboarding improved, but not to the extent we hoped. We were also successful in gathering customer feedback through open-ended messages.

Easy to use, great way to connect with clients, quick

management of open tickets, bad notifications system

connecting with clients about concerns/questions

How easily our customers can chat with us from within our product

The home page is a little difficult to navigate around.

Quickly and easily reply to clients concerns/issues.

The directness and speed of intercom is great - and clients love it being able to get in touch with us.

Only quirk right now is that creating education in-app blasts I cant use html snippets of code. The in-app education piece is generally v good.

Speed of support turnarond.

-The ability to get a team Inbox, and leave notes (that my team will see) on any message sent by a customer -Easy filtering options for each client and their respective companies -Non intrusive bubble at the bottom of our webpages -Easy integration with a number of different programs -Amazing walkthrough videos

-People often ignore the Intercom button after a while (could we please add sone other ways of seeing messages than the regular 3?) -As long as a conversation is open (even though it has been "seen" by me) I will see the "1" on my Inbox, making me believe I have a new message -UI could stand to be improved

-We can now track every user's usage of our tool, as well as make responding to queries much more efficient. We are also using it to onboard customers as they log into our tool for the first time.

I love how Intercom keeps all customer conversations in one place. I love how easy it is to use to respond to customers. I love the friendliness and helpfulness of the customer support team at Intercom.

I wish you could enter leads/contacts in one at a time when needed, instead of needing to import another CSV file. I don't like how they send you help centre suggestions while you're waiting for an answer from their help desk because the suggestions never match your actual question.

Intercom is a brilliant way for us to talk to our customers and keep all conversations (and conversational history) in one place.

Keeps all of the users details, actions, and data in one location. You can easily setup messages to be sent to customers, setup auto-messages and even full campaigns on Intercom. Super easy to build engagement and onboarding messages for a non-developer.

The analytics are not very good, it's not easy to know auto-messaging results and track over time. It takes me over 2 hours each week to get reporting for all the campaigns we have setup. Very time consuming and they don't look to be focusing on an improvement so this is bad at scale.

We use Intercom to make sure our customers have a place to ask in-app questions plus email messaging and we also use Intercom to have messaging sent out to all of our users.

The live chat has been a great success for our customers

We use Intercom for our customer support, and team management/routing rules are not there in a way we need.

As our organization has scaled, we have needed to maintain our high level of customer support. We've seen a more than 30% drop in phone support calls

I really like that I am able to send Gifs and Emojis to customers to give them a personal feel and to remind them that I'm human and also give them a personal feel

That it is hard to get notifications, without having the actual tab open, no chrome widget to let you know when new messages come in, everytime you go to check messages it only goes to your messages, not the new ones

Solving the issues that even ever a customer has a immediate issue there is someone there that can live chat and solve the problem. Helps with building relationships

I really enjoy that Intercom allows you to easily communicate with clients using chat or email functionality. I am able to quickly answer client questions and can see demographic and identifying information right from the interface. The interface is user friendly and we get great feedback from our customers when using it to communicate with us. Intercom is also a very fun way to interact with customers because you can add images, emojis, gifs, and upload all types of documents. I also really enjoy the app and the ease of use instead of it being solely a desktop user-friendly interface.

I don't like that there isn't an ability to tag conversations and create to dos within the system. I also dislike that previous conversations with clients aren't more easily accessible when they send you a new message. Sometimes they reference previous conversations and it takes me way too long to pull it up. In my role, we have under a 10min response time but Intercom's support takes a few hours, which can be frustrating at time.

We use Intercom to communicate on all levels with our customers. Having a centralized place for communication makes our jobs that much easier. It is accessible from our platform and on our end we have access on our computers or phones so we can quickly answer questions and troubleshoot client concerns or problems. One of the biggest benefits is that users do not have to create an account or anything in order to communicate with us.

I like the intercom chat window that allows me to chat with prospects who are logged into a trial.

There is a lot going on in the main dashboard. For an infrequent user, it can be a bit confusing.

We are using Intercom to engage with prospects who are logged into our platform.

Intercom is a great tool to guarantee great levels of customer support. It makes us connect with our users easily and effectively. We value the engagement options, the possibility to tag and track our users and clients.

Sometimes, the interface has some bugs and becomes unresponsive but this happens for a few minutes. They could improve some features such as the possibility to rate our customer support after we close a ticket for example.

Great for customer support, engagement and user experience.

A relatively easy to integrate chat tool. The fact that our customers have immediate access to us is great and that we can use it with Zapier is extremely beneficial.

Managing contacts within Intercom can be a little cumbersome.

This creates immediate customer engagement with our team. We are able to respond quickly to requests and questions and it allows us to be an active resource for our clients.

I like best that it's easy to use to do the things you want to do. It's pretty much as simple as any other alternative to use. In terms of features

The only thing I dislike is that they haven't done much in a while on better segmentation, auto tagging to help you chop up the section that you want to and engage with them/ trigger messages to them based on updating contextual factors. One of the things I love the most is automating onboarding, and ongoing customer success to help educate and provide for users at every turn, I don't think they make this as easy as possible, which has had me looking at other solutions to compare.

1. In application live support/Chat- support made easy 2. Automated customer success/On-boarding- auto-triggered messages 3. User insight and analytics- Quick go to for checking user analytics, activity etc to help with understanding and tending to needs or requests. 4. HelpDesk- too early to say

What I like best about Intercom is that it's super easy to communicate with customers, and track all conversations. We use Intercom for tagging customers and pushing out email efforts based on their use of our software and how they've been tagged. For support chat we have several form responses which optimizes our response time efforts. The support from Intercom is excellent and they tend to roll out new features and improvements on a regular basis.

The email feature does not allow for cc and or bcc from the user, but customers can email users with cc/bcc. Building out automated messages takes a while to get the hang of, along with using filters.

Intercom solves all of our support communication needs and marketing email campaign needs.

The chat function. The ability to chat with our users without forcing them to leave our app. It's very simple and intuitive to use. Our users overall are not the most adept when it comes to using software, so having this channel of communication open for them is a lifesaver.

I wish the tagging features were more robust. Tagging conversations is very useful for us, especially when it comes to product feedback. I wish there was a separate interface to sort through tagged conversations

Mainly, we're triaging issues that our users encounter immediately after they experience them. Our users are familiar with our reps responding through Intercom, so they never hesitate to reach out to us when anything happens.

It has incredible customization. Love the smart campaigns and the ability to quickly get up and running.

Would like to see better documentation on how to ensure that your user base is up to date.

We are using for support, website visitors, and being a quick product knowledge expert

Intercom is my most often used software, I use it every work day for 80% of my time. We manage our support operation & drift campaigns thru it, I follow their blog and I tried all the bit of the product so far. The biggest handicap for Intercom is the lack of the reports especially for the support operation. And apparently they are doing a great job with their pricing strategy -which I really hate- because we started using it for around 100$ a month and now we are paying at around 2000$. But we are happy with the product and how they are improving themselves. I am sure they'll slowly get to the reporting as well.

They are too expensive! Plus, they have a 'event' limit of 120 which is not enough for us at all. And their integration network with other products could be better.

Through managing our support operation & drift campaigns with Intercom, we are making sure our users are getting activated with the right triggers and getting the support they need from the team.

Intercom has been a great bonus to both our existing users and potential clients browsing our website Giving potential clients the ability to ask us a question with a single click of the mouse is a great value add.

I appreciate the multitude of messaging options available to me but it is definitely a slow learning curve to figure them all out.

Intercom has allowed us greater access to educate our users, provide them with tips and tell them when we've done updates. At the same time it is also a benefit to us because it gives potential clients immediate access to one of our sales people if they have a question while browsing our website.

It's a much more intuitive way to interact with your customers. Our business thrives because of our personal connection with customers and this helps us keep that connection strong (and smart!).

The "apps" configuration is pretty confusing and the pricing also gets really confusing. I would like simpler options for both.

Lack of a quality live chat that works across multiple sites and lets us have multiple employees helping solve customer pain points.

Very user friendly! You can do a lot with Intercom, and the

Sometimes finding certain features is tricky, and not very prominent. For instance, where you can design/code your own email is not so easy to find. Would also be great if the search function can find everything, including features!

Drip marketing, email campaigns, customer communication. These have allowed us to get customer feedback to help make our platform better. It has also allowed us to interact with customers more and provide feedback to them as they use our platform.

Best part is integration and UI. It's really a great experience for the user. Way better UI than competitor products. Wish it had a few more CRM features, like enhanced tags and analytics. But we are satisfied overall!

I find that the tagging system is not as robust as other CRM products. Analytics are also a big lacking. They offer more via API, but that requires engineering work to get this accomplished.

Customer Relationship Management with users and leads.

Very simple to integrate with your platform and website. You dont need to waste any time and energy in trying to figure it out.

As of now, nothing. As we scale I will have better feedback.

Incoming and outgoing conversations with our clients.

I like how easy it is to segment & message particular pieces of our audience.

I don't like how I have to work with a developer to get them have certain things tracked in Intercom.

I use Intercom to communicate with certain users who fit into a segment, whether it ranges from app usage or plan level.

The interface simplicity and focus on essential parts, Intercom doesn't try to house all possible features but rather make the ones they have the best they can. User filtering/segmentation and profiles are so crazily handy for getting early numbers after releasing a feature, or getting your MAU/DAU, it's tempting not to send a request to the data team for some queries. It's almost as good as existing data tools such as KissMetrics. Communicating using auto campaigns is awesome for growth hacking and generally just communicating with existing users. The reply mechanism which pushes user replies to campaigns directly to Intercom w/o having a unique email address for that is a breeze.

The product could use a behind the stage revamp to ease up speed, sometimes you just hang around waiting for a page to load even tho you don't run a search/query but just need a button which happens to be in a "data-heavy" page. Tagging users is handy most of the time but unreliable most of the times. The process is kinda tiresome where you have to import "new users" from a CSV and then tag them (tho they're already in your Intercom DB) and even then Intercom somehow always misses some of them and you end up with less users tagged. It's a real bummer you can't have auto messages happen more frequent than once an hour, sometimes you wish to auto email users immediately after an experience (like a customer phone call) and this misses it out.

As a product designer and manager, Intercom was my go-to place to crunch early numbers after shipping a new version or feature and generally saying the status of user engagement. It's obviously also and mainly used for communicating with users, mostly via auto campaigns (all sorts of drips, growth hacks and feature announcements), but I found it most usable for its quick querying abilities.

Personalisation and customer focus. Real time customer contact and the ability to share support immediately between teams.

The android app needs to be given more functionality. Pricing is fine now but I've seen others scale and really question this.

Verbate.co is a video survey platform - and whilst results are outstanding, getting great results often takes a little education, coaching and communication between the Verbate team and new account holders. Intercom lets us do that at every touch point - and our customers love the personal touch. As a team, we all sit across customer communication emails, and if one of us is away, no problem, the rest of the team can jump on and sort any issues. Our advice. Try it. You'll never go back.