Intercom Reviews: 4.5/5 — Highly Rated

I like how you can view other users' conversations and that the previous conversations are right on the screen when a chat has been transferred. I also like how the "closed" conversations are kept for reference.

This client sometimes seems too basic. I would like more features.

With technology being so popular, many people use websites as a quick way to reach companies. We are realizing that a lot of our customers prefer to chat for quick questions or pick up requests.

Customers can easily get in touch with the support team via the chat portion that exists within the product.

It's not the most ideal solution for handling a high volume of customer support issues. If there was a dedicated support ticket system as part of the solution that would be a bonus.

Product inquiries and some support related items.

Affordable, easy to use with decent features.

As this is a start-up, support can be flaky.

We were looking for a decent live chat and email marketing platform. Intercom provided solutions for both.

I like that it allows you to communicate with users in real time and that you can tag users base on specific events which allows targeting and making lists to communicate with specific subset of users possible.

The targeting is very limiting. The real time communication can end up being a huge mess. We've had users report that they can't keep track of which chat thread is which on their end. Every time they open a new chat window if they're on a different screen, rather than centralize the discussion, intercom creates a new thread. Threads don't always retain their history so discussions can get lost in the noise. If users reply via email, the formatting is difficult to understand because it pulls in all the history. There is no reliable way to pre-set status so that users understand certain context of messages or chat availability.

It has allowed us to quickly identify users we should communicate with, have real time discussions, and enabled us to receive numerous feedback from users that would have otherwise been difficult to obtain through other channels.

Great Design: Super user-friendly and really encourages users to use and receive support frequently Easy To Implement: Just some light code.

Constantly Has Outages: Don't know how other reviewers haven't mentioned this. In the past month alone I've had 4+ outages that lasted over a day. During these outages, customers would submit via Intercom and their submission was never logged! Completely unacceptable.

Intercom is attempting to make customer support easier, and still has ways to go.

I appreciate the user-friendly interface of the intercom, resembling a dynamic two-way chat rather than a mundane email-like conversation.

The reporting and managing the conversations is not easy on intercom. There are no predefined fields to map the tickets. They mainly use tags and tag is not an efficiant way to put a ticket in particular boxes.

Intercom solves various communication challenges by providing a centralized platform for seamless customer interactions, allowing efficient real-time conversations, personalized messaging, and comprehensive user data tracking. This benefits businesses by improving customer support, enhancing engagement, increasing conversion rates, and gaining valuable insights to optimize their services.

The live chat feature is good and our customers use it frequently. As a small support team we are able to triage inbound chats efficiently and with ease.

When it comes to account management and billing, Intercom is terrible to work with. I have tried emailing and calling our relationship manager and can never get through. When they need something from us though, they expect an immediate response.

Live chat support embedded into our application.

Simplified inbox, not too many colors or confusing syntax

The API could be improved, or rather could be expanded comparing to other platforms there's a lot of functionalities that I expected but didn't see Also, customer service takes a few days to respond

Automations with the new custom actions api

We could see the tickets and new what needed to be addressed

Reporting wasn't robust enough, we wanted to be able to see more and better insights

Helping our customers! Benefits were streamlined communication

Ease to connect to our data base and site.

The Knowledge base software is basic at best and horrible interface.

Using for support, knowledgebase and in app banners

I like the Natural Language Processing and the overall UI

It lacks customization from the development side as far as Webhooks and API calls go. Access to operator bot directly to provide responses supplied from ourselves through the API would greatly increase the value of Intercom. Also the pricing is ridiculous to allow us to change the launcher icon. We would rather have a "Powered by Intercom" that is static at the bottom of the chat window but charging an additional $6000 to have access to change the icon is overboard.

Providing quick support and helpful articles but again this lacks so much functionality that we expected when this was demoed to us.

Simple web interface, good uptime, notes on conversations feature. Easy to understand without huge amounts of training

There were several times that Intercom would end up on blacklists to some client email systems so your email would end up in the spam folder. There were also issues around the types of attachments that you were allowed to download. So spreadsheets were not able to be downloaded for instance which became a major problem when sharing complex information.

We were using intercom for customer service and support which isn't it's core business which is much more in the area of sales and marketing. This showed in how dificult it could be to initiate contact with a client. This issue has now been resolved by the Intercom team.

Great for in app messaging and sending triggered messages. Does loads all in one place. Live chat, help desk, product tours, user segmentation and more.

Nothing is easy to do and you always need to double and triple check any message that you are sending out to make sure it’s going to the right segment of users. Closed tickets don’t stay closed if the ticket request replies to your email with a new separate issue, bringing with it potentially months old questions that have already been solved. There’s also no ability to merge duplicate tickets that come in from the same users.

Using it for live chat and email support primarily. It’s really handy for sending out in app product updates.

User engagement metrics and filters to get lists is good but nothing outside of what other similar tools can do

Its hard to clean data (delete old in mass, add new, join, etc). Also many contacts get associated to the wrong accounts and it's frustrating. Finally, they are trying to be CRM, email marketing, platform usage tool and I feel they don't do anything great.

Mostly user engagement and platform usage as well as communication. We do get usage metrics but that rate of noise is high and no easy tools to quickly clean it

I like the idea of the bot and how it can improve our customers' experience. I also find the platform easy to use, to navigate and nice to look at. The Intercom Staff always responds to me quickly and efficiently. I like to use it overall and I can see its potential, but it's not quite there yet.

The bot does not work as well as I would like to. The Intercom staff have looked into it for me and said that the issues I had were due to bad design. They will look at improving those, but at the moment it does not work as well and cannot be customised as much as I would like it to. I find it hard to find where to go to customise the bot and options as well. I wish there were more options to customise its functions. There is no way to capture the email from the beginning of the conversation and although they are currently trialing it, I believe this is something that should already be part of it.

It is a great platform to use as a team, the round-robin ensures that the workload is spread fairly.

I do like that Intercom is constantly working to improve their service and really listens to their users. The platform is really easy to figure out for someone who is not familiar with a Help Desk.

Intercom has an extreme lack of communication and the reporting needs a lot of improvement. When as issue arises, it is up to the user to become a detective to find out the issue, rather than Intercom sending out a chat or message to its users informing them of the bug.

Simple issues of people needing help.

its very user friendly, support is awesome when you need assistance. I never really experienced any outages with this product as well.

There is too much on once screen, you can fill overwhelmed. We were replying to workers in 14 different cities and notification were popping up left in right. If there was a more organized way of receiving the notiications, it would make the service much more awesome.

Quick chat with workers who need assistance. It was quick compared to communication between phone and emails.

The ability to send automated campaigns - my Customer Success team uses Intercom to proactively manage feature usage among our user base.

There is no way to report on the effectiveness of our campaigns. We send a number of proactive outreach campaigns to our customers, and we are unable to generate a report from Intercom that allows us show how many of our customers took a suggested action. When we asked their support team, we were told we need to integrate with a BI tool.

I head up the Customer Success team at my company, many of our Programs require a level of automation that we can achieve through Intercom emails and in-app messaging. We integrated Intercom with our proprietary tool (CRM) and send automated email campaigns to customers based on feature usage. We are able to set specific send dates, and send campaigns to a specific cohort of users based on how they are interacting with our product. I also appreciate the ability to use the A/B testing feature to ensure our content is capturing the attention of our target audience. The frustrating part of Intercom is not being able to pull reporting on each of these campaigns. I am unable to communicate to my CEO how effective our Customer Success Programs have been, which is a huge downfall of this product. I would imagine most companies needing a light marketing automation tool still need to pull reports on their campaigns.

SMS-like chat interface. It's beautiful and engaging. The Operator bot is helpful in increasing conversions

No true office hours settings. You can set office hours, but it is still going to greet every site visitor as if you're online. We have had a lot of people complain on the chat or leave altogether when they realize they've been tricked into a conversation.

We have 19-21k monthly site visitors, and have 2-3% conversion rate. Trying to interact with more users, plus provide a channel for them to reach us quicker than email/forms.

It was simple and aesthetically pleasing at the start. However, I disliked their automated proactive intercom pushes when I was trying to log in and respond to a customer. They just got on the way at the wrong time.

However, they separated their support and acquisition products into two different products, which is nonsense for some startups like mine. We wanted to do a pre-survey on our unlogged clients because we have two distinct type of users, and unlike their competitors, they did not have that option ready.

Customer aquisition and support.

I love the potential of this app; however, the execution is lacking, and the setup is abysmal

real-time conversating with client prospects or customers and Intuitive AI-driven responses to practical questions

It allows us to redirect service requests to one end of the spectrum and filter sales opportunities

The best upsides are the library and app integration those really help.

Some of the hotkeys in intercom interfere with normal typing ie. I am typing a message quickly and then suddenly the chat closes and I have to reopen it and type the message again.

The integration of upscope does help assist customers having technical issues.

Easy, intuitive to learn basics. You can learn the basics without much training

All the basic support things like SLAs are behind a major paywall

we just needed a CRM to use and at the time - Intercom was the most cost effective for the size of the business.

Very powerful tool, but without support and expensive additions it's not worth it.

Absolutely no support, you will wait weeks for a response and usually they try to pawn you off eventually on their help community.

Live support with customers, which is laughable bc Intercom is terrible at support for their customers.

Be able to send the bulk messages. Tagging is somewhat helpful.

Too heavy and stop working frequently. Garbling happens a lot especially when using Japanese (I guess other languages than English). Sending errors happen frequently and couldn't find the root causes even after the investigation of the engineering team. The interface is not user-friendly, for example, we can't easily change the size of the insert picture.

We don't solve the problem but simply send the bulk messages.

The ability to respond over mobile and use macros.

The inability to use macros while using mobile. How all users of the platform are visible to all users. The inability to simply view unread message count on mobile as depending on the last action it appears that new messages have arrived.

It allows prospected to ask questions with little friction, it's easy to use, and the ability to answer questions anywhere thanks to the mobile integrations.

There are some cool new tools like series and mobile carousel that have real potential to help bring people through our workflows.

It is very hard to get in touch with support or get an answer to any questions. You would think a company designed to offer support software would have decent support... that is not the case. Currently, I've been waiting for a response to a single question for a full week, and I've followed up twice. Very frustrating. Their email builder also requires HTML or jss coding for templates, which is not ideal. Most email platforms have drag and drop editors.

Our support team uses Intercom to manage tickets and respond to users, which seems to go well.

It's useful for setting triggers and notifications when users take certain in app actions, and the chat functionality is easy to use.

2 things that have made us actively be searching for alternatives just a few months in to a contract: 1. The support once you sign up/pay is awful. I mean really, really awful. We were promised a dedicated account manager and as I write this I have just sent the fifth message in 19 days asking how I can speak to this mythical account manager, and still haven't heard anything back from anyone at Intercom. Not sure this person even exists. In addition, we've reached out to the billing team to resolve an issue with a our card (every time intercom tries to bill the card the bank freezes it, and they keep trying to bill it again!). They send lots of messages threatening to cut off the account if the issue isn't resolved soon, but haven't actually responded to a single one of our messages trying to resolve it... 2. The price becomes unsustainable very quickly. We pay thousands of dollars already and this will probably in a year or two be tens of thousands based on our scaling. The product is good, but it's nowhere near the level of good to justify that type of cost.

Customer live chat and sending targeted messages during SaaS onboarding.

Overall, I like the support features provided, the messages and campaigns are easy to set up

The messages & Campaigns pop up are blocking our users from the platform and website, they can't close the pop up which is very confusing and annoying, unfortunately when reached to support I was help for 2 days with no response in addition they did not care to solve the issue and went on closing the case without solving

Easily manage Support, Send messages to our users as what's new or updates in general...Did not like the onboarding experience on Intercom

The platform does what you need it to do, well.

The price is very high for what it brings to the table. Support is non-existent.

Intercom is a vital part of our customer support management.