Intercom Reviews: 4.5/5 — Highly Rated

Intercom is easy to navigate.When using Intercom, it is uncomplicated to investigate as the history of the case will be shown once you press "ctrl+ shift+ E". It's also easy to distinguish the chat and email due to the icons.

There's nothing much to dislike in Intercom but I believe that there is a room for improvement. Sometimes the tool has an issue, it does not work and it takes time to load.

Intercom helps us filter the cases we are receiving. It has an option where we can transfer the case to the designated team who handles a specific type of concern.

What I like the most about Intercom is that it gives us a lot of opportunities to make our interactions easy; we can leave notes exactly on the conversation to allow a few people to see and collaborate for a better solution before responding. We also love the way how intercom keeps everything in good record so we can easily go back and look for the conversations needed for our references.

I have nothing wrong to say about this app, in fact it is great to have this experience with the app and it made our work easier and convenient. I wish we could have a better way to check all the contact history of whose agent handled the case before.

It solved our concern with regards to the templates and Macros, we are able to properly automate the emails we are sending and schedule the response needed for our consumers.

The setup guide of Intercom is excellent and I love the simplicity of the interface where everything is in one place. It's amazing how you can talk to both your peers and customers at the same time. One feature that I like is how the enter key is not active to avoid unwanted message to be sent accidentally.

The only minor issue I have with Intercom is that sometimes, my chat will end when I press a certain key combination, of which I am not sure what it is. But it's great that you can immediately reopen the chat conversation. Other than that, I am currently unable to come up with any downsides to using Intercom.

Our team can more easily manage our queues because of the visibility it provides. While being straightforward, the chatbots are efficient at responding to customers' general questions. All team members can also see conversations and collaborate easily thanks to transparency.

The Intercom is very helpful because we can easily communicate with other people if we have concerns or need to inform them about a specific matter. Also, I like that we can monitor real-time all the chats and we can easily assign and unassign it on the specific person.

Intercom is very hard to use when you use it for the first time, It's not user-friendly at all. And it may lead to some confusion for us. Maybe, it's better we can remove unnecessary things.

By using Intercom, It helps us to confirm some details and information that we need with other people. Also, it's very convenient to use for communicating with other people.

Easy to use. Easy to navigate very user friendly. Can be open it into multiple tabs.

Too much filter can be overwhelming sometimes

It makes our daily task easier such as comunication with the customers

Intercom is very user friendly you can easily switch the channel you would like to use between email and chat. You can also see the rating right away. Unlike other chat platform, it will take a while to be able to see the ratings.

For me, I think the feature that needs to improve with the intercom is to have the ability to change the channel because what I noticed is that, when the customer responded via email, we can no longer respond via chat even though they initially reached out via chat.

Customers have the option to send an email, or chat with us using one thread only which helps us to see previous conversation easily and we can assist the customer where the previous agent left off.

It is so organized. All of my accomplised task are easily tracked down. Also It is very user-friendly to navigate. Having an inbox also allows me to manage easy.

I can't think of anything else because it is designed so easily to navigate and it is not so intimidating to use.

Being able to solve our customers' concerns over this platform is so beneficial since I can multitask such as call the guest and the same same time chatting with other guest.

It's my first time using Intercom in my current company and what I like the most is, you can navigate this tool easily, and you are able to use both chat and email in just one place.

I don't see any other downside while using the intercom, aside from creating some Macro (Spiel). When an update happened last year, the ability to create a personalized macro was removed and I am not sure if that was being taken out by our company or the Intercom itself.

Intercom is the tool we use to communicate with our clients, and it is very easy to provide them with the support they need as we can navigate email and chats in one place.

What I love about Intercom is we have a visibility to all of the chats and emails. This way our team can work together and can follow up any pending emails. All emails is visible to our team so we won't need to wait for other staff to come from their off just to follow up an email or chat.

Well, maybe we can have an option to snooze a case to certain channel without reassigning it to others. I find it hard to snooze a case to a certain channel when all of my colleagues are active as it will just end up on their bucket.

It helps ou team to follow up a pending case whenever the other staff is not available. The software allows the team to have a visibility to all the upcoming emails and chats. As well as the previous cases we have handled.

I have been using Intercom for more than a year and excellence to everyone who started this tool to make people's lives easier. Easy to navigate, very user-friendly that even people who use this for the first time will not have a difficult time navigating everything. No need for a specific training. Terrific tool!

I just had a bit of a strenous time finding where to add another email address where I can forward an email. This feedback is for the latest version of Intercom. But over time, I was able to find where I can do such.

Intercom solves the clutter by categorzing which one should be in the email section and which one should be in the chat section automatically. Very efficient! Very systematic!

It's very easy to navigate even for beginners. It allows chats/emails to be easily managed by snooze functions. It's also efficient to assign chats to different teams. It's the easiest communication platform I've ever used.

There are downtime sometimes but is still manageable considering that all systems experiene the same. All in all the system is working as expected. I can't think of any other feedback.

1. It integrates email and chat function so instead of using 2 or more applications for each, it allows you to only use one. 2. It allows assignment of chats to different teams as easy as one click. 3. With emojis, it improves customer communication resulting to greater customer interactions.

Intercom is user friendly. I like the keyboard shortcuts that can be used for this app. It makes it time efficient.

What I dislike about Intercom is that under "attributes" there are too many drop down options. Maybe this can be lessen into other part of the app.

Intercom is helping us assist our customers proactively. It is very easy to use and allows us to be more productive.

The interface is user friendly, well organized and easy to use. Every button is very useful and the sleek design makes it enjoyable to use as it is easy on the eyes.

Recently, I am experiencing lags on the Intercom. While using the app, there's a time that it will stop and even if I click another button it takes a long time to respond.

It helps us to easily communicate with our customers through chats and emails. We also receive customer's account information on Intercom everytime they contact us and it's easier for us to support them as this tool is consolidated with our other tools.

It is a faster way to send messages, with real-time access to CSAT and lighter support volumes and the only platform to combine the power of automation and human customer support.

The page where you must send a message has some delays as it took a long time to load.

It improves agent experience. Customer satisfaction has increased. It helps to resolve every guest's concerns, which can often be more complicated. This allows businesses to grow.

We use Intercom on a daily basis to chat and email our partners or customer, and assist them with their concerns and requests. Using Intercom to interact with them makes our job so much easier.

There's not much to dislike about Intercom, really. If anything, it's the fact that it automatically times out if you become idle for a certain period of time..

Recently, Intercom has updated the automation section which gives us the ability to create custom answers and this really saves us so much time as we don't need to manually type everything.

Very easy to use, easy to navigate and user-friendly tools. Also, its easy to find the previous cases you handled and the option to have two kinds of interface is really great. (Light and Dark theme)

Updates may be lost, updates may be rejected by intercom because of server side exceptions, or mysterious thing called "concurrent updates" when there is just a single update.

Intercom is overall a really good, professional product. They have great quality of support, good training material, and they still keep releasing.When we were first started using them, they were flexible, had great customer service, and seemed genuinely invested in helping us succeed.

It's very easy to access, and it's very user friendly. I like the theme as well.

None so far. I found intercom really useful.

We can easily communicate with our guest. It's easier to rwach out to our guest by means of sendinf private message or email.

What I like about Intercom is that it is easy to navigate and user-friendly. I also like that the UI itself is easy to understand. It is our main tool when doing chats.

Honestly, I am not sure what to dislike with Intercom. Maybe not dislike, I would say Intercom needs to improve or enhance its look itself and it will be a 100%

Problems that Intercom solving is our company engaging or assisting guest and our chauffeurs. That way, we are like a third party communcation with the guest and the chauffeurs.

Its ability to provide personalised messaging and support, its automation capabilities for handling routine tasks and its integrations with other business tools - they're also ahead of the game with AI

We're a smaller business, so the costs around having the platfrom and additional costs for extra features. Some issues with the customer support team - such as slow response times / difficulty getting in touch with a representative quickly

Enhancing customer satisfaction and loyalty through personalised and timely communication Increasing customer engagement and retention, leading to improved lifetime value Streamlining customer support workflows and reducing response times Automating repetitive tasks, freeing up resources to focus on more strategic initiatives Provides valuable data

I personally love the easy navigation and the friendly user interface of the Intercom chat. It's so easy that you can do multi-tasking with multiple live chats.

Not totally dislike, it's more like a system bug that happens sometimes. When the customer's reply will took a couple of seconds to load than usual. It's quite normal for me, considering the multiple live chats. So I would just refresh the intercom.

Receiving multiple live chats, but I find this beneficial that could help my multitasking skills better.

I love that you can use chat and email simultaneously, and you don't have to use two sites and go back and forth to talk to your customers. It also has a nice look, and it's customizable to your liking with the light and dark themes.

As of the moment, Intercom only provides the best services I can need to communicate with my customers. Hopefully, there can be more themes with different backgrounds and colors.

It helps me to be in contact with customers in real-time and it helps me to help them as well as soon as possible. It also helps me to work more efficiently since I don't have to use multiple sites anymore.

Intercom is a useful tool in terms of communication. It is excellent, user-friendly and easy to navigate, which makes it easy for anyone on our team to use. The features are great and save so much time.

Not a dislike, but it would be even better if it allowed for multilingual communication. There are some instances of downtime where it can cause a delay towards work.

The fantastic feature of the product tours, tooltips, and live chat helps us get in touch with our client much better. It resolves issues faster and boosts customer satisfaction while reducing team workload.

It is user friendly and definitely meets the business needs of our campaign

Nothing really, but perhaps we can innovate it more by providing access to reports such as the ratings the partners gives out

This help us communicate and provide internal resolve to our users. It gives us ease on how we can transfer information and provide necessary help to our users

It makes the job much easier as the features and overall feel for Intercom are great. This tool makes me more efficient and effective at my job. Intercom is the best.

Honestly, there's nothing that I can think of that will make me dislike Intercom. So far, this is the best chat tool that I have ever used from all the years I had with the BPO industry.

It makes the job easier as you can see all the information you need with the chat interaction that you have. All you have to do is to just check each and every detail that's available on the Intercom screen.

What I like in Intercom most that it is easy to navigate. Macros are easy to create and access. Most importantly the access for the Dashboard as this is a great addition to monitor the Agent's handled cases.

There is nothing to dislike in Intercom since it is a fully integratable program. All I can say is addtional improvement on extracting the reports and other helpful data.

Intercom is solving the issues regarding the traffic of the queue's we receive. Intercom's chatbot is easy to configure and they can give a good response. Using Intercom has been very beneficial to us.

The functions such as adding article and own response is very helpful. Which makes the user works faster and efficient.

Everything works perfectly fine and couldnt think of anything to improve as of the moment. Devs continue working on the software as well.

Customers and clients reach our company faster and resolves their concern in most convenient way possible.

The way the system is designed made it easy for me to use it, especially for someone who has not used them in the past or has no background whatsoever. Very user-friendly.

I wish we can have have a real-time tool to monitor incoming and outgoing traffic of cases/interactions (forecasting).

It makes it better for users to interact and contact customer support without using their land-based phones as long as they have a smartphone connected to the internet.

Intercom is helpful in our business in improving our customer service. Intercom also the best when it comes to see if the customer is satisfied with the response.

The intercom's least helpful thing is when it is being used, it can become a bit lag due to a lot of chats. To have this solved it needs more updates in the UI.

A lot of our customer and partners are having problems in using our own app. Here is where we can assist and navigate the app. This is the way we use intercom in our business.

It's fast, versatile and straight forward. Creating your own macro makes it easy for you to constuct replies which you often use without having to copy it from another platform and paste it to your Intercom.

I feel like it tends to show some delay during a specific time of the day like for me, it happens right around 9:000 AM aest. Probably a lot users like me are working on our Intercoms during that time.

Communicating with our customers through email or chat. Intercom saves time for a lot of customers for us. The fact that it offers an option to snooze the chat or email without needing for them to call and the convenience of it being asynchronous gives us opportunity to deal with more customers at once.

Easy to use, one of the most useful applications in the industry.

Hotkeys take some time to get used too. Other than that nothing.

Interacting with our users helps us resolve their issues.