Intercom Reviews & Product Details

The ability to capture leads and classify them

steep learning curve with respect to campaigns

Lead management & engagement

Interface and zero message sent latency.

Till now there's no specific but yeah overall it's a powerful package.

Providing services to customer.

The variety of options towards prospects and clients.

The structure to organise lacks. Next to that you'll need to pay for every new feature.

Onboarding, engagement and adoption of the product.

Macros and functionalities that are available

In the ios app, sometimes macros will not work if they are too long. You will select them and they wont send. Also the webapp seems to take a lot of data and work slow or not at all if internet is not really good

Really useful for customer service help

I like its: - clean chat widget UI on the website - clean dashboard - separate bots section for different purposes - displaying lead qualifying data beside inbox

- It's pretty expensive, not so budget-friendly for small businesses. (compared to other chatbot builder alternatives) - It lacks flexibility while building the chatbot flow

I am mainly using it for lead generation and lead qualifying. The quality of leads has improved. It is not all because of the tool but the strategy we used.

An ability to integrate it with different systems, settings and interface customization

It would be great if Intercom settings could be a bit more flexible: - duplicated chats detecting rules - algorithm of inactive chats detecting - chat-bot settings

supporting our client, support agents' quality control, reporting, analytics and improvement of the support service work

I love all the ways my team can collaborate, add tags, integrate with our other tools, and track meaningful data.

The only downsides I've found are some slowness and inconsistency with notificaitons, and limits like notification sounds and WYSIWYG formatting options.

Intercom solves the problem of reaching customers wherever they are. Collaboration improves our customer experience and our team's daily experience as well.

Availability of customer service. The number of features available and how the tool seems to grow with the users. I also really enjoy the user guides, really well done.

I really need to have the possibility to upload articles in all the languages possible. And the CSAT, you should give more control to your users over the CSAT.

I like how everything is in one place and how I can pull out data (rather easily). I would also like to be able to play more with filters and have intercom automatically send their performance to my colleagues.

My favorite thing about intercom is how user-friendly the entire platform is. We've used Zendesk in the past, and when it came to onboarding a new employee, Zendesk always was our biggest learning curve. Intercom eliminates a lot of the hassle because things are just super easy to use!

There isn't too much I dislike. I wish the optionality to add hyperlinks was more visible, but that seems nitpicky to include. I also wish there was an option for "night-mode". I have most of my other programs and sites on a dark mode so it's easier on my eyes, but I can't find that option on Intercom :(

We're able to cut down the volume of inbound calls significantly and we're able to help more customers at once. Intercom also gives us awesome reporting, so we can actually see if we're helping customers better, faster, (stronger, lol).

Ease of use, extra benefits like Series and bots are so so important to our business, as are the plugins for other services

Sometimes we're finding it difficult to run our who ops support function via Intercom, as it can be hard to see all information in one place

We've moved our mortgage brokerage fully online (a traditionally phone- or in-person-based industry) – there can be no greater praise to Intercom than that

notification process, macros, and also the user's queries and information about their login time, last login. slip away feature is a very helpful feature to keep track of your user engagement

Multi-platforms for the same customers, also the way to assign specific users to specific agents, so also I think we should have the ability to ease this process so any user can do it

we're solving customer inquires about how to use the system, also if there are any system issues they can report through the intercom and then we open a Jira ticket and solve it

The main function of Intercom to handle all inbound email and website chat support is great for keeping everything organized and being able to have seats for multiple people on the support team. That works great. The Help Articles hosted portal is also a useful tool.

The tool itself is mostly great but we've run into confusion several times in regard to what level of which product grants the features we really need and it has been difficult at times to be able to get clear, timely answers from Support. Beyond that, for some (if not all) product upgrades or add-ons we *need* to talk to Support in order to do that instead of being able to self serve which has been frustrating because sometimes we need a feature quickly to support a project or a key date for our company + clients / community of users.

We have community members, app users, and clients from all over the world and they have multiple ways to ultimately land in our support inbox so having a central place to handle and organize and collaborate on everything is really valuable. We would struggle to support our community and product without Intercom or a similar type tool.

Easy and intuitive way to interact with your customers

Expensive Can't easily achieve more advanced use cases without using bots. API improvements would be nice.

Customer support Product discovery

Intercom provides a great interface for our clients to get support. Our industry is often used to phone support and, while that can be useful at times, the "ticket" style chat support with Intercom is a much better experience. It allows us to focus on providing comprehensive answers, gets us researching issues with more depth, and in general provides a better customer support experience.

While their platform has a lot of great functionality, there are some limitations they have around automation that are frustrating. We can't automate replies to customers based on certain events, their triggers are limited, and in general, it requires a lot of manual effort to manage customers on the day-to-day.

We needed an integrated chat software for our support team in order to provide faster and more detailed user responses. We've integrated closely with Intercom's platform and can provide a very catered experience to our support staff.

Series feature. Huge value from the automated messages that can be sent through different channels.

A lot of limitations in terms of writing an article for the Knowledge base (different colors for text, buttons, different shapes, etc.). Would like to see more features there.

Knowledge base and automated messages to our clients.

I like the bots, and we use this for support to give the clients an answer before coming to me. It's straightforward to set up, and you get a lot of help from the FAQ pages. the unique easy set up of an outbound chat to clients makes it effortless to contact our clients

That you have to do a workaround to get the dutch language for in belgium

Easy way of talking to our clients which makes a lot of time free to work on other stuff (you save us money)

The Inbox feature of Intercom is very well equipped. It helps our team stay on top of our inbound chat and email conversations, maintain a fast response time and make our customers successful.

The Articles module is not fully featured yet, so some areas make it challenging to use for documentation. The Outbound (marketing) module also is challenging to learn and understand in several ways, though it does suit most of our needs. Overall, I would say there is a higher learning curve for the Articles and Outbound modules than the Inbox module.

The main problems we're solving are: 1. Making client's successful through instant chat and email support - We're receiving more and more happy reactions from clients through Intercom's chat feature and the ability it gives us to create fast response times. 2. Helping clients when we are unavailable through the training articles - Using the Articles module we are able to provide clients with support articles and videos that are always available to give them the support they need even when we aren't around.

Intercom UI is very intuitive and allows customer-facing teams to map all the user journey from visitor to customer support. At Unbounce, we've been Intercom customers for over 8 years now, and we've seen the tool growing its messaging capabilities and our ability to interact with customers via different channels. They've always kept us posted on their beta releases and participate in many of them. Their customer support is top-notch, and if they don't have an answer at the moment you reach out, they'll get back to you a few hours later with it.

Reporting is not one of the product strengths. You can use third-party integrations but I always wished I had a better campaign/series dashboard to keep track of performance. Its marketing capabilities are still work-in-progress too: they recently added marketing attribution, but if they wanted to become a truly customer marketing tool, they still have a long way to go.

Customer marketing communications mainly. We use it to message our customer base. As a multi-user account-based model, we're able to message all users under an account. Also, both 1-to-many teams (marketing) and 1-to-1 teams use the tool collectively to handle customers throughout stages like onboarding and activation.

Chat system and ability to quickly answer questions with existing articles.

phone app chat not as fluid as website. Article interface, when adding to a collection not intuitive. You can easily forget to add to a collection because of the hidden window. Should be made part of the flow of a new article.

We use if for user support and engaging new prospects. Also providing clear and simple help docs.

Easy to use and intuitive UI. Some reports that are generated are helpful. Conversation rating is one of the metrics that we use to understand the quality of the conversation. The resolution bot is a cool feature and can be leveraged for automating as many queries as we can.

Resolution time calculation can be rechecked because sometimes it takes time for the customer to reply back and that gets added to. Hence, resolution time should be calibrated in the way that how fast the support staff replies to the customer. Also, there can be additional features for filtering the closed queries, like filter by date/rating, etc. This would have been super useful in my case as I am analyzing the past queries and have to manually scroll down to see queries of the previous month, every time I restart the session. I have requested this to the team as well/

Analyzing historical queries, how they were answered, the time it took to resolve.