Intercom Reviews & Product Details

The interface is user-friendly and easy to navigate.

The notification settings are a bit tricky but manageable.

Being able to provide solutions to our clients. I like that the recap is sent to clients for future reference.

It has been a great product for providing real-time support and has proven to be a saviour for various businesses.

The Design can be a little more attractive as compared to what it is now. It will help people to spend more time on the site as it would be more visually appealing

Intercom has helped me to provide support to the clients in realtime and the options to share files and documents have made things more easier.

Integration with other sytems and customer service.

I wish it had a dashboard to give real-time activity.

Currently using intercom to solve customer complaints and issues. It's a great tool to funnel all communications.

The macro features and the idea is great. It makes life easier.

I need easier options to access more people quicker. The notes section could be a little bit better. Sometimes it starts laying when opening other conversations within other conversations on the right side.

Reaching out to people is much easier. We have a company that includes contacting other users on a daily basis and it is sooooo easy to do with intercome. Best so far.

Very simple product to configure and use day-to-day. Intercom really understands the core jobs that their customers have to complete and innovate relentlessly around making these more efficient to complete.

There isn't much not to love about Intercom. The only item that could be a deal-breaker for some businesses is the price of the product. In saying this, if you're able to use the platform to its full capacity, you get your money's worth.

We handle all of our inbound support enquiries through Intercom. This includes using the resolution bot to automate basic queries & triage bots to direct critical queries to the right team.

I like how easy it is to use. The interface is very organized and straighforward.

I dont dislike anything. I will say that sometimes server errors do occur when using it.

We are able to provide technical assistance to end users. I love the benefit of being able to create macros that are ready to use for a quick reply.

The macros are by far the most useful tool in intercom allows me to save amazing responses and give them to customers quickly. Intercom is very easy to use I love using it to communicate with customers allows for quick solutions.

Seen receipts so customers can see if I have seen their message which they will think that I am leaving them on read and not going to get back to them. also same emails and names able to open up duplicate cases.

solving problems with our system in intercom. The benefits are can get across messages quickly as it's a live chat cases can get resolved very quickly which works amazingly for me.

the prompt response from the team, and the consistency of the quality and friendliness of the service no matter who handles your question. I also appreciate that whoever works with you stays on the case beyond the original subject of the original question.

I wish I was able to have a audit feature to know which one of my users made changes to other users accounts, removed articles, etc

1) providing friendly technical support 2) being able to easily mold the service to leverage bots and work with a small support team 3) being able to access metrics and make quick decisions based on the data available

Intercom is a very complete tool, that allows Customer Sucess teams to connect to clients and to be better every day. The webinars, blog posts, and academy are very useful, especially when starting working as CS.

I would love that this new Intercom interface allows outbound messages. Also, the match conversation is not always perfect.

Communication with users, reporting, and improving KPIs.

Everything in one place to address your customer needs immediately where they are--the website, email, text etc. splendid! I really have not used others, so I would say this experience is not rushing me into another product. I am quite enjoying the simplicity and functionality

Still figuring some of the features out. I am not the developer of the tagging structure or maintenance keeper of our customer list, so my access is relatively limited. I think setting these up right from the start, however, contributes to the success of useability, and I believe all the means to successfully manage a list are streamlined here.

Currently, I'm servicing customer support inquiries and distributing updates via Intercom. It is not integrated with our slack channels, though, I believe it could be. I think most of our team lives in slack, so having them come to Intercom has been a minor item to address. If it were, the expedience in receiving and answering customer questions I think would be solved.

Coworking, very easy to use, can automate everything!

Can be quite expensive. But you can apply to their startup program

How to manage the relationships with our customers and how to get more leads

the macro responses help to answer customer's questions

Nothing is missing. I have all the information needed

responding to customer's emails

Have been using Intercom for the last 2 or 3 years, it's a great all on one platform for support, sales and for email marketing. The Intercom are also very responsive and are willing to help to resolve all of your issues!

Can't think of anything! Everything has been going well.

Our customers have been very happy with the chatbots as well as the ease to communicate via livechat or email fallback.

The ticket handling is the best part. Intercom makes it easier to locate professionals and partners using, even a small bit of information. The Quick links are good.

No additional tag or link in Intercom, regarding current updates made in the Instawork application, and the organization for handling certain tickets, along with any future updates that will be ramped.

I am working pro payments inbox, clock-in, and clock-out. The benefits are locating past conversations for certain tickets to see, how we can assist the members on Intercom. Again, Quick links are a good benefit as well.

There is so much to love about Intercom, though generally, this support platform allows our teams to give the best customer experience. As someone from the Sales team, Intercom enables me to win deals through a customer-centric approach!

1. When I just recently tagged someone, the only time I get to see it in my mentions is if they reply to me. If they haven't replied, I'd have to manually search for the conversation if it wasn't assigned to me. 2. Can't integrate with Facebook pages/messenger seamlessly-there are still some restrictions.

Oh man, there are so many things to love about Intercom! Here are some of my favorite features: 1. Live chat integrated with every page - Compared to other support platforms, Intercom allows us to chat with our customers without having to redirect them to their email. This specific feature allows us to resolve problems, questions, and other inquiries right away and therefore gives us high ratings by the end of every conversation. 2. Saved replies - Most of the time, our customers have the same questions. With saved replies, we are able to answer the customers' questions with just a few keywords! 3. Macros - I love how Intercom keeps improving their system. With the macros, we are able to tag conversations and see what problems we could target. 4. Snoozing - Customers aren't always going to reply within the day, but snoozing allows us to follow up with them whenever! 5. Tagging other teammates - This feature allows me to communicate with my teammates and other business units for a faster transaction.

Intercom recently moved their emails from campaigns to series. There was a little learning curve getting used to the series function, but it has opened up a whole new world of possibilities for us in terms of communicating with our customers. We are excited to use this function and grow our email series for all of our customers.

Searching for a specific email in a series is a little tricky. It would be nice to have a search feature so we could type in the name of the email or a keyword to find a specific email. Or have more sorting options when looking for a specific emails series.

We are able to easily build audiences that can connect us with specific audiences in our emailing lists. It is great being able to really drill down who our audience is and who we want to reach when sending emails and email series.

The feature I love using most is the custom bot to qualify leads, and I'm really impressed by the way Intercom seamlessly integrates with some apps like Calendly. This has helped us qualify leads and let only the leads that fit a certain criteria see a Calendly prompt to book a call with our sales manager, which has made life a lot easier.. We don't have to be online all the time to help someone book a call and guide them anymore. I also like how I choose who gets to see what, I could set up a banner, for example, and choose for it to be only visible to users and not to leads/visitors. Similarly, I could customize the messenger to allow users to send us a direct message, but restrict leads/visitors to go through the custom bot first so we could qualify them. I like that level of control and this customization helps create different paths to deal with leads and users differently. One other feature I've recently started using is the custom attributes in outbound emails, so you could, for example, send a reactivation email to someone about to churn (last seen 30 days ago) or intercept people for feedback once they've used your service for a while (30 days since sign up) etc. I have also received timely support from Intercom team when I have submitted a question to the Intercom community, or directly asked them a message within messenger on their website. So yeah, all in all my experience with Intercom has been truly great.

Hard to think of something I dislike about Intercom... really.. but the way pricing is.. "Hey you need this feature, pay extra" is a bit annoying sometimes, rather than having everything included in the type of plan you sign up for and then being able to upgrade the whole plan if you need extra features, it seems each feature comes with its own pricing and for each new "seat" you need to pay additional monthly. It's just overly complicated.

Like I said above, we've created different paths for users and leads to go through different channels. Leads > Custom Bot > Qualify > Set up a meeting with sales manager via Calendly integration. Users > Can send a direct message to our team So this means someone from our team doesn't have to be online anymore to qualify leads, and to help them book a demo, which is a HUGE time saver. I'm getting used to more features outside messenger too, for example Outbound has useful features such as banners, product tours etc that I think I could use for announcements and marketing/promotional stuff. I really like that I can put a link in the banner and I plan on using that for our promotions or discounts.

A praticidade como o fluxo de intereções acontecem. A rapidez nos processos, na forma como registra-se todo o histórico de conversas. É melhor que os concorrentes.

O suporte demora as vezes. Suporte nativo. Sempre responsivo. Tem tudo que precisamos. Tendo um suportes nativo e com menor tempo de respotas. No Suporte para que pudessemos utilizar todos os recursos, as vezes sinto que tem muitas funcionalidades que desconheço ainda.

Comunicação com a base ativa. A resposta do cliente é quase que instâtanea, funciona muito bem. Conseguimos realizar uma comuniação ativa. Os prospects adoram a asolução.

I really enjoy using Intercom it's super easy and clear to understand and use it. It has amazing advanced features and there is plenty of them you can use to improve the user experience in your own software. I would recommend this tool among all of them. I use it on daily basis and I can see how impactful it has been.

There is absolutely nothing I dislike about it.

Improving user experience, improving user's knowledge about the platform by using the reporting system, understanding the needs of the customers, segmenting customers

It's super powerful when it comes to marketing your product/service, especially if you have a SaaS. Been using Intercom since like forever (so I got to witness how it grew) and how it expanded to other products. As a marketer, having Intercom gives your company TONS of rooms for upping conversions. Just a single in-app would get my clients an additional ~$30k in revs. I get endless conversion ideas when my clients use Intercom vs. when my clients use ordinary email platforms. There's just so much opportunity and money lost when my clients use platforms with limited segments and triggers and messaging mediums. :( Intercom has chat, emails, prod tours--everything you need to optimize conversionn

Its price. Not all of my clients can afford it. But all of my clients want the whole enchilada (prod tours, chats, emails, etc). Only a few can afford to invest.

Scattered messaging and client data. Intercom has everything you need to understand customers and trigger personalized messages. Most would take a couple of different SaaS for chat, emails and product tours. But then, they'd have to stitch the data and do some crazy integrations to make everything work together. That's why Intercom is pricey and if you can, it's best to invest in it. You just need to optimize its use to get your money back.