Intercom background blur
Intercom Logo
Intercom
Seamless Customer Communication Platform
4.5
(2,927)
Why Findstack is free?
Findstack is free for users because vendors pay us when they receive web traffic and sales opportunities. Findstack directories list all vendors — not just those that pay us so that you can make the best-informed purchase decision possible.
Findstack offers objective and comprehensive comparisons to help you find the best software. We may earn a referral fee when you visit a vendor through our links. Learn more

Intercom Reviews & Product Details

Intercom Overview
What is Intercom?

Intercom is a customer service platform that redefines customer support by simplifying processes and execution for its clients. Intercom is designed to connect businesses with their customers through easy messaging and automation. Through technology, Intercom supports teams with the right tools that ensure better efficiency.

Company Intercom, Inc.
Year founded 2011
Company size 501-1000 employees
Headquarters San Francisco, California, United States
Social Media
Intercom Categories on Findstack
Crevio Logo
Crevio
Sponsored
5.0
(1)
$29.00/month
Crevio is a platform for creators to sell digital products, services, courses and access to other 3rd-... Learn more about Crevio
Ask Questions about Intercom
What Intercom is best for?
How does Intercom compare to ChatBot?
What are the pros and cons of Intercom?
Intercom Product Details
Capabilities
AI
API
Segment
Small Business
Mid Market
Enterprise
Deployment Cloud / SaaS / Web-Based, Mobile Android, Mobile iPad, Mobile iPhone
Support 24/7 (Live rep), Chat, Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support
Training Documentation
Languages English
Intercom Features
Agent Collaboration
Agent Performance Analytics
Audio and Video Chat
Automated Responses
CRM Integration
Canned Responses
Chat Encryption
Chat History
Chat Routing
Chat Tags
Chat Transcripts
Chat Transfer
Chatbot Integration
Co-Browsing
Custom Branding
Customizable Chat Widgets
Email Integration
Feedback Collection
File Sharing
Mobile Compatibility
Multi-language Support
Offline Messaging
Proactive Chat Invitations
Queue Management
Real-Time Chat
Social Media Integration
Typing Indicators
Visitor Analytics
Visitor Information Dashboard
Visitor Tracking
Intercom Media
Intercom 0
Intercom 1
Intercom 2
Intercom 3
Intercom 4
Intercom Screenshots
Disclaimer
Our research is curated from diverse authoritative sources and meant to offer general advice. We don’t guarantee that our suggestions will work best for each use-case, so consider your unique needs when choosing products and services. Feel free to share your feedback.
Last updated: December 10, 2024
Intercom Logo
2,927 Intercom Reviews
4.5 out of 5
Small Business (50 or fewer emp.)
Dec 05, 2017
 Source
Overall Rating:
4.5
IP
Isak P.
Project Manager
Share
"Automation for Customer Support"
What do you like best about Intercom?

Intercom is the next big thing. We are implementing it to automate our customer support and make the experience better.

What do you dislike about Intercom?

The setup process has been difficult so far, but that might have to do with the differences in the departments that are using it.

What problems is Intercom solving and how is that benefiting you?

The implementation period for us has been long. We are seeing cost saving benefits and decreased workloads from the automation.

Small Business (50 or fewer emp.)
Nov 21, 2017
 Source
Overall Rating:
4.5
Allan D. avatar
Allan D.
Solutions Support Expert
Share
"Great communiation service with some bugs."
What do you like best about Intercom?

It does everything. Customer outreach, knowledge base management, and support chat. It can integrate with features like Slack to notify us. Their blog is beautiful, too. Immediate GIF and Emoji support is welcome.

What do you dislike about Intercom?

Mobile support is not stellar and missing a few important features that the desktop suite offers. Has a few minor bugs (quick replies have additional paragraphs around images that have to be manually deleted, for example). Keyboard shortcuts would be better if they were editable, their current format caused me to inadvertently close too many conversations. One gigantic turn-off is the fact that more than a few of my chats don't push to the client's side until something else gets sent first (often only after I've closed my ticket).

What problems is Intercom solving and how is that benefiting you?

Customer support and success were solved. It keeps us in constant contact with our users.

Mid Market (51-1000 emp.)
Nov 20, 2017
 Source
Overall Rating:
4.5
Ricardo W. avatar
Ricardo W.
Technical Support Manager
Share
"Working with care"
What do you like best about Intercom?

Very easy to keep track of your dialogue and always easy to find early dialog and recover pertinent information. Another great side is the in sights offered as you can easily keep racecourse of information that can help your company move toward the right course.

What do you dislike about Intercom?

I will not complain about it. that it's not organized enough.that its hard to use. I guess it's impossible to satisfy all customers.Its not to hard for use and its helps a lot.

What problems is Intercom solving and how is that benefiting you?

My workers like that they can get a carry of it in one click and converse with a real person, plus it allows to send out automated report, notice. So its really great to work with.

Small Business (50 or fewer emp.)
Nov 15, 2017
 Source
Overall Rating:
4.5
GD
Giedrė D.
Marketing Manager
Share
"Great platform for customer support"
What do you like best about Intercom?

The ease of use, ability to segment users based on their actions and send targeted messages.

What do you dislike about Intercom?

Price is quite high, and options to segment visitors is still a bit limited.

What problems is Intercom solving and how is that benefiting you?

Timely customer support - ability to answer fast and stay relevant to the issue. That, and a small CRM that is created using tags, customer events and activity - all great for segmenting users when a new feature needs to be communicated. We also use Intercom for onboarding new users.

Small Business (50 or fewer emp.)
Nov 13, 2017
 Source
Overall Rating:
4.5
Maria Isabel B. avatar
Maria Isabel B.
Head Of Customer Success
Share
"Awesome Tool"
What do you like best about Intercom?

the dynamics of the tool, how it can complement and interconnect the products it offers and both the presentation of functions and the operation is intuitive

What do you dislike about Intercom?

that despite being a chat, the support service sometimes takes more than a day to answer as if it were an email and for me, it is contradictory

What problems is Intercom solving and how is that benefiting you?

better communication with the users of our platform

Small Business (50 or fewer emp.)
Nov 04, 2017
 Source
Overall Rating:
4.5
GM
George M.
Lead Customer Success Manager
Share
"Excellent customer messaging interaction platform"
What do you like best about Intercom?

Messaging, either in-app or through emails, is great. Specifically, the platform is the best in its class in in-app messages. The platform allows for a very detailed customer segmentation. We have especially found the A/B testing of campaigns very useful to test out their efficiency. The UI is now clean, modern and relatively simple to navigate.

What do you dislike about Intercom?

Not much really. The UI was somewhat complex and convoluted but the new design changes helped a lot. It still has a steep learning curve though, but that is to be expected. Pricing is also relatively high if you want to utilize both Respond, Engage, and Educate.

What problems is Intercom solving and how is that benefiting you?

Intercom is currently being used by the customer success and sales teams as a means to segment, monitor, communicate and engage the current users of our SAAS web app. It is also used to communicate with the users in-app as well as for the purpose of engaging with them though automated campaigns. We have set up both recurring campaigns based on events, as well as one-off campaigns to advertise new platform features. It has allowed us to better understand the effectiveness of our web leads by tracking their correspondence with us as well as contributed to increased client retention levels.

Small Business (50 or fewer emp.)
Nov 02, 2017
 Source
Overall Rating:
4.5
NJ
Nikola J.
Marketing Specialist
Share
"The all-in-one user engagement tool."
What do you like best about Intercom?

Intercom solves multiple needs elegantly.

What do you dislike about Intercom?

The web UI could be more responsive, as switching between different things usually takes a few seconds. A simpler, flatter look could enable better performance.

What problems is Intercom solving and how is that benefiting you?

User engagement and support knowledge base are both solved with Intercom, with the former covering both email and live chat options.

Mid Market (51-1000 emp.)
Nov 01, 2017
 Source
Overall Rating:
4.5
Nana M. avatar
Nana M.
Communications Manager
Share
"Great customer communication platform with a suite of integrated products for sales and marketing"
What do you like best about Intercom?

The platform is great for helping sales, marketing, and support teams better communicate with customers.

What do you dislike about Intercom?

Overall, very satisfied with the product

What problems is Intercom solving and how is that benefiting you?

Customer Support, Sales and Marketing Campaigns

Mid Market (51-1000 emp.)
Oct 29, 2017
 Source
Overall Rating:
4.5
Sundeep G. avatar
Sundeep G.
Business Development
Share
"Probably the best!"
What do you like best about Intercom?

Probably the best platform to manage all your support. It is more like one stop shop and you can get all the features you desire in one platform. There is not much you can ask from a platform since most of it is covered. Our small support team acts more like a huge team who can manage a huge user base.

What do you dislike about Intercom?

There is not much to dislike but there are some areas that need improvement like all the support questions would reach you like a conversation rather than like a ticket. It becomes tricky sometime to track the support team activity.

What problems is Intercom solving and how is that benefiting you?

After Intercom, we have been able to increase our engagement with our users. Users also find it easy to reach our support team. Our small support is now capable of managing huge user base.

Small Business (50 or fewer emp.)
Oct 24, 2017
 Source
Overall Rating:
4.5
DD
Dejan D.
Business Development Manager
Share
"Game changer"
What do you like best about Intercom?

Abbility to directly engage with users of our product, while they are using it.

What do you dislike about Intercom?

Can not really find a thing that I do not like. If I need to say, that it is the mobile app, that has slightly to old school interface.

What problems is Intercom solving and how is that benefiting you?

Increasing engagement inside our SAAS product, supporting users and building knowledge base

Mid Market (51-1000 emp.)
Oct 19, 2017
 Source
Overall Rating:
4.5
AG
Ariana G.
Support Manager
Share
"Intercom has changed the way we do business and support our client end-users! "
What do you like best about Intercom?

My favorite part of using Intercom is our ability to send data across teams with minimal effort and maximum transparency.

What do you dislike about Intercom?

The only thing I dislike about Intercom is the inability to filter through past convos based on their topics. It's tedious to scroll and open each individual convo looking for a certain topic to revisit/ follow-up on.

What problems is Intercom solving and how is that benefiting you?

One of our initial struggles was communication with our end-users at any point in time. They used to have to navigate away from the main UI to contact us and that didn't do anything but cause more frustration. Now we can communicate with them directly on the page they need to discuss and we can get their questions resolved faster and without downtime.

Small Business (50 or fewer emp.)
Oct 17, 2017
 Source
Overall Rating:
4.5
JP
Jasmine P.
Reader/Evaluator
Share
"Intercom"
What do you like best about Intercom?

The ease of navigation of the site. I like how everything ia pretty much stern and labeled correctly.

What do you dislike about Intercom?

Not being able to communicate with other workers personally. I also dislike how the app is slower to notify you of customer request and assignment of chats.

What problems is Intercom solving and how is that benefiting you?

Allows me to assist customers with their questions or concerns

Small Business (50 or fewer emp.)
Oct 04, 2017
 Source
Overall Rating:
4.5
Karin H. avatar
Karin H.
Language Arts Teacher, 6 8
Share
"Intercom for customer support"
What do you like best about Intercom?

It is easy to support customers and users from our homepage using Intercom. Customers seem to like the interface as well. It is easy to use the system to mine for customer data so we can see which domains customers are coming from most. This allows us to work on sales leads.

What do you dislike about Intercom?

It can be cumbersome with receiving emails as well as coordinating from the system's homepage. Also, I find myself sometimes forgetting how to send an email to certain customer groups based on tags. It can be sometimes a little cumbersome.

What problems is Intercom solving and how is that benefiting you?

We have been able to problem-solve and help customers on an immediate basis using the product. We can also help identify groups of customers to target for sales.

Small Business (50 or fewer emp.)
Sep 26, 2017
 Source
Overall Rating:
4.5
JG
Jeremy G.
Company Owner
Share
"Fantastic inclusive tool for customer service"
What do you like best about Intercom?

The inclusive nature of the app. Help desk, chat, and customer behavior reports are invaluable.

What do you dislike about Intercom?

Would love to have more styling options for the customer helpdesk.

What problems is Intercom solving and how is that benefiting you?

The main problem is that we were not able to track our customers' habits within our website. Through their robust API, Intercom allows that to happen.

Small Business (50 or fewer emp.)
Aug 18, 2017
 Source
Overall Rating:
4.5
PG
Paola G.
Account Manager
Share
"Great tool for user onboarding and customer support "
What do you like best about Intercom?

An essential tool if you are on a SaaS business 1. Centralizes all the exchanges with your clients via chat or email in a single place, while being able to see important information about them (such as user data, user actions, location, etc) 2. Considerably improves the user onboarding experience : you can easily setup automatic messages and even full campaigns that will be triggered as soon as a user performs a particular action. 3. Constant improvements and updates such as the newest integration with GitHub that allows to create GitHub issues directly from intercom conversations or the possibility to turn on the "away mode" that will automatically reassign active conversations to other members of the team so that our customers don't wait too long for an answer if we're not available.

What do you dislike about Intercom?

The reporting metrics definitely need a lot of improvement as well as analytics capabilities. The Intercom app has very limited features, it would be great to have access to Intercom Engage and be able to track how users react to our campaigns / auto messages.

What problems is Intercom solving and how is that benefiting you?

- User onboarding : how to engage customers at scale (Intercom engage is great for this) - In app live support : be able to quickly answer to our clients and keep a record of our previous conversations - Ticketing : provide an easy way for our clients to declare bugs and suggest improvements

Small Business (50 or fewer emp.)
Jul 25, 2017
 Source
Overall Rating:
4.5
JC
Justine C.
Education Coach
Share
"Intercom"
What do you like best about Intercom?

The ability to link intercom chats to our website for lead generation and supporting our current students.

What do you dislike about Intercom?

Sometimes it is difficult to see new chats unless you constantly refresh the page. It's also annoying how when you close out a chat, if the lead stars a new one it does not go into the unassigned queue, it goes back into my personal one so it's not a live chat experience.

What problems is Intercom solving and how is that benefiting you?

Having live support for prospects and current students we support

Small Business (50 or fewer emp.)
May 05, 2017
 Source
Overall Rating:
4.5
AK
Aleksander K.
Customer Success Manager
Share
"Essential part of user onboarding"
What do you like best about Intercom?

Let's make it clear – if you're running a SaaS business, Intercom should be the first thing to set up before launching your service live. It combines the roles of CRM, marketing automation and help desk, and proves essential to user onboarding and their further conversion into paid clients. It also helps keep your inbox clean keeping conversation history of every client in one place and allows to quickly respond to user doubts and questions, and let you send automatic welcome/in-app messages which get awesome response rates. A highly recommended piece of awesome software.

What do you dislike about Intercom?

With multiple labels and user details applied it sometimes gets clunky to navigate.

What problems is Intercom solving and how is that benefiting you?

- user onboarding – automatic messages on specific conditions (welcome message, post-tutorial message, etc.) - helping new users get accustomed to the UI/UX - answering developer-specific questions that cannot be covered in the documentation - getting more users converted to paid clients in the process

Small Business (50 or fewer emp.)
May 04, 2017
 Source
Overall Rating:
4.5
MC
Monika C.
Marketing Specialist
Share
"Super useful software to communicate with customers"
What do you like best about Intercom?

I love Intercom! It allows us to talk with the customers. We're available for them on the website, we can chat with them, we can help them! It's also a great tool which collects all necessary data about our customers.

What do you dislike about Intercom?

There is one feature I have on my wish list - the possibility to follow our customers on Twitter, automatically.

What problems is Intercom solving and how is that benefiting you?

Communication with customers

Mid Market (51-1000 emp.)
Mar 16, 2017
 Source
Overall Rating:
4.5
Mike S. avatar
Mike S.
Lead Product Manager
Share
"Table Stakes for 2017"
What do you like best about Intercom?

Intercom is the best in breed of in Customer Messaging platforms and is a must-have for any product team, especially in SaaS and ecommerce. Need to communicate a new feature to a user when they first login? Need to quickly get a survey out to users who are likely to respond? Need to segment your user base and ask them to a customer interview? Intercom is a great tool for all of those needs of a Product Manager

What do you dislike about Intercom?

Where I currently work we have a separate system In-App support (we were using Olark and are switching to Salesforce's LiveAgent). I believe the main reason is Intercom is more setup for Product people than Support. Ideally we'd all be using the same Customer Messaging System

What problems is Intercom solving and how is that benefiting you?

Getting feedback from our users. By segmenting users and reaching out to them while they are using an app I can quickly understand their needs and frustrations. The biggest win for me is being able to subtly hit up our users and find those who have time to walk me through their day, how they use the product, what pain points they have and where they want to see the product go. This data is one of a couple of pillars of data I use to support my prioritization.

Small Business (50 or fewer emp.)
Feb 21, 2017
 Source
Overall Rating:
4.5
AA
Andreas A.
Owner
Share
"SaaS's Best Friend"
What do you like best about Intercom?

Super simple to setup and extremely effective. Started using the free plan to try it out and it's very powerful with tons of features, yet still simple to use.

What do you dislike about Intercom?

Interface can be improved. The automatic sound of the pop-up chat window can't be removed.

What problems is Intercom solving and how is that benefiting you?

Keeping track of all our users and ensuring high-level of customer satidfaction.