Intercom Reviews & Product Details

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

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

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

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.

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).

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

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.

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.

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.

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

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

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.

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

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

better communication with the users of our platform

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.

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.

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.

Intercom solves multiple needs elegantly.

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.

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

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

Overall, very satisfied with the product

Customer Support, Sales and Marketing Campaigns

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.

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.

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.

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

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.

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

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

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.

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.

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

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.

Allows me to assist customers with their questions or concerns

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.

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.

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.

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

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

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.

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.

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.

- 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

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

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.

Having live support for prospects and current students we support

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.

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

- 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

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.

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

Communication with customers

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

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

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.

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.

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

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