Intercom Reviews: 4.5/5 — Highly Rated

Over the years, Intercom has become our primary tool to service our customers, mixing chat, email support, and now a brilliant AI. Their constant innovation feels like having a tech-savvy buddy in our corner, making customer service incredibly painless for our team. It's been an uncomplicated tool to train new users on, and just as easy to scale as our team has grown over the years. I also appreciate that their team is always a quick message away if we have questions about our plan or features.

My primary dislike would be the costs. While the basic features cover most needs, some of the more advanced capabilities and integrations will come with additional costs. As you start adding more advanced features to your contract, it's easy to begin to feel like you're being nickel and dimed.

I've been with my team for seven years now, and during that time I've watched Intercom grow from being one of a few support tools we use to becoming the only tool we use to support our customers. The seamless integration of chat and email support has streamlined our communication channels and enhanced our overall customer service experience. Consolidating our channels into Intercom has led to a notable increase in our team's efficiency.

I like that you can have messages sent to an email forwarded to intercom for easy ticket management. I love that you can write notes in the tickets and use gifs in the notes as well - this is great for having fun with the team while collaborating to resolve a ticket. The reports are intuitive to use. I love that you can create and mange articles for clients through intercom. The automatic tagging features are fantastic. I like that everyone sees the tickets - easy to collaborate. Over all a very intuitive program for a customer success team who handles incoming tickets.

I would like the option to have a longer notification sound. Notifications can be delayed. I don't like that the ( <3 ) heart was removed/moved - this was a quick way to view your positive comments from clients. I don't like that the intercom mobile app does not have all the same important features as on desktop - such as I can not post pictures/gifs to notes when on mobile and I can not add a subject to the chat. I have to return to desktop to complete this.

Intercom provides a fully open ticket managing system that allows for easy collaboration by having all team members be able to see all chats at once.

The ease of adaptability, the new feaures like AI interegation, easy to interact with costumers and also provide support. Have been using intercom for 1 year now and the exprience has been amzing so far and with new features coming up it is the best.

No private buckets, this feature needs to be added.

The easy of customers reaching out to support and also the ease of segerating the type of chats based on their importance is the best and help a lot to prioritise tasks.

Intercom is very easy to use and it helps a lot that you can change a sentence to more friendly, and the person who reads your messege will have a better experience interacting with you.

At first it´s a little confusing but once you have the hand of it is very easy

Menu requierments, and helping upload information to their websites.

What I like best about intercom is that you can customize and make your own makro for the convenenience of creating an email response. This helps us a lot in terms of sending responses.

What I dislike about Intercom is that you need to regularly check if there was already a response made one you sent an email. I would like also for more customizable signature.

Intercom is helping us by sending an alert once a chat or an email response was received. This will greatly help us reply in a timely manner for our customer service.

I love the bot reply and the saved messages. I also love that i can assign messages to coworkers very easily. If a coworker needs assistance with a message i can easily access their inbox and help them rather than going back and forth. I enjoy the round robin because no one gets flooded with messages.

The only downside is sometimes the auto replies are incorrect.

No more emails, and more organization. No losing messages in inbox.

Nice UI. Probably the easiest platform to get started on. Their support is better than most every other company anywhere. Lots of options for gathering feedback from users to create better landing pages. Design of the support center they provide is really nice and really easy for anyone to use. Details on articles, like what users searched for and didn't find an article are useful for improving content so customers can self service instead of contacting us.

Intercom won't base a profile on a persons email address so its difficult to see any past correspondence from the same person. A person that emails you and then enters their email on the chat won't be grouped as the same person, this shows up as two separate people. Intercom also bills for the number of people who contact you. There's been some bugs but they do seem good at fixing them.

customer support

There is an AI feature that is very useful when responding to the customers especially we are in a Business field.

This looks like a chat from the customer and immediate response is expected from the customer service.

This is the platform we utilize to engage in communication with our customers regarding their database or product concerns.

The functionalities, simplistic design and feature loaded application is all that is required for a perfect support team

Nothing except the pricing! ;) Everything else is simply perfect.

It is helping us provide tremendous support to our customers to ensure they are heard immediately and are responded to in the quickest possible time.

I like that Intercom is an all-in-one customer messaging platform that allows me to communicate with customers in a variety of ways. It makes it easy to manage customer conversations, segment customers, and keep track of customer engagement. It also has powerful analytics and reporting tools that help me understand how customers are interacting with our product or service.

One thing I dislike about Intercom is that it can be difficult to customize the user interface for our particular use case. As a result, it can take a lot of time and effort to configure Intercom to fit the needs of our organization. Additionally, I find that the user experience can be a bit clunky and unintuitive at times.

Intercom is a customer relationship management (CRM) platform designed to help companies build better relationships with our customers. It provides a range of solutions to help our business stay connected with our customers, including customer support, customer feedback, customer segmentation, lead generation, and more. By using Intercom, businesses can improve customer engagement, gather customer insights, and build more meaningful relationships. This helps us to better understand our customers, provide better customer service, and drive more revenue. Ultimately, Intercom is helping businesses to grow and succeed by providing us with the tools they need to create a better customer experience.

The things I appreciate the most about Intercom are its ease of use, ease of integration, frequency use, ease of implementation, and the unique features it offers compared to its competitors.

None so far, but sometimes our Boss said that the customer support are not that speedy, but still they help us bigtime.

Ofcourse, they help us bigtime when there's a query from our customers. When fixing the bots and etc.

I loved the onboarding process. It was very organized and you were able to tailor it to your needs. They also have a great deal of knowledge base articles and amazing Community platform that is super helpful. As it relates to the interface, it is very intuitive and easy to learn. We are a fairly new customer (less than 6 months) but we have had a great experience so far. I can't wait to start using some of Intercom's other features such as checklists and product tours.

The support team. I wish they were able to jump on calls for urgent, time sensitive matters.

It is helping us answer support tickets more efficiently. We are also able to release product release information and notes more quickly with a better UX.

Macros are extremely useful because they are programmed to provide what the client requires rather than just a response.

closing conversation as duplicate content will send out surveys

resolves real state inquiries. AI benefits me because I can answer every issues in a timely manner

Intercom simplifies customer support with intuitive ticketing, powerful automations, seamless self-service, and much more – all at a low cost.

Artificial intelligence should be improved.

It connects customers and leads to business.

ease of use, the assortment of info you can put in, images etc

nothing really, i use it at work, so far i have no situation in which intercom failed me

online chat support

Easy to integrate and implement with other products. Also, there are a lot of functions we can use. At least, we always can get dozens of statistics and work with dashboards. It's easy to use and we do it every day. Sometimes we have troubles, but customer support always helps us.

Sometimes it takes too long to open pages on the intercom.

We are working with customers and it's easy to work with them via Intercom. As I noted, we can use saved replies, and also we can use quick links.

I have a few things: - The UI - The ease of use - Integration with Zendesk and Survey tools - Being able to manage my team - the AI, Fin - Free tools for startups

I had some challenges creating a webhook, it took me watching multiple videos to get it right.

Our entire customer support is provided by Intercom. Which makes communicaion easier to manage and unified for all team mates.

It saves my unfinished messaged and does not clear anything without clearing

Beeping sound on messages that are not for me

I really do not have problems to be resolved at the momemnt

The automation options are so helpgul within Intercom. We have a small team and being able to automate some support is great! I also like the no-code setup.

The only challenge for me with Intercom is the lack of intergration with Google Drive for editing and publishing articles.

It is solving a knowledge base, ai chatbot support, automated support and onboarding which frees my time to do other valuable work.

The integration of AI into our product over the past year has been incredibly valuable, enhancing our customer support capabilities tremendously. Additionally, the Series tool's functionality for building adaptive engagement workflows has proven critical for improving our onboarding processes and nurturing relationships with customers. The AI-powered features have augmented our team's efforts, while the workflows enabled by Series have allowed us to engage users in a more strategic, impactful manner. Together, these technology innovations have become integral components of our customer engagement strategy. Their addition to our platform has yielded measurable improvements in customer satisfaction, retention and success. In summary, the AI and workflow automation tools added to our product have been game-changing advances that empowered our team and drove major gains for customers. They have delivered impressive results and become indispensable solutions.

While keeping innovative capabilities like customized analytics behind a paywall makes business sense, some complementary access for early adopters and tech influencers could go a long way in building engagement. Even time-limited demos would allow these potential ambassadors to grasp the add-ons' capabilities and their untapped potential more fully. Their organic advocacy could then help drive broader paid adoption.

1) Intercom’s ability to centralize customer data by integrating with our own API is invaluable. Having a unified platform that brings together user information from all our systems enables my team to access the full context while engaging customers, rather than piecing together data from disparate sources. Seeing comprehensive profiles during live chats eliminates friction and enables us to deliver personalized, informed support. Intercom has become the hub of our customer data infrastructure. By consolidating user information from our proprietary systems and external tools, their platform provides my team an efficient centralized workspace. This single pane of glass gives a holistic view of each customer for frictionless, tailored conversations. 2) Intercom's conversational interface and workflows make communicating with customers easy and natural. Crafting engaging outbound messages and campaigns is straightforward and intuitive in their visual builder. The UX around managing conversations—from automated triggers to live chat—is smooth and simple for both customers and agents. My team can create multi-channel customer journeys with minimal effort thanks to Intercom's seamless workflows and responsive canvas. The platform handles the complexity behind the scenes while providing an elegant and efficient front-end experience. Our productivity and effectiveness have grown tremendously thanks to the user-centric design. 3) Leveraging Intercom’s integrations has been a huge win. Tying into tools we already use amplifies its value. The ability to manage conversations directly in Slack without switching contexts is a lifesaver. Using Linear alongside Intercom to track progress on customer requests is invaluable. The breadth of integrations with complementary tools has extended Intercom’s capabilities for us. Being able to incorporate solutions like Slack and Linear which are core parts of our stack makes Intercom more than a standalone application. Its extensibility and open API enable it to tie into our existing workflows rather than force us to adapt to it.

Intercom is extremely intuitive and makes chat support a breeze. It's easy to search and navigate, and has features that make using it both fun and extremely efficient!

There's not much I don't like about Intercom, but I do wish there was a more direct way to get to the reports page that shows my reviews from customers.

Intercom helps our customers find the answers they're looking for before routing them to a human, and it's often effective! When our bot can't help our users, the macro feature makes it easy to walk our users through their problems!

I like how it is constantly evolving and refreshing their approach towards handling customer communication. Since I started using Intercom in 2021, it has evolved itself for the better.

Some of the addons that I can use (customised analytics for example) is behind an add-on, which is understandable, but I would have loved to play around with them.

1) Creating one place for customer and user data ; the fact that I can connect (or my team) our API with Intercom API to see all User Data while chatting with the customer is a huge plus. 2) The UX process replying to customers / sending different outbound messages is a breeze. We have pushed many succesful marketing and customer success campaigns with Intercom. 3) I like that it has many integrations with many products, using Slack & Linear with Intercom has saved our lives.

I like the most about intercom is the short cut key wherein you can easily reply and compose a message to the customer, especially the AI assistance to get an idea how you delivered your message into positive scritping.

I dislike about intercom is just that sometimes, it keeps loading and logging when having interaction with the customer and sometimes there are some delay and when receiving a message.

The problem I encoutered in intercom application is the manually typing the sentence you trying to compose. However, this concern has been resolved due to having AI assistance to wherein you can rephase your sentence into positive scripting.

My issues was resolve very timely and I get to communicate faster and eassier to someone I need to talk to urgently regarding my issue.

When there is a high volume of inquiries the system will automatically lag and you will unable to close or send yoru message on time.

Issues regarding with the customer inquiries taht needs to be handles on time and urgently.

We can create our own template. The shortcut guide can really help us familiarize ourselves with how to navigate the tools. There is also a conversation event that can help us know how long it takes for me to respond to the customer.

The thing that I don't like about intercom is the latency. Especially if there is a feature that needs to be updated and it can affect our response time to the customer, but aside from that, everything is fine.

It can help us address every customer's concern. It can be easy for them to attach a file or screenshot, and using intercom is fantastic. We are able to help with every customer concern in a timely manner.

I like the intercom as it's very convenient and it's the best tool to use for communicating with the customers as we're using it for business purposes. I will definitely recommend this to a friend.

So far, Intercom is great that I can't even think of single reason to dislike the chat tool since it's really convenient for communicating and combining other tools.

It is helpful in a way that we can communicate to our customers accordingly as this is the main tool we are using on our workplace and it is very easy to understand and navigate.

The ease of usage of the intercom is what I enjoy best about it.

What I dislike about the intercom is it's appearance as it's too simple.

Intercom is helping me in getting getting in touched with customers when they are raising concerns on tehir account.

The most helpful part of using intercom is the macro's with which you assist the other person or the customer. You can easily navigate and help them as fast as you can

The leastThe least helpful part of intercom is when you assist the customer, whether they reach out via chat or email. Some customers reach out via email, and I, as an agent, directly contact them through chat. They received my recent chat through email, so they can't see my first chat where the resolution is provided.

Intercom is a platform you can use to communicate with other people. You can use intercom to solve the customer's problem right away when they reach out. for me as an agent, the benefit I gain is specifically the work that i will get paid for, which is reaching out other people given that they are far away and in another country

The best thing about intercom is all of the features that you can use to interact with other people, You can easily manage chat using this tools, everything in the chat features was in intercom

The least helpful thing in intercom is issue types; some people like me are confused about what issue type to use when we fill out our customer's problem but the rest is better.

Customer service is one of the intercoms that helps solve problems, and by navigating these awesome tools, agents can be at ease. This benefits me by allowing me to work easily, navigate, and communicate with other people in a quick and easy process.

One of my favorite side on Intercom, is you can easily create your own personalize script/macros that can fasten your replies from your customer. If we try to compare it to other chat tools, Intercom is the best.

Well, to be honest there's a little bug. After you close the chat, it's still coming back on your bucket list, they should work it on and put so more improvement, but other than that Intercom It's still very good.

We usually handle refunds, payment extension and some payment issues with the customer. We have benifiting Intercom by providing us good communication tool with the customer and giving us a shortcurt to use some macros and AI tools.