Intercom Reviews: 4.5/5 — Highly Rated

What i like about Intercom is that it is very upfront. Easy to navigate and adaptable when it comes to new features

For months of using Intercom i haven't really encountered anything that i dislike

As someone who handles chat support queries it makes my daily task light by using macros which is a feature that intercom have.

The interface is very intuitive! Easy to use for any professional, tech-savvy or not! The functionalities are endless and it could be a one-stop solution for all Customer Support needs.

I think there's nothing at the moment that I dislike. So far, so good!

We use it as a Customer Support tool - to manage email/live chat support queries and also for maintaining our knowledge base with the help articles.

The customer support provided by Chatgp4 is exceptional. The use of workflows and integration with other tools is seamless and efficient. The unified inbox allows for easy communication through Chat, Email, SMS, and phone. Overall, the system works perfectly out of the box.

All the upsells can be overwhelming at first, but once you get past the learning curve it becomes easier to navigate.

We were able to eliminate live chat and automate responses that are very commonrs and business for our custometype. As a result, we have decreased the number of team members, which will reduce operating costs. Now, we are consistently providing responses from our knowledge base, making the process easier

I like best the Macros customization and the team performance KPIs.

I would not say that I dislike anything because it can be customized to meet the company's needs.

I am a member of Influx team providing support for Linktree.

The set up and time required to get started was very manageable.

Keeping up with the chats every day, while not difficult, requires me to be proactive. I wish it was easier to get notifications that a chat/question has started.

It provides answers to the basic questions our prospective students are asking and provides a timeframe to expect a response when we are not available. Our previous chat solution didn't have those options.

I think they way all our inboxes are organized it makes it very easy to know where to look for cases. Easy to use as well and very intuitive. I used to use ZenDesk on my previous company and I prefer Intercom now as I think it is more user friendly. Great for customer support agents to work together in different cases.

Maybe that sometimes the platform bugs and the beeping when receiving a new case is happening but not case is entering the inbox.

Intercom is helping us establish a good work dynamic and organization. It benefits me because it allows me to be a more organized person which was one of my weaknesses.

The ability to search all previous conversations.

I have the account set up for clients to keep a continuous conversation but we still see clients opening multiple conversations.

Ability to assist our clients in real time.

segmentation of data and targerting audiences with the chat bot

a few things compared to zendesk not possible to access the code of the help center or not possible to follow articles, no integrated community forum but I'm new to intercom so lets see...

communication with our users

We use Intercom to manage our campaigns, customer service requests, software surveys, help documentation, tooltips, and page posts.

The Support takes a little while to get back to you.

As an all-in-one platform, Intercom makes it easy to link docs and surveys to customer support chats since it's all housed in one place. It allows us to collect data on our users and use it for our marketing campaigns.

Easy to navigate, interaction, solid platform.

Response time should be lesser when we update the page.

A bunch of problems related to customer's inquiries and our team is able to help by using Intercom tools, like assignment, internal notes, etc.

The attractive lay out of the emails and ease of use

Sometimes i need to copy and paste it but it sits differently after

Makes it easy for me to send 'how to' set up videos in an attractive way to customers before hosting workshops

Absolutely brilliant tool to be able to connect with customers. We are able to easily set up different banners, notifications and surveys/polls within the platform and have them go live instantly. Not only is it brilliant for our CS team but our Marketing team are able to get lots of value out of it for connecting with the customer to promote events, promotions or collect feedback.

There isn't anything major but a minor gripe is the search functionality when refining audience, sometimes 'job title' doesn't seem to show all the results for example.

We are able to access all of our customers with a few clicks of a button, able to get quick feedback, answers to questions or promote specific events/campaigns.

the use of GIFs makes an interaction go from good to great

the search filters on chats aren't great. Usually don't get what I'm looking for.

Customers can come through with ease. I can also send out messages to targeted customers without much issue

It's really good. Probably the best chat application out there. A lot of integrations and possibilities. I use it on a daily basis. My role is customer success manager and so now and then support.

The price. It's a good business model, if you like to use more, you have to pay more. Witch makes sense, but that's what comes up to mind now.

It helps customers to find there own answers 24/7. We can have instant conversations via chat.

Automation! The best thing is that I can sleep, and the system is doing their job

Maybe we cannot change the background to make our newsletters even more beautiful. Also, I cannot easily send it to my tag audience. Not easy to target group.

All the emails and data are going directly in the system, I don't have to do it manually any more

Intercom's Support Center provides a clear and direct example of how we can use Intercom tools within our own product. We do not have a membership that supports us having a direct account manager to show us how to use the system, so it was looking at the examples of how they manage their own support that made it relatively simple for me to learn on my own. Integrating tools into our platform is very intuitive. I have also gotten a few research questions answered through the Intercom community, which is a huge help.

If you don't know where to start, it doesn't seem like there is enough Human support to help get things moving.

Enabling customer self-service allows our team to be more strategic, as we know the Intercom tool can support most of our users with their foundational needs. Intercom tools also support us in driving platform feature utilization, where customers might not be using features as much as we'd like (or as much as will support their initiatives), so it is a way to draw attention to items they might not discover on their own. We also use it to support new users and ongoing email newsletter communication.

flexible and easy to edit workflows mean it's a much better and faster way for customers to get information and resolve their issues

It's a big app with a lot of functionality, so it does take a while to get a large team fully onboarded and confident with everything

We used to have old school ticketing, now we have a responsive self-service chat bot and chat interface for our agents to use. It also solves the problem of a single point of customer communication on our app for in-app messaging, surveys and onboarding which loop back into our support and product team for feedback if we announce new features for example.

Workflows and Macros are really simple to use.

Unable to export reports, specifically around team performance

Helping us to support our customers through human and automated customer support

It's great to see the immediate impact on the work you do in Intercom. You can see the AI Bot helping customers instantly and workflows helping to make sure the Support Team have all the information which ultimately impacts the Customer's experience. It's very easy to make clear and easy to follow guides for our Customers. I love how Intercom makes it easy for us to help our Customers and easy for them to seek our Support. Being able to customise Intercom to suit your internal processes to suit your own needs is refreshing. Having integration to our Status Page is also a benefit to add layers of transparency with our Customers.

I think it'd be great for Reporting to be more advanced especially with the AI Bot sats. I alos think sometimes areas are hard to improve from our stand point like searches which return no results, this isn't something we can action. So, having more support on how we can action these and action low unresolved Bot conversations.

With so much incoming it can be hard to manage what queries are for which Team and Intercom is an easy place to manage this within. Having different Teams set up means the Customer gets consistency and we are achieving the correct expectations. We want our Customers to be able to reach us in the easiest way possible for them and the online chat is exactly that.

Simple straightforward in-app help for our customers, it really feels like intercom is a human-first AI powered business that I trust to keep developing in the right direction.

I don't believe the ticket offering is strong enough yet for me to push to our other products. I am hopeful this will change soon.

Right now it is really helping us deliver our self-service content is a way that customers are actually paying attention to. These days customers are less and less inclined to read product manuals, the chat and chatbot are both redelivering this help in-app, in-context and immediately so that customers get the quick answers to quick questions.

In my role as product support associate I love intergrations with jira tickets, plus being able to add notes onto my customer conversation, also use tags that can then be integerated with productboard

Stats and data for chats. It doesn't take into account working hours Plus you cannot see on your individual csat responses on csat stats

Helping me attach support articles to customers that integrate aith our website Helping my conversations whith customers

- easiness to use and to integrate different channel - variety of support expereince enhanced (knowledge base, chat, bot, whatsapp, ..) - reporting is clear

- table management and filter view (not always allowed) - macros and automation workflows are not linked - workflows do not have the best UX-UI

- immediate support for customer - knowledge sharing - onboarding experience

A facilidade para criar posts, chats e e-mail que são disparados no sistema do cliente.

O atendimento que ainda não tem em português.

Entregar respostas através de inteligência artificial sem o contato com o atendimento humano.

The display design is very comfortable and is easy to find the tools we need.

Sometimes it takes a little while for the chat's clock to get the right time in which the chat was assigned.

Is helping us to do our best to communicate with our customers to solve their issues and give them a great customer service experience.

The ability to snooze and leave internal notes are gold. It's a big step up from assigning coloured tags to people, and the risk of deleting emails as well.

Limited number of users and linking issues to Jira need the additional add on (which we can't get because of IT restrictions).

Intercom makes sure nothing is missed and we can keep an eye on customers waiting for a reply.

Todas las posibilidades que ofrece y que se pueda hacer todo lo vinculado a personas usuarias, leads y atención al cliente desde una misma pantalla.

Quizás que entre tanta información que almacena a veces puede ser difícil encontrar algunas cosas.

A centralizar todas las comuinaciones de engagement con las personas usuarias de la aplicación. Gracias a Intercom pudimos atacar, con distintos formatos de piezas de comunicación, a diferentes segmentos como churn, trial ended, y muchos más.

It gives you different possibilities to interact with the intercom community

it keeps me busy by discovering new features and services offered.

Customer support channel and marketing channel

I believe it is a very efficient and friendly tool to use. The interface is quick and clear.

I do not have any negative comments for the platform at the moment.

Speaking to the customers live, through Chat. It helps me to connect with the customer and to provide all the information he/she needs. The AI tool is wonderful, allowing us to communicate ideas in a complete and a professional way.

User Segmentations, Help Center, and engagement features

Pricing for reached users. It is too expensive for email marketing.

Help Center, Customer support via Live Chat and AI Chat Bots, User Onboarding

Speed of service, user interface, ease of use, ease of implementation. It's a joy to setup and even better to use. Great, great, great fan of the product.

Setting up conversation tags could be easier. And adding HTML to articles would be a nice feature.

Intercom solves the need to have seperate tools for your knowledge base, product tours, chat service, email inboxes.