Intercom Reviews: 4.5/5 — Highly Rated

Not many steps involved in just replying to a ticket

Search function just does not work. Trying to use the Search icon to search across conversations is frustrating and mostly hangs the entire page. It's been this way for 2 years. Sadly no one has bother to fix it. Either hangs or returns no results or irrelevant results. Searching across tickets should be a very basic thing IMO

We run our support email and chat support on intercom

A centralização da comunicação com o usuário As possibilidades de enviar diferentes tipos de mensagens e interagir com os clientes por formatos diversos, como chats, emails, posts e similares. A organização dos dados e informações.

Acho uma plataforma pouco intuitiva em alguns momentos, o que demanda um maior tempo de uso para realizar operações simples, como segmentação da base e programação dos emails. Além disso, há uma dificuldade na abertura de chamados e a plataforma apresenta bugs frequentes.

Comunicação com o cliente Suporte com o usuário Organização das informações sobre os usuários da plataforma

It is ok, provides another channel of communication for customers

I hate that it creates a new case in Salesforce everytime someone responds within the chat. It creates 3+ cases when it should really just be 1.

It provides another means of communication for customers.

Tiene muy buena integración con los usuarios y los datos personales se muestran facilmente

No se puede configurar que no haya un bot automático luego de cada respuesta que nos puntue y no se pueden ver las imágenes de twitter.

Nos ayuda primariamente a responder consultas que no tengan que ver con redes.

The chat feature works quite well. UX is good.

Communication regarding what is included in the upgrade was not transparent, and only after we signed the contract, we realized that several important features (such as bots) are included in the "custom" plan.

Client support & automation

The system itself is awesome and very easy to navigate.

The turnaround time for a response takes way to long.

Intercom is great with its integration with AirCall.

Intercom is amazing when it comes to what it has been built for primarily - conversational marketing via chatbots and popups. The playbooks are a nice way to get started, and it's easy to set everything up in under 1 to 2 days.

We've paid for the product tour feature that doesn't really work for our product (they declined a refund for an annual subscription). As a result, we have a subpar onboarding experience and I would recommend looking into the competition. Not only they do not work for all use cases, but are also pretty buggy and expensive for what one is able to accomplish with them. Add-ons are useful, but you will pay a lot, and I wonder if the value-added is in line with the price.The A/B testing for proactive chat messages is absent/a part of an add on, which is not the case for any other competitor product I've tried. Finally, they are fast when they need to sell you something, but when you need help with the product they've sold you, you'll be stuck in the queue for two days (to be fair, the support is nice when they do get back to you). My final grade for the tool in terms of ease of use (of the chatbot) would be 6.5/7, but the product tours get a 0/7. Also, the access management is hilarious. As an admin, I had to ask another admin to give me access to certain features (and this wasn't the only time intercom fell short on delivering a seamless experience).

Multifunctional chatbot with customizable outreach.

It's okay to use from day to day. But if it's used every day it's a bit overwhelming.

The number of spam emails I get from active chats and messages.

Easier to communicate with clients.

I love being able to chat and respond to emails on a single platform.

Too many options from a customer support point of view. It can be a bit confusing.

I am supporting post-sales of the company. I am able to track the links that the customers have used and what page is giving them challenges.

It's a messaging system so in this respect, it does the job. Integration with other apps is good. Reports and stats are helpful. Used to be great customer service so I hope this returns to it's previous standard at some point.

Customer service has gone downhill over the last year which is quite disappointing as it used to be great. It now takes a long time to receive replies which often miss the point of the original query or aren't particularly helpful. I've also had to explain to customer service how to use the Intercom product and where to find previous client conversations so I do not have much confidence in the help team at all anymore if I'm honest which is sad considering that it used to be such a great experience. There's also frequent outages where Intercom suddenly starts running very slowly, or we're not able to respond to clients at all, however this has improved somewhat over the last few months compared to what it was. More flexibility would also be good as from an admin point of view, currently Intercom is rather rigid in what we are able to do.

Resolution bot and custom bots are useful, as are the reports and integration with other products, however again, more flexibility would be better. Often a basic feature requires a separate paid app which seems a bit ridiculous considering what Intercom already costs.

Shared email and distribute tasks to staffs.

It would be fine t have an HTML sign section in each email. Missing email blacklist and automatic mail assignment in lower plans.

Email is mainly some task. Task distribution in company is the only thing why we use Teamviewer. But, we are consider to leave it and always looking for better solution.

Connects you directly with a customer and great management tool to keep track of your customers

As an engineer, it's a little overwhelming how many tools there are. Would be nice if the design was tweaked when its an engineer as a user

Customer issue tracking, been using it as a CRM tool alternative

I think it works pretty well for customers. The messenger works nicely on our website and app. I also like that you can install third-party apps for collecting customer feedback.

It's an absolute nightmare to manage. You go into settings and nothing makes sense. I have no idea where to find anything. The navigation is this mess of a column with no wording, just icons, then a sub-menu of more icons, and nothing has names that make any sense. The backend needs serious UX research to become usable. It's pretty bad right now.

We use this for support chat and feedback requests/bugs for our web app and mobile app.

Its ability to Automate responses and its AI Bot. There is a featurecalled mention which can be quite helpful when a colleague wants to tag someone for support and help because he get an email immediately for the same. Other thing is that it has the capability to integrate with other CX vendors like ZIWO which we are currently using and if the CX is using the desktop application of ZIWO to make outbound calls, the calls will be recorded and one can get a visibility of those calls on the intercom platform itself on the customer's interaction page.

There is a lot to Dislike. The first thing is Reports. There are so many limitations on what cannot be exported into reports and what nothing. The biggest issue with it is its inability to generate sufficient and adequate reports. You spend a chunk of your time creating reports out of the data from the intercom. There is no feature to block the customer with a form to send messages to email for unavailable hours; there is no feature for customized FCR calculation. Available reports only calculate median and not average, which is again a huge issue because the CX industry mainly estimates the data on average.

Currently, we are mainly using it for live chats only. I think those who don't have specific KPI's in place like AHT and FCR and others can gain sufficient benefit from intercom.

My favorite part of Intercom is being able to schedule posts and select specific user groups based on Tags.

Sometimes, the tags I create on my company's admin page don't load on Intercom until much later. Then, I have to wait to send a message to a tagged group of users.

I'm solving the problems of mass communications that's still targeted and scheduled. I love being able to interact with customers directly and give them prompt responses. Additionally, many users can be on the same account which is great for colalboration.

The messenger setup is very easy and simple.

The inbox where we see chats is not very clean.

We are generating leads and assisting customers globally using intercom.

Where it automatically sends you an email when you close the chat. The bots are easy to use.

No Japanese language support. I would like to see the interface of analysis strengthened, like zendesk, for example.

I use it to help me with my customer chat queries (customer support). It also helps to reduce man-hours for automation assignments, tagging and canned messages.

Chat function is great, sharing articles is nice and the ability to send product tours is amazing. Answering messages is easy, as is assigning them to teams. Very many options to add teams or individual colleagues to conversations and add notes. Also, it's quite easy to see all conversations we had with a customer. Easy to add notes and to add saved replies. Great to send appcues too.

Very limited insight if you have a cheaper plan, have to upgrade for everything. Sharing articles is in a very tiny messenger view, which my customers cannot make bigger, so some of our articles are hardly legible. Product tours is great, but our website uses one url for a great part, which makes it impossible to make all the product tours we want. That's a really big pity. I would really like more options for the report, not just seeing the Median for example. We pay quite a lot already and still have very limited access to features. Sending outbound messages isn't extremely intuitive, you have to go to a seperate section. It's sometimes hard to navigate the whole website, there are almost too many features (many of which we cannot use anyway). It's very annoying that Saved Replies are different from outbound saved content. We often want to send the same things. I also miss the option to search through saved content.

Having a quick responsetime, answering customer questions through chat. More options for customers to see our articles. We are now quicker and more efficient in many ways.

I love the user experience, its easy to use and pleasant to look at

The lead capture is not great, there isnt much distinction between all individuals captured and exporting is not easy either

Chat functions on our website, we convert about 10% of intercom inbound leads

Useful tool to keep track of clients new and existing ones.

Havent had the chance to really dive deep into it yet, looks pretty promising however.

customer relations and the benefit of it is having a live chat software integrated with the website so we can talk to customers live.

It's very good to build a connection with my users

Not good API. Api are not clear and they are missing a php library

Chat with my customers

Their live chat platform is a solid tool and offers lots of useful function.

Their customer support is terrible. Even when you're in the US timezones they take hours or sometimes a day to get back to you. Their search function is somewhat frustrating Lately they have been making updates which we use search functions in that reduce functionality and effectivness

Live customer support Help library

The help it gives to others aside from myself

It is hard to work with sometimes needs a little more tlc

It's fast to help others which is a plus

I like it's reporting, the use of gifs and the answerbots.

I do not like the layout when doing multiple chats and the using of control and enter to submit replies.

the ability to chat with customers.

Group involvement, round robin assignment when it works but need more visibility

Lack or reporting and bot capabilities for internal people

community atmosphere / same

Great strict program full of a lot of options and tabs that help making typing and pop out of data more easily especially in the pharmacy field data

Sometimes it’s slow and it freeze may be coz when open many tabs , in addition, it might forgot to come up with some drug drug interactions

Billing ins have pt profile and check drug interactions drug drug interaction, seeing the whole patient profile

Being able to view previous conversations along with what page the user is currently on makes my life easier! I can better assist visitors and ask fewer questions. Tagging is also very easy to get done.

Sometimes there is a lot of lag with intercom. Chats are delayed when they come in and if you block someone the chat takes a very long time to delete. The notification for incoming chats is also ear piercing.

We are able to better assist people who visit our site! Not everyone likes to talk on the phone, so intercom is a great way to assist people on a different medium.

Intercom is an easy way for customers or potential customers to reach us, since they see the little chat box at the bottom of the website when they get to the landing page. It is easy for customers to use and is easy for us to communicate with them.

The interface is terribly confusing and difficult to use. It seems out-dated and bulky and I'm rarely able to find what I'm looking for. I have bookmarked the tab I use most, which is where our chats "come in" so that I don't have to waste time each morning logging in and getting to it. There are a lot of features we would like to have more control over customizing, such as requiring email addresses when they come on chat, but after countless hours speaking with support, we still aren't able to do this. It also brings in a lot of spammers and bots, wasting our time.

We are using Intercom as a way for new customers who come to our website to be able to reach out to us easily so that we can answer their questions and make sales. I don't have any exact numbers, but I'm sure it has increased our sales by a small percentage, however a lot of existing customers tend to use this as well, when we have a different chat system in place for them within our Dashboard, and we waste a lot of time with bots and spammers.

Intercom helps me stay on top of my customers' needs. They've always got the chat window available when they're using my product, and using the mobile app, I can get push notifications of their needs 24/7. Is that a fantastic feature? You bet. It's especially fun because we've got customers around the globe so I never feel alone, even in the middle of the night on my weekends!

Intercom uses their own product to notify me of updates; this can get really annoying when I'm trying to work and get notifications from them that I'm not interested in. I haven't figured out any way to unsubscribe.

One of the handiest features of Intercom is that I can see the exact URL of the page my customers are on when they message me. So if they forget to send a screenshot of what they're looking at, I can visit the page myself and see the issue they're having.

I like the instant interaction I'm able to receive when launching a new product. It allows our team to be on the ball in case any bugs arrive or additional support is needed.

A lot of upkeep required in order to manage this product. We had a team of over 5 people that weren't able to handle the amount of incoming questions. A good amount was spam but we were able to find a few gems within the instant answering mechanism.

Providing technical support and fielding bugs. I believe we discovered bugs more quickly as most people who be annoyed to have to fill out a ticket and then wait for a reply. The instant reply was essential to figuring out what was going on at that exact moment. Only problem is that we're too small of a company to manage this upkeep and were only able to activate this service for a limited amount of time.