Intercom Reviews: 4.5/5 — Highly Rated

Very nice design, easy to use, great layout for tickets

Charges per customer who uses the chat feature which displays on our site

High income of customer queries!

UX is good; easy to integrate with our internal reporting system

need more data on reports, like deeper dive into agent interaction. Also need to be able to automate reassigning chats that go unassigned because an agent sets to away mid-conversation

Good instant interaction with customers...able to answer questions that would otherwise either be unanswered or clog up phone lines

I work as the only member of support for a small startup of 20. Intercom has done us well, is functional and easy to use.

Prioritizing the incoming messages is difficult, and we pay a lot of money but would need to upgrade in order to get certain features we need.

It’s very user friendly and accessible, and the customer facing user experience is great.

If you need to send a quick message this application does what it needs to do.

There are not a lot of features and there are many other applications out there with more advanced features.

Quick communication made easy

We use Intercom for inquiries on our website. Before Intercom we received a lot of customer calls asking about sales, support, general questions, etc. Intercom has streamlined the inquiries and we're able to answer faster.

I don't find the UX/UI very intuitive. I'm not the primary user of Intercom but I have responded to a few inquiries.

We mainly want to provide answers to customers related to sales or support. It's much easier to route questions to the appropriate person at our office.

I like having a simple integration that takes the commercial's teams "needs done yesterday" customer-tracking demands away from the dev team.

The interface is terrible. Important features like search which were once obvious have been refactored into obscurity. That omnipresent bubble is very irritating, especially having new messages pop-up which have to be clicked into to be cancelled. Features are universally deprecated without offering the customer the option of retaining them.

It's made user support instant and fully accessible. It's enabling us to track signups and segment our customer base.

I like how powerful Intercom is, not only just a live chat app but also allows you to keep in touch with users.

I dislike that it has a clunky and heavy UI/UX.

It is allowing us to interact with customers ASAP.

The chat widget we included in our product provided easy access to our support team.

I found the mass communication capabilities to be difficult to use.

Support

There are plenty of features and ready to correct with customers. Bringing together email, chat and social media input to a single interface is great!

Notification in app and in emails so not always work which impacts productivity badly.

The ability to service customer support from a single platform no matter how they contact us.

keeps customer emails out of your inbox. This is amazinggg

not the most intuitive platform. Sometimes there are duplicate accounts for users that are hard to find

Analytic capabilities of intercom are basically untapped at my workplace

Intercom is good because it allows you to view a lot of information about users such as the last time they logged in and what browser they are on and it allows you to talk to them

What I dislike about intercom is that there are people that are on Support are not very helpful and are not very nice. I put in some feature request and have not seen them come through and there’s no follow up

It Allows us to send automated messages to our customers

It acts as a faily decent (comprehensive) CRM, from which you can also manage newsletters.

Can get very expensive if you add more contacts in the system.

Communicating with clients and prospective clients.

This is great to use for external communication with our customers for in-app support.

Sometimes it is difficult to route the correct conversation to people in our organization. I'm not in charge of setting this up however.

The benefits are realized when you are able to help the customer within the application instead of having them submit a support ticket.

The ability to chat live with a customer while on our website.

Some of our intercom chats often end up in Spam boxes, making us have to send through our direct email accounts.

Better customer service, real time support.

I like that Intercom allows customers to communicate through a live chat feature. As a customer, I prefer to have my issues/concerns/questions answered through a live chat tool vs. email or having to call.

It can be hard when you have clients who are across all time zones. It seems like Intercom is unable to really customize the alert and wait time response accurately. This can lead to customers thinking we will respond in 10 minutes, when the reality is, we are out of the office during those times.

We utilize this tool as a way to offer live assistance to our users. It allows us to quickly address and resolve customers issues/concerns/questions.

I like that you can manage all of your customers and communicate with them easily. The tracking feature is also good for e-mail marketing.

The interface is too plain for me and it gets buggy more than the other CRM systems I have used. I think the company was overthinking. Seems not as user friendly and simple but more for techy type people and to me seemed outdated.

I use it to look up customer info and have used e-mail but not the Live Chat feature. I think it works well when it works and isn't buggy.

I love the automatic ping you get as a rep

There isn't much customization and the import/sync process was a lot of work

Support and customer success. Answering questions quickly is the main reason our app end-users love it

I love first the user interface,it is self explanatory and makes it easy to navigate around the program.

Automation is difficult for a simple thing as email notification.Customers sometimes drop us an offline message and we don't even receive it.

Intercom allowed my company sales representatives to talk with customers on a more personal level than they usualy did or were used to.

Intercom is fairly easy to use. I like that we can see what page the user is currently on and with previous conversations. This makes interacting with customers easy. I also like being able to see how many chats each person takes in the reports.

The noise is a bit obnoxious and from time to time there is a lot of lag.

It allows my business to connect with people who visit our site! We are able to connect with customers who do not want to talk over the phone.

The bulk of my work is done in the "Respond" tab which is pretty straight forward and easy to use. Managing chats, transferring, and tagging is simple.

The search function is not reliable and reporting tools are more manual than desired.

We use Intercom to chat with users on our website. It allows us to quickly engage and offer our assistance.

Intercom is great for capturing live visitors on your website. Based on the different pages they visit or navigate within, you can set up camped and custom messages that assist these visitors with getting more value out of their visit.

The user experience can feel at times static or come off as annoying.

We are learning more about what our existing and potentials customers are looking for while visiting our site.

I like creating segments using our attributes to group together certain users.

It's not really a CRM so I can't call a user or a lead and store or take notes about them.

Automated messaging has been very helpful. It takes a lot of manual work away for customer service. Intercom is also beneficial for UI to track how a user moves around our website and app.

It's very intuitive, filters are easy to navigate, and multiple functionalities included makes it a good tool for lots of different purposes related to user base and support

We wanted to have a separate support module that focused more on actions taken by our support team and integration into our product and Salesforce for customer information pulling

We were solving issues around understanding usage of our customers and end users, page visits, pop-ups to be shown on certain pages within our product, and communication around issues faced by users

I like that Intercom provides my team a real-time tool for client interaction. I appreciate the email or phone notifications when a client has sent an Intercom message so that we can quickly respond to any inquiries. Additionally, I really appreciate that Intercom auto-populates a message saying "X usually responds in ___ minutes" so that my clients can know how responsive my team is on average.

When on mobile, users do not see if other users are answering a client's chat. Oftentimes my team members will submit multiple responses to a single client not knowing that someone else has already answered and as such confuse or overwhelm the client.

We use Intercom solely for client-facing messaging (both real-time chat as well as auto-messaging). It is really helpful to be able to respond to or address our client's needs as quickly as Intercom enables us to do. Additionally, if we ever have a bug or outage on our site or a new feature released we use the auto-messaging to announce these things to clients making it easy to quickly disseminate info.

I like that Intercom makes it pretty simple to monitor your customers, their usage and set-up campaigns/communications. It's also a great "widget" for in-app communications.

I dislike that as we've grown and needed to make changes to existing campaigns, communications and tags, that there is no way to make mass or bulk edits. It's proved to be very time-consuming and difficult to go through and make all of these edits one-by-one, one customer or one communication at a time.

In-app communication, campaigns to customers, campaigns to prior customers and trial users, usage data.

It's good for in-app communication. The three different styles of alerts are well thought through and the Intercom interface deftly manages to be both recognisable and low-key enough to not interfere with the branding of your app. The data capture is good, segmenting is well executed and there is some useful reporting to boot.

Unfortunately it stops short of having full CRM-like functionality; we hoped to use it as our main customer database but it didn't quite have sufficiently fully fledged features to do that.

Keeping app users up to date. Improving back/forth communication. Giving support users a more personal feeling. Segmenting users to deliver nudge messaging.

For a start-up, this is a fine platform to manage customer inquiries and schedule automated outgoing e-mails. Much like a "task-oriented" format, it's easy to track which are pending, completed, or yet to be addressed, and the ability to view which have been opened or when accounts have last been accessed, and assign conversations to a specific team member, is a helpful tool for the sales team.

Many customers think they are utilizing a live chat service, even when we are offline, so when a response is not immediately received, there is some level of unwarranted frustration. Also, having come from a SalesForce environment, it's difficult to downgrade to a platform with far fewer bells and whistles.

We needed a way for prospects on our website and customers logged in to our platform to contact us easily, but in a far more organized system than a basic e-mail link might provide. All inquiries are automatically linked or "filed" under the related contact, which allows any team member to quickly obtain a big picture view of what's been happening. That's enabled us to present a cohesive, coherent response to each individual.

Flexability to tailor to our business needs

Customer Support is very limited, the "per resolution" cost is high for a highly scaled solution, the implementation has been difficult (thus the problems with Customer Support)

Customer support and prospecting (engage to book a meeting)

It is pretty simple.. Not sure what else to add

I do not fully see the value for the money we pay. When I go to use a new feaure, I feel like I am asked to pay more

Managing customer engagment

often updates - we may request a feature and eventually, it will be implemented Design - the overall look of the intercom is pleasant to look at

support - they have no knowledge about their product. it takes 3 days in chat to explain the problem and to get an answer. everything should be double-checked cos the support offer provides incorrect answers. The same goes for our "customer success manager" - we had to almost argue with him over video call to prove that the explanations in their help centre is not correct (not how it works in reality)

AI bots, online chat support, email support - we provide all range of customer support replies and use Intercom for that