Intercom Reviews: 4.5/5 — Highly Rated

It seems like for every possible thing I could need, Intercom has a solution. The team (both live onboarding calls and through chat) is great and helps whenever possible. I can do a whole lot of things I couldn't before and improve the customer experience

It seems like while Intercom is dedicated to supporting many languages, Hebrew, being right to left aligned is causing some issues and maybe not be fully suited just yet.

First of all, the chat is in the agent's hands, and they can take control and help us help our customers in the best of ways. Also, the reports are crazy extensive and help us find a way to look into our work better.

Using a chat-first support process allows us so many favorable variables: - visibility into user data of who is we are talking to - visibility into where on our platform the user has been and is initiating chat from (page URLs) - chat experience allows a rep to manage multiple conversations at the same time - chat experience tends to allow the user to feel freer to provide honest feedback than over the phone

It's hard to call it a dislike, but the Intercom platform does have a lot of valuable tools, and though they do tend to be easy-to-use, it does take some work to set them all up. Getting the total value from our Intercom toolset will take time as we build out our support process and team. If you are building or leading a CS department, I can't stress enough the value of a CSOps role to help own these things.

Intercom is filling several core needs for our SaaS customers: - direct end-user support access - housing our knowledge content - driving deflection with the ability to provide 24/7/365 access to the knowledge content and serve it up using resolution-bot - delivering a support experience CSAT for those who engage with chat support - delivering knowledge content feedback on articles that users find helpful or not helpful

The fact that everything is accessible. From the inbox, mentions to lead data. It has absolutely everything you need.

There is nothing that comes to mind regarding this

Communication with customers via our website - meaning quicker responses for our customers - therefore reduced complaints!

The product tours feature, so easy to use

Nothing I can really think of, have used 5 different helpdesks and this is comfortably the best i've ever used

the bump feature is saving us so much time in chasing users it's great

All my correspondences are open and ready to communicate at any given time.

The new Dashboard layout, but then again I need to give it another go when I have time.

It has speeded up my interaction times with clients through the interaction between apps.

- Template are extremely useful, allows you to answer complex questions very quickly - Customization, being able to customize the messenger bubble with our branding is awesome - Integrations (slack / hubspot)

- Instant chat makes the customer expect an immediate response, which can sometimes be complicated with a small team

Centralizing every customer conversations, including emails

As developer, Intercom was very easy to implement on my platform, and from there creating segments with the companys, users and leads was a piece of cake, everything there is easy to use and make filters and more better than that, collect data about our customers necessities. For problem resolution, the bot constructor and articles management are great tools that delivers to our costumers all the help they need.

The only problem so far I have with the Intercom is the interface... I easily tend to get lost sometimes navigating in the menus but I think it's something personal.

Since the implementation of the bot, our customers got their problems solved more fast than ever, because before ever having a human contact, the bot trials what the problem he is experiencing and sometimes is something very easy to solve that the article sugested helps to solve the problem in a minute. If they need to talk with someone, our support team already has all the informations.

Being able to keep track of client history, seeing the salesforce information integrated on the side bar, ease of use with macros and creating help center articles.

With the new update you can see which team members are looking at your conversation, and it is also not as apparent who is assigned to the conversation. Sometimes seeing other team members is helpful, but other times not necessary and I do not see the benefit.

Solving quick responses to our customers and a modern way to interact with them directly on our website. It is very user friendly and easy to navigate. As a new employee in this business I found it very easy to use and learn.

What I like most is the ability to create my own macro responses. This helps when supporting multiple incoming chats with common questions, and doing so quickly!

I would very much appreciate less abrasive sound effects. With my ADHD, while I still work well in Intercom & the sound effects get my attention, they are more disruptive to my thought flow than sounds without as much sybillance.

I need to be able to support multiple incoming customer support chats at once. The interface does that cleanly, provides me the account information I need, allows me to utilize my own macros, and because of this I'm able to provide clients with the support they need in a timely manner.

All-in-one - chat, email support. And the reports are very useful.

The new UI. Intercom the way it was has been very functional and dependable.

Customer service, sales, onboarding new customers

I like the design, speed and ease of use.

Smart auto-assign feature is the only one.

It allows us to help our customers fast with GIFs and a nice interface.

I love the dark mode they have. A lot of websites need to really push this out, it's easier on your eyes. I also love that they are constantly improving the platform with new features. Their latest update is the best I've seen and interacted with. Being able to navigate chats is a lot easier with keyboard shortcuts.

I do find the chat bubble a bit distracting sometimes, wish it could be hidden from view or moved around the page.

Intercom helps by allowing us to connect to our clients much faster than sending out an email. It also holds a long history so I would prefer using intercom over email any day.

Pracidade e facilidade. Construimos nossos fluxos bem rapido e conseguimos melhorar alguns pontos que não tinhamos em outra ferramenta.Variedade e também autonomia pra fazer qualquer coisa.

Não gostar é dificil. Mas tem alguns pontos que já está em desenvolvimento. Como melhorias em algumas integrações já Nativas, exemplo Salesforce só criar casos para contatos já existentes.

Deixando nossos clientes menos tempo esperando por um atendimento, simplificando fluxos.

Macros are helpful when we have repeat questions from customers and I can easily reference a pre-written message.

I have been using intercom for a couple of months and there is nothing I dislike at the moment.

Intercom helps us communicate with our customers when they are having issues. It is extremely easy to communicate and reference old conversations for context.

They have enough features that are required by any business that runs a Customer service team. Features, namely, Csat- survey, Emails, chats, Tags, and Integrations if you need third-party products you already use.

Well, If I'm being honest, The delete option that is available still holds the message details like their timeline and the deleted status. Would be better if we could just make that invisible if deleted before being seen.

Customer Service Platform for chats, Article creation & quick share option, bot to identify and share quick solutions/ articles. The marketing and tracking of client information, and status are all good too.

It not only cares about the customers that the client will have but also cares about the clients. Another best thing is that they regularly push new features almost every two weeks.

I didn't come across any such thing where I was disappointed. It's just the best. I migrated from another service, and they weren't that good. Intercom almost covers all use cases, so there's zero chance of any dislikes.

Intercom helps in solving customer problems, and provides assistance and support to the customer (with BOTS too).

User friendly and easy to use, it is one of the best things.

Not straightforward in an installation that you can not use the app if you don't have a subscription or free trial.

Customer supports, now we can have online support for our users.

In the past, I've worked with support systems that don't allow snooze functionality. This along with the clean look of intercom are huge for myself and the team. Snooze is huge because the support system to be a hybrid between webchat and email/tickets. Additionally, I love the ability to use resolution bots as the value it adds is huge.

The main things I dislike are tied to the new inbox. No heart option for positive wins, survey rating is not displayed as it was before, the send/snooze command isn't working for my team & we've been getting more connection issues/no notifications for replies which can be an SLA concern.

Problems being solved are issues we get through emerging, widespread issues (site is down). We can easily put them in a custom box and send a large macro to all or set up a bot that answers based on keywords. This is a huge benefit as it keeps these repetitive tickets away from the team so they can focus on more specific questions.

As a support team member for my company, I have an extra appreciation for how helpful, detailed and friendly the whole Intercom team is

Some of the features are very complex and one little detail can throw alot off.

Improving the inbox to make us quicker and more effective

I like both Intercoms as a product - nice chats, outbound emails, and notification popups. Oh, and Product Tours - what do we use most. Great blog, and very caring and attentive support. Has an integration with Fibery

Pretty pricey 😓 That is the only disappointing thing so far.

- helps to communicate with customers - store help guide and nicely suggest necessary articles to users - product tours, notifications and outbound campaigns

It's been easy to teach our agents to use for their case management, and there are enough features that we need to do our work in an average day. Any time I've reached out to support, they've been very friendly and helpful.

Some of the features we've been used to using in the old inbox interface have been removed from the new inbox format, or they've been moved around or take extra effort to use (such as macros or emojis). I appreciate having the option to go back to the old inbox, but it would be nice for some of the basics we'd been using before to be more present in the new layout.

My team has to work with hundreds of customers a day and it's a lot more efficient to work with chats than on the phone or through emails. We also have it set up with Zapier to create Salesforce cases once the chats are closed, and that's been a really great integration option.

Interface and ease of use, it's going good!

Refresh rate and clicking on All option after getting the screen.

It helps us to answer customer queries and benefiting customer satisfaction.

I love the interface. It is intuitive and easy to navigate. I love the features they provide. I can create bots, articles, and bulk messages way faster than on other platforms.

Two things: 1. being a live chat platform, they need over 24 hours to get back to you if you reach out to their customer support. I believe that shouldn't be an issue for a company like intercom. 2. The price is far from scalable. We wanted to use them for our marketing activities + Product tours. But our product has 50,000+ new users every month. The price for product tours, in that case, would be over 4,000 EUR which is too much.

It solves a problem with custom bots. Fair price for great functionality. It also solves a problem with getting stats about agents' activity and conversations. However, with recent subscription changes, it became a bit more difficult to use Analytics as they moved some features to an add-on which should be paid separately.

Centralizing all customer communications in a single platform that can be accessed across departments, from customer support, success, product, QA, and development. Segmented messaging and event tracking.

Would like to be able to query and report on user events - currently, we use Mixpanel for this, but it would be great to be able to see this in Intercom.

Intercom has helped us understand user behavior and troubleshoot customer issues. It's enabled us to provide very responsive and timely customer support.

I can just focus on helping our clients and improving our services

Some of the most used features take me one click extra to get to in the new beta

Easy access for backend users to guide them through our platform

How can you interact with people have good conversations

That i can work more time in this program

That you can Attach files and macros to do your interaction with customer more Quicly

The initial setup process is very intuitive on the Intercom side. I found the process of integrating the messenger with our landing page provider to be very easy as a non-technical founder. The broad suite of pre-built integrations with the other core tools we're using is a major plus. As a self-funded startup, the Early Stage program makes it feasible for a small 2-person team to provide high-quality customer support (our primary use case)

We're looking into some of Intercom's premium features/integrations. However, it isn't totally clear whether we can pay for premium features (e.g. WhatsApp integration) while maintaining our other startup program benefits.

We're a small 2-person team building a fintech application, Intercom is serving as our primary customer service tool. The AI chatbot directing customers to existing resources/answers to common questions allows us to focus on issues that require our attention

I love the details and how I can customize my menu bar

I haven't found something that I didn't like!

Its helps with replies to customers and it seriously helps being able to see when they have opened a message

I love the reports, the inbox where conversations take place, the possibility to add new apps and features. I also like the messenger and the help center. It helped structure our content and knowledge base really fast and with easy access for our customers to self-support themselves.

Pricing. Too high. We are moving from the startup price to standard price and the price jump is to high. Should include more seats and functionality. That your own chat is not answered until a day or two later.

Answering our clients tickets really fast and having real conversations through the chat.

The features that they have. Intercom has extensive tools

All the additionals costs for all the features

All our customer care procces by chat and the series