Intercom Reviews & Product Details

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.