Intercom Reviews

Easiest support tool to have.
Makes your team very accessible, also makes the support process simple for the end users
Good integrations and useful statistics provided

Pricing - it is not very cheap. Pricing also often changes
Help center tool - it could really use some help and updates
Also, a lot of Add block tools catch Intercom as an ad and blocks it - thus creating inconvenience for end users having to choose between

The ability to centralize communication channels, including chat, email, and even social media, streamlines our workflow and enhances efficiency. The platform's automation features help us scale our customer interactions without sacrificing quality, and the analytics tools provide valuable insights into user behavior and satisfaction.

The pricing structure can be a bit steep, especially for smaller teams or businesses with limited budgets. Additionally, while Intercom's support is generally responsive, occasional delays in resolving technical issues can be frustrating. Overall, Intercom empowers us to deliver exceptional customer experiences, but careful budgeting and occasional patience are necessary.

Direct integration to your website or system and being able to feed data directly to intercom. You can then use that data to filter and manage customers.

They have been launching new features but it feels like they are towards the higher priced plans, which may make it expensive if you got 10k or more users.

The customer support is the most responsive I've ever had from a messaging / email software. We use the email because it's already integrated into our messaging and support software, so we don't have to do any import of the contacts.

It's not super intuitive or the easiest to use sometimes, like all enterprise level software it can get a bit complicated. It's also not built out for email, e.g. we also can't create unsubscribe groups on email which is a bit annoying.

I love the fact that I can use Intercom to manage every interface with leads and my customers. From collecting their data, to monitoring sessions and getting some insights on actions with event-triggered email marketing. I also love the easy integration with Slack and the multiple integrations I can implement with other software like Calendly, Google Calendar etc. It's one robust software!

It could feel like a handful when setting up and you are going to need an engineer to help with some stuff. Other than that, Intercom is bliss for managing, nurturing and supercharging your customer interactions.

To send push notifications without building anything from your end.

You can't send images on the push notifications

Intercom is super easy to use and implement. It's packed with time-saving features.

Their support team is driving us crazy. It can take them up to 10 days to reply to a simple question.
Their pricing is also super frustrating. We're paying more than 500€/month. For a company with less than 10 employees and 1,300 paying clients, this is a lot of money.
Despite what we pay, we don't have access to their most recent features.

We use Intercom to generate leads for our business by engaging with website visitors through live chat.

The ability to ask visitors key information such as name and email address disappeared overnight and Intercom never told their customers this feature had stopped working.
We had to discover it for ourselves, only to be told that they knew there was an issue and it was not a priority to fix. Basically, it was tough luck!
This is after they took ages to get back to our support ticket.
Customer service is terrible and they just don't give two hoots about their customers.
Constantly introducing new features but not actually fixing the main feature that someone would need!
We're looking for an alternative to Intercom and as soon as we find it we will be leaving

I particularly like Intercom's Inbox module. It supplies our support team with most of the tools they need to help our clients quickly, and share context with other team members.

The chat experience is top notch both internally for our team and for our clients.

Intercom's reporting is informative, specifically for tracking response times segmented by chat or email, or both.

Intercom's Articles feature for help docs helps us consolidate tools even more and makes it really easy to forward relevant articles to our clients quickly, while maintaining a consistent brand feel.

Intercom's campaigns (now Series) feature can be tricky to set up. Specifically, the sending logic can be confusing and is prone to accidents in our experience (i.e. accidentally sending to the wrong audience).

Messages inside of campaigns/series don't always seem to get sent out when they should. This means that some of our clients don't get messages at the right time (i.e. they get a welcome email 2 days after they sign up instead of immediately after signing up).

For new team members, Intercom has proven to be a little difficult to learn fully.

It used to be good 5 years ago but now it’s overpriced

We are moving from intercom to a different chat provider after being with Intercom for 5 years. Fundamentally Intercom still charges a lot more than the competition but is no longer the market leader. I told intercom that we are going and [SENSITIVE CONTENT] offered us a better price. At first we were interested as there is a bit of hassle in moving. But I couldn’t believe what happened next…

[SENSITIVE CONTENT]was incredibly slow to reply and unprofessional. He probably is dealing with 1000 other customers who are leaving. Eventually he retracted the offer after a month after not “getting approval”. Why did he offer that in the first place? This is a slimy sales tactic straight out of the book. He never had any intention of matching the offer we received from a competitor.

After I complained that [SENSITIVE CONTENT] had wasted 1 month of time stalling us from leaving, he sent an aggressive reply in all capitals! I’m shocked and disgusted at this behaviour from a company.

Im cancelling my intercom account and moving to a company that appreciates their long term customers.

Intercom makes it simple to interact with customers; its simple and user-friendly design allows me to easily start and maintain discussions. Furthermore, its customization options enable me to personalize communications to certain customer types or deliver targeted messages based on automated triggers. I really appreciate how Intercom can be coupled with other platforms such as Salesforce and Zendesk, which allows me to communicate with clients in a number of ways. The reporting capabilities of Intercom are particularly beneficial for identifying user activity and responding fast to customer needs. Overall, Intercom is a great tool for staying in touch with customers, whether through newsletters or automated support.

The intercom system has been commendable, with only a few minor hiccups or delays here and there which are understandable. Apart from that, it functions without a hitch, and this is a testimony to the diligent work put in by the development team. Their efforts have been invaluable in ensuring a smooth operation of the intercom system.

The platform at the most core / basic level, a simple javascript install for conversations with your customers, BIG TICK. I like the user experience for your users using the chat widget.

It's ridiculously expensive and tiering it to your user numbers versus the number of customer support seats is fine, but it doesn't work once you get bigger, you'd just get a cheaper plugin. Also customer support for southern hemisphere is woeful, non-technical and the help docs / search (just try to even google stuff is very poor.

For the most part intercom is a great product. We like: 1. the chat function. Clean, easy to find most information we need for support chats. 2. many useful features other than chat support: Help center, proactive supports.

1. Multi-locale support. I have been using intercom for about 3 years now and I am still shocked that there's no support for multiple locales in articles and messages, which are common on other platforms. In both jobs that I used it for we cater to very international audiences. This means that for every message and article we set up we have had to set up multiple of the same messages with a different suffix to distinguish the language. 2. Long lists of event and user properties. if you work with a big/complex products, there will be tons of events to use. It's sometimes difficult to find what you need, especially if you are not familiar with the lexicon, in that tiny dropdown list. 3. Support chats sometimes go to the user's email. This has happened quite a lot to us and we have got really frustrated users because of this. 4. A bit slow. I have always found navigating through intercom to be rather slow. I feel like I have to wait every single time I click on something.

The platform is dependable and fast to use.

Features are gated in a way that means you can't make a gradual increase as your customer base grows. Basic functionality is very expensive and we just can't justify the amount when there are other tools on the market with better functionality at over half the cost.