Intercom Reviews

We were fortunate to be accepted into the Startups program so we are receiving a great discount to leverage all the product has to offer. We originally found Intercom for live chat but it offers so many features that we implemented. We love the tooltips and pop-ups. We love the ability to trigger the chat box when certain events occur. There are so many features that we haven’t had a chance to implement them all, each one that we use had helped our users have a better experience on our platform.

Get started was a little difficult and I have had to reach out to Support on a pretty regular basis because I cannot find the answer to my questions in their support center. Their support team is awesome but it can take a day or two to hear from them which is frustrating when you need to get something released quickly.

We can use it to prequalify leads and guide current users to support articles

It's not very marketing and sales-friendly, lacking a few features like proper attribution and pushing full location information, including city and state, to Salesforce CRM

It is easy to use, and honestly one of the best tools out there. Intercom has a ton of features that go from a simple chat bubble to interact with your users, to email marketing tools and AI bots. They have a ton of integrations with other services.

Many features can be found behind a paywall and their tiers of service and bundles are not very clear.

it is very user-friendly and the use of macros and other features like tagging a member or transferring it to a different team makes it very much handy. The AI co-pilot is also very handy making us handle fewer chats.

how it can lag at times which required us to reload the page

Love the easy to use interface for my team as well as my users, ability to easily integrate Intercom into all my site pages using a custom code snippet, the intercom mobile app to track and respond to conversations and love the AI tool fin that helps automate customer conversations

I feel its a bit too expensive for early stage companies although they offer a generous discount. Also I feel the learning curve is very high, you need to watch a lot of documentation to really understand the platform

Its easy to setup, quick learning curve , has good set of features and excellent integrations

Learning the administration bit of it is a little tricky

Ease of the UI - I can always quickly find what I need.

While the UI is easy to navigate, it does feel a bit dated.

it's a robust chatbot to help us get new clients

it took quite a bit of time to setup and the maintenance took some time

I love the help center and live chat.

The help center is super easy to customize and make good-looking docs.

Pricing and ticketing. Unfortunately, these are starting to become non-starters for us, as we're scaling up and hitting some pretty insane pricing tiers.

Additionally, the ticketing solution seems like an afterthought.

Intercom has a lot of features that have been very helpful in large-scale costumer support. My favorite features are the ability to assign emails, and easily writing notes to coworkers and then switching back to emailing/chatting with a client.

There is a sound that constantly plays whenever Intercom is open on the desktop. It has been very distracting when multitasking with intercom and other programs. I have never found a way to get rid of it. Another downside is how overwhelming and difficult it can be to begin using. It's not as simple as other programs.

Excellent tool for interacting with customers in real-time.

It is a bit costly, but the benefits outweighed the costs.

It is not buggy and the user interface is not complicated

Application linked to it is very limited to none

It helps to provide exceptional customer support and services effortlessly.It provides quick and instant responses to customers enquiries thus keeping our customers happy always.It is simple to engage with our customers seamlessly using Intercom.

So far so good,as I haven't experienced any flaws with Intercom.

Very complete solution, probably the best in the category

It is quite expensive very others competitors out there

Particularly effective in dynamic, customer-centric industries like SaaS, e-commerce, digital services. Real-time communication and delivering personalised customer interactions are unbeatable. Valuable tool for boosting customer engagement and improving support efficiency. Very easy to set up and build on, meaning customers can get support from day 1. Knowledge base is easy to search in and content can be made in engaging manner, meaning your customer support specialists will have time to resolve the truly important issues.

Wish the welcome tour feature would be available to lower paid tiers.

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.

Intercom can be your all-in-one, one-stop shop for EVERYTHING related to your communication with Customers, new and soon-to-be users, and any support regardless of how it gets to you.

It can be very time-consuming to include all features in your workflow and allow for it to work properly.It can also double up on some things like support ticket tracking and then doesn't play well with other software if you are already migrated into other systems.

I like the email and SMS markeitng features
it comes with great live chat features.

Not a single dislike to mention here. It is all good.

Intercom chat works as it is supposed to. We are only using the chat function and have not tried any of the other bells and whistles.

Good luck getting live support. If you do get support, they will just forward you articles.

I like the AI FIN module which is faster in processing resolutions to customers and also the pricing of intercom is easier

Intercom requires a lot of time to deploy the solution fully and does not offer free WhatsApp integrations like other solutions in the market

Amazing tech and very comprehensive platform.

Can get a bit technical with the new Ai features.

Some of the day to day people are good and committed to helping customers but the overall company attitude isn't so.

The [sensitive content hidden] and executive leadership are creating a hostile culture with their support of trump