Intercom Reviews

Intercom is a great support system tool

Comments: Quickly and simply, I can access the Macros and write/update the articles in the assistance center. Streamlining the process of submitting tickets to the correct division for handling user concerns. It's a time saver for all teams because they can deal with it themselves.

Pros:

Streamlining the process of submitting and responding to tickets, and developing automated tools to streamline and simplify our daily lives. I appreciate how simple it is to locate articles and macros to distribute to my clientele. The addition of emoticons and gifs to the discourse is a nice touch, as well.

Cons:

Previous software allowed us to see the customer's input before he sent it. This allowed us to quickly respond to his query by reading it as he was writing it. If only I could keep seeing it.

Intercom for Startups is Awesome

Pros:

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.

Cons:

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.

The best - at a price

Pros:

Very complete solution, probably the best in the category

Cons:

It is quite expensive very others competitors out there

Great product if you don't mind the pay per hit pricing structure.

Comments: Support was very responsive and helpful. The platform itself was great. Unfortunately it just didn't make sense to continue paying a premium for a platform that was so challenging to actually deploy (specifically communication features) due to the pricing structure.

Pros:

Great design and easy to use editor in their article creation feature.

Cons:

Pricing structure is very challenging to understand. You were charged extra based on the communication feature used, in some cases based on "all users", and in other cases based on "logged in users". Basically "per hit", but they had two different definitions of what constituted a "hit". Also, they have 3 different "products" of features that are packaged together. In some cases we were permitted to do a "light" version of a package and only get the specific features we wanted while another very desirable feature was packaged into a "product" we didn't need so it became cost prohibitive to add that feature.

Intercom makes you feel at home.

Comments: I remember the first time I started working with Intercom. It has been an absolute pleasure working with this software and they sure have a lot of positives. Working with their interface feels similar to working from home.

Pros:

Intercom feels like a cozy space that often gives the sensation of an intimate space, while allowing a professional and efficient workspace. One can create several different inboxes that can optimise the work and offers good automation

Cons:

Intercom doesn't offer as many integration options and some of their competitors. Because of that, one has to navigate through several tabs or pages. It doesn't sound bad, but when you spend 40 hours doing this, you can definitely see that one could save time (and money) with better integration options.

Great live chat and marketing tool

Comments: Intercom is vital for our sales and customer service teams, we use it to communicate with our customers in real time and through email campaigns.

Pros:

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.

Cons:

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

All in one support tool that can grow with you from early stage startup to established organisation

Comments: Very positive and I would recommend Intercom to any early stage startup to apply for the Startup programme in order to get A LOT of functionality and bang for your buck. We have used Intercom from when it was just 2 [sensitive content hidden] to now a company of 50+ people, you don't need to waste time looking for another tool as it can grow with you.

Pros:

The conversation routing bot was extremely easy to set-up and empowered us to streamline and automate our customer service and support processes. Furthermore, the ability to add-on features and functionality, such as WhatsApp integrate, was great to allow us to customize what we needed for our business.

Cons:

Without the startup programme the pricing is quite aggressive with a basic package starting from $74 / month. Therefore, you really need to invest some time to set-up Intercom to add as much value as possible because it is pricey vs alternatives.

Easy To Use App - Makes my day easier

Pros:

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

Cons:

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

decent AI chatbot solution

Comments: it's a very robust tool but it requires a good amount of time to set up

Pros:

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

Cons:

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

Great for customer communication

Pros:

Live chat is great with automated messages. Easy to add onto our websites. Its fast and reliable and allows our team to provide real time support.

Cons:

Its on the expensive side and it can be more transparent, but it does seems worth it for the price.

Top of the line customer support solution with lots of features.

Pros:

Intercom is super easy to use and doesn't require a lot of training of end users. I like that we can add it to directly to our website so that it's easily accessible by our customers. We also heavily utilize their proactive support features to alert customers to new features and updates, which is very handy. We also use their survey feature and like that it's easy for our customers to answer. Their chat feature is good and we like the automation that you can program to triage customer issues.

Cons:

I wish the ticketing feature was better so that we could more easily communicate tickets to engineering that need additional work and support and tag them to multiple customers. The Jira integration doesn't give enough visibility into what's happening in Jira as well. The reports from surveys also aren't the best/a little difficult to use. It's hard to sometimes see how the feedback we receive on questions corresponds with the score.

Excellent for emails management

Comments: My overall experience is very positive with Intercom and for sure I will keep using it

Pros:

I love that I can track all my customers emails from one place and I love that I can see if my customer has seen my email and I can take the correct action after that.

Cons:

customers informed me that emails go to spam. Not sure if thats related because comes form Intercom.

A Formidable and Iconic Customer Service Software.

Comments: Intercom delivers great and remarkable customer experience.

Pros:

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.

Cons:

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

BEST APP FOR LIVE CHAT

Pros:

INTERCOM IS EASY APP TO MAKE SURE THAT YOU STAY KEEP IN TOUCHWITH MY TEAMWORKER!

Cons:

THERE IS NO PROBLEM WHEN I USED IT AND INTERCOM RUNS WELL

Decent software for Customer engagment

Pros:

The biggest advantage of Intercom is its wide range of options. With Intercom, you can set up bulk messaging, respond to incoming messages, and create tooltips or product tours. It is a software that meets most of our business needs.

Cons:

Most of the functions seem to be minimal viable products (MVPs) rather than full-fledged features. Specifically, the customer engagement options are either limited or not functioning properly. Additionally, the UI lacks coherence, for instance, the dark mode is only available in the inbox and not in other sections. This inconsistency can be quite frustrating.

an excellent tool for streamlining product onboarding and simplifying the adoption process.

Comments: With Intercom we can onboarding experience and begin crafting new workflows that precisely target the right audience, making it extremely valuable.

Pros:

Intercom provides a user-friendly onboarding solution that offers flexibility in promoting our products. It allows us to easily create and test flows, utilize segmentation, and make use of templates for targeting specific landing pages. Setting up flows is straightforward, and Intercom continually evolves to be even more helpful in delivering the right messages for creating additional flows, resulting in a positive user experience.

Cons:

nothing really that I dislike, where Intercom offers a professional service ensuring that everything is done the correct way.

Good luck getting support

Comments: We were sold all the bells and whistles, but there was no onboarding help or assistance. They give you the manual and wish you luck.

Pros:

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.

Cons:

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

Great all in one

Pros:

Intercom has a wealth of features meaning its a one stop shop for businesses.

Cons:

Unfortunately you can easily get locked in due to how many features sit under one roof. Making it easy for Intercom to up prices.There may be individual services superior to some intercom features. But none of them do an all in one package like intercom do

A great communication platform

Comments: It has elevated our customer communication strategy to new heights. The platform's versatility, combined with its powerful features, has made it an indispensable tool for our team. The positive impact on customer satisfaction and engagement has justified the investment.

Pros:

The live chat functionality is remarkably user-friendly, enabling us to interact with our customers instantly and respond promptly to their inquiries. The automated messaging system has revolutionized how we engage with customers, greatly enhancing our ability to retain them. Its seamless integration with our CRM and various tools positions it as a central hub for all our customer communication needs.

Cons:

The cost for small businesses can be relatively high. Certain advanced features may come with additional expenses, so selecting a plan that matches your requirements and budget is crucial. Moreover, new users may encounter a steep learning curve.

Intercom experience

Comments: intercom has been awesome especially in the way of closing the business communication gap.

Pros:

provision of software that specializes in business messaging

Cons:

I can't really because intercom has helped business in the area of communication

chat with employer

Pros:

ease of use. Most Healthcare staffing apps use it

Cons:

sometimes doesn't load in app. that's all

Intercom [sensitive content hidden] supports a convicted felon with over $300k

Comments: Was an ok experience but now cancelling due to their support of a convicted felon.

Pros:

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

Cons:

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

Not great for scale

Comments: Intercom works for small scale if you need something in a pinch. Once you start growing, the functionality and the price becomes too much. It worked well for what it was but we had to move away.

Pros:

This is a very easy software to deploy, it's as easy as building the messenger and copy and paste the code into Production. The interface is very easy to maneuver with building the Bots including a flow or a tile sequence, the reporting is ok.

Cons:

The reporting could be better, it's hard to translate some of the metrics in Intercom with industry standards. (First response time = Avg Wait, Response Time = Avg Hold, Time to Close = Handle Time). Once you start working with multiple Teams, the reporting gets to be too much. The push of Ai and Resolution Bot isn't great, both of them are still in their infancy and you gotta go custom if you're going to build a Bot. Integrations with other systems - forget about it

A great chat tool but expensive for startups

Pros:

UI/UX of Intercom is greatly down and can be seen as an inspiration to a lot of its competitors. Once the settings is up, Intercom generally handles all of the chats and leads seamlessly

Cons:

If you are a small customer, customer support is not really there for you. Fixes and patches takes some time. Plus it's fairly expensive.

Streamline Your Business Communication with Intercom

Comments: I had the chance to use Intercom during my internship at the university's pharmaceutical product development and research department to improve our communication procedures. Our team was able to work together efficiently, communicate key changes, and promptly respond to questions from researchers, partners, and suppliers thanks to the platform. With Intercom's real-time chat, we could offer prompt assistance and guarantee effective project coordination. We were able to automate time-consuming chores, including sending updates or notifications, thanks to the automation tools. Our teamwork was effectively facilitated and our communication efforts were optimized thanks to Intercom.

Pros:

A strong platform for consumer communication, Intercom has a lot of functions. Because of its real-time chat capabilities, businesses can interact with clients right away, offering speedy help and addressing problems. Through the platform's automation technologies, targeted outreach and customised messaging are made possible. The strong analytics capabilities of Intercom enable data-driven decision-making by offering priceless insights into customer behavior. Additionally, Intercom's connectivity with CRM and other external apps boosts productivity and enables a smooth user experience for customers. Intercom enables companies to provide great customer service and establish lasting bonds.

Cons:

The pricing structure of Intercom is one potential flaw, as it can be unaffordable for startups or small organizations with tight budgets. The price has been criticized by some customers as being too exorbitant in comparison to other options. Furthermore, setting up and modifying some complex features could call for technical know-how or support, which could be difficult for individuals without a technological background. However, Intercom offers thorough support materials and documentation to assist customers in getting beyond these obstacles.