Intercom Reviews

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.

It has great features, when they are working correctly.

There is no live support. During major outages, which are far from uncommon, it is impossible to reach anyone. Their support is only available via chat, with 1-5 business day response times. Since the support team uses the same chat platform they offer to customers, it isn't possible to reach someone during a major outage. The support is very low quality during emergency situations, so it is not a dependable tool for teams offering live customer support.

Managing and completing Support chats within Intercom is great. It is very easy to track which chats are needing urgent attention and once you have completed a chat, it is easy to snooze them until your preferred time. We have just started using the AI function which seems to be working well so far.

Occasionally, if you have lots of chats, it can be confusing to see which Support rep is working on a chat and which are free to be able to be worked on.

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.

It can be used for both email and live support. The workflows/automations make it easy to filter and close messages that are notifications so that only the important customer messages end up in the inbox

I wish the platform had a flat rate for billing vs usage based

I’ve found Intercom to be a game-changer for our customer communication. It allows us to automate personalized messages, making our interactions feel more human while saving time. The tool has greatly improved how we guide users through our product, leading to higher engagement and better overall customer experience.

While I love using Intercom, I’ve noticed the pricing can become steep as we expand our use of the platform. It also took us some time to fully grasp the advanced features and set up the more complex workflows. For smaller teams or those just starting out, this might feel overwhelming at first.

Very complete solution, probably the best in the category

It is quite expensive very others competitors out there

Amazing tech and very comprehensive platform.

Can get a bit technical with the new Ai features.

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.

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

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

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.

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.

The ease to incorporate into the business and handle all our customer enquiries make it the best option for our business. It is easier to incorporate with other apps we use as well.

So far, I don't have any cons with using Intercom as it provides great experience for the users.

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

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

provision of software that specializes in business messaging

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

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

The most I like about Intercom is the varied options of features it offers. Not only do they allow manual chats, they also introduced Fin, their AI bot and have other options for email marketing, product tours and others.

Because there are so many features, it seems difficult to learn about each of them. I am unsure where to look for the instructions and prefer videos over articles that Intercom seems to have.

The ease of use and the option to use as a support chat tool and also as support article feature.

The email option isn’t easy to segment with our customer base

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

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.