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.

Really good but expensive

Comments: Good interface, quick search, easy to use for all the team

Pros:

Really helpful for chat with lead and customer. Possibility to make series to automate communication. Possibility to send event to customize serie

Cons:

Intercom is really too expensive and each new feature are more and more expansive. We can't use other feature, Intercom is the service with the higer price in our company.

Intercom review

Comments: Intercoms is a great tool and makes live chat seemless

Pros:

Intercom makes live chat interesting and comes with good reports to track performance

Cons:

You can't do a text search on your closed tickets. The only search available is the global search on all tickets

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.

A very basic CRM

Pros:

Relatively simple interfaces and api endpoints. Interesting AI integrations / product features.

Cons:

Issues with basic customer management concepts such as merges. Development team seemed unresponsive to potential product issues, yet aware they existed.

Tools are great, but not level of support is very poor

Comments: The features are great, and show to be very powerful. The problem is that Intercom is not interested in providing customer service, so you will only get as far as their knowledge base and what their AI agent can offer. Should there be a technical error, and questions outside the articles available, you are on your own.

Pros:

Fin AI agent is a powerful feature that has saved us a lot of time in reference to support.

Cons:

Customer service is terrible, and there is no interest in providing live support.

Modern customer support platform with strong AI capabilities

Pros:

Easy, intuitive UX. Strong AI capabilities.

Cons:

Analytics and reporting can be a bit tricky to navigate.

Customer Support is very good, smooth onboarding process

Comments: Customer Support is very good, smooth onboarding process

Pros:

Customer Support is very good, smooth onboarding process

Cons:

Its Cost is too expensive, price are not match with plan

Love the automation capabilities

Pros:

I love how Intercom's abilities to automate repetitive tasks like the initial message to engage prospects and ensure the lead is accurately routed to me, instead of another rep who doesn't own the territory. The ability to identify the prospect's behavior on our website is very helpful.

Cons:

While the automation of repetitive tasks is great, the messaging sometimes is a bit off or sounds robotic.

Best customer service portal

Pros:

Intercom is a reliable portal for customer service.

Cons:

Intercom has nothing to be anxious about it.

Fantastic Product For Managing Your Support Chats

Comments: In my experience, Intercom has been great to work with. They have released some new features that are part of our general subscription which is always a bonus.

Pros:

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.

Cons:

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 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 customer service tool

Comments: Setting up Intercom was a breeze, though the learning curve was noticeable for some of our support staff, but the live-chat and ticketing features were game-changers. We hoped for a bit more pricing flexibility, but overall, integrating it significantly improved our customer engagement and satisfaction.

Pros:

The live chat tool has allowed us to provide a great customer support experience for our users, allowing them to reach us at a moment's notice to walk through their issues. The fact that we were able to just drop an embedded link into our site to enable chat with no additional effort, is just pure magic.

Cons:

The main issue we had with Intercom was that the pricing was a little steep, especially as a small business.

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.

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

Fairly unreliable tool

Comments: When it works it is great, but the support team often avoids helping with issues and isn't available during a major outage.

Pros:

It has great features, when they are working correctly.

Cons:

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.

The world of marketing

Comments: One of the best applications that I have used and still like you .For its activity and ease

Pros:

It is one of the best applications in terms of ease of use .It contains many features that help customers in marketing

Cons:

It is a distinctive application, but it is one of the expensive applications for small companies

Intercom is a helpful tool that can help your company expand

Comments: As the capabilities of Intercom become more widely understood, customer service can only improve. At the same time, my productivity in the office has increased because of my newfound familiarity with the team's workflow and methods. Using Intercom to log all of our communications has allowed us to work more efficiently, which has allowed us to serve our customers better.

Pros:

Intercom's keyboard shortcuts are one of my favourite features, and they help make it a top-tier platform for efficient communication. By letting users include gifs, emoticons, photographs, and comments on conversations about any topic, it maintains a lively conversational atmosphere. It analyzes conversations and flags them as potentially repeated soon.

Cons:

If you have a lot of active chats, the search function may take too long to return results when you need to find something specific quickly.

One step ahead of competition

Pros:

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.

Cons:

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

Powerful tool with some limitations

Pros:

Intercom really in a very solid and rounded product you can have a really good set up with it when it comes to customer communication and support

Cons:

A bit pricey and they way cost is calculated is a bit counter intuitive for start ups.

Intercom; awesomely easy and stressless customer service platform.

Comments: Useful in contacting customers and team mates in the most stressless manner.

Pros:

Very basic and easy to navigate especially in customer support and it is intuitive.

Cons:

Nothing, because it has been so great in customer support and the automation set up is very easy.

A complete customer support platform

Comments: Integration is super easy and the documentation is easy to follow. We've been using Intercom for over 2 years now and absolutely love it. The product has streamlined all our customer support needs.

Pros:

Intercom is a comprehensive suite of all applications you would need for support management, from live chat to help desk and ticket management. This negates the need for having multiple different applications and integration overhead.

Cons:

No complaints about the product whatsoever. The product is actively evolving and keeps up with the current technologies.

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

One of the best customer support platforms available out there, but can be pricey

Pros:

- Powerful automation chat bots - Excellent customer support software - Abundance of resources available - New product tour feature adds additional functionality - Supports multiple languages

Cons:

They recently increased the pricing very much right now. While the product is great, the price isn't a great fit for SMBs and midmarket companies.

Easy way ro communicate with your customer

Pros:

Easy way ro communicate with your customer with a variety of communication tools. Keep a database of all your customers and their conversation history.

Cons:

Having used other software in the same category, I find it a little more difficult to communicate with multiple customers simultaneously by switching from one conveersation to another, but this in no way detracts from the quality of the platform.