All Intercom Reviews
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Brandon
11 - 50 employees
Used more than 2 years
OVERALL RATING:
4
Reviewed June 2021
Intercom is a powerful Customer Support Tool
Brandon
Verified reviewer
Internet, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed March 2021
Intercom is a powerful Customer Support Tool
Overall I would recommend intercom for clients looking for automation chat bots and customer support software. They have plenty of resources and their new product tour feature adds additional functionality to their suite of software.
PROSThe knowledge center and live chat features were the most used features at our software company. These features were used regularly and automations within intercom helped serve clients efficiently.
CONSLacks in reporting and knowledge base customization compared to ZenDesk. Innovation in new features can be slow at times.
Reason for choosing Intercom
Intercom was easy to implement and integrated into Zoho directly by previous developers so was a hard sell to switch out.
Vendor Response
Thanks for leaving us this review Brandon, and for letting us know how powerful you've found Intercom as a support tool. Thanks again, Kate (Intercom - Customer Engagement)
Replied April 2021
Anonymous
51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed February 2021
Engagement with Customers is Great!
It is an easy choice if you want to create unique, engaging customer journeys! It also connects to many other tools, so it's a great addition to any software stack.
PROSI like that we are able to gain insight, offer promos, convert leads, provide support, host a help center, and create unique customer journeys right from within one platform. The Inbox feature is very helpful in providing quick and easy support, especially when using the Intercom mobile app!
CONSThere are few things I would consider cons about Intercom. I wish they offered a bit quicker support, as I often wait a day to hear back, but it is a minor detail compared to the value we get from using the platform.
Reason for choosing Intercom
At the time, I believe Intercom had been around a bit longer, so offered features outside of just the support desk functionality.
Vendor Response
Thanks for taking the time to leave us this review and let us know how Intercom is helping you create unique, engaging customer journeys as well as integrate so well with your existing etch stack :) Thanks for your feedback regarding our support response times. These vary based on the urgency of the issue as well as plan, but we always aim to get back as soon as possible. I'll make sure to pass this feedback on to our team here. Thanks again, Kate (Intercom - Customer Engagement)
Replied March 2021
De
Financial Services, 2-10 employees
Used more than 2 years
OVERALL RATING:
3
EASE OF USE
3
VALUE FOR MONEY
1
CUSTOMER SUPPORT
1
FUNCTIONALITY
4
Reviewed May 2021
NOT $39 starting price anymore. $59 a month for basic chat function
My overall experience with Intercom has been poor. we've been using them at the basic level for three years. I chatted with them to get a demo of their features to upgrade but they refused to give me a demo and finally set me up with a "30" call in which the rep tells me that she won't give me an upgrade after she finds out that i am not interested in the $500/mo annual contract. She says demos are for those upgrading to that level, instead, she'll send me links and prerecorded stuff. And that i can reach out if I have questions. The 30 min call was more like a 5 min conversation which was already difficult to set up. I've been in sales for over 15 year and when there is an upgrade opportunity regardless how small, I support that client. If Intercom was the only organization that did what they do, maybe I understand their cockiness and disregard for the smaller organizations. However, there are SO many competitors that provide you with very similar functionalities for less the price and with better customer support. So yes, I'm annoyed as I am a current user who is doing research on other competitors so I can stop being a customer.
PROSIt's "popular" and works well if your company is enterprise sized.
CONSIf you're a start up or a smaller business don't expect to get support. It's very expensive - starting at 59 dollars a month for one person accessing the basic chat. Sure they offer a few other things but like a team inbox? Most organizations already have an email system and a company chat in place. Next level up is $119 a month that gives you a few more functions. Until you are paying their $500 a month locked in an annual contract, you are "self serve" customer. Meaning, no support - just their faq/website. Can't even get a good phone call for help.
Vendor Response
Hi De, Thanks for leaving us such a detailed and candid review. I'm sorry to hear that you are disappointed with your Intercom experience, it's certainly not what we aim for. While we do tier our support and sales resources based on subscription levels, the max you should be waiting for a response is 2 days. I'll flag this with both our Support and Sales team as it sounds like we haven't met this expectation in your case. When it comes to pricing we have a number of plan available (including our Early Stage plan where eligible startups get advanced Intercom features and Early Stage Academy at a 95% discount). As Intercom has grown, our pricing has had to evolve alongside this and there's still work to be done in this area. We're aware that no pricing structure will suit every business type but our aim is to truly reflect the value that our product delivers, allowing both your business and ours to succeed. Your feedback is extremely helpful and will be passed on to the team.
Replied June 2021
Hanane
Marketing and Advertising, 1 employee
Used weekly for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed January 2024
The world of marketing
One of the best applications that I have used and still like you .For its activity and ease
PROSIt is one of the best applications in terms of ease of use .It contains many features that help customers in marketing
CONSIt is a distinctive application, but it is one of the expensive applications for small companies
Reasons for switching to Intercom
Because this application is inexpensives
Anonymous
11-50 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed February 2021
More than a messaging platform
We are using Intercom as our main costumer messaging platform in all our ends, from emails to customers to internal communications for our team. Intercom does everything in a neat and easy way.
PROSIn a few words, using Intercom is such a wholesome experience with zero to non competitor in the market who can compete with his top notch features and constant improvements. There is always something new in the works to make it even more useful.
CONSThe overall quality of the SaaS is very good, but the price you have to pay for everyone of the features is a bit too much compared to what is offered from the competition, don't get me wrong, being at the top of the list comes with a hefty price tag.
Reason for choosing Intercom
While being a bit more expensier than the competition, the overall quality of Intercom's is hard to match.
Reasons for switching to Intercom
Our team needed a more robust messaging platform.
Vendor Response
Thanks so much for letting us know how Intercom is helping you manage your communications with your customers and teams. Thanks too for you feedback regarding our pricing and packaging. Our aim is to align the price you pay to the value you see, and it's a difficult one to get this right for every type of business model. I'll make sure to pass your comments on to the right team. Thanks again, Kate (Intercom - Customer Engagement)
Replied February 2021
Aleksandr
Verified reviewer
Computer Software, 501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
2
EASE OF USE
2
VALUE FOR MONEY
1
CUSTOMER SUPPORT
1
FUNCTIONALITY
3
Reviewed April 2021
Most overrated thing on the market.
Try to avoid it or at least not build the critical parts of your busyness on it. Chat and message history both work fine. Everything else is a source of endless pain and despair.
PROSIntegration with communication sources, say you may set up the email to be shown in chat history as a messages. Embedded chats with history are quite nice, it has both the messages and notes left by the supporting team members to each other. Chat itself works quite good and overall thing of a good quality. Not quite sure this is their own development, but it doesn't really matter. Webhooks, these one is a good thing to integrate your decision making software with customer lifecycle events, for example to send email when credit card is about to expire, of when customer purchased something few times. Actions - automated reactions to customer or lead lifecycle events. Filtered cogorts are called segments in Intercom, they have their own filtering panel which is similar to one that can be found on other products.
CONSBugs. They are everywhere. Updates may be lost, updates may be rejected by intercom because of server side exceptions, or mysterious thing called "concurrent updates" when there is just a single update. They have huge API downtimes which can be traced by Intercom's API 5XX responses but technical support always denies the existence of a problem or downtime. Technical support is one of the worst supports I have ever seen. They know nothing, they do not want to learn, the problem is always on your side even if it is their server who responses with 5XX status. Intercom is hugely, fabulously overpriced. On paper Intercom has a set of importers - they are useless, as there are no transformation or calculated fields. Now imagine you need to import hundred of thousands customer profiles from legacy system. Due to absence of data transformation mechanisms you are unable to import them as is and have to resort to preparation-export steps. The problem is that you can not perform more than 85 API requests per minute. There was batch API but today it is 1) deprecated and 2) counts the record inside the batch by the same 85/min limit. Sometimes customer profile may just disappear. Some of integrations provided by Intercom would not work as they have never been tested. There is no API call to "archive the segment" despite it was proposed few years ago. Intercoms offers one of the worst client libraries on the whole github and they reject PR's.
Reasons for switching to Intercom
We had a lot of issues with AutopilotApp by AutopilotHQ and Intercom was looking much more promising.
Vendor Response
Thanks for leaving us such a thorough and candid review Aleksandr. I'll make sure to send all of this feedback on to the relevant internal teams as we really do use this to inform what we ship. Kate (Intercom - Customer Engagement)
Replied May 2021
Anonymous
11-50 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed June 2021
Great customer service tool for internet companies
Great software, one of the few CRM that actually delivers real value and fosters taking care of customers, not tickets.
PROSDirect 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.
CONSThey 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.
Reasons for switching to Intercom
Intercom is focused on customers no tickets or conversations.
Vendor Response
Thanks so much for leaving us this review. It's great to hear we're delivering real value for your company and that our approach on prioritizing customers rather than tickets resonates with you. Thanks again, Kate (Intercom - Customer Engagement)
Replied June 2021
Sarah
Verified reviewer
Information Technology and Services, 10,000+ employees
Used weekly for less than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed February 2023
The Finest Online Chat Service Currently Available
In a short amount of time, we can offer extensive support to our clients. Having a help desk and the option to speak in real time are both fantastic additions. Many businesses today use Intercom to request pricing and quote information, and the platform's ability to route inquiries to the appropriate team member is a huge asset in building a pipeline.
PROSFor over a year, I've loved the intercom's ease of use. Love the mobile app, and the interface is clean. Our services are highly adaptable. When it comes to expanding support, bots are invaluable. The onboarding process is also quite beneficial.
CONSHaving more inactive contacts on the intercom increased the monthly bill. You must continually archive users in order to keep costs at a minimum.
Reasons for switching to Intercom
Since day one, we've relied on Intercom to help us provide unrivaled 24/7 chat assistance for our customers. We utilize the chat function to communicate with customers, but we also make extensive use of the reporting and stats capabilities to learn more about our customers' habits and preferences.
Johann
Verified reviewer
Information Technology and Services, 51-200 employees
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
3
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed August 2019
The review
You might get lost when diving into these complex feature on your own, but the customer support is there to hold your hand, so don't worry you are supported all way along
PROSThe chatbot is a world class. Highly customizable to make sure that you can let the bot handle up to 50% of conversations. Product tours are also the best I have seen
CONSThe inbox is quite poor to use for email conversations only. The articles lack for customization options, too.
Reason for choosing Intercom
Intercom had way better user interface and more convenient chatbot and product tours
Reasons for switching to Intercom
We want to be closer to the customers and create a top class self-service opportunities.
Amanda
Verified reviewer
Computer Software, 11-50 employees
Used weekly for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed February 2022
Great tool for engaging & converting website visitors
Overall no major complaints with Intercom and plan to continue using it for the foreseeable future.
PROSWe love how easy it is to engage with our website visitors and help answer questions or direct them to the resources they're looking for. We bring in a good number of leads to the sales team each month from the use of Intercom chat. We really enjoy how you can integrate it with Slack so that you don't always have to keep Intercom open in your browser.
CONSIt's kind of annoying how a lot of the features cost a good amount of additional money. And some things aren't super intuitive as far as navigating and what lives where within the platform.
Reason for choosing Intercom
I can't remember as it was years ago but I think it mostly came down to price
Peter
Health, Wellness and Fitness, 2-10 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed December 2019
Complete Package
We had the opportunity to start fresh with a new ticket system/knowledge base so were shopping around. We came across Intercom and never looked back. While it has those things it is so much more being a central place to manage all our client related communications. It is by far the application I use most day-to-day.
PROSUsing Intercom has been an amazing experience. It is well thought out, full featured and continues to improve all the time. It has become an essential tool to communicate with our leads/clients. What is great is we can reach them (and they reach us) wherever they are: our website, in our web app, our mobile apps, email, etc.
CONSWhile it starts off cheap depending on the features you choose to use and your volume it can start to get expensive quick. I'm not saying the product still doesn't provide value (it absolutely does) just if I had to pick what I liked least I would say cost.
Reason for choosing Intercom
We didn't know it until we saw it but we could get so much more with Intercom than just a ticket system.
Reasons for switching to Intercom
Features and just the overall shift in how we could use the tool to communicate with out clients.
Vendor Response
Hi Peter, We really appreciate you leaving us a review and are so happy to hear Intercom is an essential part of your customer communication. Thanks also for your feedback on pricing. We work really hard to align our pricing to the value you are seeing. Please get in touch if you would like to discuss your subscription options with us. Kate (Intercom - Customer Engagement)
Replied December 2019
Tito
Arts and Crafts, 1 employee
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed January 2020
The best option for LIVE CHAT and Support
Intercom is the lease in the industry and that’s because is the best in Livechat and support software. I’ve tried a lot of services before, cheap and expensive and I can say intercom worth every penny and it’s the option that has given to me the best results.
CONSNothing found until now. It’s really complete and well done solution.
Reason for choosing Intercom
After the trial I discover no other solution can be even compared to Intercom, it’s the complete solution and the best Choice ever for me.
Reasons for switching to Intercom
The offer and the solution. I needed a solution with the best performance and options.
Vendor Response
Thank you for taking the time to leave us this review Tito. It's great to hear that Intercom is helping you drive results for your business. Thanks again, Kate (Intercom - Customer Engagement)
Replied January 2020
Grégoire
Marketing and Advertising, 2-10 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
2
CUSTOMER SUPPORT
1
FUNCTIONALITY
5
Reviewed January 2021
Great product, poor pricing and support
Intercom helped us provide better support and engage more visitors and clients.
PROSIntercom is super easy to use and implement. It's packed with time-saving features.
CONSTheir 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.
Reason for choosing Intercom
It included a knowledge base.
Vendor Response
Hi Gregoire, thanks for leaving us this review. I'm happy to hear we're helping you better support and engage your customers. I've let your account rep know about your support experience as this is not what we expect. Kate (Intercom)
Replied January 2021
Simon
Marketing and Advertising, 2-10 employees
Used weekly for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
3
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed October 2023
A pricey but extremely competent choice of chat
Very well! everything from sales calls, onboarding, setup and support have worked very well.
PROSIntegration was easy with webhooks easy accessible. It is also very easy to customize chatflows with many different response options, making it a breeze to set up multiple scenarios. I do also enjoy the customization possible to for example have different chat prompts depending on the webpage a visitor goes to. On the other hand this is sometimes a bit overwhelming - I want to explore more and a customer success manager would be nice to have for this.
CONSThe price. Honestly, it seems like they try to raise and raise to squeeze a lot of money out of small businesses. Also, their pricing model is pretty difficult to understand, so be aware of all the choices you make during your sales call/order.
Reason for choosing Intercom
See above
Reasons for switching to Intercom
Needed more customization
David
Computer Software, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed November 2019
Intercom is The Best chat/support tool available
The business problems we are solving using Intercom are managing incoming requests and sending in-app messages and emails. And Intercom does this with flying colors. Regardless if a user messages us live on our site, via email, or even Facebook, our support team is easily able to reply and help. It also integrates perfectly with our app to provide full visibility of a user easily accessing their profile to gain deeper insights to assist the user even more effectively. There's a reason Intercom is growing so quickly; because it's a great product and is built with quality.
PROSWhat I like most about Intercom is how easy it is to jump in and begin assisting users with their questions and requests. It's been an invaluable tool for communicating with our users (both clients and developers) on Codeable and we've been relying on it 365 days a year for 5+ years straight. There are so many new features they keep releasing which are often things we didn't realize we need until we tried them and discovered we can't live with them.
CONSFor the size of our support team and number of messages we send, Intercom is one of the more expensive SaaS products we use. There are other services that may manage a support center better, but those don't provide the same quality of live chat, self-serving help center, or messenger bots that Intercom provides. While cost is a consideration for all companies, we feel Intercom is still the best value for the money and are happy paying the price for all the value it brings us.
Vendor Response
A big thank you from the team here at Intercom for your kind words David!
Replied November 2019
Stephane
Information Technology and Services, 2-10 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
2
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed January 2022
A lot of features but overpriced for startups
Intercom solutions solve real problems however if you are a startup I don't recommend using it since you really feel that they try to lock you. They attract you with their startup package and then it will take some effort if you want to switch to another supplier.
PROSIntercom is a combination of tools providing different values and solving different problems. We use chat, article, product tour and several other tools. Overall they all solve a specific problem.
CONSEvery tool we use has some limitations and we often need to find workarounds to reach our goals. However the worst point about intercom is their pricelist Even if you own a PhD you will have a hard time understanding how much to pay if you add an option. Every tool is an option that keeps adding to your bill plus they have triggers to increase the bill according to the number of users. Overall you don't really know where you're going with the way they charge you.
Vendor Response
Hi Stephane, Thank you for taking the time to leave Intercom a review. We appreciate you taking the time and letting us know what features you like and are helping your business. I'm sorry to hear you are disappointed in our pricing, we try to charge a price that reflects the value our product brings while letting both our businesses succeed. However, we understand that no price structure will suit everyone and are sorry that you find it to be expensive. If you have any questions around why you are being charged a certain price, please always feel free to get in touch via the Messenger and we would be happy to help. Thanks, Eabha (Customer Engagement)
Replied January 2022
Maria
Food & Beverages, 10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed January 2023
One of the best tools designed to enable us to quickly respond to customer inquiries
Most website users are afraid to use live chat to ask questions, so we helped Intercom attract their attention and enable us to initiate questions, and this enabled us to gain their trust and include them in the lists of potential customers, so that we could always update them on new campaigns.
PROSIntercom's capabilities enable us to interact with our website visitors in an intelligent way, as the automation and artificial intelligence available in Intercom enable us to prepare a list of appropriate answers to the questions we receive frequently so that we can respond to customer inquiries quickly. As for the distribution of email coming from customers, the process is smooth, as we can customize the settings so that the incoming mail is sorted by specialty and sent directly to the relevant members. The control panel provides a lot of tools through which we can better track customer tickets, limit the outstanding tickets, and request assistance regarding them, ensuring that there is no delay in responding. It's also nice how we managed to restrict visitors from sending many useless tickets and using bad language when chatting.
CONSEase of use depends on the correct setup as well as customizing the tools to suit the duties of the team, and any mistakes in that will make things look very complicated.
Katarzyna
Computer Software, 51-200 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
2
FUNCTIONALITY
3
Reviewed May 2022
Intercome is up to something, but it's not there yet
In your everyday job, when you simply respond to incoming chats - Intercome is amazing. Once you want to do anything beyond that, it gets complicated, but not impossible. Also, their support is not really responsive, but you eventually get an answer from them.
PROSThe live chat! It's working perfectly, it's easy to set up, and easy to use by both the customer and the support agent - one of the best options on the market for me.
CONSEverything besides the live chat - the knowledge base management has so little features and possibilities it hurt my soul everytime I needed to write an article :( Also, sending or receiving email is also quite a mess, it needs a little bit more work from Intercome.
Krish
Information Technology and Services, 2-10 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed February 2023
Effective, Easy to you, and worth learning additional features
Overall it has been good. I took the time to learn about some of the features and it has benefited me and the team greatly.
PROSI enjoy the interface and how you can create macros. It is easy to collaborate with the team.
CONSIt can feel a bit anti-intuitive at times. This is something that has stopped us previously from using the product. There is also the hidden/paywalled features that are priced excessively that you need to contact a sales team to get.
Anonymous
2-10 employees
Used weekly for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed June 2023
Best CRM for Startups and Small company !
Intercom helped us to embrace the *fear* of customer interaction and how it's important to communicate and interact with your community. It took us some time to understand and embrace it but after practicing and using their tools, it gave us the opportunity to learn more about our members.
PROSIntercom have helps us so much to embrace our members and have an active relationship with them.One of the things that is very helpful is its user-friendly interface. The platform is easy to navigate, and it has a clean and organized layout that makes it simple to find what you need.The chat feature is intuitive and easy to use. It has allowed us to be quick and efficient with our communication when our customers are struggling with our services.Lastly but not least, the integrations are super important, so I do appreciate that it has a variety and range of important software app like Slack, Sendgrid, Gmail and social media because it helps us to keep the communication and interaction in one place !!
CONSI think the only thing that was hard to adapt on, it's the price. We had a super amazing one year trial as a startup but, if you're still struggling and you loose your startup perk. It can hurts on the pocket if you start to pay the real price. So, we had to keep our service on the minimal settings to avoid paying a price that is still yet difficult for us to pay.
Sylvina
Verified reviewer
Computer Software, 11-50 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
3
CUSTOMER SUPPORT
3
FUNCTIONALITY
5
Reviewed August 2019
Fast and easy
We used the chat system for our support team and Intercom made is super easy to get going. The chats were like personalized messages and we could set up introductory or absence messages for a duration set up. Automation is great.
CONSNo reporting at all. They have reports within the system which is not editable and if you want to download and run your own reports, it is not possible. Makes it difficult to audit.
Alexis
Verified reviewer
Computer Software, 2-10 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed November 2018
Easy-to-use tool with great features to make supporting customers a breeze!
We have been able to resolve customer questions in a much quicker time simply because we can access help articles quicker, get other team members in on the conversation more easily, and use integrations like co-browsing and attaching help articles to resolve a problem more quickly. Overall, Intercom has been a great experience compared to our past customer support apps and we are happy to be using this to improve our customer's experience in our app.
PROSIt is great to have the ability to do so many things within one app: chat with our customers, write help articles, link help articles to our customers, send out messages to groups of people, easily find previous conversations, and create reports to monitor our progress. Intercom has really made our support workflow simple and much less confusing than other software tools we have used. They also integrate with a number of different tools (GitHub, ZenDesk, Upscope co-browsing, etc.) so anything that Intercom can't directly do, we can find a way to do through an integration.
CONSThe Customer Support response times from Intercom are a bit long, but the team is always helpful and resolves any questions we have. I also wish the Articles were a little more built out - they just have some simple feature there, and it would be nice to have a more robust help center with the flexibility to format our articles the way we want and organize the collections differently.
Karan
Computer Software, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
2
EASE OF USE
2
VALUE FOR MONEY
3
CUSTOMER SUPPORT
1
FUNCTIONALITY
3
Reviewed April 2020
Going downhill
We were excited to use Intercom but over time their customer support, aggressive and intransparent pricing has made us increasingly dissatisfied with it.
PROSThe customer support features that it offers that allow us to communicate with our users directly in our app.
CONSThe pricing keeps changing and is not transparent. The software is slow in several parts of it. Many things that can be done in bulk need to be done one by one (e.g. changing a variable in a user/lead information). Lack of support: for a company that is within the customer support category Intercom's support is quite disappointing.
Reason for choosing Intercom
We started using Intercom ~2 and half years ago when there were not a lot of good alternatives. We now seriously considering switching from it.
Vendor Response
Hi Karan, Thank you for taking the time to leave us this review and feedback. I'm very sorry to hear that you're losing the excitement you once felt for our products. We've updated our pricing to better align with the value our customers are seeing from our product and would like to work with you to figure out a way to minimize the impact of this change. Please get in touch with us directly via your Intercom messenger so someone can chat with you about your options. We really would hate to see you go! Kate (Intercom - Customer Engagement)
Replied April 2020
Thomas
Verified reviewer
Wireless, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed November 2018
I'm so glad we switched to Intercom!
It is a tool that was built by its users, meaning the people who build it also use it. I can begin to describe how important this is. They have not limited themselves to what others are doing and have rethought the entire process f customer support to build what everyone wanted. A useful, effective tool which makes customer support fun to do as a job as well as receive. We often get asked by our customers what support tool we use. We love intercom!!
PROSIt's a tool that gives you what you need and it does it well. They are ahead of the game in all ways. It makes customer success seamless and proactive. It's a multi-tool. It's changed the way people perceive customer support because it makes it fast, effective and fun. They write their own books (Awesome!) and they host seminars to help use the tools better.
CONSThey take a while to release new features, this is no surprise as companies will need different things. It does not have a merging tool to link conversations to the person already in the system. Sometimes you get duplicate leads/users. They can take a while to respond to support inquiries. They changed their pricing structure which, when it was priced per lead and not per agent, made intercom stand out