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
Susanna
Hospital & Health Care, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
1
EASE OF USE
3
VALUE FOR MONEY
1
CUSTOMER SUPPORT
1
FUNCTIONALITY
2
Reviewed December 2020
Unreponsive and caused a severe service disruption
When COVID hit, we were evaluating our software solutions and inquired about switching from an annual contract to month-to-month. We asked what the changes to our pricing and feature suite would be if we moved forward with that change. We didn't get a response. Instead I received an automated email from their [SENSITIVE CONTENT HIDDEN] that our contract was cancelled effective [SENSITIVE CONTENT HIDDEN]. We reached out and for several days, did not get a response. On September 17th, our service was completely halted in the middle of the workday. Our team was unable to respond to any customer tickets for the remainder of the day. When we finally did get a hold of someone, they told us they were switching us to month to month, just as we had asked. We were told that was a completely different business platform and required a transition. None of this was communicated to us prior to the (entirely preventable) service outage, and again, we were just inquiring about the options should we choose to switch. We lost our settings as well as a previously agreed upon pricing discount built into our contract when they made this change. A manager was brought onto the phone and we were told they would get back to us with a concession because of the severe service disruption. We were never contacted again, until today when I was sent an email stating that they will not offer any concessions and they are sad to see us go, but that my Relationship Manager [SENSITIVE CONTENT HIDDEN], will no longer be available to me starting next week.
PROSWhen we were first started using them, they were flexible, had great customer service, and seemed genuinely invested in helping us succeed.
CONSTheir customer service has been incredible poor. They caused a completely preventable service disruption that caused several hours of outage for our team, and have been difficult to get in touch with.
Vendor Response
Hi Susanna, I'm sorry to hear about your experience with Intercom - this is certainly not how we want our customers to feel. I've taken a look through your account and can see there's an opportunity for us to more clearly communicate the necessary steps when changing billing models so you don't miss any steps. This is something that we're working on at the moment so I assure that your feedback will not go unheard. We never want an Intercom user to loose access to our tools as we recognize businesses rely on our services. Our Relationship Managers work exclusively with customers on annual contracts so as you will be moving to a monthly model you will no longer have access to that team, however you will still have access to to our support team via the messenger. I do want to recognize that response times in previous months have not been where we'd like but we've made changes and are back on track now. Thanks again for this post, Kate (Intercom - Customer Engagement)
Replied December 2020
Igor
Internet, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
2
CUSTOMER SUPPORT
3
FUNCTIONALITY
3
Reviewed December 2023
Decent software for Customer engagment
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.
CONSMost 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.
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
Anonymous
11-50 employees
Used weekly for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed January 2021
Amazing customer support
Great experience, we switched over from Sendgrid and prefer Intercom despite the higher price
PROSThe customer support is the most responsive I've ever had from a messaging / email software. We use the email because it's already integrated into our messaging and support software, so we don't have to do any import of the contacts.
CONSIt's not super intuitive or the easiest to use sometimes, like all enterprise level software it can get a bit complicated. It's also not built out for email, e.g. we also can't create unsubscribe groups on email which is a bit annoying.
Reasons for switching to Intercom
Sendgrid actually lost all of our contacts and have terrible support
Vendor Response
Thanks for letting us know you have had such a good experience with Intercom since swapping from Sendgrid. I've made sure your feedback regarding email capabilities has been sent to the product team - it's an area of focus for us. Kate (Intercom)
Replied January 2021
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
Tasha
Hospital & Health Care, 51-200 employees
Used daily for less than 2 years
OVERALL RATING:
1
EASE OF USE
1
VALUE FOR MONEY
1
CUSTOMER SUPPORT
1
FUNCTIONALITY
1
Reviewed October 2019
Awful product with terrible support
Support was terrible. They often provided 'create something custom through our API' as the solution to most of the inadequacies of the product. They also rarely listen or read the problem correctly and I would spend a bunch of time trying to implement the solution they provided only to find out it didn't meet any of the criteria I provided. You know its bad when a support tool lacks good support!
PROSAdmin interface is visually appealing. Widget is not.
CONSLacks basic/rudimentary functionality. Simple things like auto triggering a message at the company level when specific criteria is met is not possible. Tagging system is not easy to use and lacks basic features. Can't customize inboxes as needed. I felt like you product blog was so delightful that your product would be the same but it felt like you weren't living your word. Nothing was easy on this product.
Reason for choosing Intercom
Your product blog made it seem like you had solid product principles and thus a solid product. I found that not to be true once I started using it.
Reasons for switching to Intercom
My CEO didn't like how outdated some of their UI was. However, functionality wise it was far superior to intercom and I regret switching.
Lukas
Management Consulting, 1 employee
Used weekly for less than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
3
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed March 2023
Intercom is helping customers success, support, marketing and sales
It is a perfect solution for a B2B SaaS business.
PROSWe started using Intercom in 2018. The platform has changed over the years drastically. Many new features have been delivered that you can call Intercom a proper all-in-one solution.
CONSThe worst part is the buying process—many calls with sales guys who you have to tell the same story again. If you are a startup, try to go with a fast-to-implement and easy solution.
Reason for choosing Intercom
We researched many different solutions. But Intercom was top notch
Reasons for switching to Intercom
We needed a better platform to serve everything from one place.
Peter
Computer Software, 51-200 employees
Used weekly for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed December 2019
Industry leader in category of customer communication
Intercom has grown to become an (almost) 1-stop-shop for all things customer communication related. Both sales, customer support, product etc. can benefit from directly using Intercom to communicate with your applications customers.
PROSA powerful platform that allows to view your customers session and meta data, instantly send targeted messages and set up email/in-app messaging campaigns, create help desk articles for self-service, automate workflows with bots and rules, onboard your application
CONSThe increase of features and modules have brought the complexity of the software up. It's easy to get up and running (require 1 line of code), but the road to fully adopting the suite of tools is long.
Reasons for switching to Intercom
When we switched Zendesk lacked the real-time in-app communication that Intercom offered.
Vendor Response
A huge thank you for taking the time to leave this review Peter. I'm extremely happy to hear that you are seeing the benefits of using Intercom for your customer communication. Thanks also for letting us know about your setup feedback. Even as our solutions evolve and become more powerful we aim to keep setup as straightforward as possible. Kate (Intercom - Customer Engagement)
Replied December 2019
Anonymous
11-50 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
3
FUNCTIONALITY
5
Reviewed November 2020
A true ecosystem
We have stuck with intercom for 4 years at this point and no plans to leave. I think that is testament to how strong an offering they currently have.
PROSI would not have written a positive review about Intercom 12 months ago. There were too many small grievances with the individual features that were all building up. Recently the platform has matured enormously. It feels like the team at intercom has come into it's stride. New features like Series, Guides ect and most importantly - how they all work together - has made it a much better experience.
CONSCurrently my 2 biggest gripes are cost and customer services. I do think for a scale-up the price gets very steep very quickly. The customer support thing is more annoying - a core part of Intercoms offering is instant-chat. I remember 2 years ago their own instant chat was really great - now it can take a long time for a response to come in.
Vendor Response
Thank you so much for leaving us this review. I just shared your comments with our Product team and it mad their day! Especially the team working on our Series product :) I also really appreciate your feedback on our costs and support wait times, even more so considering you have been such a loyal and log-term customer. As of late our reply times have unfortunately slowed but we've been working (and hiring!) diligently to speed things back up to the expected turnaround times. That said our reply times do range from a few hours to a few days based on subscription (Premium receives the fastest turnaround time) and nature or urgency of the query. When it comes to costs we always aim to align these with the value you are seeing so if you feel this is not the case please do get in touch with the team via the messenger to chat through your options. Thanks again, Kate (Intercom - Customer Engagement)
Replied November 2020
Sam
Computer Software, 2-10 employees
Used daily for less than 2 years
OVERALL RATING:
1
EASE OF USE
4
VALUE FOR MONEY
1
CUSTOMER SUPPORT
1
FUNCTIONALITY
4
Reviewed March 2023
No support, outrageous pricing and shady billing practices
We used to love it but their pricing is exorbitant and opaque. Once you are in a one year contract good luck getting hold of anyone to cancel it. They take over a day to reply and send you some minimal canned answer. There's nowhere in the interface where you can cancel or modify for the next billing period. and the whole thing is set to auto renew by default. Used to like them, now hate them in the extreme.
PROSThe actual product works well. We'd have stayed using it for a long time if not for the changes in their billing and support.
CONSThe support is now the minimum it could possibly be, even if you are spending $1200 a month with them. Good luck getting hold of someone. If it were to sell us some new aspect they'd probably reply in a snap.
Reasons for switching to Intercom
Seemed better at the time
Vendor Response
Hi Sam, Thank you for taking the time to let us know about your experience and being so candid. It's definitely not the service we aim for and I will be sharing this feedback with the wider team. I'd love if you could give me a few more details so that I can take a deeper look at this. If you feel comfortable doing that please email me directly. And if you ever have trouble getting hold of someone in future let me know. Thanks, Kate (Intercom, Customer Advocacy)
Replied March 2023
Anonymous
2-10 employees
Used daily for more than 2 years
OVERALL RATING:
2
EASE OF USE
3
VALUE FOR MONEY
2
CUSTOMER SUPPORT
1
FUNCTIONALITY
4
Reviewed October 2023
Fairly unreliable tool
When it works it is great, but the support team often avoids helping with issues and isn't available during a major outage.
PROSIt has great features, when they are working correctly.
CONSThere 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.
Vendor Response
Bobby here from the customer support leadership team. Overall, sorry to see this and happy to chat more if you want — send me a message by email or LinkedIn DM! I also wanted to follow up on your feedback regarding our processes. We use Statuspage to communicate with customers during an incident or outage. We post as soon as we begin troubleshooting, share updates along the way, and communicate when it's resolved and what happened. You can also message us on Twitter during an incident, or send us an email. Intercom promises a 99.8% availability. We have never missed this, and on average exceed this target so outages are very rare thankfully. The CS team aims to respond within a few hours to 1 business day. Very soon we'll be even faster, and we'll continue to give human support to everybody. Bobby
Replied October 2023
Anonymous
501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
3
FUNCTIONALITY
4
Reviewed August 2022
Intercom is a support agent's delight!
Fantastic.
PROSIntercom is easy to use and a supremely evolved support tool. It's a must have for early startups as they scale their businesses. Agent's can easily grasp and start using the product. The support articles are my favourite feature.
CONSI didn't like that Intercom does not support WhatsApp templates triggering via system APIs basis user actions.
Reason for choosing Intercom
Cheap and easy to install.
Reasons for switching to Intercom
Yellow.ai was a super unintuitive product.
Kate
Marketing and Advertising, 2-10 employees
Used daily for more than 2 years
OVERALL RATING:
3
EASE OF USE
1
VALUE FOR MONEY
1
CUSTOMER SUPPORT
1
FUNCTIONALITY
5
Reviewed February 2021
One of the main features of the product doesn't work and they don't give a sh*t
Bloated features Not easy to use Terrible customer support Don't fix issues and don't seem to even care. Would NEVER recommend.
PROSWe use Intercom to generate leads for our business by engaging with website visitors through live chat.
CONSThe ability to ask visitors key information such as name and email address disappeared overnight and Intercom never told their customers this feature had stopped working. We had to discover it for ourselves, only to be told that they knew there was an issue and it was not a priority to fix. Basically, it was tough luck! This is after they took ages to get back to our support ticket. Customer service is terrible and they just don't give two hoots about their customers. Constantly introducing new features but not actually fixing the main feature that someone would need! We're looking for an alternative to Intercom and as soon as we find it we will be leaving
Vendor Response
Hi Kate, thanks you for leaving us this candid review. I've looked into your conversation history with the team and can see the bug you experienced is still under investigation as it only seems to be affecting a small number of accounts. I know that's not helpful when you are one of the accounts affected though and understand your frustration. (Update: This bug has now been fixed by our team.) I can see you have since cancelled your subscription so I want to thank you for being an Intercom customer and wish you and your company lots of success in the future. Kate (Intercom - Customer Engagement)
Replied March 2021
Blake
Verified reviewer
Computer Software, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
3
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed February 2020
Very helpful support and customer onboarding tool
Overall they have been awesome on support and the tool is incredibly helpful. I will continue to use them for years to come.
PROSI love how we could integrate chat directly into our application for our customers. The help center is very nice for our customers and the reports really help us understand how our team is doing.
CONSSome of the functionality is a little difficult to setup especially around the tracking of specific features utilized on our platform. I also can get a little frustrated with the routing of messages, it can override the rules you put in place.
Reasons for switching to Intercom
price and ease of use
Vendor Response
Hi Blake, Thanks for sharing your Intercom experience, I'm so happy to hear you'll be with us for years to come! I'll be passing your feedback about tracking and message routing on to our product team. If you'd like to add any further detail or context do get in touch via the Messenger :) Thanks again, Kate (Intercom - Customer Engagement)
Replied February 2020
Anonymous
2-10 employees
Used daily for more than 2 years
OVERALL RATING:
2
EASE OF USE
2
VALUE FOR MONEY
1
CUSTOMER SUPPORT
2
FUNCTIONALITY
1
Reviewed September 2020
Extremely expensive and they make it extremely hard to move away
Poor startup support
PROSAll in one system, with email, lite CRM and small analytics.
CONSEverything about intercom is built to keep you in the ecosystem. And the more you integrate the harder it is to move away. But they actively make it hard to move away. For example, by not allowing you to export your help articles and by creating random URL conventions to make it hard to redirect your help articles once you have built them elsewhere.
Reason for choosing Intercom
Cheaper
Vendor Response
Thanks for leaving us this review and for giving us your candid feedback. We always aim to earn our customers' business and trust through our product quality and the value it drives, we certainly don't want to make it difficult to move away if we're not the right fit. I'll make sure to pass this feedback on to the team here. Please do get in touch via the messenger if you would like to discuss this further. Thanks, Kate (Intercom - Customer Engagement)
Replied September 2020
Anonymous
11-50 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
3
CUSTOMER SUPPORT
5
FUNCTIONALITY
3
Reviewed November 2018
Small SAS Use
Our main use for intercom is tier 1 chat support. Our users know that this is the fastest way to get ahold of us. In lieu of using a chatbot we've gone in and created a bunch of quick responses that we can go in and edit. This has cut down on the amount of time we spend chatting with a customer and it allows us to control the message that we are sending out across the board. We've also used campaigns to let our users know of new product releases and have sent out Net Promoter Score Survey's out in a campaign. I'd like to note that we do not use Intercom as a CRM for leads on enterprise accounts.
PROSIntercom is really easy to set up and importing users into the software is really simple. It's nice to be able to create an online library of help articles and have it available for our users to find. The chat feature is what we use most and our users definitely enjoy how easy it is to reach out to us.
CONSOur customers have a difficult time closing out of conversations or seeing actions on our screen that need to be taken on the right hand of the screen. The chat box will often times cause them to become more frustrated as they need to open and close the chat as we give instructions. The close button is in a circle under the chat, which is a spot that most people don't usually look for. There are a few customizable things that we'd like to see. Like the ability to create custom out of office messages or include holiday messages to let our users know we're either out of office or responding slowly.
Oliver
Verified reviewer
Computer Software, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
3
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed September 2019
All our support team is using it
Ease of use is really great. We have hundrets of conversations with our clients every day using this tool.
CONSTheir pricing. Not only is it expensive, they have changed their pricing plan about 4x in 2 years. Furthermore it's very complex to understand.
Reasons for switching to Intercom
Better UI and livechat.
Fernando
Information Technology and Services, 11-50 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed December 2019
Best software for proving support
Coundn't be better. Today I cannot imagine our daily support activies without this software.
PROSIts hard to say what I like the most, since are so many great features. Still, I believe the Inbox module is by far the great thing about it, since it allows a direct communication with clients.
CONSA couple of months ago articles sharing was changed on the inbox feature. Now, when you share an article via conversation the client cannot open it on a separate page. This is terrible for most clients, a source of great complain.
Vendor Response
Hi Fernando, Thank you for leaving us this review. It sounds like you're getting real value from the platform, especially the team inbox! Make sure to keep an eye on our Intercom Academy page as we'll be releasing a new course designed specifically for Support Managers in the coming months which I think you might like. I'll also make sure to pass your feedback regarding Article sharing to the appropriate product team. Thanks again, Kate (Intercom - Customer Engagement)
Replied January 2020
Scott
Apparel & Fashion, 51-200 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed April 2019
Intercom Is (mostly) Great!
We use Intercom daily to help diagnose and solve a multitude of customer issues. As an admin, I have the ability to monitor chats, provide internal notes within the chat in real time for trainees, and make sure everyone is offline at the end of the day. There are a few flaws and Intercom WILL send you far too many emails, but overall this is a great chat tool for any customer service business.
PROSUsing Intercom as our ECOM site's chat service has been very helpful! On the customer service team, we are immediately given the contact information needed to properly help a customer. Using Intercom alongside Zendesk has also been a huge improvement over our old chat/ticketing software as they work very well together. Our team also utilizes custom and team macro responses to give fast, accurate answers and assistance. Also, giphy integration!
CONSThe default setting on Intercom has keyboard shortcuts turned on. It seems like most of them immediately close the chat. This can be easily solved by turning them off, but it is not made obvious on how to do so. Once they're off, it's smooth sailing! We have two customer service teams, and we often have agents going back and forth between the two. We use Intercom for both. The other downside is that it is impossible to be available on one and away/reassign on the other. You can keep it open in two tabs, but that's more of a workaround than a solution.