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.

The 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.

Lacks in reporting and knowledge base customization compared to ZenDesk. Innovation in new features can be slow at times.

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.

I 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!

There 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.

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.

It's "popular" and works well if your company is enterprise sized.

If 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.

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

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

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

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.

In 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.

The 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.

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.

Integration 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.

Bugs. 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.

Great software, one of the few CRM that actually delivers real value and fosters taking care of customers, not tickets.

Direct 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.

They 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.

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.

For 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.

Having more inactive contacts on the intercom increased the monthly bill. You must continually archive users in order to keep costs at a minimum.

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

The 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

The inbox is quite poor to use for email conversations only. The articles lack for customization options, too.

Overall no major complaints with Intercom and plan to continue using it for the foreseeable future.

We 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.

It'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.

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.

Using 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.

While 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.

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.

Nothing found until now. It’s really complete and well done solution.

Intercom helped us provide better support and engage more visitors and clients.

Intercom is super easy to use and implement. It's packed with time-saving features.

Their 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.

Very well! everything from sales calls, onboarding, setup and support have worked very well.

Integration 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.

The 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.

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.

What 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.

For 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.

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.

Intercom 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.

Every 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.

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.

Intercom'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.

Ease 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.

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.

The 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.

Everything 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.

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.

I enjoy the interface and how you can create macros. It is easy to collaborate with the team.

It 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.

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.

Intercom 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 !!

I 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.

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.

No 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.

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.

It 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.

The 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.

We were excited to use Intercom but over time their customer support, aggressive and intransparent pricing has made us increasingly dissatisfied with it.

The customer support features that it offers that allow us to communicate with our users directly in our app.

The 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.

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!!

It'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.

They 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