Intercom

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4.2 out of 5 stars

Intercom allows you to communicate personally with every single customer.

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Intercom review by Leanna W.
Leanna W.
Validated Reviewer
Verified Current User
Review Source

"Never forget about your customers"

What do you like best?

This service has many advantages, namely:

- our customers became more loyal to us, as we began to respond quickly to their questions;

- a single listing of conversations with our customers (earlier part was in an e-mail, part of messengers, and part of the phone);

- easy integration with our application;

- new integration with GitHut, we were pleased with this news.

What do you dislike?

Crowded user interface. It began to work slower and not as stable as before. It is difficult to monitor all notifications. I would not refuse more detailed reports.

Recommendations to others considering the product

Do not forget about your clients, they are the basis of your business. We need to respond promptly and solve problems as quickly as possible. Intercom can easily help with it.

What business problems are you solving with the product? What benefits have you realized?

We use Intercom mainly for support work. We receive and process tons of feedback from our customers. We also use it to notify our customers about new versions of our product.

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Intercom review by Eugenio S.
Eugenio S.
Validated Reviewer
Verified Current User
Review Source

"Great opportunity to work effectively. "

What do you like best?

I can promote leads and users to take effect with targeted email, and in-app information triggered by time. I like that this program can connect with another tool like Salesforce, Segment, and much more.

What do you dislike?

We are working every single day and til now we don't have bad issues to use it. We do not complain about that platform at all.

Recommendations to others considering the product

The platform has all working tools which we need. I recommend it to you and I guess you will like it a lot. You will have an automatic system which will help you to make marketing system work better. In your hand will be a great key with which you can easy to increase your sales.

What business problems are you solving with the product? What benefits have you realized?

We have a better opportunity to work together in one place, powered by real customers date. We can see the productivity of messages and test edition to develop results. Very understandable process.

What Live Chat solution do you use?

Thanks for letting us know!
Intercom review by Sonny S.
Sonny S.
Validated Reviewer
Verified Current User
Review Source

"Intercom is an easy way to integrate with my system and communicate with my customers."

What do you like best?

Intercom is not only software support service, but also software for marketing. At the same time, we can use it both in the office and in mobile applications. This service allows us to generate a client base and provides an opportunity for segmentation of the audience, which greatly facilitates the work. Intercom has a huge set of functions, so it's just a bailout for start-ups and small businesses. Simple interface. In addition, Intercom easily integrates with a large number of services, not only with external, but also with our internal programs.

What do you dislike?

A little incomprehensible pricing system.

Recommendations to others considering the product

Intercom will allow you to get away from having to run different software separately for support, sales and marketing. It is easy to use, has an excellent design, interface and support. Another plus is a mobile application that allows you to quickly contact customers and solve problems wherever you are.

What business problems are you solving with the product? What benefits have you realized?

Thanks to Intercom, we managed to provide our users with incredible quick support. This is our advantage over competitors. And, Intercom provided customers with the opportunity to ask us questions in the chat when we are out of touch, and this ensures that all their problems will always be resolved.

Intercom review by Philippe H.
Philippe H.
Validated Reviewer
Verified Current User
Review Source

"Must have for a Saas business"

What do you like best?

Intercom allows us to engage with our users in an effortless way through in-app message and automated emails while keeping track of our users log-ins in our tool.

I like the ability to tag users and company and then create segments. There are a lot of conditions available when filtering, thus allowing to create precise segments that target specific users or company.

continually roll out new feature and their support team is accessible whenever I have questions.

What do you dislike?

I once wanted to bulk edit some of our users by exporting them in CSV file and then reuploading the CSV file with a field modified. While the CSV file export was possible, re-uploading the file to bulk edit is not an available feature. Aside from that, I really enjoy using Intercom.

Recommendations to others considering the product

They continually roll-out new features and their support staff is available and effective when you ask them questions.

What business problems are you solving with the product? What benefits have you realized?

We use Intercom for several Saas business tasks such as engaging with users both manually and automatically as well as tracking users behavior within our app. We also split our clients between our different account managers using Tag and Segments.

Intercom review by Nick A.
Nick A.
Validated Reviewer
Verified Current User
Review Source

"Perfect for live conversations with clients and onboarding automation"

What do you like best?

The automation features and ability to filter and segment users and leads. It's really easy to manage enquiries internally and pass them to team members. The app is handy for weekend customer support as well. Check out their podcast as well. Some good information there for marketers and customer support teams. We've added some help and FAQ pages which has decreased our clients' dependency on the CSM.

What do you dislike?

We'd like to be able to add a workflow to the request a demo process. If we qualify a lead - we'd like to demo to them, if they don't qualify, we'd like to give them a video walk through. Being able to implement the same chat via Facebook messenger could be cool too. Having a few ready made templates for common activities would be good too.

Recommendations to others considering the product

Take a full look throug hthe integrations and explore just how you could use this platfrom to its full potential. There are a lot of different ways to leverage the tools.

What business problems are you solving with the product? What benefits have you realized?

Live Chat and onboarding automation. We also use it for newsletters to our clients and outage notifications. It's been really easy to follow up on email marketing with the campaigns feature. The tool is also robust in being able to create tags from actions and custom fields in the database. It's really easy to manage enquiries internally and pass them to team members. The app is handy for weekend customer support as well.

Intercom review by Rares M.
Rares M.
Validated Reviewer
Verified Current User
Review Source

"Game Changer for Customer Support "

What do you like best?

What I like the most about intercom is the fact that it can be integrated with multiple types of website or other apps and services, making it versatile to the needs of the business. More than that, the ability to create automated behaviour based messages, have templates and drafts as well as have a team that can have a large number of members for customer support makes it ideal.

What do you dislike?

Not necessarily dislike but I believe a part that can be improved is the integration with services such as Slack. The point of improvement would be the display of messages in Slack channels; if this would be more easy to follow and less bulky (the notification and the message displayed) it would be even more useful.

Recommendations to others considering the product

Make sure to explore all the available features and also chat to the Intercom support team (not surprisingly, they are great at customer support); You can also integrate Intercom with your apps such as Slack and get a notification to always be aware of any new message. Make sure to test and double test all of your automated messages so you don't confuse or bombard your potential customer with information that is not always relevant for that time or touch point. Also, they provide some video tutorials as well as webinars, so join in and learn more!

What business problems are you solving with the product? What benefits have you realized?

I have been using Intercom for the past year and it helped improve customer support and thus customer satisfaction as well as nurturing leads and converting them through multiple steps of the customer flow both with automated messages as well as live chat.

Intercom review by Brittany S.
Brittany S.
Validated Reviewer
Verified Current User
Review Source

"Good way to get chat on website"

What do you like best?

With Intercom, users can navigate to our website and they can leave a comment or a question through the chat (which looks to be directed to a member of our team). We then integrated that chat with Slack, and we can all communicate on who is going to respond.

What do you dislike?

The only thing I dislike is when the request comes inbound and it is assigned an annonyous icon and color, it can be hard to know where it came from.

Recommendations to others considering the product

If you are considering Intercom, I recommend having it integrated with Slack as well if you have slack. That way, you get the notifications real time to both email and your messenger system. Additionally, it helps to have someone logged in real time that can respond to the chat requests and especially if you have someone that responds to customers and someone that responds to prospects. Our marketing team responds to prospects and our customer success team responds to customers which works well.

What business problems are you solving with the product? What benefits have you realized?

We are giving customers and prospects the opportunity to direct chat with us from the website, so that is helpful for folks to have a direct pipeline to speak with us when they might otherwise not have sent an email.

Intercom review by Spencer R.
Spencer R.
Validated Reviewer
Verified Current User
Review Source

"Powerful in app chat tool"

What do you like best?

We love how well intercom integrates with our in app experience for users. It's easy to use for onboarding new users, checking in, getting feedback etc. I also like the ease of setting up vistor auto messages that appear on certain pages after certain behavior to engage with live chat users.

What do you dislike?

They could improve on workflow when it comes to creating more complex email and messaging campaigns. We've also run into some challenges when trying to do some custom integrations with tools like segment. They need more functionality when it comes to using this tool for sales and marketing vs. customer support. Great on customer support. Lacking in sales and marketing.

Recommendations to others considering the product

If you have a web or mobile app, this is a solid option. If you're looking for more of a marketing chat tool I would consider something like Drift as a stronger option.

What business problems are you solving with the product? What benefits have you realized?

customer support, support automation, documentation, support library, auto chat, lead capture, etc.

Intercom review by Jan L.
Jan L.
Validated Reviewer
Verified Current User
Review Source

"The one of the best tool for you and your customers"

What do you like best?

The main opportunity is the exchange of information between all the employees of our team. We have several offices and an easy exchange of information is very important for us. This service is not just a tool for contacting your clients, it may soon grow into an excellent CRM. With Intercom, you can easily collect all the necessary information about your customers. Nice API and documentation.

What do you dislike?

Difficult to use. The user interface is a little unorganized, it was difficult for me to understand it. As the interface began to slow down, it's very bad because our client base has grown and I would not want to search for a particular service.

Recommendations to others considering the product

If you want to organize communication in your development team, to facilitate the search for the information you definitely should try Intercom. Just a great support team, quickly solved any problems.

What business problems are you solving with the product? What benefits have you realized?

We use Intercom to communicate with our customers. We encourage them about new updates and features. Our clients should be aware of the fact that our project is being grown. We also use this service to receive feedback from our customers.

Intercom review by Eddie W.
Eddie W.
Validated Reviewer
Verified Current User
Review Source

"One of the best messaging for sales, marketing and support"

What do you like best?

You can easily view, monitor, comment and initiate messages from one team account, and repetitive tasks can be easily automated to save time and resources. Multichannel transmission allows you to contact customers and no matter where they wrote to you. The service integrates with Facebook and Twitter, and messages from social networks are automatically redirected to the Inbox for internal communication, as well as emails from any address. Access restriction features, built-in chat for website visitors and setting up a company's branding, as well as analytics for query quantity parameters and average response time are available. You can instantly engage your best leads with targeted messages. The software helps to qualify the leads for you, routing the right ones to the right sales person while keeping Salesforce in sync.

What do you dislike?

To register a trial period, a credit card is required.

Recommendations to others considering the product

Intercom is an all-in-one solution that provides various tools and functions for communicating with customers.

What business problems are you solving with the product? What benefits have you realized?

When we start using Intercom, management and access to our customers is made easier. I'm also surprised at the ease of installation on our website, and I did not have any problems with this. The data is then presented in an easy to digest form. With that information at hand you should be equipped to make an informed purchase decision that you will not regret.

Intercom review by Carolin M.
Carolin M.
Validated Reviewer
Verified Current User
Review Source

"Chat program works fine, I do not recommend this for email marketing"

What do you like best?

It's great that chat messages and email messages can be woven together, for example when segmenting and targeting audiences, and in reporting. Seeing each user's complete message history is useful.

I like that emails can have a condition to not send to anyone who's been contacted in X days. This helps with not overwhelming recipients.

Their support team is friendly, and the fact that the program's features are lacking is not their fault.

What do you dislike?

Their email program is incredibly basic. I think if you'd like to focus on email marketing and not just your chat support, looking *anywhere* but with Intercom is a better idea.

One of my biggest grievances is that if you upload HTML, certain parts get stripped out, rendering emails not looking or functioning correctly. This has been acknowledged by their support team, and their only advice was to use their very very limited WYSIWYG editor.

Certain things Intercom adds to the HTML when sending are known spam triggers (according to SendForensics).

It is possible to pull in dynamic variables from the mailing list, but you can't manipulate them (as you can in programs like Responsys), and I also don't believe it's possible to have dynamic content pieces in the email, based on mailing list values or demographics.

There are no extension tables.

There are no text versions generated.

There is no view in browser link.

Email sends can't be throttled over time for large deployments.

Test emails can only be sent to 5 users at a time, and they are not a true copy of the actual email (for example, links aren't encoded).

Emails can be previewed with actual user data, but which user is picked is random.

Rules for segmenting audiences are incredibly hard to use and very basic. For example, I can only choose AND or OR conditions, no combination of the two, and no nesting. The available conditions are very limited (for example, I can choose "value is xyz" but not "value is not xyz"). There is no way to re-order rules, other than to delete everything and start over.

If a user bounces, but then updates their email address, their record remains forever marked as "undeliverable". Again, support acknowledges this and promises that a solution is in the works.

Reporting is rudimentary. A lot of metrics can only be exported for all-time sends, not by week or month, etc.

There is no reporting on a click level - only how many clicks overall an email received. That is fine for emails with only one CTA, but useless for a newsletter.

There are often unexplained bugs.

Recommendations to others considering the product

Only use this as your chat program.

Solve emails some other way, for example with Mailchimp (which does have an Intercom integration!)

What business problems are you solving with the product? What benefits have you realized?

Most importantly, it allowed us to organize our email deployments in a way where we could be sure the emails were spaced out appropriately and individual users wouldn't get marketing emails too close together.

Intercom review by Grant S.
Grant S.
Validated Reviewer
Verified Current User
Review Source

"A Must Have for Running a B2B SaaS Company"

What do you like best?

I love Intercom. My favorite feature is being notified with new users sign-up and being able to see how people are engaging with the system. We use these analytics to engage with our users. The majority of our engagement is manually reaching out to users through the chat window. However, we have been able to take advantage of some of Intercom's automated messaging features.

What do you dislike?

We have had some issues with spam getting through Intercom's filters. However, 98% of the time the only messages we get are quality and from real users. When the spam filters don't work however, it can take days to two-weeks for them to be able to fix the issues.

Recommendations to others considering the product

Make sure to integrate Intercom into both your support and your sales process — not just your support processes.

What business problems are you solving with the product? What benefits have you realized?

Success running a Software as a Service business requires that you develop relationships with your users. You need their input to improve your product, prioritize features, and detect bugs. In addition, engaging with users improve their loyalty, and keeps them from unsubscribing without giving you a reason or a chance.

Intercom review by Daniel T.
Daniel T.
Validated Reviewer
Verified Current User
Review Source

"A great user experience for managing hundreds of conversations with different teams"

What do you like best?

Intercom are regularly releasing new features and constantly striving to provide the offering.

I like how it always remains easy to use and great to look at.

Building sequences and creating tags to monitor what stage leads and customers are at is incredibly intuitive

What do you dislike?

A couple of new features have led to a couple of buttons being bumped down meaning I have to scroll down a little bit, not really a big issue, just laziness on my part.

Often, I will have Intercom open in my browser waiting for any leads to ask a question. Occasionally I'll receive a notification and go to Intercom to check it out and it is Intercom intercomming me, it'd be good to mute these.

Recommendations to others considering the product

Take one look at the UI and I'm sure you will see that it's going to reduce a lot of headaches in marketing automation and ensuring any customer on your site is well looked after and responded to in an efficient manner.

What business problems are you solving with the product? What benefits have you realized?

Using the tags has allowed us to see exactly what features our customers have used during trial periods of the software.

We can then look at why people don't use particular features and at what stage they lose interest or seeing the most value.

The sequences are easily customisable so we can prevent marketing automation becoming monotonous and unvaried.

Intercom review by Brianna R.
Brianna R.
Validated Reviewer
Verified Current User
Review Source

"Good tool for sales depending on your use"

What do you like best?

Intercom is an easy way for customers or potential customers to reach us, since they see the little chat box at the bottom of the website when they get to the landing page. It is easy for customers to use and is easy for us to communicate with them.

What do you dislike?

The interface is terribly confusing and difficult to use. It seems out-dated and bulky and I'm rarely able to find what I'm looking for. I have bookmarked the tab I use most, which is where our chats "come in" so that I don't have to waste time each morning logging in and getting to it. There are a lot of features we would like to have more control over customizing, such as requiring email addresses when they come on chat, but after countless hours speaking with support, we still aren't able to do this. It also brings in a lot of spammers and bots, wasting our time.

Recommendations to others considering the product

Shop around. Do your research, and make sure this is the right chat tool for your service or product.

What business problems are you solving with the product? What benefits have you realized?

We are using Intercom as a way for new customers who come to our website to be able to reach out to us easily so that we can answer their questions and make sales. I don't have any exact numbers, but I'm sure it has increased our sales by a small percentage, however a lot of existing customers tend to use this as well, when we have a different chat system in place for them within our Dashboard, and we waste a lot of time with bots and spammers.

Intercom review by Raúl M.
Raúl M.
Validated Reviewer
Verified Current User
Review Source

"Great live chat app for real time support!"

What do you like best?

I've never seen or used any other app that was so functional, clean, full with features and yet really easy to use than Intercom, in terms of customer support. And I'm not telling this just because I'm a support agent as part of my current job duties, but because I keep getting frustated when I need to reach support on my daily basis with other companies and all they have is very old chats that no one cares to pay attention to, a rudimentary contact form or email address. Intercom, as professional user but also as a customer that's looking for support is the best tool you can use to have a great and fast response.

What do you dislike?

Desktop version is great, but mobile needs (still) to be enhanced. For instance: marking yourself as away is not always saved, nor are the turn off/on push notifications. Internal notes only lets you type plain text, when on the desktop version you can do many more things. It'd be great if they will improve this, honestly.

Recommendations to others considering the product

Be sure to test it and you'll find it's the perfect tool for communications, customer support, live chat sales and many more things. I really get upset when I log in to a site to ask anything / needing something and offer support w/o this tool.

What business problems are you solving with the product? What benefits have you realized?

Customer support time and eficiency. It's an outstanding tool to manage communications and campaigns as well. I don't feel like I even used at it's 100% and I find it to be wonderful. By the way, team members reports are great to measure efectiveness of your customer support team.

Intercom review by Douglass C.
Douglass C.
Validated Reviewer
Verified Current User
Review Source

"This software will increase your sales."

What do you like best?

I like that I can have a rather better way to purchase or attract customers and retain them. also, I tried and I know that this is a powerful platform for sales. Ability to have a strong work with marketing and support to connect with my clients. The perfect way to increase trade.

What do you dislike?

Actually, the program is nice. Just a payment is high.But it doesn't stop me to use this software. I know for what I pay and I have everything that I need from that solution.

Recommendations to others considering the product

If you are looking software which will help you with your sale and marketing that it is better to use Intercom. The product is easy to install and simple to use. The platform has powerful and strong working tools. I recommend it to you.

What business problems are you solving with the product? What benefits have you realized?

Actually, with this software, we can do more on our sale. We also like to use open and productive way of connection with our customers. Allows to us to grow our performance faster.

Intercom review by Hillary C.
Hillary C.
Validated Reviewer
Verified Current User
Review Source

"Love the chat and slack integration - wish it had better reporting "

What do you like best?

I love the design and user interface of how the Intercom chat bubble sits on top of a page--very sleek and friendly. I also love the fact that it can live in multiple places (i.e. your company website and inside your application). Also, the ability to add gifs, images, and emojis make chatting in intercom fun for users on both sides of the conversation.

What do you dislike?

The inability to run custom reports makes it difficult to keep a general pulse on how specific users / accounts are engaging with your Support team. There is tons of data available, but I often have to go digging to find what I'm looking for.

What business problems are you solving with the product? What benefits have you realized?

Intercom has helped us streamline our outbound product announcements, inbound support requests, and inbound sales demo requests. It's slack integration also serves as a great way for our broader team to keep an eye on what our users are saying about our product.

Intercom review by Jonathon L.
Jonathon L.
Validated Reviewer
Verified Current User
Review Source

"Comprehensive system. Maybe a bit too comprehensive."

What do you like best?

Customer information available, relative ease of communication with customers responding through this platform. The nice thing is that the platform has the capability to do most of what you would want a customer relationship (support/success) to do. They were willing to work with us on price, which was helpful since the pricing can be a little steep if you're using it for new user onboarding.

What do you dislike?

The marketing email interface is a bit unwieldy, at least for me. I think this is probably just me, but I find it difficult to switch between emails when I'm editing the same info (for example, reply to email address).

Sometimes, the whole Intercom comm window is intrusive. Like...leave me alone sometimes, everytime I log in there is that window popping up. You don't have anything that important to say every single time, go away now and then.

Recommendations to others considering the product

If you're going to use it, jump all in. Don't try to use part of it, because the pricing structure is pretty meh. Jump in all the way or you're not likely to get your moneys worth. If you do jump in all the way, it will accomplish everything you need to in regards to customer communication, support, CRM, etc.

What business problems are you solving with the product? What benefits have you realized?

Marketing/onboarding automation, customer event logger and basic info tracker

Intercom review by Veronika B.
Veronika B.
Validated Reviewer
Verified Current User
Review Source

"Good marketing tool for getting more personal with your prospects and customers"

What do you like best?

+ User-friendly marketing automation tool that's easy to set up and use.

+ Quick and easy for sales and support teams to follow up on live chat queries.

+ Inspiringly simple to create great marketing messages (emails and InApps).

+ A fun voting system to get your audience engaged in chat messages.

+ Lots of integrations that we make use of daily.

What do you dislike?

- Marketing automation needs work: segments don't always automatically update and it's hard to fully trust the system with sending automated sequences/drip emails.

- Recent price changes. First was to charge customers separately for each function of their tool (Acquire, Engage, Learn, Support) and there is another change coming to charge teams per active user.

Recommendations to others considering the product

Intercom is a brilliant out-of-the-box live chat and customer communications tool that can help you create relationships with your customers and warm up prospects.

However, if you sell a SaaS product yourself or you require an advanced marketing automation tool, you are most likely better off with a different tool that helps you do just that.

What business problems are you solving with the product? What benefits have you realized?

Intercom has helped us solve customer queries quickly and it makes it equally easier to send marketing messages as well. Where it falls through is drip campaigns that is something we are looking to do more of in the future.

Intercom review by Amokrane T.
Amokrane T.
Validated Reviewer
Review Source

"Best livechat software"

What do you like best?

It is very easy to use. The chat and assignment features are great but what I like the most os the operator bot. It saves us a considerable amount of time.

The mailing features and data are cool but could be improved.

What do you dislike?

It is hard to customize your emails if you're not good at CSS. A drag and drop interface would have been an improvement.

Sometimes, I receive a notification when a team member closes a conversation. It bothers me but some people might find this useful.

I would like to see a feature similar to Freshchat' canned response in the future.

Recommendations to others considering the product

There is a discount for early stage start-ups. You should check if you can apply for it.

If you're not eligible and have a low traffic, don't waist your money. Use free alternatives like Crisp, Drift or Freshchat.

What business problems are you solving with the product? What benefits have you realized?

Intercom helps us spend more time improving our product. Assisting our clients is easier than ever. It plays a big role in converting visitors into leads and then users because we can collect their contact info and discuss with them about their needs. The process is shorter than the good old "contact us" form which means that you convert more.

Intercom review by Lauren C.
Lauren C.
Validated Reviewer
Verified Current User
Review Source

"Intercom for CS - Almost perfect"

What do you like best?

I love that integration capability, the engagement options, and the depth of tracking it provides. Everything I need is there and available to me. I also find that the pop up is visible and used quite a bit by our users which is very helpful from a Customer Success Perspective.

What do you dislike?

The interface takes some getting used to and I wish there was additional customization available. I also wish the integrations could pull more info - I would love to be able to track "Last Contacted" not just through intercom but through our other platforms as well. This might be user error though!

Recommendations to others considering the product

It is a really solid product with a lot of functionality. It comes down to your main use and your personal workflows.

What business problems are you solving with the product? What benefits have you realized?

We had a massive problem with people feeling unheard or them not noticing their emails had been responded to. With Intercom, the whole team can pitch in and clients feel more heard as they have a record of their conversation with us.

Intercom review by Ross B.
Ross B.
Validated Reviewer
Verified Current User
Review Source

"A great way to interact with your customers!"

What do you like best?

Compared to other ticketing services I've used in the past, Intercom makes it easier for customers to reach out, ask questions and report issues.

What do you dislike?

You can sometimes loose track of open conversations if you're dealing with a high volume traffic. There's also a few keyboard shortcut which causes conversations to be closed when you're writing a response, which can be extremely frustrating. When closing a conversation, customers can reopen it with an unrelated question which can make it difficult to keep track.

Recommendations to others considering the product

If you're using Intercom for support, I would suggest also using the knowledge base.

What business problems are you solving with the product? What benefits have you realized?

We use Intercom so our customers have a seamless way of reaching out with questions and issues. We also use Intercom on our website so leads can ask questions and schedule a demo. We've recently migrated our knowledge base to Intercom which provides a better experience for our customers.

Intercom review by Edmond L.
Edmond L.
Validated Reviewer
Verified Current User
Review Source

"After using a few live chat platforms, Intercom is the best I've user used or have ever experienced"

What do you like best?

The ability to share screenshots back and forth is by far the coolest feature. It's also really fun to use emojis with customers.

What do you dislike?

The only thing I would change would be that when I want to send what I'm typing, I could hit tab+enter. Having to tap the tab button twice is a bit annoying, but I got over it after using it a couple weeks.

Recommendations to others considering the product

Don't forget to use screenshots to get your point across. A picture is worth 1000 words.

What business problems are you solving with the product? What benefits have you realized?

With a new company that does things a bit different than normal, it's easy for customers to get lost. With Intercom, it's easy to show them exactly what they need to do and even send along a screenshot or images of the thing they need. It's also REALLY nice to see if a teammate is also typing in a chat. This keeps you from typing a response to an incoming chat only to have another agent reply and then your test is wasted.

Intercom review by Michael I.
Michael I.
Validated Reviewer
Verified Current User
Review Source

"Worst email marketing (and automation) platform I've ever used. CS is good."

What do you like best?

The fact that you can manage your customer service and email marketing all in one platform.

What do you dislike?

Intercom. Please just acquire another email automation platform. Your developers have no idea what they're doing. With great email automation, you could have the most powerful marketing platform on the planet.

- Takes about 5 hours to send an email to one million users.

- It's extremely expensive.

- A/B testing is an absolute nightmare (you can't A, B, C, D, E) test

- You can't archive emails

- You can't even preview your html emails before sending them

- You can't customize your merge tags (e.g. with title case)

- You cannot use AND + OR logic together. It's either all OR or all AND. Pathetic.

- Customer service usually takes a couple hours to get back to you.

- You can't trigger an email, say, 20 mins after an action occurs. You have to wait a FULL day. Or have it happen immediately.

What business problems are you solving with the product? What benefits have you realized?

To increase our businesses conversion rate. To get someone to purchase a logo package after they've signed up for an account with us.

Intercom review by Allan D.
Allan D.
Validated Reviewer
Verified Current User
Review Source

"Great communiation service with some bugs."

What do you like best?

It does everything. Customer outreach, knowledge base management, and support chat. It can integrate with features like Slack to notify us. Their blog is beautiful, too. Immediate GIF and Emoji support is welcome.

What do you dislike?

Mobile support is not stellar and missing a few important features that the desktop suite offers. Has a few minor bugs (quick replies have additional paragraphs around images that have to be manually deleted, for example). Keyboard shortcuts would be better if they were editable, their current format caused me to inadvertently close too many conversations. One gigantic turn-off is the fact that more than a few of my chats don't push to the client's side until something else gets sent first (often only after I've closed my ticket).

Recommendations to others considering the product

Follow-up regularly with your client. Keep tabs on your tags to prevent a messy tag list.

What business problems are you solving with the product? What benefits have you realized?

Customer support and success were solved. It keeps us in constant contact with our users.

Intercom review by Hugo M.
Hugo M.
Validated Reviewer
Verified Current User
Review Source

"Fantastic Product"

What do you like best?

It's an all-in-one communication platform that really helps with all marketing efforts. It's especially important for small businesses, as it concentrates all task on a single platform.

What do you dislike?

It's a bit expensive and it's not very convenient to create, manage and send recurring newsletters to users.

Recommendations to others considering the product

Intercom is best for B2B companies with not so many users in total. If you have more than 10,000 users, the cost will scale very fast. Not recommended for freemium models, as you'll pay for every user listed.

What business problems are you solving with the product? What benefits have you realized?

From the knowledge base up to receiving support requests and sending automated email campaigns, Intercom is really helpful and centralizes all aspects of user engagement. We're a small startup and were able to replace 2 or 3 different software for Intercom, pay less and have even more features. It's a must-have for small companies that need a simple, but robust, solution to handle all the above.

Intercom review by Adam P.
Adam P.
Validated Reviewer
Verified Current User
Review Source

"Pretty decent, stylish, & useful chat/customer support tool"

What do you like best?

The Ability to send messages (emails/pop-up alerts/etc) to your clients very quickly.

For a chat feature, it's very stylish and stands out well on your website (while not looking too loud)

What do you dislike?

Doesn't have a full Salesforce attachment (that I have found) - this is a BIG negat

Knowledgebase wasn't very intuitive, so we had to search for other another solution here.

It's not (not even sold as, so I shouldn't complain) a "live chat", as others we tried are.

Recommendations to others considering the product

Use Intercom if you want to add a "chat" function to your website that doesn't require someone to be manned there all the time, or if you have many things you'd like to announce to your clients that doesn't require a developer to achieve.

What business problems are you solving with the product? What benefits have you realized?

For website chat support, it's the only solution in my eyes. Everything else I've used is either clunky or ugly.

Intercom review by Sundeep G.
Sundeep G.
Validated Reviewer
Verified Current User
Review Source

"Probably the best!"

What do you like best?

Probably the best platform to manage all your support. It is more like one stop shop and you can get all the features you desire in one platform. There is not much you can ask from a platform since most of it is covered. Our small support team acts more like a huge team who can manage a huge user base.

What do you dislike?

There is not much to dislike but there are some areas that need improvement like all the support questions would reach you like a conversation rather than like a ticket. It becomes tricky sometime to track the support team activity.

Recommendations to others considering the product

Every business has different needs, the platform you chose needs to be assessed if it meets your requirements.

What business problems are you solving with the product? What benefits have you realized?

After Intercom, we have been able to increase our engagement with our users. Users also find it easy to reach our support team. Our small support is now capable of managing huge user base.

Intercom review by Mike K.
Mike K.
Validated Reviewer
Verified Current User
Review Source

"Becoming the one stop shop for support!"

What do you like best?

Everything is now in one place. To start, we were using Intercom for in-app chat and GrooveHQ for KB and helpdesk. We switched from GrooveHQ to Zendesk for features, but the problem with Zendesk is that the structure for ticketing does not really fit our customer base.

Then Intercom came out with Intercom Educate,, switched EVERYTHING to Intercom and now our 3 person support team is acts more like a 30 person team with how we are able to handle tickets, knowledgebase, in-app support, etc.

What do you dislike?

There are some areas where there could be improvements. Help Center security - with Zendesk and others we could restrict access to only our users, but currently there is no option with Intercom. As a result, we created a pretty ugly URL for our support site so that it is harder for our competitors to find.

There is also the case of customers opening up multiple chat instances, and would be great if there was a way to merge them together.

Recommendations to others considering the product

Every company has different needs, but if Intercom is a good fit for your model, you will not be disappointed.

What business problems are you solving with the product? What benefits have you realized?

All of our support resources in one place.

Instead of searching for a KB article to share, I can pull it right into a conversation through the chat window - huge time saver.

Our median time of response has reduced significantly - started around 28+ minutes on average and now down to 10 minutes thanks to Intercom.

Intercom review by Vanda W.
Vanda W.
Validated Reviewer
Verified Current User
Review Source

"Ability to have a great working day."

What do you like best?

I'm glad that I can easily keep track of all my conversation. Also, I like that platform that I can hold and control all information which is coming. Of course, ability to find an old information which I had at past.

What do you dislike?

I just see good sides of that software. I like that solution to use for every day. I will not say a bad words about it. When you will try that you will see how it can help you at work.

Recommendations to others considering the product

Good software which makes your job work well. The program simple to install. Very easy to use. Great open tools which will make your day run faster. I recommend it.

What business problems are you solving with the product? What benefits have you realized?

The very great solution which helps with conversation. Now we are all work with big interest. We are not worry about our report as we know that we will have it automatically.

Intercom review by Ricardo W.
Ricardo W.
Validated Reviewer
Verified Current User
Review Source

"Working with care"

What do you like best?

Very easy to keep track of your dialogue and always easy to find early dialog and recover pertinent information. Another great side is the in sights offered as you can easily keep racecourse of information that can help your company move toward the right course.

What do you dislike?

I will not complain about it. that it's not organized enough.that its hard to use. I guess it's impossible to satisfy all customers.Its not to hard for use and its helps a lot.

Recommendations to others considering the product

As for me I like to use this program and I would like to recommend you to install and to use it. its will help you to make your working day more smoothly.

What business problems are you solving with the product? What benefits have you realized?

My workers like that they can get a carry of it in one click and converse with a real person, plus it allows to send out automated report, notice. So its really great to work with.

Intercom review by Ariana G.
Ariana G.
Validated Reviewer
Verified Current User
Review Source

"Intercom has changed the way we do business and support our client end-users! "

What do you like best?

My favorite part of using Intercom is our ability to send data across teams with minimal effort and maximum transparency.

What do you dislike?

The only thing I dislike about Intercom is the inability to filter through past convos based on their topics. It's tedious to scroll and open each individual convo looking for a certain topic to revisit/ follow-up on.

Recommendations to others considering the product

If you're looking for something that allows your users to communicate seamlessly with your internal customer service teams, this is definitely the right choice in software. The flexibility of the system and its ability to capture such detailed analytics makes this platform one that we can't live without.

What business problems are you solving with the product? What benefits have you realized?

One of our initial struggles was communication with our end-users at any point in time. They used to have to navigate away from the main UI to contact us and that didn't do anything but cause more frustration. Now we can communicate with them directly on the page they need to discuss and we can get their questions resolved faster and without downtime.

Intercom review by Maxime L.
Maxime L.
Validated Reviewer
Verified Current User
Review Source

"Great tool for making your customer happy and ease support centralization"

What do you like best?

- Our clients get responses to their question faster than per e-mail/phone and they are very happy about our responsiveness

- Integration with your app is fairly easy and you can push any data you want to ease identifying the customer you have in front of you.

- Simplify the relation with your client: conversation history is no longer scattered through team mailboxes or phone call notes

- Team work through notes, assignment and snooze allows to ask someone else in the team for help inside the app itself

What do you dislike?

- Its interface is becoming slower as the features are added and our client base grows, Intercom should be careful on that

- Some conversations may be skipped due to complex notifications scheme, you should always keep an eye on the Intercom dashboard

- Some filters in the customer database are missing

Recommendations to others considering the product

Testing the software in a web application can be done in few minutes, so it might worth give it a shot by yourself. The pricing might seem expansive, but it resolves a lot of business problems, so once you are using it, it is hard to get rid of it.

What business problems are you solving with the product? What benefits have you realized?

We are using Intercom first for customer support mainly, but also to provide information about new features/fixes or any big announcements to show to our clients how our product evolve.

Intercom also give us a hint about user activity, with its lasts sign-in, chat session, and if they saw or not our automated messages.

Intercom review by Eric P.
Eric P.
Validated Reviewer
Verified Current User
Review Source

"Powerful communication, are you ready to deal with the number of conversations?"

What do you like best?

Pushes your users to talk to you! Get feedback from users "in the moment", and if they get stuck in starting, hopefully save them from bouncing away. Being able to see what folks are doing, assuming you integrate events into your application via Intercom is really good for generating insights.

What do you dislike?

Slicing and dicing the data isn't as powerful as I would like. Be prepared to get requests at all hours of the day, which is great, but is also a commitment of company resources.

Recommendations to others considering the product

Don't underestimate the effort in responding to all your users requests. Also, doing the marketing automation properly is still something that requires expertise. Intercom facilitates automation, but you still need to know how to do it responsibly. You need that person with expertise.

What business problems are you solving with the product? What benefits have you realized?

Getting feedback from users on our SaaS product Quepid. Tier one customer support.

Intercom review by Paola G.
Paola G.
Validated Reviewer
Verified Current User
Review Source

"Great tool for user onboarding and customer support "

What do you like best?

An essential tool if you are on a SaaS business

1. Centralizes all the exchanges with your clients via chat or email in a single place, while being able to see important information about them (such as user data, user actions, location, etc)

2. Considerably improves the user onboarding experience : you can easily setup automatic messages and even full campaigns that will be triggered as soon as a user performs a particular action.

3. Constant improvements and updates such as the newest integration with GitHub that allows to create GitHub issues directly from intercom conversations or the possibility to turn on the "away mode" that will automatically reassign active conversations to other members of the team so that our customers don't wait too long for an answer if we're not available.

What do you dislike?

The reporting metrics definitely need a lot of improvement as well as analytics capabilities.

The Intercom app has very limited features, it would be great to have access to Intercom Engage and be able to track how users react to our campaigns / auto messages.

Recommendations to others considering the product

Best tool for SaaS customer communication.It has a lot of features, make sure you invest time and effort in learning how to make the most out of it.

What business problems are you solving with the product? What benefits have you realized?

- User onboarding : how to engage customers at scale (Intercom engage is great for this)

- In app live support : be able to quickly answer to our clients and keep a record of our previous conversations

- Ticketing : provide an easy way for our clients to declare bugs and suggest improvements

Intercom review by Chuck F.
Chuck F.
Validated Reviewer
Verified Current User
Review Source

"Make your sales increase fast."

What do you like best?

I'm surprised how strong that platform works. It is great that I can make better sales, wonderful platform for marketing. I have big chance to communicate with all my team together for better sales.

What do you dislike?

I really fine with this software.Till now any bad problems don't come to my working routine. So I can easily do my working timetable.

Recommendations to others considering the product

The better automatic system which can make all marketing system run faster and right. You will have the good chance to grow your sales way. Also, you can simple to handle all connection with your clients.

What business problems are you solving with the product? What benefits have you realized?

We can say that these solutions we can work together in one space, powered by real clients information. More desire to make a productive jump in our working process which will help us to increase our customers.

Intercom review by Germán Andrés C.
Germán Andrés C.
Validated Reviewer
Verified Current User
Review Source

"Much more than just a live chat platform"

What do you like best?

Intercom is a full-featured communication platform, integrating live chat, mail marketing, lead scoring, some marketing automation, help center and much more. Visitors can be easily identified and turned into leads and converted to customers. The Help Center has a bot called operator which help to answer questions in the chat with support articles

What do you dislike?

I think more marketing automation could be done starting with the chat. Besides, they have a help center called Educate which is not multilanguage but you can use to allow customers to help themselves but I think more formatting options could be implemented and the images could get some better options to get a better design layout.

What business problems are you solving with the product? What benefits have you realized?

We can offer a great live chat channel for customers or leads and the integration with the help center improves customer support process.

Intercom review by Tali G.
Tali G.
Validated Reviewer
Verified Current User
Review Source

"Great product, but is it right for your company?"

What do you like best?

The best thing about intercom is how easy it is to start a conversation with your users. The chat interface is great from both sides, both the user's side and the company's side. They integrated gifs, emojis and surveys so a lot can be achieved with this tool.

Another great thing about intercom are the automatic messages you can send to your users. It will require some development work to set it up, but after you created events and triggers you can send your users personal automatic emails to improve their experience with your product, ask them questions, or give them updates about releases and new features.

What do you dislike?

Price is very high, you pay per user in your website, which means that pretty soon you'll find yourself with a $500 per month payment. For smaller companies with limited funds this might be an issue. I ended up "cleaning" users every few months to save money, this means that you loose all your chat history with that person. The chat history will come back if the user messages you again, but until then you can't even search for it.

Recommendations to others considering the product

Intercom is great, I recommend getting a short Skype with them to see if they can answer your needs, they are very helpful and kind.

Keep in mind that to set up intercom you need:

1. A developer

2. Decide if you want to use intercom with all your users to just a few (because it's expensive!)

3. To plan ahead which events you want to send to intercom

Other than that, I loved using intercom for support, much much better than Zendesk, although there are less features.

What business problems are you solving with the product? What benefits have you realized?

I used intercom mainly for support purposes, I liked that the email users get actually looks like a real email (unlike Zendesk where the users get a long complicated scroll).

The benefits are: simple interface, a lot of functionalities inside conversations, create simple surveys in seconds, send blast updates to all users in a heartbeat.

Intercom review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"#1 in Customer service "

What do you like best?

Intercom support team has always been on top of their game with expertly and quickly fixing any issues that may arise they are also very receptive to changes and updates that we have requested. Using their program has also made our response time faster an better making our own customer service top notch as well.

What do you dislike?

Their phone app - while awesome to have and beyond helpful doesn't have as many capabilities as I would prefer. It's a bit clunky in places.

What business problems are you solving with the product? What benefits have you realized?

I love our ability to create and send help articles. When we're not on it will send the customer our hours to let them know when we will be back and sends them help articles related to the question they asked, often times fixing the problem right then and there without our input. Our customers now know and rely on our quick support and they appreciate this extra step to help them with their account even after our work hours.

Intercom review by Brad B.
Brad B.
Validated Reviewer
Verified Current User
Review Source

"Excellent for On boarding SaaS customers "

What do you like best?

Ability to easily set up on-boarding cadence for our SaaS applications. Easy to tag and segment different clients by vertical, title, job function. Customer and Product support teams use provide real-time support in service. The ability to see what areas our customers are accessing and utilizing the most in our service. Ability to guide them pre-defined messages or contact them directly in app to support and guide them with features and functions.

What do you dislike?

Need to visibility of all interactions and clients on the mobile version verse just client conversations your involved in. This would be great for executive and Customer Experience Managers.

Recommendations to others considering the product

Take the time to understand your product workflows , on-boarding, retention, cross-sell etc. The API's are excellent and very powerful take the time to understand how to use them it is pretty extensive.

What business problems are you solving with the product? What benefits have you realized?

Intercom allows us to manage our customer support and customer engagement in our SaaS application. Saved tens of thousands of dollars of having to write a similar application in our intellectual property. Intercom built in allows us to gather all kinds of application date on use of our service, reporting on areas that clients are having trouble with and focus on delivering a better in-app experience. It is a must have for Software Developers and product managers.

Intercom review by User in Retail
User in Retail
Validated Reviewer
Verified Current User
Review Source

"Beautiful interface - that's about it."

What do you like best?

I really like the graphics and design of the product. It's eye-catching, pretty, modern, and looks really legit!

What do you dislike?

I really dislike their customer support and easy of use. It's... pretty bad. The customer support pretty much tells you that your support articles look great after you ask for recommendations - yet their own support site articles are very intensely organized, and there are definitely a lot of tips they can use. The interface of their support articles is very very simple, but so much that you can't customize it to make it not overwhelming for your clients.

Chat is okay, but conversations easily get lost with all of the different buckets you can place them in and people you can assign them to.

Recommendations to others considering the product

Consider that their isn't much to do with their support article center. It's very very simple. If your employees aren't very self-sufficient, you may run into issues because Intercom does not have a great support center themselves - it's kind of ironic.

What business problems are you solving with the product? What benefits have you realized?

We're solving customer support! We use Intercom for chat, and are soon moving to using them for all of our emails and phone calls as well.

Intercom review by Ewa S.
Ewa S.
Validated Reviewer
Verified Current User
Review Source

"Intercom is great tool for tracking all your conversations with users"

What do you like best?

Intercom is easy to use, even if you need to do some complex things. Also Intercom's customer support is very fast to respond, friendly and helpful also with very technical stuff.

What do you dislike?

Although e-mail automation is great, if you like to create very complex automation set up may take some time. E-mail creator hasn't many options and more advanced templates has to be done as html.

Recommendations to others considering the product

If you look for a tool for your Customer support, it's great solution. However if you are marketer there are a lot of all in one tools including e-mail marketing, landing pages builders and much more which have better design customisation available with less developers support needed.

What business problems are you solving with the product? What benefits have you realized?

Customer Support Requests, E-mail communication with our customers, CRM for leads and customers.

Intercom review by Scott U.
Scott U.
Validated Reviewer
Verified Current User
Review Source

"The Pinnacle of Customer Support"

What do you like best?

I love how easy it is to maintain multiple helpful and personal chats with our large user base at once. Not to mention their amazingly powerful email campaign tool, the fact that it's very easily integrated directly with our apps and websites, as well as their amazing Help Center / FAQ tool.

What do you dislike?

They recently did a redesign that's pretty difficult to look at for an extended period of time. It's too bright and lacks proper contrast.

They wrote a blog post talking about how users, like me, who disliked the color scheme of the redesign were just "change averse". Mildly insulting in my opinion, as it's legitimately a bad color scheme.

Although if the colors of the program are my biggest complaint (they are), then Intercom is certainly doing something right.

Recommendations to others considering the product

Intercom is certainly the most robust live chat support program. They have the most amazing customer support and customer service as well. No matter the day of week or time of day, you'll get an excellent response from their support staff.

If you’re not very technically inclined, I would recommend Intercom. Setting it up is very straightforward and fast, and their documentation is by far the best.

What business problems are you solving with the product? What benefits have you realized?

Supporting our large customer base with issues ranging from extremely technical, to industry best practices, and everything in-between.

It’s extremely easy to maintain multiple conversations at once, while keeping them fun and personal. Intercom also has amazing self-serve features. When a user asks a frequently asked question, Intercom will recommend the appropriate Help Center article that our team wrote.

This automatically handles about 5% for incoming support tickets without a member of our support team ever needing to interact with the user.

Intercom review by Jesse W.
Jesse W.
Validated Reviewer
Verified Current User
Review Source

"The best of the best"

What do you like best?

Intercom has been an incredible tool for me to quickly meed the needs of our users. It's instant messaging and details about the user allow my team to quickly resolve issues that arise. It's great that our conversations can be rated too!

What do you dislike?

Hard to find something here. Intercom works well and properly for me every time I log in.

Recommendations to others considering the product

Give it a shot, especially if you are not currently using something other than email and phone to handle customer success.

What business problems are you solving with the product? What benefits have you realized?

Intercom has allowed us to take customer satisfaction to a new level. We can track who is handling a user and how well that conversation went with easy reporting.

Intercom review by Steve F.
Steve F.
Validated Reviewer
Verified Current User
Review Source

"Excellent tool for organizations that believe in Customer Success"

What do you like best?

We use Intercom to stay in touch with our customer base. It allows them to easily reach out to us directly from our SAAS app and it allows us to target them with the right information at the right time. The ability to segment your users along so many different data points is the best part for me.

What do you dislike?

A bit more rich text features in the automatic and manual messaging part of the Engage module.

What business problems are you solving with the product? What benefits have you realized?

Customer technical support, customer marketing and success (aka retention). Being able to target exactly the right subset of users with the right message. We do all of our product announcements in Intercom and can specify the right subset of users to send them to without overwhelming others.

Intercom review by Jaclyn K.
Jaclyn K.
Validated Reviewer
Review Source

"Amazing tool for customer success and inbound sales"

What do you like best?

Intercom has transformed live chat - a tool that used to have a negative reputation is now a delightful and sought after integration by many web-based companies. Their interface is extremely easy to use. The design of the chat bubble is non-invasive to the content on our website or on our product, and our customers find it extremely useful to be able to contact us via the live chat. They continue to innovate on an already fantastic product, and it only gets better! The new release of Intercom business messenger comes jam packed with some really useful tools, like allowing our users to browse our help center directly in the chat window. Love it!

What do you dislike?

There is not much to dislike about Intercom to be honest! They seem to put a lot of thought into everything they do, whether that be the product itself, their customer engagement, and keeping us educated on new features and how to use them.

What business problems are you solving with the product? What benefits have you realized?

Intercom allows us to easily capture inbound leads to our website via the live chat. Visitors are able to ask any immediate questions they have while they are visiting our site, which has in many cases convinced them to book a demo with us. We are also able to offer an extensive help center for our users. Intercom helps us streamline the entire customer success flow, from first impressions to on-boarding to retention. It's amazing having all of these tools in one platform.

Intercom review by Chris R.
Chris R.
Validated Reviewer
Verified Current User
Review Source

"Great product even if you aren't a Saas company"

What do you like best?

I like the integrations with Intercom that allow you communicate with other apps seamlessly. Also the overall look and feel of the app is the best I've seen. Customer support is great when you have questions that might not be answered in the knowledge base.

What do you dislike?

I wish you could do more with leads in the app considering I'm not running a Saas company, no one logs into my site so a lot of the functionality for that part of the app is lost for me.

What business problems are you solving with the product? What benefits have you realized?

I'm able to chat with my site visitors and those who contact me through FB messenger and keep it all centralized. Plus it allows to to deliver timed messages to those who are lurking on certain pages.

Intercom review by Lukáš K.
Lukáš K.
Validated Reviewer
Verified Current User
Review Source

"Probably the best tool for communicating to your customers."

What do you like best?

Considering having a live chat on your website? Intercom is the best one! What's more, Intercom is not just a simple tool via which your customers can start talking to you. It will most likely become your main CRM (customer relationship management tool) very soon. You can collect a lot of information about your customers that will help you with the acquisition, revenue, retention and recommendation parts of the funnel.

There is API and integrations available that helps a lot.

What do you dislike?

Nothing to dislike. Whenever there were some issues with this tool, Intercom support team solved it fast.

Recommendations to others considering the product

Definitely go with this software, you will be happy about that!

What business problems are you solving with the product? What benefits have you realized?

Talking to the customer, turning them to the paying customers, retention and many more.

Intercom review by User in Computer Software
User in Computer Software
Validated Reviewer
Verified Current User
Review Source

"The last messaging platform you'll use"

What do you like best?

Switching to Intercom from our previous messaging platform made our service team more than twice as efficient. Plus - we had a ton of new ways to help our users proactively, reducing our cost of service even more.

Intercom is always updating and is very receptive to feedback. I've made suggestions for what I'd like to see in the future and many have already come to fruition.

What do you dislike?

Data is limited and reporting seems, very much, to be an afterthought.

Recommendations to others considering the product

While considering Intercom, be sure to consider the data that you'll need for your business. Rest assured Intercom will have everything else you need but research heavily on data and reporting; Intercom may be found lacking there.

What business problems are you solving with the product? What benefits have you realized?

Intercom provides our service team with the tools we need to provide quick and effective support to our users and leads. We have the flexibility to provide this support in the way that works best for our business and Intercom helps us set clear expectations and follow through on those easily.

Intercom review by Rebecca O.
Rebecca O.
Validated Reviewer
Review Source

"Intercom makes our web/app support service better."

What do you like best?

OPERATOR BOT - This is a Bot created by Telegram to aid support teams. This has been effective for us when the heldesk team is offline, which happens during weekends. It is able to respond to the most popular questions our customers are likely to ask ,why it encourages the customer to open a ticket for cases where it is unable to respond to the customers query.

CONVERSATION TAGGING - For the occasions ,when I have had to communicate with customers via Intercom ,this is probably my favourite intercom feature. Because it makes it easy for me to bring my colleagues into discussions I am having with customers by simply tagging their name into the conversation.

What do you dislike?

We have had complaints in time past when customers have claimed they tried sending us messages and the message never got sent from their end ; and neither did we get the message either . This isn't a common occurrence ,but it does happen maybe due to a technical problem with Intercom or an internet connection problem from the customer end.

What business problems are you solving with the product? What benefits have you realized?

We use Intercom as the support medium to communicate with our customers. Intercom makes it easy for us to target our customers with messages based on factors like what part of our website or app they currently are on and their current action or activity.

We have also adopted this for basic marketing needs for our bank branches in small towns with a low customer population.

Intercom review by Folashade A.
Folashade A.
Validated Reviewer
Verified Current User
Review Source

"Probably what the new era of helpdesk should look like."

What do you like best?

Intercom allows visitors to our website to get across to us by creating tickets every minute of the day ; thereby ensuring there are no lost enquiries.

What do you dislike?

When we did use Intercom, we had quite a handful of customers complain about having sent us a message via our website without us receiving these messages, or in some cases ; the message just doesn't send from their end.

Recommendations to others considering the product

Really depends on what you want as a startup or small business. Intercom basically gives you a very professional look but may be a bit tasky to get around the first few times starting up.

What business problems are you solving with the product? What benefits have you realized?

We used Intercom basically for sales enquiries. Thereby improving the user to customer conversion rate with our product.

Intercom review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"Fantastic Customer Engagement Tool"

What do you like best?

I greatly appreciate the quick, automated messages Intercom allows you to create to trigger for certain users. It helps our team maintain a clean and constant line of communication for all users, and increase both engagement and adoption. The team collaboration support in Intercom is particularly excellent - it's so easy to tag a team member to give them visibility on certain conversations, it's easy to hand off customers to another team member, and it's a breeze to direct different

What do you dislike?

My main big feature request from Intercom is a more streamlined integration with other tools we use, particularly Salesforce, our customer success management platform, and our product feedback software.

Recommendations to others considering the product

I believe that Intercom as a company and a product has vision and the drive to achieve that vision. I highly recommend it for medium or growth SaaS businesses - it's been a huge help. My biggest advice is to make use of every feature possible!!

What business problems are you solving with the product? What benefits have you realized?

The main business problems we're solving with Intercom are lack of visibility of users + customers in our tool, and effective scalable communication with them all. Intercom has vastly improved our outreach and interaction with customers by giving them an easy way to reach out to us, and vice versa. It's amazing that we can segment out different types of users along with different types of products, and yet keep track of all of them within Intercom's system. This has helped us streamline our communication to make us more efficient.

Intercom review by User
User
Validated Reviewer
Verified Current User
Review Source

"Transparency"

What do you like best?

We use intercom to support our customers and talk with new prospects. Based on this platform, we're able to do that and so much more: track and measure customer success KPIs, optimize the customer journey, keep customers up-to-date, know details about each user, as well as some bonuses: Intercom's innovative thinking, design, and business model that looks to the future is also interesting to learn from

What do you dislike?

Would like to think there's one day we could be using Intercom as the one-stop for all customer success related metrics. Ex: you are talking to this customer, who has paid X amount, who has achieved X KPIs, and who has a score of X. But using multiple tools is still fine, as the main functionality cannot be beat

What business problems are you solving with the product? What benefits have you realized?

Seeing the relationship/customer journey history, knowing who's active, and measuring effectiveness of support team

Intercom review by Jessie A.
Jessie A.
Validated Reviewer
Verified Current User
Review Source

"Powerful tool for connecting with your customers"

What do you like best?

Intercom makes it incredibly easy to chat to your customers in real time & immediately see where they're working from which is always a bonus when you're trying to troubleshoot questions that may come across as confusing.

I love that it makes it easy to see who's doing what, when, and what's already happened around dealing with our many users.

What do you dislike?

Intercom has so much data held in it that I find it can be a bit hard to get specific information sometimes.

What business problems are you solving with the product? What benefits have you realized?

We're able to easily and immediately interact with our customers in real time and solve problems faster. A lot better than previous ticketing systems I've used where things often were taking days to get sorted - now things get solved in minutes.

Intercom review by Ryan H.
Ryan H.
Validated Reviewer
Verified Current User
Review Source

"Amazing software for Customer Communication and Management "

What do you like best?

The software is very in-depth, but also very easy to use.

The software is priced good for what it offers (we use all 3 of their products)

Support is friendly and fast to respond

What do you dislike?

Their marketing automation software with email is pretty limited.. We are specifically looking for more event-based systems, and so we are likely moving that component to HubSpot for better management.. but obviously keeping Intercom for Live Chat and auto site messages.

Recommendations to others considering the product

Start with their free trial on their Live Chat program and see how it goes. If you're a SAAS software business like us, consider integrating Stripe data into your customer profiles.. It has really helped us out.

What business problems are you solving with the product? What benefits have you realized?

Customer management, on-site interaction and some marketing.

Intercom review by Mike S.
Mike S.
Validated Reviewer
Verified Current User
Review Source

"Table Stakes for 2017"

What do you like best?

Intercom is the best in breed of in Customer Messaging platforms and is a must-have for any product team, especially in SaaS and ecommerce.

Need to communicate a new feature to a user when they first login? Need to quickly get a survey out to users who are likely to respond? Need to segment your user base and ask them to a customer interview? Intercom is a great tool for all of those needs of a Product Manager

What do you dislike?

Where I currently work we have a separate system In-App support (we were using Olark and are switching to Salesforce's LiveAgent). I believe the main reason is Intercom is more setup for Product people than Support. Ideally we'd all be using the same Customer Messaging System

What business problems are you solving with the product? What benefits have you realized?

Getting feedback from our users. By segmenting users and reaching out to them while they are using an app I can quickly understand their needs and frustrations.

The biggest win for me is being able to subtly hit up our users and find those who have time to walk me through their day, how they use the product, what pain points they have and where they want to see the product go. This data is one of a couple of pillars of data I use to support my prioritization.

Intercom review by Dave R.
Dave R.
Validated Reviewer
Verified Current User
Review Source

"Great for Customer Service, but a way to go for marketing automation"

What do you like best?

We love having ubiquitous access to our leads and users across all of our outposts. The Intercom widget is becoming commonplace across web properties and consumers are using it more and more, which leads to a much better customer experience. It's very easy to manage these conversations across staff members and departments.

What do you dislike?

Data aggregation is a problem. The lack of a singular customer record where a customer can update it themselves is a shortcoming that really causes problems for us. We have had to get custom development done in order to bring the system up to the level we need it to be at. Otherwise we end up with duplicate user records all over the place and a fragmented customer experience. This is largely due to us not having a large membership section but a huge lead pool, so it is rather case specific for us.

Recommendations to others considering the product

Make sure you truly understand the way the system works and how users and leads are defined. Take full advantage of the trial and make sure you use it in a production environment so that you can understand where you will have to compromise.

What business problems are you solving with the product? What benefits have you realized?

Direct connections with consumers. We were too distant before Intercom, but now we are right there waiting for them to interact. The ability to respond when a thought strikes them in priceless.

Intercom review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"Intercom makes working with customers easier!"

What do you like best?

I like how easy it is to communicate with customers, see information about all past conversations with the customer, and all other relevant information about the customer. It makes it so easy to respond to people with the appropriate amount of explanation (I might take a different tone with long-term users who I've spoken with many times than I would with first time users, or someone who's never written in before).

What do you dislike?

I wish there was a better way to aggregate data about all the customer conversations. It's great to be able to tag the issues to find them again, or make various notes, but I wish there was a way (or if there is a way, more clear instructions on how) to export all the users with a particular tag or note to Excel, for example.

Recommendations to others considering the product

It's a great product if you want to communicate quickly and easily with your customers/users!

What business problems are you solving with the product? What benefits have you realized?

We're solving the problem of quickly and easily communicating with confused users. It has helped our interaction with customers, and I regularly get thank-yous for prompt and effective customer service!

Intercom review by User in Human Resources
User in Human Resources
Validated Reviewer
Verified Current User
Review Source

"Customer Success Tool for All Departments"

What do you like best?

I love the auto-messages and the ability to assign chats to specific people or teams. We use this tool as a means to both sell our course and chat with existing customers. By assigning chats to the right people, either manually or automatically, it means customers get to speak to the right person. I also love the Operator in general - I get data for helping customers, but also important survey data for learning more about who visits our side and how we can segment our database further.

What do you dislike?

The main problem with this tool is that Engage and Respond live so separately and that the email integration is rough. I hate that I have to flip between Engage and Respond to set up auto-messages or design email replies. I also don't love the email features in general. The customer doesn't explicitly agree to be emailed and yet they are which is problematic. Also, when I tried to use this to replace our inbox, I kept receiving automated or internal emails despite blocking them using the tools provided (i.e. tagging them as internal emails to ignore). Then, the customers would get a reply from this long a** email address rather than the email address that we wanted to appear to them.

Recommendations to others considering the product

This is a great product but make sure you are very clear on how you want to use this. For our purposes, we require both Engage (for the auto-messages to engage customers) and Respond (to allow multiple team members to handle inquiries and to get better data). Though Respond is pitched more for Customer Success, it has proved valuable for our Marketing team as well. Revie the features and price things out carefully!

What business problems are you solving with the product? What benefits have you realized?

Intercom allows us to capture the attention of site-goers while they are in their prime interest phase. We have a much greater opportunity to convert site visitors! I also love that we get this survey data each time we talk to someone so we can make our marketing smarter. I also love the fact that this tool let's me collaborate with teammates seamlessly across the country - the notes and saved responses and assign tools make this a piece of cake!

Intercom review by Jonathan M.
Jonathan M.
Validated Reviewer
Verified Current User
Review Source

"The best UX for in app chat"

What do you like best?

Intercom breaks the mold of clunky in-app chat functions. It has a clean interface with engaging and useful options for getting your message out in front of your audience.

What do you dislike?

It is not a ticketing/support solution. We used this and had some major pain points trying to use it. When we went back to Intercom's sweet spot, we fell back in love with it.

Recommendations to others considering the product

Be careful in considering this as a full-on support solution. It can be used as such, but make sure you have the pieces/users/tagging system/ability to cross check your work in place before doing so. We found that getting a more robust ticketing system (Zendesk) served our purposes better. BUT, I also believe that Intercom is an invaluable tool to use for engaging your customers. It auto-messages expected response times, which is HUGE. We love it.

What business problems are you solving with the product? What benefits have you realized?

We use it for in-app messaging, a few drip campaigns for particular user types, and targeted communication to users we need to notify in the moment from within the app.

Intercom review by Ben L.
Ben L.
Validated Reviewer
Verified Current User
Review Source

"Best online chat product on the market"

What do you like best?

The design and interface is unbeatable. No other product comes close to the front end and back end of Intercom. You can tell how much thought and effort they put into making their software world class for anyone that touches it.

What do you dislike?

For sales purposes, Intercom has a lot of room to improve. They need calendar integrations for bookings and calls directly in Intercom's chat, that would translate into a lot of business.

Recommendations to others considering the product

Take a tutorial, there's much in Intercom, it takes a while to learn.

What business problems are you solving with the product? What benefits have you realized?

For customer support and sales. I love the speed and ease of use for both sides to communicate effectively around both support and sales questions we receive.

Intercom review by Gülsen G.
Gülsen G.
Validated Reviewer
Verified Current User
Review Source

"I love it, that is why I keep criticising"

What do you like best?

Intercom is my most often used software, I use it every work day for 80% of my time. We manage our support operation & drift campaigns thru it, I follow their blog and I tried all the bit of the product so far. The biggest handicap for Intercom is the lack of the reports especially for the support operation. And apparently they are doing a great job with their pricing strategy -which I really hate- because we started using it for around 100$ a month and now we are paying at around 2000$. But we are happy with the product and how they are improving themselves. I am sure they'll slowly get to the reporting as well.

What do you dislike?

They are too expensive! Plus, they have a 'event' limit of 120 which is not enough for us at all. And their integration network with other products could be better.

What business problems are you solving with the product? What benefits have you realized?

Through managing our support operation & drift campaigns with Intercom, we are making sure our users are getting activated with the right triggers and getting the support they need from the team.

Intercom review by User in Information Technology and Services
User in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"Great for interacting with customers"

What do you like best?

Intercom has become an excellent way to interacting with customers where ever they are at. I love how Intercom can lay on top of websites, allowing users to communicate with company representatives at any time.

What do you dislike?

I wish Intercom had greater reporting flexibility. Using it in a support role was difficult at first, but it has improved over time as you can integrate it into other products.

Recommendations to others considering the product

Do not go into using intercom without a long-term plan. The worst is if it appears to customers that you will be having a live, real-time chat, but then no one at your company is ready to have the live chat. Have a plan for how it will be used by customers, used internally and what the expectations are that will be created.

What business problems are you solving with the product? What benefits have you realized?

Intercom solves the problem of interacting with customers at the moment they need assistance on a site, in a way that is efficient for company representatives on the other end. It is also a really great way to provide "pop up" information to users when they must be aware of new information.

Intercom review by Robert M.
Robert M.
Validated Reviewer
Verified Current User
Review Source

"Great communication tool!"

What do you like best?

The great tool which offers a lot of possibilities to use it! Each upgrade brings new features like for example Educate (and you can build your Knowledge Base in Intercom) or conversation ratings.

What do you dislike?

There's nothing to dislike. Now Intercom is working on translations - this isn't good yet. But it's the matter of time I hope.

Recommendations to others considering the product

Go and try Intercom - it's simply the best communication tool now available on the market! :)

What business problems are you solving with the product? What benefits have you realized?

Intercom gives you a lot of tools in one simple tool:

- CRM with a lot of data about your customers,

- live chat

- Knowledge Base

- Marketing Automation (email marketing tool to send messages to customers).

It's mainly communication tool but with every new upgrade, it's even better than it used to be.

Intercom review by User in Computer Software
User in Computer Software
Validated Reviewer
Verified Current User
Review Source

"No reporting capability"

What do you like best?

The ability to send automated campaigns - my Customer Success team uses Intercom to proactively manage feature usage among our user base.

What do you dislike?

There is no way to report on the effectiveness of our campaigns. We send a number of proactive outreach campaigns to our customers, and we are unable to generate a report from Intercom that allows us show how many of our customers took a suggested action. When we asked their support team, we were told we need to integrate with a BI tool.

Recommendations to others considering the product

It's a great tool to send automated emails and in-app messaging, but will not allow you to report on them.

What business problems are you solving with the product? What benefits have you realized?

I head up the Customer Success team at my company, many of our Programs require a level of automation that we can achieve through Intercom emails and in-app messaging. We integrated Intercom with our proprietary tool (CRM) and send automated email campaigns to customers based on feature usage. We are able to set specific send dates, and send campaigns to a specific cohort of users based on how they are interacting with our product. I also appreciate the ability to use the A/B testing feature to ensure our content is capturing the attention of our target audience.

The frustrating part of Intercom is not being able to pull reporting on each of these campaigns. I am unable to communicate to my CEO how effective our Customer Success Programs have been, which is a huge downfall of this product. I would imagine most companies needing a light marketing automation tool still need to pull reports on their campaigns.

Intercom review by User in Events Services
User in Events Services
Validated Reviewer
Verified Current User
Review Source

"Does everything you would expect - even the things you never thought about"

What do you like best?

The platform is so versatile but so intuitive. It's a friendly tool that has everything under one hood. I've used clunkier services that only do one of the things Intercom does (either live chat, or CRM, or help desk, or automated messages). Intercom is so well thought out that it's a joy to use.

What do you dislike?

I haven't hit many limitations with Intercom yet. I wish the account would not charge per number of users stored, since we only use it at as a chat platform at my current company. We need to constantly delete 'users' since we arent really tracking them through to a purchase or anything.

What business problems are you solving with the product? What benefits have you realized?

We are helping proactively engage website visitors when they land on the website. With intercom we can send a super personalized message for users based on their location, page activity, visit history or anything else. It makes our customer support look like it's always live, even when an agent isn't there immediately to respond.

Intercom review by Rachel H.
Rachel H.
Validated Reviewer
Review Source

"Great options, high price"

What do you like best?

I love all of the features available for integrating and communicating via different channels with users and non users from our system.

What do you dislike?

I do not like the lack of analytics with the auto and manual messaging systems. Having to pay for the "Respond" feature to get valid analytics can be frustrating. Each feature that are sold separately should have analytics includes with them.

Recommendations to others considering the product

Ask for help when you need it. Their team is excellent, friendly and well versed in their technology. I have gotten a tremendous amount of help from them and really appreciate all that they do. They really go above and beyond as a team. If one person is out of the office, another person picks up right where you left off without missing a beat.

What business problems are you solving with the product? What benefits have you realized?

Communicating with users on a mass email basis, offering chat for our live customer who are utilizing micromoments to reach us instantly.

Intercom review by Hannah W.
Hannah W.
Validated Reviewer
Verified Current User
Review Source

"Great way to stay engaged with customers"

What do you like best?

We use Intercom Acquire and Engage and it's been a great way for our team to stay engaged -- and communicate with -- our users. As we scale as a company, Intercom has been paramount in keeping our customers happy. Plus, being able to send hyper-targeted messages based on in-app actions has been a game changer!

Sure, there are lots of messaging apps out there now, but the reason we stick with Intercom is due to their constant innovation. They listen to their users and are constantly adding new features and product updates.

What do you dislike?

Nothing really at the moment. We were considering Intercom Educate, but found it was difficult to move our existing helpdesk documentation articles over due to the fact that permalink structure would have changed. So, if they added a way to keep the permalinks the same when importing articles to Intercom Educate, that would be great.

Recommendations to others considering the product

While it may not be the cheapest solution out there, the quality and constant product updates make it worth the investment. Try it out -- you won't be disappointed.

What business problems are you solving with the product? What benefits have you realized?

We're able to keep a pulse on our users and start conversations. Plus, our customers know that they can always reach us at anytime.

Intercom review by Karin H.
Karin H.
Validated Reviewer
Verified Current User
Review Source

"Intercom for customer support"

What do you like best?

It is easy to support customers and users from our homepage using Intercom. Customers seem to like the interface as well. It is easy to use the system to mine for customer data so we can see which domains customers are coming from most. This allows us to work on sales leads.

What do you dislike?

It can be cumbersome with receiving emails as well as coordinating from the system's homepage. Also, I find myself sometimes forgetting how to send an email to certain customer groups based on tags. It can be sometimes a little cumbersome.

What business problems are you solving with the product? What benefits have you realized?

We have been able to problem-solve and help customers on an immediate basis using the product. We can also help identify groups of customers to target for sales.

Intercom review by Abiola A.
Abiola A.
Validated Reviewer
Review Source

"Gave us great analytical advantage."

What do you like best?

Pre Intercom, our main obstacle with our former help desk program was the poor ticketing power as our responses to tickets sometime ended up in the customers spambox,resulting in our users not getting a response to their tickets.

Intercom resolved this hurdle very well.. When our users open tickets while the support team is offline, we get a notification and whenever we respond to the ticket ,it goes straight to their customers inbox.Problem solved.

What do you dislike?

Customizing emails on Intercom requires some level of coding skill ,which is a rare skill amongst support agent ; thus we always have to work in hand with the technical team.Coupled with poor link encoding.I also think Intercom is too pricey.

Recommendations to others considering the product

I do not recommend this as a marketing tool,rather should be used strictly by users looking for a sales(helpdesk). program which gives them an edge over others.

What business problems are you solving with the product? What benefits have you realized?

Intercom has provided us with powerful analytic features like the tags which allow us know what features of our service our customers have used in time past.Thus allowing us make better business decisions ; it has also matched chat and emails together ; allowing support agents have each users communication data all in one place.

Intercom review by Christina M.
Christina M.
Validated Reviewer
Verified Current User
Review Source

"Great application for customer service and marketing "

What do you like best?

Customers can be easily identified within Intercom. Keeps recent communications with customers readily available to give custfomer service reps ability to determine what the customer has needed help with in the past.

What do you dislike?

Currently, there is no way to email transcripts of chats between customers. Also customer service reps are not “pinged” when a customer responds to an auto generated chat. Intercom has small issues like this that need some attention but overall it is a great product.

What business problems are you solving with the product? What benefits have you realized?

We are using Intercom for live chat, marketing and help topics.

Intercom provides a quick solution for all theee in one place and provides quality tools in each feature.

Intercom review by Rachel B.
Rachel B.
Validated Reviewer
Verified Current User
Review Source

"Intercom - Good for small businesses/teams, more difficult once you start to grow/scale"

What do you like best?

I like that Intercom makes it pretty simple to monitor your customers, their usage and set-up campaigns/communications. It's also a great "widget" for in-app communications.

What do you dislike?

I dislike that as we've grown and needed to make changes to existing campaigns, communications and tags, that there is no way to make mass or bulk edits. It's proved to be very time-consuming and difficult to go through and make all of these edits one-by-one, one customer or one communication at a time.

Recommendations to others considering the product

The in-app chat and customer support/help-desk type features of this tool are great and I have no complaints there. However, I would highly suggest to the Intercom team that they put more work into their marketing automation and campaigns areas of the tool in order to make them more user-friendly, scalable for growth and less time-consuming to make changes.

What business problems are you solving with the product? What benefits have you realized?

In-app communication, campaigns to customers, campaigns to prior customers and trial users, usage data.

Intercom review by Jeremy B.
Jeremy B.
Validated Reviewer
Review Source

"Using to Offer Tech Support to Online Courses"

What do you like best?

Easy to use for the users and for my team Also, they don't charge per team member or conversation.

What do you dislike?

I wish that getting one of there products gave you a discount on the others. Love Inbox and would like to use Articles, but I'm not sure I can justify an extra $50 per month for Articles.

Recommendations to others considering the product

If you have the budget, get Articles to go with your plan. It really extends the tool's functionality.

What business problems are you solving with the product? What benefits have you realized?

Support. We embed Intercom's chat widget in online courses in Blackboard learn. It's super easy and nice for students and faculty to use, and my team like's using it too.

Intercom review by Administrator in Computer Software
Administrator in Computer Software
Validated Reviewer
Verified Current User
Review Source

"Very complicated billing caculation system---they charged me US 600 for one month"

What do you like best?

over all intercom is a very good product, can be used in website and apps

What do you dislike?

we are a very small company, Normally we answer about 30 Emails per day.

we decide to use intercom to make a better help system, according to their website, we only pay about 100USD per month, but end up we received about 600USD per month.

this is what they explain to us:

"Here's how people are added to your Intercom database:

If visitors to your website start a chat with you they are stored in Intercom as Leads

If you have Intercom installed on your web or mobile app, Users are added when people sign in

You manually add Users and Leads via our CSV Import and the Intercom REST API

If you forward your email to your team inbox, new people that email you will be added as Leads

At any time you can delete/remove people from Intercom in order to control your people count, changes here will be reflected in your next invoice. For more details and to see how your pricing will change as your user base grows, check out: www.intercom.com/pricing"

What business problems are you solving with the product? What benefits have you realized?

we can provide better customers service

Intercom review by User in Philanthropy
User in Philanthropy
Validated Reviewer
Verified Current User
Review Source

"Customers love our Support Team"

What do you like best?

Intercom's chat feature helps us communicate with customers & leads. The Intercom Educate tool is where we host our our Help Center, saving time for our Support and Sales teams.

What do you dislike?

I REALLY wish there was an integration between HubSpot and Intercom. Instead of working together, both technologies are developing similar features.

Recommendations to others considering the product

Intercom is a terrific tool for customer support. Although we haven't used many of the sales tools, they look awesome. Also, build your Help Desk with Intercom Educate. Not only is Educated great for quickly and easily building a Help Desk, it's nice to have an integrated Help Desk + chat tool.

What business problems are you solving with the product? What benefits have you realized?

Our Support Team is able to take care of support inquiries within 3-5 minutes. Intercom's interface makes it easy to go above-and-beyond simply answering a support question -- it helps us truly solve our customers problems, quickly send resources that equip them to further benefit from our product, and it's very personal!

Intercom review by Miles D.
Miles D.
Validated Reviewer
Verified Current User
Review Source

"Not a bad tool if you need a simple tool. "

What do you like best?

Intercom is very easy to use. I have 14 agents using it now and the training to get them up and running is pretty minimal.

What do you dislike?

Reporting is basic although they have been adding new reports recently.

Also, my Account manager blew me off on a scheduled training call and to this day has never rescheduled.

Recommendations to others considering the product

Good simple product. My only complaint is I wish I could prioritize more important customers to the top of the queue.

What business problems are you solving with the product? What benefits have you realized?

We use it for business to business support of our clients.

It has allowed us to add another touch point in how we interact with customers that our competitors don’t have.

Intercom review by Aaron R.
Aaron R.
Validated Reviewer
Verified Current User
Review Source

"It has a lot of great features, runs a little slow sometimes."

What do you like best?

Great chat interface for customers. It has good resolution on embedded screenshots. Its easy to tag people.

What do you dislike?

Its a little hard to quickly understand the chat history with a customer.

It can run slow and sometimes a little buggy. For example, occasionally I will type out a response to a question, and it will lose my text, or send the text early. This is less than 1% of the time, but when it happens it makes us look unprofessional or causes extra work for us.

What business problems are you solving with the product? What benefits have you realized?

It creates a live connection with customers that have questions or need help. It helps with on-boarding and prevents churn. We also use it to keep track of feature requests.

Intercom review by User in Information Technology and Services
User in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"Great way to interact with customers"

What do you like best?

I like how simple it is to setup a chat system within your org without having to have dedicated chat agents going on “ready” like the typical chat software. Intercom allows a lot of customization for marketing content and personalized outreach as well.

What do you dislike?

I wish there were more options for reporting. It is not a typical chat software, so I guess having the typical reporting is asking too much, but you can’t pull out simple things like average handle times, response times, or resolution times. This makes achieving certain SLA's impossible to track.

What business problems are you solving with the product? What benefits have you realized?

Definitely for quick conversations with our clients. We use it as a typical "support chat" function. I think it is perceived as less of a "chat" and more as a type of "text message" conversation our customers can have with our support team. It has been incredibly helpful to have our customers get solutions to their issues and find quick wins in that sense rather than going through the typical email route.

Intercom review by Shaun V.
Shaun V.
Validated Reviewer
Verified Current User
Review Source

"Intercom rocks my socks off daily!"

What do you like best?

Our customers love the instant chat, it's quickly become our most used support channel. It's easy to collaborate with other co-workers when help is needed and they have added a lot of features to make chat support scalable. Intercom makes providing amazing support fun.

Their support team practices what they preach, they're amazingly responsive and helpful. Outside of the great thought leadership, I love how they approached building their product and I think they're doing a lot of things right.

What do you dislike?

The reporting metrics need a lot of improvement, there's not an easy way to get data out of Intercom about the conversations and there is no way to survey customers about their experience with support.

Recommendations to others considering the product

It scales surprisingly well and while it's missing some advanced features, they know it and are developing them and constantly making helpful updates.

What business problems are you solving with the product? What benefits have you realized?

We help companies do Account Based Marketing, Sales Development, and pretty much Account Based Everything. Intercom allows us to have very personal conversations with our users and their Intercom Educate product makes it really easy to send customers relevant help articles. It's great having insights into how many conversations we have daily and what our median first response time is.

Intercom review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"Overhyped chat software"

What do you like best?

It has a nice friendly icon that people see on your website. It does seem to encourage people to click it.

What do you dislike?

Inflexible development team that aren't interested in any suggestions. Marketing team pretends they are the vanguards of support standards (see their blog posts) but their team can't meet those expectations. Slow support responses and they have no access to people who can actually implement or recommend customer suggestions. Another company trying to be like Apple - "we'll tell the customer what they want".

Basic search is just awful. It only searches tags...very hard to track nearly anything.

Recommendations to others considering the product

Don't do it. Find something, anything, else. They clearly have an amazing sales team that could sell anything to anyone, but don't believe the hype. It's buggy, bitsy software that lacks simple features (eg searching for pseudonyms or content in closed chats).

What business problems are you solving with the product? What benefits have you realized?

It's supposed to help us channel sales leads, but it mostly channels support requests and it is not good software as a support solution.

Intercom review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"A necessity for any business!"

What do you like best?

Very minimal learning curve, was able to open up a new method of communication with our customers with relative ease. We really love being able to target Intercom Messenger to appear based on lead qualification. I can't imagine not using Intercom now to increase the service we offer to our customers.

What do you dislike?

Limited flexibility in being able to edit the layout or design of Intercom Messenger.

Recommendations to others considering the product

Not only is the Intercom app an asset to any company but the Intercom team are experts at sales and support, they put on frequent webinars on how to use their platform to grow you businesses. We highly recommend Intercom to anyone doing business online!

What business problems are you solving with the product? What benefits have you realized?

We use Intercom to assist in lead qualification, as well as a support tool for users in-app to access customer support.

Intercom review by George M.
George M.
Validated Reviewer
Review Source

"Excellent customer messaging interaction platform"

What do you like best?

Messaging, either in-app or through emails, is great. Specifically, the platform is the best in its class in in-app messages.

The platform allows for a very detailed customer segmentation.

We have especially found the A/B testing of campaigns very useful to test out their efficiency.

The UI is now clean, modern and relatively simple to navigate.

What do you dislike?

Not much really. The UI was somewhat complex and convoluted but the new design changes helped a lot. It still has a steep learning curve though, but that is to be expected.

Pricing is also relatively high if you want to utilize both Respond, Engage, and Educate.

Recommendations to others considering the product

We are currently considering switching to another platform due to us not requiring all of the available modules in Intercom, as well as due to pricing reasons. Customer.io is one of the alternatives, despite it lacking certain of Intercom's more advanced features.

What business problems are you solving with the product? What benefits have you realized?

Intercom is currently being used by the customer success and sales teams as a means to segment, monitor, communicate and engage the current users of our SAAS web app. It is also used to communicate with the users in-app as well as for the purpose of engaging with them though automated campaigns. We have set up both recurring campaigns based on events, as well as one-off campaigns to advertise new platform features.

It has allowed us to better understand the effectiveness of our web leads by tracking their correspondence with us as well as contributed to increased client retention levels.

Intercom review by Administrator in Market Research
Administrator in Market Research
Validated Reviewer
Verified Current User
Review Source

"Almost ready to take all of our business"

What do you like best?

The chat functionality is super easy and intuitive. It links well with the educate portion of the platform and learns when to suggest educate articles to users. Its saved us a lot of time.

What do you dislike?

As a two sided marketplace, intercom is prohibitively expensive for large numbers of users. We also would like to be able to only have the knowledge base, without the chat feature available on one side of our marketplace, which I don't think is possible....

Recommendations to others considering the product

Intercom has enabled us to stay in contact with all our customers in a timely way, and provide support in an efficient manner. They have some competition in Drift coming their way - but lots to look forward to product wise.

What business problems are you solving with the product? What benefits have you realized?

Instantly contact all our clients. Send intelligent updates, timed to users path through our platform. We integrate with Segment which makes it more useful again.

Intercom review by Tamikya V.
Tamikya V.
Validated Reviewer
Verified Current User
Review Source

"Fantastic product but does have (intentionally designed) limitations. "

What do you like best?

I love the simple and immediate ability to connect with my customers in real time.

What do you dislike?

The inability to offer floating in-app messaging for onboarding. At the moment, Intercom only supports IM and email communications to users, which can feel very spammy and invasive when it comes to onboarding users vs just supporting them.

What business problems are you solving with the product? What benefits have you realized?

Right now, we use Intercom to assist with onboarding at a very basic level in order to reduce the amount of high touch work currently involved with onboarding and training new users. It's also been valuable to allow us to engage with users in real time when welcoming them to our product for the first time. It's also become clear that users prefer talking to us through IM over email and phone.

Intercom review by Harry R.
Harry R.
Validated Reviewer
Verified Current User
Review Source

"Great in so many ways, especially tagging but has some minor annoying quirks"

What do you like best?

The ease with which I can interact with leads and users is incredible, and the tagging system is great. I also find that it can be a really quick and easy way to pacify a customer when in fury.

What do you dislike?

No support for out of hours auto replies is simply ridiculous. Intercom takes a strange stance where they think it works fine. I personally think a simple auto message that just says leave a message makes perfect sense.

Also adding in the factor of time and date ranges for analysing your support seems like a no-brainer and I'm not sure why they haven't implemented this either, but then again this could be to do with development times and may come in the future.

Recommendations to others considering the product

IF you need a good platform for chatting to your customers and users, whether to offer support or to entice new users Intercom mostly has you covered. It might also be worth considering another platform for when customers support questions get more technical and they become a long term user, as Intercom doesn't deal with large long paragraphs that well.

Other than the fact it needs better out of hours support, and date and time added to the analytics side of things it's still a great product.

What business problems are you solving with the product? What benefits have you realized?

I am mostly solving customer support issues via intercom, we also manage trouble areas in our app via tagging support conversations and then exporting tag data via the API

Intercom review by Daniel M.
Daniel M.
Validated Reviewer
Verified Current User
Review Source

"Simple software to use for Help Desk"

What do you like best?

It integrates with our product and is a universal software most are familiar with. It's easy to use and easy to configure.

What do you dislike?

Need the ability to better slice and dice the data that Intercom collects -- we get some duplicate tickets and it's hard to remove them from our stats. Also, needs better reporting on cases coming in, cases closed, etc.

Recommendations to others considering the product

If you want to avoid some noise in your Gmail, then use custom Gmail filters to delete certain cases like when a case is closed, or assigned, etc.

What business problems are you solving with the product? What benefits have you realized?

Help Desk for our Customers using our SaaS platform

Intercom review by Matt G.
Matt G.
Validated Reviewer
Review Source

"Nice CRM for Smaller Companies"

What do you like best?

The ability to easily send in-app campaigns, rather than the usual pop-ip messaging is a USP. And for those unfamiliar with email software it is very simple to get going, with helpful prompts to make sure most of the t's are crossed and i's dotted. Most importantly the staff really make an effort to help, and they are improving the software all of the time with a mind to customer feedback.

What do you dislike?

Updated data is a pain, as is the fact that it allows emails to be duplicated. The campaign system isn't very sophisticated meaning that you have to be careful that you layer an automation using exclusions - potentially unsustainable in a larger/more complex environment.

What business problems are you solving with the product? What benefits have you realized?

It is for primary communication with subscribers generally. Being able to quickly message those users who are actually logged in can be a lifesaver for a SaaS company, and the segmentation allows you to easily target particular groups.

Intercom review by M S.
M S.
Validated Reviewer
Verified Current User
Review Source

"A smart customer support tool"

What do you like best?

Intercom is great for qualifying leads and for converting leads to users. I love the interface, I love the website structure and I love how easy it is with the help of Intercom to understand what the users want.

The Operator works just great, it combines conversation UI with Forms and due to that it's unlikely to lose a lead.

What do you dislike?

When the support specialist is away, the articles provided by the Operator usually are not appropriate, and as a result it doesn't solve the user's problem.

Recommendations to others considering the product

I totally recommend Intercom to those who consider using it.

What business problems are you solving with the product? What benefits have you realized?

Qualifying leads, user conversion, b2c support

Intercom review by Louise F.
Louise F.
Validated Reviewer
Verified Current User
Review Source

"OK for basic chat support but not great for reliability"

What do you like best?

The interface of the "Respond" page is simple and straightforward to use.

What do you dislike?

Quite often we have found that if an agent takes or responds to a chat, there is a delay in showing it, so another agent has sometimes replied as well and the customer gets two responses.

Response time from Intercom's customer support isn't great and more often than not they have not been able to provide us with an answer to our questions.

Sometimes a prompt appears asking for the customer's email address, and other times it doesn't. There doesn't seem to be any consistency.

What business problems are you solving with the product? What benefits have you realized?

We are using it as a chat support for potential clients.

Intercom review by Administrator in Computer Software
Administrator in Computer Software
Validated Reviewer
Verified Current User
Review Source

"Operator is great in the abstract but terrible in execution"

What do you like best?

Being able to correspond with website visitors, tailor messages on specific pages and coordinate the communication on the website. In platform, being able to engage user segments and isolate targetted communication at those users who are dropping in engagement

What do you dislike?

I love the new release of Operator in theory. The actual release has been atrocious though. There are critical components that are not customizable or able to be turned off, and this results in a terrible user experience for certain organizations, ours being one. What is worse is their product team is completely steadfast in their poor strategic decisions, unwilling to listen to customers who are clamoring for features to be disabled (even from the backend)

Recommendations to others considering the product

Capterra, Tawk, Zendesk

What business problems are you solving with the product? What benefits have you realized?

Trying to streamline communication with both prospects and customers alike. We were realizing much better value until Operator was released, and now having constant issues because of really poor product design and even worse customization.

Intercom review by User in Internet
User in Internet
Validated Reviewer
Verified Current User
Review Source

"Intercom allows us to provide exceptional customer support."

What do you like best?

Using Intercom has given us the ability to interact with our customers on a daily basis, in a less formal way than scheduling meetings. If a user has a question, all they have to do is chat us, and we're there to provide answers. We've gotten tons of great feedback on our responsiveness and using Intercom has just amplified our reach.

What do you dislike?

As far as being able to chat with our customers and help them solve problems, I don't have any complaints.

Recommendations to others considering the product

It's super easy and will really help you improve your customer success operations -- highly recommend using it!

What business problems are you solving with the product? What benefits have you realized?

It has provided more reach for our customer success efforts. We're more accessible to our customers, which can only improve relationships. Previously, we were just using email and scheduled meetings to talk to customers, but Intercom allows us to chat with them at any point during the day.

Intercom review by William C.
William C.
Validated Reviewer
Review Source

"Very First Look is Good!"

What do you like best?

Clean, light, effective. I have run into it on a number of sites beginning with Simbi.com where I first experienced it. I have a great deal of experience in service desk and monitoring/incident managment, and this interface is just great.

What do you dislike?

At a lower resolution, the Intercom chat window overlays text boxes on the websites where it is deployed. There is actually a point where one cannot see the letters being typed, and cannot correct typos. I already passed this on to them, and expect a solution will be coming in due time. :-)

Recommendations to others considering the product

Reach out to the good people at Intercom early and often with your questions. They are going to keep track of everything at this point in their development, and any conversation will be a benefit to them, and you, if you land with their product later.

What business problems are you solving with the product? What benefits have you realized?

I will be running a trial of Intercom with a group of administrative volunteers from Bhutan. We will be running 90 - 120 day "classes" where Bhutanese students will be introduced to a set of commonly used service and support tools such as Freshdesk, Slack, Evernote, Talkdesk, Facebook Workplaces, and Intercom.