Intercom Reviews

The knowledge center and live chat features were the most used features at our software company. These features were used regularly and automations within intercom helped serve clients efficiently.

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

- Chatbots in code
- User-friendly when it comes to aesthetics
- Fast and efficient support
- It has a learning track which makes it easy for new developers

- Data analysis within the platform is quite poor, which brings the need to cross-check with other tools
- Exporting data results in lack of standardization
- Lack of governance to access team settings like macros, for example

Intercom allows us to directly support our users on our platform. The implementation into our own support structure and tools allow us to fastly support our users.

I would like to have a deeper look at my performance data. Having all the relevant data for me for further processing would be a great benefit.

Admin interface is visually appealing. Widget is not.

Lacks basic/rudimentary functionality. Simple things like auto triggering a message at the company level when specific criteria is met is not possible. Tagging system is not easy to use and lacks basic features. Can't customize inboxes as needed. I felt like you product blog was so delightful that your product would be the same but it felt like you weren't living your word. Nothing was easy on this product.

Finding the right communication platform for my team was crucial. After some research, we decided to give Intercom a try, and I'm glad we did! It had some limitations, but the benefits it brought to our team's communication and customer service efforts were undeniable. One of the things that stood out to me was it's ease of use. My team had no trouble getting the hang of the platform, and we were able to quickly start engaging with our customers through various channels like email, chat, and social media. This has made customer service more efficient and responsive. With the use of automations and tags, we were able to segment our customer base and send tailored messages, making the overall experience more personalized and effective. The analytics and reporting in Intercom was fantastic. We could easily track and measure the performance of our customer engagement efforts, and adjust our strategy accordingly.

Something that could be improved is the chatbot functionality. While it is useful, it still has some limitations and it could be more sophisticated. Another major downside is the price is steep for small businesses, $74 a month is a bit pricy for small businesses like mine. We had to be mindful of our budget when using the platform's advanced features. It also has a limited customization options for forms and landing pages. It would be great if we could have more flexibility in customizing the look and feel of our interactions with customers.

We love how easy it is to engage with our website visitors and help answer questions or direct them to the resources they're looking for. We bring in a good number of leads to the sales team each month from the use of Intercom chat. We really enjoy how you can integrate it with Slack so that you don't always have to keep Intercom open in your browser.

It's kind of annoying how a lot of the features cost a good amount of additional money. And some things aren't super intuitive as far as navigating and what lives where within the platform.

The chatbot is a world class. Highly customizable to make sure that you can let the bot handle up to 50% of conversations. Product tours are also the best I have seen

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

Intercom has enabled users to set up the best-automated communication for customers. This improved customer engagement for our website and ultimately resulted in greater sales numbers.

The price point is a little bit high which should be worked upon. Also, for beginners, there is a lot of learning required to set up communications.

very user-friendly and easy to use. It has a clean and intuitive interface that makes it easy to find the tools and features you need. The platform is very flexible, so you can customize it to your specific needs. You can create your own messaging campaigns, automated messages, and chatbots, or use pre-built ones provided by Intercom.

he platform's automation features can be limited. While there are a variety of automated messages that can be sent, businesses may find that the lack of customizable automated workflows or triggers restricts their ability to automate more complex processes.

Used this in a very minimal application but found it helpful

Need more knowledge on how to use this application

Integration with communication sources, say you may set up the email to be shown in chat history as a messages.
Embedded chats with history are quite nice, it has both the messages and notes left by the supporting team members to each other. Chat itself works quite good and overall thing of a good quality. Not quite sure this is their own development, but it doesn't really matter.
Webhooks, these one is a good thing to integrate your decision making software with customer lifecycle events, for example to send email when credit card is about to expire, of when customer purchased something few times.
Actions - automated reactions to customer or lead lifecycle events.
Filtered cogorts are called segments in Intercom, they have their own filtering panel which is similar to one that can be found on other products.

Bugs. They are everywhere. Updates may be lost, updates may be rejected by intercom because of server side exceptions, or mysterious thing called "concurrent updates" when there is just a single update.
They have huge API downtimes which can be traced by Intercom's API 5XX responses but technical support always denies the existence of a problem or downtime.
Technical support is one of the worst supports I have ever seen. They know nothing, they do not want to learn, the problem is always on your side even if it is their server who responses with 5XX status.

Intercom is hugely, fabulously overpriced.
On paper Intercom has a set of importers - they are useless, as there are no transformation or calculated fields. Now imagine you need to import hundred of thousands customer profiles from legacy system. Due to absence of data transformation mechanisms you are unable to import them as is and have to resort to preparation-export steps. The problem is that you can not perform more than 85 API requests per minute.
There was batch API but today it is 1) deprecated and 2) counts the record inside the batch by the same 85/min limit.
Sometimes customer profile may just disappear.
Some of integrations provided by Intercom would not work as they have never been tested.
There is no API call to "archive the segment" despite it was proposed few years ago.
Intercoms offers one of the worst client libraries on the whole github and they reject PR's.

In a few words, using Intercom is such a wholesome experience with zero to non competitor in the market who can compete with his top notch features and constant improvements. There is always something new in the works to make it even more useful.

The overall quality of the SaaS is very good, but the price you have to pay for everyone of the features is a bit too much compared to what is offered from the competition, don't get me wrong, being at the top of the list comes with a hefty price tag.

Direct integration to your website or system and being able to feed data directly to intercom. You can then use that data to filter and manage customers.

They have been launching new features but it feels like they are towards the higher priced plans, which may make it expensive if you got 10k or more users.

The product is easy to use, the live chat idea is still one of the best customer support options.

What I like the least is that it does not have so many options to integrate other work tools to Intercom, for example creating a report in Jira, from the user chat

The ability to converse with our customers quickly and seamlessly between email and the messenger app is great. They've thought through this feature set very well and it brings us very close to our customers and we are able to convert leads very well through this service too.

Other similar apps function the same, but their UI/UX is lacking compared to Intercom. The actual feel of the app is clean and friendly and dare I say...even fun to use.

Customer success at Intercom is also excellent, they've got our backs and I appreciate it (although getting paired with someone in a vastly different time zone can hold up ticket times on our end).

There are some gaps in the help center and email features. It would be ideal to create/edit documents in a manner closer to Microsoft Word or Google doc, as those are the standard for editing documents these days. Little things like not being able to create a list inside of a document the way I would in other apps can be frustrating, but there is usually a workaround of some sort that will suffice (I'm just picky).

It would also be nice to only be paired with their team members in our time zone. Working in the US and then being helped by a team member from Australia means our ticket times take much longer and conversation is hard to do in real time.

What I like most about Intercom is how easy it is to jump in and begin assisting users with their questions and requests. It's been an invaluable tool for communicating with our users (both clients and developers) on Codeable and we've been relying on it 365 days a year for 5+ years straight. There are so many new features they keep releasing which are often things we didn't realize we need until we tried them and discovered we can't live with them.

For the size of our support team and number of messages we send, Intercom is one of the more expensive SaaS products we use. There are other services that may manage a support center better, but those don't provide the same quality of live chat, self-serving help center, or messenger bots that Intercom provides. While cost is a consideration for all companies, we feel Intercom is still the best value for the money and are happy paying the price for all the value it brings us.

Intercom is easy to use and a supremely evolved support tool. It's a must have for early startups as they scale their businesses. Agent's can easily grasp and start using the product. The support articles are my favourite feature.

I didn't like that Intercom does not support WhatsApp templates triggering via system APIs basis user actions.

We use Intercom to generate leads for our business by engaging with website visitors through live chat.

The ability to ask visitors key information such as name and email address disappeared overnight and Intercom never told their customers this feature had stopped working.
We had to discover it for ourselves, only to be told that they knew there was an issue and it was not a priority to fix. Basically, it was tough luck!
This is after they took ages to get back to our support ticket.
Customer service is terrible and they just don't give two hoots about their customers.
Constantly introducing new features but not actually fixing the main feature that someone would need!
We're looking for an alternative to Intercom and as soon as we find it we will be leaving

I love how we could integrate chat directly into our application for our customers. The help center is very nice for our customers and the reports really help us understand how our team is doing.

Some of the functionality is a little difficult to setup especially around the tracking of specific features utilized on our platform. I also can get a little frustrated with the routing of messages, it can override the rules you put in place.

I particularly like Intercom's Inbox module. It supplies our support team with most of the tools they need to help our clients quickly, and share context with other team members.

The chat experience is top notch both internally for our team and for our clients.

Intercom's reporting is informative, specifically for tracking response times segmented by chat or email, or both.

Intercom's Articles feature for help docs helps us consolidate tools even more and makes it really easy to forward relevant articles to our clients quickly, while maintaining a consistent brand feel.

Intercom's campaigns (now Series) feature can be tricky to set up. Specifically, the sending logic can be confusing and is prone to accidents in our experience (i.e. accidentally sending to the wrong audience).

Messages inside of campaigns/series don't always seem to get sent out when they should. This means that some of our clients don't get messages at the right time (i.e. they get a welcome email 2 days after they sign up instead of immediately after signing up).

For new team members, Intercom has proven to be a little difficult to learn fully.

Intercom is really easy to set up and importing users into the software is really simple. It's nice to be able to create an online library of help articles and have it available for our users to find. The chat feature is what we use most and our users definitely enjoy how easy it is to reach out to us.

Our customers have a difficult time closing out of conversations or seeing actions on our screen that need to be taken on the right hand of the screen. The chat box will often times cause them to become more frustrated as they need to open and close the chat as we give instructions. The close button is in a circle under the chat, which is a spot that most people don't usually look for.

There are a few customizable things that we'd like to see. Like the ability to create custom out of office messages or include holiday messages to let our users know we're either out of office or responding slowly.

Its hard to say what I like the most, since are so many great features. Still, I believe the Inbox module is by far the great thing about it, since it allows a direct communication with clients.

A couple of months ago articles sharing was changed on the inbox feature. Now, when you share an article via conversation the client cannot open it on a separate page. This is terrible for most clients, a source of great complain.

I love intercom, I think its fab it works as a CRM, customer support centre, integrates with our payment gateways keeping refunds and payment queries in one place. I'm very impressed they've launched product tours think that its going to be a huge feature for them.

I would like intercom to do more in terms of partnerships and working with companies to grow. I recommend intercom to all of our enterprise clients some with 10,000+ users but there is no referral incentive scheme. I have enquired about this a few times and applied for the partnership program but I haven't had a response

Easily merges email and live chat on one platform. Integrates loads of other software too. Also has built in reporting and lots of features that come standard

Cannot merge tickets like other platforms do. Some reporting could use deeper drill downs and insights

This software is easy to use and navigate. The support has been quick to respond and very helpful. They utilize all the tools and resources available to you and really embrace their own technology.

Intercom has helped to create more of a conversational-based outlook for our success team.

This software's statistic-tracking is severely lacking. I'd give this a 0 for any crucial numbers you are looking for, time to resolution (you can't track ongoing conversations), tags are conversation based and pull the entire thread, not the moment the tag happened, and countless others. You will spend more time compiling your stats if you use Intercom's system and need to track valid numbers.