Intercom Reviews

A powerful messaging platform for customer engagement

Comments: Intercom is a cloud-based messaging platform designed to help businesses communicate with customers in real-time. It offers a suite of tools that include chat, email, and in-app messaging, which enables businesses to interact with their customers seamlessly.

Pros:

Intercom is a robust messaging platform that offers businesses multiple communication channels, customizable messaging, and powerful analytics. While it may be relatively expensive, it is an excellent option for businesses seeking to improve customer engagement and streamline their customer communication strategy.

Cons:

While Intercom offers some customization options, businesses may find it challenging to make significant changes to the platform's appearance and functionality. Intercom's advanced features may be overwhelming for businesses that are new to messaging platforms, requiring a learning curve to utilize the system effectively.

The chats are well organized and the interface is easy to use

Comments: Productivity is boosted when clients are given the tools to address their own issues thanks to a comprehensive knowledge base (KB) that addresses frequently asked questions (FAQs). Because of this, support staff are spared the hassle of repeatedly responding to the same inquiries and may instead focus on more complex issues.

Pros:

I am not aware of anything Intercom is doing at the moment that could be useful to our firm because we have switched to a different service. To my knowledge, the snippets support name integration.

Cons:

While competing software may provide knowledge managers greater say over their presentations, I find that the trade-off isn't worth it. Still, there are occasions when extra formatting options for authors and editors would be welcome.

No support, outrageous pricing and shady billing practices

Comments: We used to love it but their pricing is exorbitant and opaque. Once you are in a one year contract good luck getting hold of anyone to cancel it. They take over a day to reply and send you some minimal canned answer. There's nowhere in the interface where you can cancel or modify for the next billing period. and the whole thing is set to auto renew by default. Used to like them, now hate them in the extreme.

Pros:

The actual product works well. We'd have stayed using it for a long time if not for the changes in their billing and support.

Cons:

The support is now the minimum it could possibly be, even if you are spending $1200 a month with them. Good luck getting hold of someone. If it were to sell us some new aspect they'd probably reply in a snap.

Intercom is helping customers success, support, marketing and sales

Comments: It is a perfect solution for a B2B SaaS business.

Pros:

We started using Intercom in 2018. The platform has changed over the years drastically. Many new features have been delivered that you can call Intercom a proper all-in-one solution.

Cons:

The worst part is the buying process—many calls with sales guys who you have to tell the same story again. If you are a startup, try to go with a fast-to-implement and easy solution.

The Finest Online Chat Service Currently Available

Comments: In a short amount of time, we can offer extensive support to our clients. Having a help desk and the option to speak in real time are both fantastic additions. Many businesses today use Intercom to request pricing and quote information, and the platform's ability to route inquiries to the appropriate team member is a huge asset in building a pipeline.

Pros:

For over a year, I've loved the intercom's ease of use. Love the mobile app, and the interface is clean. Our services are highly adaptable. When it comes to expanding support, bots are invaluable. The onboarding process is also quite beneficial.

Cons:

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

One of the best tools designed to enable us to quickly respond to customer inquiries

Comments: Most website users are afraid to use live chat to ask questions, so we helped Intercom attract their attention and enable us to initiate questions, and this enabled us to gain their trust and include them in the lists of potential customers, so that we could always update them on new campaigns.

Pros:

Intercom's capabilities enable us to interact with our website visitors in an intelligent way, as the automation and artificial intelligence available in Intercom enable us to prepare a list of appropriate answers to the questions we receive frequently so that we can respond to customer inquiries quickly. As for the distribution of email coming from customers, the process is smooth, as we can customize the settings so that the incoming mail is sorted by specialty and sent directly to the relevant members. The control panel provides a lot of tools through which we can better track customer tickets, limit the outstanding tickets, and request assistance regarding them, ensuring that there is no delay in responding. It's also nice how we managed to restrict visitors from sending many useless tickets and using bad language when chatting.

Cons:

Ease of use depends on the correct setup as well as customizing the tools to suit the duties of the team, and any mistakes in that will make things look very complicated.

Effective, Easy to you, and worth learning additional features

Comments: Overall it has been good. I took the time to learn about some of the features and it has benefited me and the team greatly.

Pros:

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

Cons:

It can feel a bit anti-intuitive at times. This is something that has stopped us previously from using the product. There is also the hidden/paywalled features that are priced excessively that you need to contact a sales team to get.

Revolutionize Your Customer Communication with Intercom

Comments: Overall, my experience with Intercom has been positive, and I would recommend it to businesses looking to improve their customer communications. While there are some limitations and a learning curve, the benefits of the platform have been significant in helping me provide better support to my customers.

Pros:

Intercom has helped me improve communication with my customers through its easy-to-use platform. The messaging features have allowed me to easily respond to inquiries and provide support, and the chatbots have helped me automate some of my customer service tasks. One of the biggest advantages of Intercom is the ability to personalize messaging and support. I can easily see previous customer interactions, which helps me provide more targeted and effective support. Additionally, the automation features have helped me save time and improve efficiency.

Cons:

While Intercom has many benefits, there have been some limitations. The platform can be overwhelming at first, and it can take some time to fully understand how to use all of the features. Additionally, the pricing can be somewhat high for small businesses.

This is an outstanding tool for interacting with clients within the platform

Pros:

I absolutely adore the beautiful simplicity of the interface which consolidates everything in a conversational manner. The Bots are a boon for customer support as they help qualify the type of data we receive, and the fact that they are included in the plan without any extra cost is fantastic. It's noteworthy that this feature is constantly being improved. The ability to view past conversations in the sidebar during a chat is extremely helpful, and surpasses other competitors in terms of ease and speed. Moreover, the feature of resolution bots is immensely valuable and adds a lot of worth.

Cons:

The intercom system is generally praiseworthy, with only occasional glitches or delays that are to be expected. Apart from that, everything works seamlessly, and credit goes to the hardworking developer team.

Easy to use and powerful system to manage support relationships

Pros:

We use it since the start. It's not the cheapest, but it's the best. The combination of chat and knowledge based is great, and if you get automated with "outbound" there's no way back.

Cons:

The company uses their own chatbots a bit too much & the knowledge of the support rep varies.

More than a messaging platform

Comments: We are using Intercom as our main costumer messaging platform in all our ends, from emails to customers to internal communications for our team. Intercom does everything in a neat and easy way.

Pros:

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.

Cons:

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.

Complete Package

Comments: We had the opportunity to start fresh with a new ticket system/knowledge base so were shopping around. We came across Intercom and never looked back. While it has those things it is so much more being a central place to manage all our client related communications. It is by far the application I use most day-to-day.

Pros:

Using Intercom has been an amazing experience. It is well thought out, full featured and continues to improve all the time. It has become an essential tool to communicate with our leads/clients. What is great is we can reach them (and they reach us) wherever they are: our website, in our web app, our mobile apps, email, etc.

Cons:

While it starts off cheap depending on the features you choose to use and your volume it can start to get expensive quick. I'm not saying the product still doesn't provide value (it absolutely does) just if I had to pick what I liked least I would say cost.

Most overrated thing on the market.

Comments: Try to avoid it or at least not build the critical parts of your busyness on it.
Chat and message history both work fine.
Everything else is a source of endless pain and despair.

Pros:

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.

Cons:

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.

Advertising for Intercom in every E-Mail

Comments: We have been using the solution productively for some time now, then discontinued it for cost reasons. Now a plan was booked and cancelled in a new subscription structure again as a test. In the plans up to Pro, the customer also figures as an advertising slingshot, since an advertising line for intercom is always included in every e-mail. Since we did not want this at all (after all, the plan already costs 99 dollars / month) the test was finally cancelled. Intercom didn't want to offer a solution to this, except to offer updates to the next higher subscription (499 dollars / month) which is not affordable for a small company.

Pros:

+ Beautiful design, with many useful details. + Good iOS and Android app with slightly limited operation. + An easy to understand messenger for the customer. + Customisable messenger with colours, text and details.

Cons:

- High price and only monthly plans. - Platform only in English. - Minimal help center, but large but confusing Academy pages. - Tedious setup help, although the setup itself is not complex. - Support replies take up to two days, in English only.

My favourite support tool

Comments: Only good experience overall
Great support team
Price could be better

Pros:

Easiest support tool to have. Makes your team very accessible, also makes the support process simple for the end users Good integrations and useful statistics provided

Cons:

Pricing - it is not very cheap. Pricing also often changes Help center tool - it could really use some help and updates Also, a lot of Add block tools catch Intercom as an ad and blocks it - thus creating inconvenience for end users having to choose between

Industry leader in category of customer communication

Comments: Intercom has grown to become an (almost) 1-stop-shop for all things customer communication related. Both sales, customer support, product etc. can benefit from directly using Intercom to communicate with your applications customers.

Pros:

A powerful platform that allows to view your customers session and meta data, instantly send targeted messages and set up email/in-app messaging campaigns, create help desk articles for self-service, automate workflows with bots and rules, onboard your application

Cons:

The increase of features and modules have brought the complexity of the software up. It's easy to get up and running (require 1 line of code), but the road to fully adopting the suite of tools is long.

A good, cost effective platform to interact with customers

Comments: We use Intercom in conjunction with Crisp Chat, and while Intercom is an 8 out of 10 (vs. Crisp's 5 out of 10 score), there are still some aspects left to be desired. Their knowledge base functionality is great, and the look and feel of it can be customized to best help customers. Chats can be displayed on our website in three main forms, which is helpful to be able to market/inform customers in fun new ways to keep them interested.
It's a good, and useful software, but it's not as robust as Drift. All in all, a good product that we are "happy" with, but not 100% satisfied with since some business functions are impacted by certain limitations.

Pros:

The ability to send email campaigns, set up notification/chat campaigns and live chat with customers.

Cons:

The one MAJOR negative aspect to this product is that once someone qualifies for a campaign, even if the campaign is deactivated, the person will continue to get the contents of the campaign until it is finished, or the campaign is deleted. *Note, if the campaign is deleted, all reporting and data tied to it will be deleted as well.

Great product, poor pricing and support

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

Pros:

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

Cons:

Their support team is driving us crazy. It can take them up to 10 days to reply to a simple question. Their pricing is also super frustrating. We're paying more than 500€/month. For a company with less than 10 employees and 1,300 paying clients, this is a lot of money. Despite what we pay, we don't have access to their most recent features.

Intercom is a decent tool with broad uses

Comments: While the tool has a great deal of potential, the quality of the support and account management teams are horrific. (They used to be much more skilled but as the company scaled the knowledge/expertise of the support and customer success teams dropped off a cliff, often knowing little to nothing about their own product).

Pros:

Intercom is great for communicating within your web based product via chat. It's relatively effective as a marketing channel for in-app communication to customers. It has fair amount of rich content options, though they cost extra.

Cons:

Compared to Drift, Intercom is extremely limited for a sales/lead-gen channel when used on a public website. It's pricing model is also crippling for high traffic sites. The customer support and account management is absolutely horrible.

Good product let down by atrocious customer support and shady pricing practices

Comments: We've been with Intercom for a number of years and unfortunately the customer service in the last 18 months has been atrocious. It's not possible to call anybody... everything is done via chat, which would be fine if they responded in a timely fashion but often it takes weeks to respond and often they'll just go radio silent. The irony. Whilst the product is very good, it will get VERY expensive VERY quickly once you start using the whole suite of products. Their constant changing of product names and pricing options is annoying to say the least, particularly when you come to use a feature that was previously within your package only to find it's been moved into a more expensive package and you need to upgrade to use it. Oh, and then there's the annual auto-renew buried in the small print so if you decide to move away from Intercom which we have just decided to do, you'll probably be tied in for longer than you expect.

Pros:

The software to be fair is the best integrated product out there if you need live chat, knowledgebases, chatbots, outbound marketing etc., all in the same package. The range of features is VERY comprehensive. Outbound campaigns are really nice as is the knowledgebase.

Cons:

Notifications for incoming chats are poor. If your support team are doing tasks other than sitting on Intercom all day it's easy to miss incoming chats. The AI bots are more miss than hit in my experience when it comes to suggesting solutions and some of the bot responses are simply bewildering.

Extremely expensive and they make it extremely hard to move away

Comments: Poor startup support

Pros:

All in one system, with email, lite CRM and small analytics.

Cons:

Everything about intercom is built to keep you in the ecosystem. And the more you integrate the harder it is to move away. But they actively make it hard to move away. For example, by not allowing you to export your help articles and by creating random URL conventions to make it hard to redirect your help articles once you have built them elsewhere.

All our support team is using it

Pros:

Ease of use is really great. We have hundrets of conversations with our clients every day using this tool.

Cons:

Their pricing. Not only is it expensive, they have changed their pricing plan about 4x in 2 years. Furthermore it's very complex to understand.

Fast and easy

Pros:

We used the chat system for our support team and Intercom made is super easy to get going. The chats were like personalized messages and we could set up introductory or absence messages for a duration set up. Automation is great.

Cons:

No reporting at all. They have reports within the system which is not editable and if you want to download and run your own reports, it is not possible. Makes it difficult to audit.

Easy-to-use tool with great features to make supporting customers a breeze!

Comments: We have been able to resolve customer questions in a much quicker time simply because we can access help articles quicker, get other team members in on the conversation more easily, and use integrations like co-browsing and attaching help articles to resolve a problem more quickly. Overall, Intercom has been a great experience compared to our past customer support apps and we are happy to be using this to improve our customer's experience in our app.

Pros:

It is great to have the ability to do so many things within one app: chat with our customers, write help articles, link help articles to our customers, send out messages to groups of people, easily find previous conversations, and create reports to monitor our progress. Intercom has really made our support workflow simple and much less confusing than other software tools we have used. They also integrate with a number of different tools (GitHub, ZenDesk, Upscope co-browsing, etc.) so anything that Intercom can't directly do, we can find a way to do through an integration.

Cons:

The Customer Support response times from Intercom are a bit long, but the team is always helpful and resolves any questions we have. I also wish the Articles were a little more built out - they just have some simple feature there, and it would be nice to have a more robust help center with the flexibility to format our articles the way we want and organize the collections differently.

I'm so glad we switched to Intercom!

Comments: It is a tool that was built by its users, meaning the people who build it also use it. I can begin to describe how important this is.
They have not limited themselves to what others are doing and have rethought the entire process f customer support to build what everyone wanted. A useful, effective tool which makes customer support fun to do as a job as well as receive. We often get asked by our customers what support tool we use. We love intercom!!

Pros:

It's a tool that gives you what you need and it does it well. They are ahead of the game in all ways. It makes customer success seamless and proactive. It's a multi-tool. It's changed the way people perceive customer support because it makes it fast, effective and fun. They write their own books (Awesome!) and they host seminars to help use the tools better.

Cons:

They take a while to release new features, this is no surprise as companies will need different things. It does not have a merging tool to link conversations to the person already in the system. Sometimes you get duplicate leads/users. They can take a while to respond to support inquiries. They changed their pricing structure which, when it was priced per lead and not per agent, made intercom stand out