Intercom Reviews

Pros

An easy-to-use intercom system. Easy to use even for first-timers, this program has just the right amount of detail without being overwhelming. The intercom is similar to another email program that we use, and I can explain why. Its fast features and user-friendly interface, such as the helpful and funny bot, greatly enhance customer service and lead to exceptional client satisfaction.

Cons

I find that the intercom sometimes has trouble loading some conversations, which is a major drawback for me. As a customer service representative, you're fielding calls while waiting for the intercom inbox to load the customer's information. In addition to the holdup, additional issues have slowed down the operation of the customer support team.

Pros

Really helpful for chat with lead and customer. Possibility to make series to automate communication. Possibility to send event to customize serie

Cons

Intercom is really too expensive and each new feature are more and more expansive. We can't use other feature, Intercom is the service with the higer price in our company.

Alternatives Considered

Crisp

Reasons for Switching to Intercom

We use Intercom before Crisp. I prefer Intercom GUI. All our database and help desk exists in Intercom. Don't want spend time to switch from Intercom to Crisp. But Crisp is really a good service and really less expensive

Pros

Fin AI agent is a powerful feature that has saved us a lot of time in reference to support.

Cons

Customer service is terrible, and there is no interest in providing live support.

Pros

Easy, intuitive UX. Strong AI capabilities.

Cons

Analytics and reporting can be a bit tricky to navigate.

Pros

What I like most about Intercom is its ability to combine multiple customer service, marketing and sales tools into one platform, making direct and efficient communication with users easier. Especially the Intelligent Live Chat.

Cons

Intercom is great for mid-sized and larger businesses, but its approach and pricing structure aren't as well suited to startups or small businesses that don't have a dedicated support or sales team.
It's also too complex for businesses with simpler needs.
It's priced per user or per interaction, so as your customer base grows, so do the costs very significantly.

Pros

Managing and completing Support chats within Intercom is great. It is very easy to track which chats are needing urgent attention and once you have completed a chat, it is easy to snooze them until your preferred time. We have just started using the AI function which seems to be working well so far.

Cons

Occasionally, if you have lots of chats, it can be confusing to see which Support rep is working on a chat and which are free to be able to be worked on.

Pros

Intercom has a lot of features that have been very helpful in large-scale costumer support. My favorite features are the ability to assign emails, and easily writing notes to coworkers and then switching back to emailing/chatting with a client.

Cons

There is a sound that constantly plays whenever Intercom is open on the desktop. It has been very distracting when multitasking with intercom and other programs. I have never found a way to get rid of it. Another downside is how overwhelming and difficult it can be to begin using. It's not as simple as other programs.

Pros

Love the easy to use interface for my team as well as my users, ability to easily integrate Intercom into all my site pages using a custom code snippet, the intercom mobile app to track and respond to conversations and love the AI tool fin that helps automate customer conversations

Cons

I feel its a bit too expensive for early stage companies although they offer a generous discount. Also I feel the learning curve is very high, you need to watch a lot of documentation to really understand the platform

Pros

We can use it to prequalify leads and guide current users to support articles

Cons

It's not very marketing and sales-friendly, lacking a few features like proper attribution and pushing full location information, including city and state, to Salesforce CRM

Pros

Its easy to setup, quick learning curve , has good set of features and excellent integrations

Cons

Learning the administration bit of it is a little tricky

Pros

Where do you start with Intercom. They consistently build and ship world-class features to make support as easy as possible. By far, the introduction of FinAI has well and truly cemented Intercom as the support platform leader. We overlay FinAI onto Guru to create autonomous AI agents that can support our customers. It will completely change how we scale our business

Cons

The biggest frustration is not having a vertical stack that handles both support and sales. Hubspot offers support and we have thought many times about moving to consolidate the stack and reduce costs. Intercom continues to deliver value keeping us within the platform.

Pros

It is not buggy and the user interface is not complicated

Cons

Application linked to it is very limited to none

Pros

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

Cons

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

Pros

Intercom's keyboard shortcuts are one of my favourite features, and they help make it a top-tier platform for efficient communication. By letting users include gifs, emoticons, photographs, and comments on conversations about any topic, it maintains a lively conversational atmosphere. It analyzes conversations and flags them as potentially repeated soon.

Cons

If you have a lot of active chats, the search function may take too long to return results when you need to find something specific quickly.

Pros

For the most part intercom is a great product. We like: 1. the chat function. Clean, easy to find most information we need for support chats. 2. many useful features other than chat support: Help center, proactive supports.

Cons

1. Multi-locale support. I have been using intercom for about 3 years now and I am still shocked that there's no support for multiple locales in articles and messages, which are common on other platforms. In both jobs that I used it for we cater to very international audiences. This means that for every message and article we set up we have had to set up multiple of the same messages with a different suffix to distinguish the language. 2. Long lists of event and user properties. if you work with a big/complex products, there will be tons of events to use. It's sometimes difficult to find what you need, especially if you are not familiar with the lexicon, in that tiny dropdown list. 3. Support chats sometimes go to the user's email. This has happened quite a lot to us and we have got really frustrated users because of this. 4. A bit slow. I have always found navigating through intercom to be rather slow. I feel like I have to wait every single time I click on something.

Pros

Intercom really in a very solid and rounded product you can have a really good set up with it when it comes to customer communication and support

Cons

A bit pricey and they way cost is calculated is a bit counter intuitive for start ups.

Pros

rich-featured product, and ai facilities, do its job

Cons

only thing I would like to add is the mobile version doesn't have the same feature as the web version

Pros

Intercom is a comprehensive suite of all applications you would need for support management, from live chat to help desk and ticket management. This negates the need for having multiple different applications and integration overhead.

Cons

No complaints about the product whatsoever. The product is actively evolving and keeps up with the current technologies.

Pros

I like the email and SMS markeitng features
it comes with great live chat features.

Cons

Not a single dislike to mention here. It is all good.

Pros

Intercom have helps us so much to embrace our members and have an active relationship with them.One of the things that is very helpful is its user-friendly interface. The platform is easy to navigate, and it has a clean and organized layout that makes it simple to find what you need.The chat feature is intuitive and easy to use. It has allowed us to be quick and efficient with our communication when our customers are struggling with our services.Lastly but not least, the integrations are super important, so I do appreciate that it has a variety and range of important software app like Slack, Sendgrid, Gmail and social media because it helps us to keep the communication and interaction in one place !!

Cons

I think the only thing that was hard to adapt on, it's the price. We had a super amazing one year trial as a startup but, if you're still struggling and you loose your startup perk. It can hurts on the pocket if you start to pay the real price. So, we had to keep our service on the minimal settings to avoid paying a price that is still yet difficult for us to pay.

Pros

- Live chat & Chatbot features to do both support and automations (And the use of AI);- Help / Q&A Forums with all the questions and answers our clients need- Integrations - It has a lot of them, and the most critical one is with Hubspot!

Cons

It can become a little pricy as you scale and I can see this being a bottleneck for new companies

Pros

The platform is dependable and fast to use.

Cons

Features are gated in a way that means you can't make a gradual increase as your customer base grows. Basic functionality is very expensive and we just can't justify the amount when there are other tools on the market with better functionality at over half the cost.

Alternatives Considered

Ortto

Pros

Easy to deploy in your platform and start working on it.

Cons

It could have better metrics for your analysis.

Alternatives Considered

Zendesk Suite

Switched From

Froged

Pros

Looks awesome for clients, and really help me to contact and solve their problems.

Cons

I don't have found anything less I do not like. it is good

Pros

Used this in a previous role and it was great and served our purpose exactly for customer support. Integration was simple.

Cons

Not a huge amount of integration options available into other systems