Intercom Reviews & Product Details

Intercom has so many features and capabilities but it's easy and intuitive to use. Customer service is responsive and helpful too!

Intercom is not very mobile friendly: banners and custom bots are quite intrusive on mobile and product tours are only available on desktop. Also slows down after I build more than 26 conversation flows for custom bots. Pricey though for startups (after the first free year). Please be more transparent with pricing prior to closing the subscription.

Intercom helps us segment users so we can communicate with them more effectively/directly. Also automates our customer success and in-product comms processes, helping us take care of customers even over the weekend or when we're not able to reply ASAP.

We absolutely love the outbound features on Intercom, specifically the product tours and now tool tips. So nice to be able to create these without code.

We don't have any major complaints – Intercom is saving us a ton of time. We pay for a separate support phone number through an integration – it would be nice if Intercom supported this natively.

Managing support and customer education.

Intercom is a very versatile tool that allows us through different features to interact with our users in specific contexts. In my particular case, we have used Intercom to launch the NPS survey and the overall experience has been great.

Currently, it isn't possible to save filters in survey reports and it is a pain to have to set up filters over and over again.

Intercom has helped us reach our users since we currently don't have a way of interacting with them at all the key moments.

I really like the functionality of being able to integrate other APPs, it makes the day-to-day operation a lot easier. In addition to the fact that it is possible to make the answers in the chat automatic, this is also a huge advantage of the platform.

I would like notifications to be personalized, where we could choose the sound that would notify us when we receive a conversation. In addition, nothing to complain, Intercom surprises with each update.

Intercom solves the problem of the barrier that is to talk to several customers from all over the country. And this is done by providing an excellent quality service with several mechanisms that help a lot.

Intercom has a great interface, very intuitive. So even new employees learn fast how to use it.

Data analysis could be better, with more graphics options and filter combinations.

Keeping in touch with customers and solving their problems quickly.

The interface. The short cuts. The way the articles to Helpcentre created.

The right menu with the client's details and latest conversations. Also, I find it hard to make in-app posts visible for everyone

Supporting our customers, getting statistics, Outbound tool

I like that it makes it really easy to communicate with customers by the use of saved responses and keyboard shortcuts. My favorite part is that I am able to send an outbound message to my customers that will show up for them right away. This can save a lot of hassle when trying to help our patients get connected with their doctor.

A few of the changes for the new inbox are a little harder to use. For example, in Qualifications, we used to be able to click on the link to their account to open it, however now it opens it as a text box that we would need to copy and paste the link for.

Intercom is solving multiple problems, my main happiness comes with the ability to use dark mode, as the light mode only before caused eye strain for me. The shortcuts are amazing, however some of them don't seem to work as they should, but overall it's been helpful.

Helpful and promt Customer Support Services and vast amount of documents that improves the experience

It may take some time to reach to the Customer Support team :Sweat_smile:

Intercom is decreasing the effort to control all the current conversations and makes our life easier rather than getting lost in all of it

I went from hospitality seamlessly into SaaS thanks to this bad boy! You guys rock! The flow from one action to the next is great, I onboarded right before the inbox upgrade and the difference is night and day. The product is supremely useful, intuitive, and easy to operate. I used to jump off horses for a living people!

Sometimes issues with bugs and glitches. Can experience loading delays.

Helping my team deliver speedy, helpful responses driven by a variety of tools.

The ease of quick responses, macros, and use of emojis and gifs!

Sometimes sound is lagged on messages, so you hear the sound first and cannot see the message until a refresh. The quick keys are getting easier to use.

Helping my company respond quickly and efficiently to our clients

I like how easy is to track the interactions and the whole user experience. Everything is so easy to find and the support team is willing to help all the time.

It occasionally take some time to load the interaction on the conversations panel, it increases in the number on the left but it takes a while to appear on the conversations panel. Also, would like to be more creative with the background, currently, there are only two colors available and it is fine, just would like more design like the prior version before this latest update.

Actually, I contacted support regarding an issue I had with a shortcut (ctrl+k), it was not regular nor often. However, the representative was very attentive and curious about this.

Easy to understand and utilize it. As a new Intercom user for two months, they have lots of tutorials to find, and a very helpful forum too.

The article editing for KB articles could be better

We are using Intercom to reach out to users, create KB articles and gather feedback from them, so it helps us a lot by its easy to use UI to reach out to customers

It is very simple to work with it, while still very powerful. UI efforts to save every second and give the best experience and ROI are definitely things there are far ahead of other major CRMs.

Standard Reporting features need some improvement. I majorly need a few couple changes and it feels that I would have to upgrade to have them. One of the features, for instance, is being able to order data by any field, not not the key ones.

Intercom is helping us to grow fast and sustainably. Being able to talk to hundreds of prospects and customers on a daily basis while having a lean and very qualified team is an amazing deliverable from them. The time Intercom saves allows us to provide the level of service we want, while scaling our team at a much slower pace than how fast we are growing.

My team members can respond to all customers from one place for all channels and this saves a lot of time

We only lack some analyzes about the number of visitors and the number of people who clicked on the chat but did not talk to us and some general analyzes from the intercom

Gathering all channels and replying from one place is more than wonderful

It's easy to set up and efficient. The staff are really friendly. Availability of various self-help articles.

One can no longer see their ratings unless they have permission. This happened after the heart icon was scrapped with the new update.

Intercom helps me keep up to date with my Support metrics which ensures quality service to our customers.

Intercom really helps track how customers are using our site and where we need to increase our support documentation.

We need to ability to group conversations by the same customer. Also - not being able to forward a conversation without the original client email is frustrating.

Intercom helps us quickly and easily support our customers with technical issues and provide them with self-service tools.

Double sided conversation piece along with the customizeable bots to increase productivity within the space. The conversation piece that allows for additional parties is nice

maneuverability at times is a bit harded but luckily the use of the search tab helps tremendously.

It allows our customer support team the ability to effectively communicate with our customers

The new inbox makes replying to your clients fast and easy! They offer gifs to add personality to your conversations and their report analytics are unmatched. 10/10 recommend!

I don't really have any complaints! I thoroughly enjoy the experience and I know my clients do too!

It's fast with the new shortcuts, it offers our clients a great experience, the reporting is wonderful to see our client satisfaction and response times, we are able to get feedback from our clients with the comments option after conversations

I like that they present different integrations and documentation about them. The API is comfortable to use and very useful. The app itself works very well and makes it easy to centralize communications.

There could be integrations with WhatsApp that work better, but that already depends more on external clients. You could improve by looking for a way to directly connect a Whatsapp without intermediaries

It is solving the problem of having communications by many different means. It benefits us by having everything on one platform, increasing our performance with the clients.

it is a platform easy to use and have different metrics

maybe the filters can be better because sometimes is difficult to understand the information

we use intercom for solve problem relating to customer succes