Intercom Reviews

“Keeps all our emails and chats neatly organized

Pros

Intercom keeps all our emails and chats neatly organized. The messaging is highly secure so only the right person can read each message. Plus problems do not happen often but when they do, you can get help from support right away or set up automated assistance.

Cons

Finding specific links inside the platform is pretty tough. It often shows results that are not relevant to what I am actually looking for.

“My absolute favorite AI assistant

Pros

My absolute favorite feature is their AI assistant, Fin. It handles complicated customer questions using normal conversation which takes a huge amount of pressure off our support team.

Cons

The cost is quite high particularly for new or small companies. Their Fin AI charges nearly a dollar for every issue it resolves and those small fees can become a significant expense when you have a high volume of queries.

“powerful, evolving service hub

Pros

I have relied on Intercom for four years now and have watched them constantly roll out improvements and new capabilities. It is a platform that simplifies customer service not just for agents but also for managers tracking their team's performance. We use the Fin bot and automated workflows all the time.

Cons

The reporting features are not very simple or clear, we have to spend a lot of time adjusting settings just to get a basic report which feels very restrictive.

“Great AI and integrations

Pros

The AI is fantastic at finding the right information to answer customer questions. We are also really pleased with how well it connects to our other software.

Cons

Once you join a chat, you cannot disable the Fin AI assistant which often confuses the person you are talking to. Also searching for past conversations by name, email or keyword rarely works properly.

“simple but powerful system

Pros

It is a simple but powerful system that helps our customer experience and sales teams operate smoothly. Also I am really impressed by their focus on always getting better. Their AI features and help center tools are top-notch and the whole platform is very easy to use. Overall it is a great system for providing excellent customer service, both for incoming queries and outgoing messages.

Cons

There is not anything I actually dislike. Sure there are some extra features I would like them to add but that's not the same as having a problem with the platform itself.

“Secure and user-friendly all-in-one interface

Pros

The platform is very secure and has a user-friendly design. It combines live chat, email and help desk functions into one clean interface which means we do not have to switch between different apps and can have smoother conversations.

Cons

Generating and customizing reports is harder than I expected it to be. While the interface is clean, some users would like more options for personalizing the chat widget and creating custom automations.

“highly customizable and scalable

Pros

We can really make Intercom our own with all the customization choices, workflow rules and integrations. Whether we want to keep things basic with just a few features or build a very intricate messaging system, it can handle it all.

Cons

While AI is clearly the future of support, it feels like all the recent updates and communications are only about AI. So I would love to see more new content and features for the non-AI parts of the platform as well.

“Fin AI is my favorite!

Pros

Fin AI is my favorite feature because it is simple to set up and enhance and it keeps getting smarter. The analytics are also very strong and their customer experience scoring system is revolutionary for our team.

Cons

There is very little I dislike. But my main wish would be for a feature to schedule replies to conversations.Our team has specific working hours and if someone is working late, we do not want to give customers the idea that we are available around the clock.

“incredibly user-friendly inbox

Pros

The inbox is incredibly user-friendly and the Fin AI is amazing and keeps improving. I especially love the AI rephrasing tool for conversations. Creating help articles and using saved replies is also a very simple process.

Cons

Finding specific help articles or saved replies to update them is surprisingly tricky. It takes more clicks than it should to track things down. A feature I'd really love is the ability to schedule a message in the chatbox to appear automatically on specific days and times. That would be a huge help for announcements and reminders.

“Brilliantly easy no-code builder

Pros

The best part about Intercom is how easy it is to build things. Like we do not need to know how to code, its no-code features let anyone with good ideas easily improve their sales or customer support, even without technical skills.

Cons

Honestly, I sometimes find the platform a bit confusing with all the new features you're always rolling out. There's probably a list of updates somewhere, but I haven't managed to find it. I usually hear about new things from my Customer Success Manager, she's fantastic. But I'll admit, a lot of this is probably just me not being the most organized person!

“love the ai support bot

Pros

My favorite part of Intercom is definitely Fin, the AI support bot. I started managing it this year and it's been great to improve its answers and increase the number of customer questions it solves automatically.

Cons

The pricing model is what I like least. Also it is complicated, with some features having their own separate costs instead of being included in a plan. This makes it confusing when you want to justify the value of a tool to management without a clear price.

“supportive platform

Pros

There are many features that make our experience better. The support team is fast, helpful and very friendly. It even has fun, unique touches like the cactus growing kit they sent us.

Cons

Currently, the system doesn't support registering Japanese phone numbers due to provider restrictions. Is there a plan to onboard a more flexible provider to expand this coverage in the future?

“A very user-friendly and smooth interface

Pros

I really like the interface as it is very user friendly and easy to use. The flow of conversation is also very smooth and natural.

Cons

It sometimes runs a bit slow but that's the only issue. I use the tool every single day and only experience occasional slowness.

“Live chat and workflows for real-time guidance

Pros

The live chat and automated workflows let us guide healthcare providers in real-time especially for delicate product questions. The CRM integration also makes handing a customer from support to an account manager completely seamless.

Cons

Well the price goes up a lot as our contact list grows and some of our less tech-savvy team members found it difficult to learn.

“Fairly easy to use without a complicated setup

Pros

It is fairly easy to use and I can just log in and get started without any complicated setup. Handling tickets is simple too and collaborating with my team is effortless.

Cons

I would not recommend it for teams that need built-in SLA tracking or escalation paths within a ticket. The reporting also has some limitations.

“A wide range of simple and excellent tools

Pros

I love the wide range of tools, how simple it is to create and use customer segments and the excellent support where you can always find answers to your questions.

Cons

In my opinion the email editor could use more formatting tools like a wider selection of fonts, dividers and border options.

“powerful tool for scaling customer engagement

Pros

Intercom platform has helped us handle a higher volume of customer chats more effectively and now our ability to reach out to users proactively has improved because we can easily group them and send specific, targeted messages.

Cons

Loading past conversation history can sometimes be slow causing a noticeable pause where I have to wait for all the messages to appear.

“Great for connecting with customers after hours

Pros

It is great for connecting with potential customers after hours. We can also use its AI to send personalized automatic replies to common questions.

Cons

One thing I noticed is that it takes a significant amount of time to fully learn all the capabilities and use the platform properly.

“user-friendly with useful integrations

Pros

Intercom software is very user-friendly and has lots of useful integrations. The help articles are also incredibly thorough and useful.

Cons

A major drawback I noticed is the lack of a live support chat as sometimes I really need to share my screen in a video call to properly demonstrate a problem.

“Truly remarkable AI for smarter support

Pros

The AI features are truly remarkable as they make customer support much smarter and more efficient from the moment we start using it. Also building complex automated workflows is surprisingly simple with the user friendly interface which is a major advantage for non-technical users.

Cons

It is effective overall but a few parts could be better. Our emails often get flagged as spam which hurts delivery. The chat widget is not always clear for customers to use and can be confusing. It is also hard to quickly understand the subject of a conversation. I was also hoping for more from the real-time translation, wishing for more customization especially for individual team members.

“perfect overview of conversation history

Pros

When a new email arrives, we get a perfect overview of the conversation history and can easily search through past emails or subjects.

Cons

A lot of our emails land in the recipient's spam folder which forces us to re-send them through Gmail and slows everything down.

“A huge time saver!

Pros

Saving pre-written replies for common questions saves us a lot of time. Our team can find them instantly, use them as they are or adjust them for the situation. I also love that we can tag users who report bugs or suggest features and then email them directly when we fix their issue or add their idea. This makes us look very responsive.

Cons

The cost might be a consideration but we have no real complaints. Since we run our entire support operation on it, the value it provides is well worth the price.

“helpful for lead generation

Pros

The live chat and automated messages help us stay connected with visitors who browse our design portfolio, turning casual viewers into genuine leads.

Cons

As per me the pricing can get very expensive if you need advanced features which makes it tough for smaller agencies to grow their usage affordably.

“Sales team is AWFUL

Pros

This software performs flawlessly and works exactly as promised across all communication channels. But to be fair, we could probably say the same about their main competitors.

Cons

Dealing with their sales team is a terrible experience. We have been customers for over two years. Their salesperson contacted me in January and when I asked if anything had changed, they said no. But they had actually just introduced new, much lower prices. Our contract automatically renewed in February at the old, higher price. When I asked to add a user at the new price, they repeatedly sent contracts with the old pricing and tried to hide thousands of dollars in extra fees. It took many frustrating calls and emails to fix it. I love the software itself but I always warn people about the awful, commission-driven sales team.

“absolutely best fin AI agent

Pros

The Fin AI Agent is absolutely the best. It is incredibly simple to set up and delivers outstanding customer service. We actually switched to Intercom specifically for Fin and it has been even better than we hoped. Our resolution rates and customer satisfaction scores have been incredible. It is also impressive to see how rapidly Fin is improving, with new and useful features being added all the time.

Cons

Since we moved from Zendesk, we have noticed Intercom is still missing a few features like nested attributes and some specific call metrics.

“Simple to use :)

Pros

Intercom platform is simple to use with solid features and it integrates smoothly into our website.

Cons

The chat can feel a bit invasive at times and I feel like it would be nice to have more control over how and when it appears for users.

“A clean and user-friendly design

Pros

The clean and user friendly design provides a smooth user experience that makes people trust the product more. Also the user interface is beautifully crafted.

Cons

Keep in mind that the cost becomes quite high as you need to add more user seats for the entire company.

“Instant live chat feature is the best

Pros

Well the live chat feature is my favorite because it lets me answer customer questions instantly and view all their information in a single, convenient location.

Cons

Most of the time conversations load quickly. But sometimes, new messages take a while to appear. This is really annoying when I am handling multiple chats at once during a busy time.

“Practical tool with smooth integration

Pros

I really like how practical the tool is and how smoothly it connects with our Moodle learning management system.

Cons

To be honest I do not have any real complaints. If I was forced to suggest something, I'd maybe make the admin dashboard a bit more user friendly and easier to navigate.

“So many useful options!!

Pros

Honestly, this tool offers so many useful options. Plus having all my data centralized makes my job much simpler and using macros and help articles has significantly boosted my efficiency.

Cons

When we actually need help from a person, it takes a long time to get connected with a support agent.

“Incredibly simple tool

Pros

The system is incredibly simple to use. Nothing is confusing or complicated as it is all very user friendly. Like we do not need to be tech-savvy to understand it which is a massive benefit.

Cons

Seriously, no cons to mention as its the best..

“An indispensable management tool

Pros

I have been using this system for more than a year now and I am just grateful it exists. There was a bit of a learning curve at first but once you get familiar with the dashboard and all its features, it becomes an indispensable tool for managing lots of inquiries and resolving customer problems.

Cons

One feature I am not a fan of is that you cannot prevent teammates from accidentally closing conversation threads. So it creates a lot of confusion when a ticket gets closed by mistake.

“Simple management with perfect integrations

Pros

Managing customer support conversations is simple and it connects perfectly with our main platform as well as the other third-party apps we use.

Cons

The AI assistant does not always get things right and could definitely be more reliable.

“efficient but impersonal automation

Pros

It was such a relief not having to be constantly online to respond to live chats myself.

Cons

One thing I noticed is that a lot of users would just get annoyed and immediately ask to speak to an actual human agent instead.

“An extremely valuable AI-powered chat

Pros

An AI-powered chat that's available around the clock is an extremely valuable asset for us. Plus it ensures customer questions get attention even when our team is not working.

Cons

I feel like the cost can be a bit high for smaller companies and sometimes the system's response time feels a bit sluggish.

“Very basic with a clean design

Pros

It is very convenient, integrates well with our own product and has a clean, attractive design.

Cons

On rare occasions I find it tricky to locate old chats just by searching for a specific keyword.

“Relying on the fin AI bot for daily chats saves time

Pros

Lately I have been relying on the Fin AI bot to assist me with daily chats and common customer questions and it is serving me well.

Cons

It is frustrating that we are forced to upgrade to a more expensive plan to access certain features that initially seemed like they should be part of the basic package.

“segmentation tool is the best

Pros

The segmentation tool is my favorite part as it lets me sort our customers into specific groups depending on their activity and profile. I also love that I can use the messaging system to offer quick, customized help.

Cons

Well the interface is not the most user-friendly and I wish they would add more features while also making it simpler for new people to find their way around without feeling overwhelmed.

“Allows us to reply directly on our website!

Pros

Being able to reply directly on our website without switching between different apps or email is what I enjoy most. The automation is a lifesaver too for handling repetitive questions which makes the work much less monotonous.

Cons

Several of the more advanced tools are locked behind expensive premium plans which makes them less accessible for smaller companies on a budget.

“Packed with a wide range of functions

Pros

The platform comes packed with a wide range of functions and connects well with other services.

Cons

There is no real onboarding support from their sales or customer service teams to help us get started.

“Impressed by the unified workspace

Pros

I am impressed by the unified workspace for agents and how much we can customize it. Plus pulling in external data is far simpler here than with our old system or other platforms we considered.

Cons

The cost feels a bit high to me especially since important features like balanced workload distribution for agents are only available on the most expensive plan.

“Very user-friendly

Pros

We do not need much training to get started as the tool is very user friendly and easy to use.

Cons

It is pretty expensive and the AI feature charges one dollar for every answer it gives which is much more expensive than other AI tools.

“An engaging live chat with helpful reports

Pros

The live chat feature is engaging and the performance reports we get are really helpful for tracking how we are doing.

Cons

We cannot search through our solved tickets which makes finding old, resolved issues difficult.

“Essential to our business and customer service

Pros

Intercom software is essential to our business and key to our great customer service. It fits perfectly into our product and our customers often compliment us on our fast response times.

Cons

The spam filter sometimes acts strangely and incorrectly flags legitimate support requests as junk which can negatively impact our customer satisfaction scores if we do not catch it.

“complete all-in-one solution

Pros

It is a complete, all-in-one solution that fits so well into our business and now it has become a core part of everything we do.

Cons

With so many different settings and choices, it took me a while to learn where everything is and what it all does not because it is hard but because there is just so much to explore.

“Powerful but Expensive Platform

Pros

In my role, I've found this platform to be a game-changer for how we communicate with customers. It's specifically designed to make those conversations smoother, which is exactly why our team relies on it for delivering instant support

Cons

It is an expensive system with limited options for customizing the chatbots and I noticed there is a significant amount of time required to learn how to use it effectively.

“So many capabilities in one tool

Pros

It has so many capabilities that we never need to use another tool for any of our client support needs.

Cons

Small glitches sometimes happen like when we try to tag people after importing a CSV file.

“Automates routine jobs

Pros

I really like how it automates routine jobs like sending the first message to engage a lead and making sure that lead gets sent to me and not another rep in a different territory. The feature that tracks a prospect's activity on our site is also incredibly useful.

Cons

The automated messages save a lot of time but they at times feel a bit generic or unnatural to me.

“AI powered features that truly stand out

Pros

The AI-powered customer service features are what stand out to me.

Cons

It offers limited third-party connections

“Dependable system!

Pros

It is a dependable system for handling all our customer service needs.

Cons

I do not have any major concerns or worries about using it.