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.