Intercom Reviews

Pros

Having chat history, file sharing and reporting in one place really helps a lot with my work and makes daily tasks much more manageable.

Cons

The mobile access still needs improvement because it can be frustrating to deal with at times.

Pros

One useful thing this software does offer is bringing several applications together so messages from different platforms can be handled in one place.

Cons

The software is frequently down and getting into the platforms is very difficult. Even when the internet connection is working properly, the platform itself still doesn't operate fully and keeps running into system errors.

Pros

If you're just getting started in business and need a basic CRM to begin with, this seems like a decent option for newcomers.

Cons

It still needs a lot more improvement especially when it comes to features like market insights, ICP support and lead generation.

Pros

The interface is interactive and user-friendly which makes it simple to work with. Chat windows keep conversations between customers and support teams more dynamic and automated replies for common questions help cut down on manual effort. The dashboard is also useful for tracking active chats and ongoing issues and the integration support with other apps is a strong advantage.

Cons

It would be better with more advanced options for data analysis and deeper insights. Customer support could be stronger as well and the pricing plans feel like they could be made more simple.

Pros

Its convenient to manage and it comes with a wide range of features that really benefit our customers.

Cons

Some integrations require custom setup from time to time which can be a bit troublesome.

Pros

It's useful for handling customer requests and keeping support interactions organized.

Cons

Overall I find it simple to use.

Pros

The chat interface was simple and user-friendly and it came with several integration choices.

Cons

One frustrating part is that practically every feature sits behind a huge upgrade charge. We didn't receive what we were originally promised. The functionality technically exists but since nothing is available a la carte, you're basically facing an all-or-nothing upgrade of around $30k. On top of that, articles don't refresh automatically after changes are made in Zendesk so extra steps are required to force an update. When that happens, internal articles can end up public again. Articles Pro is pretty useless unless you rely exclusively on articles within their platform.

Pros

Whether I'm available or away, I can still use it without any issues which makes it really convenient.

Cons

At times, the connection between both sides isn't very responsive.

Pros

It has been really effective for email campaigns and the features are very simple to use. It handles emailing well and makes the whole process simple.

Cons

My only hesitation is the overall value for money. The software works well and delivers on what it's supposed to do but the price still feels a bit too high for what you get.

Pros

Compared with other similar tools on the market, it's interface feels much more modern and polished and the overall user experience is really strong. It offers a wide range of features that can fit different business needs, such as saving chat history, automatically creating an email ticket when the user or support agent has been away from the chat for too long and generating reports from customer data and inquiries without much hassle. One feature I relied on heavily was chat history storage through the platform and its APIs because it made it much easier to review repeated questions over the past three months and quickly identify customer pain points.

Cons

I wouldn't say there are any major downsides since the software is very competitive in terms of features compared with other options out there. That said customer support could definitely be better. When I ran into issues during installation and setup, the responses to my tickets came quite slowly and that was frustrating because my business depended on live chat being up and running.

Pros

Having both chat and an email queue in one platform was really helpful for us. We managed to get our chat and email support set up through this software and it made customer engagement feel very smooth. It also helped us deliver customer service more effectively through a single system.

Cons

The pricing was a bit higher than our budget and each additional seat added more to the overall cost. Other than that, it's a very solid piece of software and integrates well with a website.

Pros

Being able to chat with customers in real time really helps us address their issues right away and keep support conversations moving.

Cons

One limitation is the reporting since it doesn't let you look very far back into historical data.

Pros

It gives a clear view of the time each resource spends on every project which is really useful for tracking work accurately.

Cons

It often doesn't refresh properly and moving projects around isn't very simple.

Pros

Once you get the hang of it, it really makes day-to-day work much simpler. I use it for weekly and monthly email newsletters and setting up scheduled campaigns and planned operations is very simple.

Cons

At the beginning, it can feel a bit complicated but after learning how the features work, it turns into a very useful tool.

Pros

The mobile app has been really useful and being able to share files, check analytics and use the customization options gives the platform a lot of flexibility.

Cons

there still isn't a really convenient way to find conversations quickly.

Pros

There are a lot of useful functions in this software and overall I'm happy with everything it offers.

Cons

The part I don't enjoy is that it takes time to figure out how to use it properly and the learning curve feels a bit difficult.

Pros

Interface feels polished and the overall user experience is really well done. It also comes with plenty of useful add-ons that become more and more helpful as your live chat needs expand.

Cons

Pricing is definitely the downside. Since we use it across multiple apps, we've ended up paying hundreds for each one and there are plenty of cheaper alternatives out there.

Pros

It packs in a lot of features while still being very simple to use. The reporting suite is really strong and the app store makes it convenient to add more functionality when needed. Another big plus is that they keep improving the product and regularly roll out new additions.

Cons

It doesn't really stand out as a specialist in any single area. The reporting can also be a bit misleading at times since you're relying on Intercom's own criteria and definitions.

Pros

One of the best parts for me is the ability to set up custom resolution bots. They let us share information with customers quickly and effectively, even when the office is closed.

Cons

I really do not have any major complaints about Intercom although the data analysis features could be better.

Pros

Using it has been very simple and it covers most of the core features we need for communicating with customers.

Cons

One thing that has been missing for quite a while is some basic quality-of-life functionality, such as the ability to import segments from a CSV file.