Intercom Reviews

Pros

It comes with all the customer engagement features you'd expect, including live chat, chatbots and more.

Cons

The pricing is a bit on the expensive side but aside from that, everything else works well.

Pros

Intercom strikes a really nice balance between simplicity and capability. Everything from live chats to campaign management is accessible with just a click which makes the platform feel very user-friendly while still being powerful.

Cons

A frustrating part came up when our client needed to move Intercom data into a CRM. That migration process was extremely difficult so I'd strongly recommend Intercom mainly for businesses that don't plan on switching to or integrating with a CRM later on.

Pros

It's very simple to use and the aesthetic design makes the functions easy to understand and navigate.

Cons

One thing I don't like is having to click the "send" button for a message to go out to a client or internal user. It should work by just pressing "Enter".

Pros

Running a business without live chat puts you behind and it feels like a full-featured option for fixing that. The platform is very simple to work with and the chatbot has been helpful too. That said I see it being more valuable for certain types of companies especially retail or businesses that can use customer information to better understand what they want to sell. I'd definitely recommend Intercom to any business that needs live chat and still hasn't added it.

Cons

As a marketing strategist at a growing company, I've realized how important it is to connect with customers in a way that actually helps generate leads and sales. We've tested plenty of marketing approaches before but none delivered results the way live chat has. With it, I can start chat sessions with customers directly and capture leads more effectively. The results have been very strong and overall I'm happy with it because I really haven't run into any issues. In general, it has worked flawlessly.

Pros

Works well for different teams and stakeholders, it's easy to use across various areas, the billing is transparent and they keep rolling out new features on a regular basis.

Cons

The only downside is support can take quite a while to respond when the question is about how to use something.

Pros

Its been a really solid way to handle communication through messaging. It connects businesses with clients directly from company websites and it can even work well for personal sites too. The more direct contact it creates is very useful, whether it's helping close sales or answering customer requests and claims with a more innovative and efficient approach.

Cons

It is a strong tool that, when used properly, can also manage customer complaints and requests without too much difficulty. It feels like a very complete platform for medium-sized and large organizations and it offers a lot of valuable benefits.

Pros

It comes with a range of useful features especially for businesses that rely on customer support systems.

Cons

To become a member or use live chat with a company, you have to pay and the cost feels pretty expensive.

Pros

One thing that really works well is how mobile-friendly it is which makes staying on top of conversations much more convenient. It's also useful that you can switch a person's availability on or off and reassign chats when needed. Creating chat groups helps keep things organized and the instant notifications make sure nothing gets missed. Another big plus is the ability to connect it with different tools like Gmail, ticketing platforms and CRMs.

Cons

It doesn't come with its own built-in ticketing feature. There are also some bugs with the CRM integrations where data can go missing which is frustrating. On top of that, finding or tracking down older conversations can be difficult because the search functionality is pretty weak.

Pros

Adding it to a website is simple and the interface for customer support agents is really well designed.

Cons

Their own customer support still has room for improvement and should keep getting better.

Pros

After more than a year of using this software to assist our customers, it has proven to be dependable and simple to work with. It's simple to connect, keep records organized and generate reports when needed. The integration with our app also worked out well and being able to handle both chat and email support directly through Intercom has been a big advantage.

Cons

The pricing is on the higher side compared to similar software options. That said whenever we reach out with a question or issue, their support team is always there to help.

Pros

Working mostly on email marketing and building knowledge base content, one thing that really stands out to me is how polished and attractive Intercom's KB pages look. They're easily some of the best-designed ones I've worked with.

Cons

One area that could be better is the page editor formatting. At times it gets a bit confusing because the formatting seems to stack up in the backend which can make editing more frustrating than it should be.

Pros

Compared with other options out there, their product still feels stronger than anything else on the market.

Cons

Just hope you never have to rely on them for anything important. I wouldn't count on their team at all. It feels like they only care about closing deals and making money. We're paying more than $1,800 a month and still aren't getting help from people who are actually useful.

Pros

The conversations feel much more alive and modern which gives the platform a very futuristic vibe. It's a really effective tool for getting things done and the interface is simple to work with.

Cons

Compared with a platform like Zendesk, it can occasionally feel a bit lighter when it comes to feature depth. That said it hasn't really affected my overall experience since there are workable alternatives I can use when needed.

Pros

I find it user friendly and connecting it to the website didn't take much effort. The knowledge base covers a lot and building customer journeys or sequences is simple and efficient.

Cons

Customer support has been disappointing. The software is also pricey and the data analysis and reporting features still need improvement.

Pros

Using Intercom feels very simple thanks to its super friendly interface. It comes with a lot of useful features and it saves a ton of time when communicating with customers.

Cons

The biggest downside is the price. It would be even better if there were a free plan available for startups and open-source projects for developers.

Pros

Keeping up with customer conversations is much more manageable with this software and that really helps improve support and stay better connected with clients. It's been a valuable tool for maintaining stronger client communication and integration.

Cons

It can be a bit expensive to maintain but aside from the cost, I really enjoy using the software.

Pros

Over the past 6 months, I've been using Intercom on my website and it has been packed with useful features. It works really well as both a marketing and customer support hub since it brings so many important tools together in one application, like customer support social media management, help desk functions, marketing and more. The chatbot has also been impressive because it responds quickly and gives very accurate answers.

Cons

I honestly haven't run into any real issues with how it works. The only downside is the pricing which is quite high. That makes it difficult for early-stage startups or smaller businesses to afford and I think that part could be reconsidered.

Pros

Running customer engagement through a mix of email sequences and in-app chat feels pretty simple. The level of customization is something I really appreciate and whenever support is needed or I just have a question, their team is consistently very helpful.

Cons

The biggest downside is the cost since the pricing feels quite high for what the product offers. There are definitely other options out there that come in at a lower price.

Pros

Whenever a customer asks a question, it does a nice job of suggesting relevant blog articles based on that query.

Cons

Nothing to complain about at the moment. We're currently using Intercom for live chat, customer support and the help center.

Pros

It stands out for how flexible it is and how many different ways it can be used. We rely on it for both in-app customer engagement and support and it handles both really well.

Cons

The pricing model is the part I'm not happy with. There honestly aren't many complete alternatives that offer everything Intercom does so we're left using a solid product that can end up being quite expensive.