Intercom Reviews

Pros

Live chat is definitely the standout feature of this app.

Cons

At times, the terminology can be a bit confusing for users.

Pros

It makes it really simple for customers to reach us. There's no need for them to deal with long forms or send an email, they can just click the live chat button and start talking to us right away which keeps communication direct and immediate.

Cons

One thing that could be better is the speed of customer support. The help I've received has been perfectly fine but replies by email tend to take a bit longer than I'd prefer.

Pros

When customer support is handled through this platform, it leaves people more satisfied and helps create a stronger, more positive impression of the company's overall quality.

Cons

The limited customization in the live chat interface is an issue. The default chat design didn't fit the theme and look of our website and that mismatch caused problems for us for a while.

Pros

It really helps our team stay in touch and communicate better with one another. It also does a very good job of organizing conversations which makes it simple to go back later and reference past messages when needed.

Cons

it can be costly to maintain and keep up to date. It can also slow down customer service responses when issues come up and at times it's hard to find the answers I'm looking for.

Pros

Using this software has noticeably improved how we communicate with both customers and suppliers.

Cons

At this point, there are so many new integrations and ongoing updates that it can feel like there are almost too many features and settings to manage.

Pros

it tracks every interaction customers have with my company. It also alerts me when someone may be unhappy which gives us the chance to step in quickly and turn that experience around.

Cons

Havent had any problems so far.

Pros

Right away, Intercom's backend stood out to me. The CRM capabilities are incredibly powerful and give the platform a lot of value. On the frontend, it also feels very polished. A welcoming CTA appears on the first page load, then neatly collapses into a familiar chat icon that people instantly recognize.

Cons

Pricing is the biggest downside. Intercom definitely isn't cheap and can feel quite expensive.

Pros

It has been a really strong solution for customer support. The live chat works extremely well and it comes with a wide range of features and resources that help create a better customer experience, from user onboarding to in-app notifications. It also lets you embed the chatbot on your website which adds even more value.

Cons

Overall it's a very solid tool. The only thing I'd want is more customization for emails and custom messages so they can feel more aligned with your brand.

Pros

Very simple to pick up and it's consistently being improved with new features. The live chat functionality is especially impressive and has been one of the best parts of using it.

Cons

Deleted messages don't seem to be fully removed which can be frustrating. The email system also feels limited because its targeting isn't very effective.

Pros

Its smart bot helped us boost lead generation by 20%. That's easily the most valuable part of the platform for us.

Cons

It feels very expensive for a chatbot and there wasn't a monthly plan available that worked for us.

Pros

Everything about the software feels simple which makes the whole experience really pleasant.

Cons

Honestly I don't have any complaints about this software at all.

Pros

Working with the customer support team is very easy and it makes it simple to see customer questions, requests and concerns all in one place.

Cons

At times, the interface feels a bit confusing.

Pros

It's bots have been really useful for capturing leads with the exact information I need and I can also manage email campaigns from the same platform. Sending emails through Intercom is simple and works well. The platform is very user-friendly, connects easily with other tools and I've also used it to collect CSAT surveys.

Cons

Too costly especially for early-stage startups. I was able to use it through their startup program which helped a lot up until we raised our seed round.

Pros

It gives customers and prospects a really simple way to contact our team and it helps us stay on top of hundreds of customer conversations in the queue without things getting messy.

Cons

There's not much to complain about when it comes to features or use cases. The only real downside is that pricing can climb pretty quickly if you're running a large support team.

Pros

Compared with other tools I've tried, the live chat has been very reliable and works without issues. The shared team inbox is also really convenient and makes it much easier to manage conversations together.

Cons

The reports and insights don't go as deep as I need for my requirements although they're still decent enough to be usable.

Pros

The interface looked polished and professional and it fit in nicely with our website.

Cons

Getting everything integrated took quite a bit of work from our developers.

Pros

It is very user-friendly and feels like a highly polished support platform. It's something I'd strongly recommend for early-stage startups as they grow. Agents can pick it up quickly and start working with it without much ramp-up time. My favorite part is the support articles feature.

Cons

Intercom doesn't support triggering WhatsApp templates through system APIs based on user actions.

Pros

We found it pretty easy to understand and the website integration works really well. The detailed permission controls for agents are especially useful and make managing teams much more effective.

Cons

Some features feel a bit overpriced so the pricing can be on the higher side.

Pros

This tool keeps things refreshingly simple. It lets me support customers one-on-one while also bringing all customer communication into one place. Having active, engaging conversations with customers has become much more simple with it. On top of that, the support team is excellent. It's also useful for HR since potential candidates can leave questions for me to come back to later.

Cons

There's still plenty of room to improve. Some parts of the interface feel awkward and certain features can be hard to locate. Setting it up so the pop-up doesn't keep opening so aggressively is also more complicated than it should be.

Pros

The interface looks sleek but honestly that's about the only positive thing I can point to. I'd strongly recommend staying away from this company.

Cons

Pricing is extremely high and a lot of features come locked behind extra charges. In our case, we paid for the Survey add-on, only to realize it included just a restricted version instead of the complete feature set we expected. Then, to unlock the full functionality of something we had already purchased, we were told we'd need to upgrade to yet another plan. It feels misleading and far too expensive for what you actually get.