Intercom Reviews

Pros

Whenever clients land on the website, it really helps us chat with them right away and connect with them quickly. It's been very useful for us.

Cons

I honestly don't have any complaints about the system.

Pros

It takes a lot off the customer service team's plate by helping book meetings, schedule appointments, respond to questions and keep both prospects and clients satisfied.

Cons

It does add a slight slowdown to the website though it's still not as heavy as most other chatbots on the market.

Pros

This product has been a really cost-effective way to support a complex product especially with its in-app messaging and product tours. Those features make onboarding much more manageable when users need time to learn how everything works.

Cons

The email marketing side still feels a bit limited especially because the design tools don't include a proper drag-and-drop builder.

Pros

Right from the start, the chat functionality has felt best-in-class. The bots are simple to configure and launch and they really help organize support and triage.

Cons

On the downside, the email marketing feature is pretty underwhelming, to the point that I'd rather use another platform for that kind of outreach. Intercom is also somewhat expensive per seat. And it's a little ironic that their own support is among the worst of any SaaS tool I use since getting a response within two business days is nearly impossible.

Pros

As someone who pays close attention to user interface design, I usually notice even the smallest flaws right away. Intercom really stands out to me because it's not just incredibly powerful software, it's also about as close to perfect as anything I've used.

Cons

There are no downsides. We're only using a small portion of what it offers right now but whenever a sales or customer support need comes up, Intercom already seems to have exactly the right solution in place.

Pros

Handling inbound leads, customer support requests and all kinds of incoming questions is really simple with this. It lets you get back to customers quickly especially when they want more information or are asking for a product demo.

Cons

Nothing specific comes to mind as a drawback. It has worked exactly the way it was supposed to and I haven't personally run into any issues with it.

Pros

After trying several customer support tools over the years, including Zendesk, this has been the standout option for me when it comes to usability, interface design and overall functionality. I use it regularly for live chat and it has worked reliably without any problems.

Cons

One area that feels a bit lacking is the dashboard for reviewing and analyzing chat data since the reporting options are somewhat limited. It would also be helpful to have an AI-based issue detection feature that could identify recurring problems across conversations because right now that process has to be handled manually.

Pros

Intercom has been a really simple, fast and user-friendly CRM platform to work with. It comes with several useful features especially custom bots, email tools and product tours which I use pretty often. Building a help center in Intercom has also been a really positive experience.

Cons

There are so many features packed into it that sometimes a few of them don't work as they should. The filter and trigger options in email automation can also feel confusing at certain times.

Pros

Pretty much everyone already knows how to use it as a website chat tool which makes it very simple for both teams and customers.

Cons

Getting the initial integration set up exactly right can be a little finicky at first.

Pros

Customer support has been really helpful and the live chat feature is something I've enjoyed using a lot.

Cons

There are still some important things missing that this software really needs.

Pros

Its so easy to handle. It's reliable, comes with plenty of useful features and newer additions like Series and Guides have been especially helpful. The customer service is also solid. One feature I really appreciate is the chat history and the chat itself works very well with consistently good quality.

Cons

There are only a couple of things I'd count as drawbacks with Intercom. The notification for an incoming chat isn't very good and the email experience, both sending and receiving, still needs improvement.

Pros

Using it feels very simple and the interface is clean and visually appealing. The features let me create more personalized conversations with my customers which is really valuable.

Cons

Nothing comes to mind that I dislike about it.

Pros

The series feature makes it possible to build highly advanced workflows and customer flows.

Cons

Getting to analytics and individual user data feels pretty complex and the information available still seems incomplete.

Pros

The custom bots are really well done and the conversation flows feel natural and thoughtfully designed.

Cons

One thing that could use improvement is the notification message sent to our agents since it could be clearer and more effective.

Pros

Keeping up with contacts and clients is simple with this tool and it also helps us organize events, automate workflows and handle plenty more. It connects nicely with a broad range of the other software we already use. It's especially valuable for managing our SaaS customer base and reaching them through email or in-app messages. Another big benefit is building automated support flows which saves our support team from spending time answering repetitive or minor questions.

Cons

At first, it actually made me want to avoid checking my inbox whenever I could. Getting used to the platform took a while because the way messages were displayed and formatted was not immediately clear. On top of that, it comes with so many technical capabilities and customization options that it can feel a bit overwhelming when you're just starting out.

Pros

One of the best parts of this tool is its multichannel management. Customers often reach out through different channels and Intercom does a fantastic job of organizing all of that demand in one place.

Cons

I believe the high cost is still its biggest downside.

Pros

It is something I'd definitely recommend when it comes to integrating systems and tools. If you rely on other platforms for lead generation and sales, this can be a really solid option to support that setup.

Cons

It does cost a bit more than some other alternatives on the market.

Pros

Does a really nice job of covering every stage of communication with leads and customers. The features all work together in a way that makes sense and that creates plenty of chances to reach out to customers at the right moment and for the right reason.

Cons

Since the platform is so focused on customers, I'd ideally want faster response times when reaching out to support with questions or for help. That said it feels more like a minor complaint than a real issue.

Pros

Intercom feels very user-friendly from both sides, whether you're using it day to day or managing it as an admin. Setting up queues is simple and it's easy to manage them with different SLAs assigned to each one.

Cons

Needs a proper way to tag tickets which would help a lot with tracking better metrics. The chatbots could also use some improvement and reporting around SLAs and user metrics needs to be more detailed. On the basic plan, it also lacks a way to categorize tickets by type, like questions, bugs or information requests.

Pros

Its quite convenient to use. Adding new apps and features takes just a click and the integrations have been very easy. I've connected tools like a localization app and a ticketing system and the whole process was basically effortless.

Cons

The only thing that really needs improvement is the pricing which feels a bit high. Also, the search on the mobile app doesn't always return the correct information.