Intercom Reviews

Pros

This platform has been really useful for my team when it comes to keeping track of customers and managing issues related to orders and returns.

Cons

There really are not many downsides since the software is very simple to use. If I had to mention one complaint, it would be the price but even that feels more reasonable than some of the other tools we considered.

Pros

One thing that really worked well for us was how clearly the information is displayed and how simple it is to keep track of everything. The Slack integration is also really useful because even when the platform itself isn't open, Slack still sends a notification to the right person.

Cons

Every now and then it ends up duplicating some of the information already stored in our CRM but honestly I'd rather have it appear twice than not show up at all.

Pros

Right from the start, the live chat has been the standout feature. It works flawlessly, doesn't take much effort to get running and feels very simple for both customers and support agents. To me, it's easily one of the strongest live chat options available right now.

Cons

Outside of the live chat though, the rest of the platform feels disappointing. The knowledge base management is missing so many features and options that writing articles became frustrating every single time. Email handling also feels pretty messy, whether sending or receiving and that part definitely needs more attention from Intercom.

Pros

Intercom covers all the core features you'd expect from an online chat platform, including flows, bots, a help desk and more. On top of that, the support team responds quickly and is genuinely helpful.

Cons

The interface feels a little dated and a few newer features that you'll find in competing products like Drift are still missing.

Pros

Keeping customer communication under control is much more manageable with this tool. You just add the software to your website and it starts gathering data that you can immediately put to use. It works especially well for enterprises and agencies that want to deliver a more complete service to their clients.

Cons

The only downside is that it's a bit more expensive than some of the other options available on the market.

Pros

The thing I enjoy most about this software is how much the macros help us. They're very simple to use and honestly make our day-to-day work much easier. I've never had connection issues with it and although it can occasionally slow down because of third-party software, Intercom's overall performance and response are excellent. The automatic customer details shown when someone contacts us are accurate and being able to see their location to identify the time zone feels like one of the best features this software offers.

Cons

At times, ticket assignment isn't 100% accurate so that part could definitely be improved.

Pros

Has all the functionality a newly launched startup would need, with a solid set of features right from the start.

Cons

If you need more advanced technical tracking or highly customized KPI monitoring, it can feel a bit too basic.

Pros

One of the best parts of this software is the customer support. They're amazing and really walk you through every step, helping your business grow and perform at its best.

Cons

Honestly I don't have anything negative to point out. They seem to cover every business need or request and are incredibly helpful throughout.

Pros

Everything feels very visual which makes managing conversations much more simple. Sending emails based on specific filters is really useful and having all customer information tracked in one place helps a lot. It also connects with plenty of other apps through powerful integrations.

Cons

The snooze options could definitely be improved.

Pros

Getting started with Intercom was simple and the platform feels very user-friendly without being complicated. It offers a quick, practical and fairly affordable way to handle customer communication, support and sales messaging.

Cons

As the business grew and we needed a more robust CRM, Intercom stopped making as much sense for us. It does offer syncing and integrations with most platforms but tools like HubSpot provide the same features sometimes even more, along with full contact record syncing.

Pros

With our email lists, we can easily build audience segments that let us reach very specific groups of people. Being able to identify exactly who we want to target with each campaign and email sequence has been fantastic.

Cons

Even though the "no-code" tools took more effort than we originally expected, Intercom's customer support has helped us through every step.

Pros

Using this software feels very easy and formatting things in it is simple as well.

Cons

It does exactly what we need it to do for our use case. The only addition I'd really like is more detailed geo data.

Pros

Intercom has been excellent for customer support. The platform moves in a very simple, convenient way for both customers and the support team which makes day-to-day use really helpful. It's also a big plus that they offer a mobile app.

Cons

At this point, I honestly can't think of any downsides to Intercom.

Pros

Since I'm not always sitting near my computer, having this software has been a huge help. It gives me a direct way to chat with clients, friends and business partners without any hassle. I'd absolutely recommend it 100%.

Cons

Honestly I really don't have any complaints about this software. I've been using it for at least 6 or 7 months and I've consistently been happy with the results.

Pros

We've been adding it across our websites and it's been really valuable because it lets us talk to users directly while they're still on the site. It also helps us build richer user data, tag people inside conversations and organize tags to track the issues that come up most often and the questions we get asked the most. On top of that, you can create help articles so users can find answers on their own when they need them. There's honestly a lot you can do with it.

Cons

Offers a huge range of ways to use it which is useful but to really get the most out of everything it can do, it's best to have a dedicated support manager handling it.

Pros

After more than four years of using Intercom on our website, we still have no intention of switching. It's an excellent platform for staying present throughout a visitor's journey on the site. You can tailor messages based on the specific pages people visit and set up CTAs that encourage them to share their contact details if they want to hear from you directly or show interest in your services or products. The tool itself is very user-friendly and the UX/UI is really well done. They also regularly offer webinars and other resources to help you get even more out of it.

Cons

Things can start to feel a bit overwhelming in a larger company setup. It works especially well when there's one person dedicated to managing it.

Pros

It has been a really versatile tool for us. I use it to build automated bots on important pages to capture leads, help existing customers, manage the shared support inbox for the whole team and keep live chat available as well.

Cons

There was a bit of a learning curve at first while figuring out how the platform works but there are plenty of training videos that help a lot.

Pros

Having live chat tied to full client details is really helpful. Being able to pull up all the information quickly is essential and the platform is simple enough to use without needing long training sessions.

Cons

the features are priced separately. If you want to use the platform to its full potential with a bigger team, the cost can add up fast.

Pros

Compared with other tools I've used, this is probably the strongest all-in-one option if you need live chat, a knowledge base, chatbots, outbound marketing and everything else bundled together in one platform. The feature set is extremely broad and covers a lot. The outbound campaigns work really well and the knowledge base is especially solid.

Cons

One thing that lets it down is the notification system for incoming chats. If the support team is handling other work instead of watching Intercom nonstop, it's very easy to miss new conversations. The AI bots also tend to be hit or miss when suggesting answers and some of the responses they generate are just confusing.

Pros

Its quite easy to use and there's a lot of flexibility to customize it the way you want.

Cons

At the beginning, it can feel a little overwhelming because there are so many tools and different areas to explore when setting up and improving the system.