Intercom Reviews

Pros

Running it on our website has been really helpful as a chatbot solution. It gives customers and general users a way to chat with us live while also accessing the Q&A at any time. We're also able to create articles quite easily and reuse them not just in Intercom but in other places too. On the conversation management side, it covers a lot: we can search, open, start, close and tag conversations without much trouble.

Cons

At the same time, it can feel like a lot to take in when you're new to it. There's so much information packed into the platform that first-time users may feel overwhelmed. Learning the full tool and becoming truly comfortable with it takes a long time, usually after months of regular use, exploration and hands-on practice.

Pros

Customer activation works really well and Intercom is also very simple to use overall.

Cons

It's missing some important features needed for it to function as a true CRM and the pricing doesn't feel worth it for the value you get.

Pros

One thing we really appreciate is how simple it makes it to connect with website visitors, answer their questions and point them to the right resources. It also brings in a solid number of leads for our sales team every month through the chat feature. The Slack integration is another big plus since it lets us stay on top of conversations without needing to keep Intercom open in a browser tab all the time.

Cons

It can be frustrating that many of the features come with a fairly high extra cost. On top of that some parts of the platform aren't especially user-friendly especially when it comes to figuring out the navigation and where certain tools or settings are located.

Pros

Just add this to your website, bring in someone from onlinejobsph(.)com for around $6/hour, train them on how to sell your service and have them manage replies throughout the day. You can also give them a commission on every sale they close. This setup tends to work especially well for higher-ticket courses, services or SaaS and Intercom has been amazing for it.

Cons

I honestly have no complaints about it. It's one of the best software investments I've made in terms of ROI for the money you spend.

Pros

Across our team, it covers a lot of ground with different tools that each serve a clear purpose. We rely on chat, articles, product tours and a few other features and overall each one helps solve a specific need for us.

Cons

every tool we use comes with certain limitations so we often end up creating workarounds to achieve what we want. The biggest downside though, is Intercom's pricing structure. It's incredibly hard to understand how much you'll actually pay when you add options. Every tool feels like an extra add-on that keeps pushing the bill higher and they also use usage-based triggers tied to user counts that increase costs even more. In the end, their pricing makes it very difficult to predict where your total spend is headed.

Pros

Using it doesn't take much effort and the platform comes with plenty of useful auto-generated templates for customer engagement and product outreach. It also includes sample email schedules and practical guidance on when, how and who to contact at different stages of the customer lifecycle which makes planning communication much easier.

Cons

Pulling data analytics out of the system can be challenging and the reporting usually isn't detailed enough to get the level of insight needed. If strong analytics are important, you'll probably need to pair it with another platform.

Pros

Its quite user-friendly and onboarding users has been really simple. It also adds a whole new channel through the chatbot which has been valuable for lead generation. Another big plus is how the product keeps evolving, the brand feels innovative and there always seems to be ongoing improvement.

Cons

One area that could be better is the analytics and reporting from the chatbot and other channels since the data isn't always as detailed as I'd like. I also wish there were more training resources or guidance on how to fully maximize Intercom because right now we're only scratching the surface and using it for the basics.

Pros

Across our customer success team, it has become a really valuable tool for handling both first-line and second-line support issues. It helps everyone collaborate on tickets efficiently, makes it easier to deliver support as a team and also gives us a way to track and measure results. On top of that, clients are able to leave reviews for our team members which is something we truly appreciate.

Cons

There's nothing specific to complain about at the moment and we're satisfied with the service overall.

Pros

Working in customer success, I rely on it every day. It alerts me whenever support requests come in so I can quickly reply to customers or leads. Features like macros for frequently used messages and the Operator help me save a lot of time. We also run most of our email marketing through it. Because of that, I see it as a really valuable tool for any company that wants to provide customer support through chat.

Cons

Several upgrades, such as a custom chatbot, cost extra. Paying another $99 per month feels pretty expensive for such a limited add-on.

Pros

Took no time to set it up and it made it simple to begin supporting customers right away while delivering a really strong experience. It also helps track the basic but important information you need early on which makes it a really solid fit for startups.

Cons

I haven't spent as much time with the reporting features as I'd hoped but from what I've heard, they're not the strongest when it comes to spotting customer experience issues. It could also benefit from having more customization options.

Pros

It's very approachable for people who aren't technical and feels user-friendly overall.

Cons

it's hard to tell what's happening behind the scenes. For instance, data coming in from third-party integrations isn't really visible unless you pipe it into a data warehouse. It would be much more useful if Intercom showed a small preview, maybe 5 records, of the data received from each connected app right inside the platform.

Pros

The way they explain things really works well. Their book and the product itself have both been very useful.

Cons

It is quite expensive.

Pros

Getting this set up with an e-commerce website is really simple and doesn't take much effort.

Cons

After you begin using it, switching over to something else can be pretty difficult.

Pros

The customized task bot works really well and assigning tickets is simple. Internal notes and tagging help keep everything organized and the office hours automation is a big plus for managing support efficiently.

Cons

Setting up the bot isn't very user-friendly so I often have to dig through Intercom's online help videos and a lot of them show an outdated UI that's hard to follow. Customer support also isn't very responsive and the add-on features can get quite expensive.

Pros

It really helps get customer acquisition and onboarding moving. The platform feels very user-friendly to use and it has improved both customer satisfaction and the productivity of our support team. On top of that, it offers 24/7 support and keeps customer engagement active.

Cons

The premium features in Intercom are quite expensive.

Pros

Right away, the clean layout made this software simple to use. It's really easy to keep up with all the chats you're managing at once and quickly see who's still waiting in the queue.

Cons

There honestly wasn't much to complain about. If I had to point out one thing, the reporting could have been a bit more solid but that was my only real issue.

Pros

Everything fits together really well across support, product marketing, onboarding and product management which makes the whole platform feel very connected and useful from multiple team perspectives.

Cons

It is a bit too costly for my liking.

Pros

Getting this tool connected to our website was very simple and that's a big part of why it works so efficiently for us. The alerts are highly effective and the way conversations are organized really helps simplify and speed up our internal support workflow.

Cons

The cost ends up being quite high compared to other tools on the market. For smaller companies, it would be difficult to afford this software unless there's some kind of promotion available.

Pros

From marketing to website upkeep to customer support, it brings everything together in one place. Having all of those functions connected makes the whole workflow feel much more unified and convenient.

Cons

The price is definitely on the higher side. We also ran into ongoing problems with email signatures. We kept trying to line them up with our Outlook signatures but there was no way to remove the repeated photo and name that kept appearing at the end of the email after the signature. We tested and troubleshot plenty of possible fixes but nothing actually solved it.

Pros

One thing that's been especially useful about it is that it works across every page of our website so we can offer customers contextual chat support exactly where they need it. It also tracks data at each stage of the customer journey which has been incredibly valuable from a CRM standpoint.

Cons

I honestly haven't run into any downsides while using it for our live chat and customer support needs.