Intercom Reviews

Pros

At our software company, the knowledge center and live chat ended up being the features we relied on most. We used both regularly and the automations in Intercom helped us support clients more efficiently.

Cons

Compared with Zendesk, reporting and knowledge base customization feel more limited. New feature development can also move a bit slowly at times.

Pros

Among support platforms, this has been one of the simplest to work with. It makes our team feel very reachable and the support experience is simple for end users as well. The integrations are strong and the stats it provides are genuinely helpful.

Cons

The biggest downside is the pricing since it's definitely not cheap and seems to change pretty often. The help center feature also needs improvement and updates. On top of that, many ad blockers flag Intercom as an ad and block it which creates a frustrating experience for users who then have to choose between disabling the blocker or losing access.

Pros

Getting this set up with our development tools was very simple and the team was really happy with how well the integration worked. The notification system has also been very reliable and performs really well.

Cons

From a technical standpoint, we haven't run into any real issues with the software. It is a little pricey but considering the value it delivers, it feels justified.

Pros

Having everything in one place makes a big difference. We can gather insights, run promos, convert leads, deliver support, manage a help center and build personalized customer journeys all from a single platform. The Inbox feature is especially useful for giving fast support and it works really well when using the Intercom mobile app.

Cons

There really aren't many downsides I'd point to with Intercom. If anything, I'd love to see their support respond a little faster since I sometimes end up waiting about a day for a reply but that's a pretty minor issue compared with the overall value the platform gives us.

Pros

Working with it every day gave me a really solid feel for how it works. The platform was simple to move around in and the built-in tools helped cut down the time it took me to respond. I also got a lot of value from the automation features.

Cons

At times, when I pasted text from external sources, the formatting didn't carry over properly in Intercom. It meant spending a bit of extra time fixing replies but it was never anything serious enough to be a dealbreaker.

Pros

Getting teams up and running with this platform is pretty simple and training our advisors on it doesn't take much effort. It offers a solid level of customization too which lets us create tags, build different campaigns and track CSAT effectively.

Cons

Roughly once a month, the platform seems to go down and during those times we have to rely on other ways to stay in touch with our customers.

Pros

It has become the hub for pretty much all of our customer communication. We use it for support, marketing emails, live chat, the help center and a lot more so having everything in one place is a big plus. Even with how much it can handle, it still feels simple to use.

Cons

The biggest downside is the pricing. If you end up using Intercom across a lot of areas, the cost can start to add up pretty quickly.

Pros

It works really well for keeping tabs on user engagement, support and marketing in one place. Being able to see what a user is doing on the site and then send targeted messages through email or chat based on specific conditions is incredibly useful. Both real-time and asynchronous communication are simple to roll out and manage and the analytics give detailed insight into how users are engaging.

Cons

Getting comfortable with Intercom does take a bit of time at first. The initial setup can be fairly involved and if you want more advanced or deeper site integrations, you may need help from a developer. That said once you get past the learning curve, it absolutely feels worth the time spent learning how to use the platform to its full potential.

Pros

Intercom's chat-style interface makes reaching customer support feel natural and it works well for explaining issues across different websites.

Cons

The targeted messages can interrupt customers while they're browsing a website. Even if the site is the one showing the message, Intercom should make those prompts feel less intrusive.

Pros

There are plenty of features built in, a lot of creative ways to wow customers and the integrations with other tools really help make day-to-day work more convenient.

Cons

The downside is that almost everything feels like an extra charge. Between the different pricing tiers, add-ons and upgrades, it can feel like they're constantly finding more ways to charge us lol.

Pros

It simply delivers every time. As a user, you always know what to expect and the visitors or customers you respond to through Intercom know what to expect as well. It keeps communication clear, consistent and well managed which leaves everyone satisfied.

Cons

I honestly never ran into any issues with this product. It consistently worked as expected and the customers we communicated with through Intercom were always satisfied.

Pros

Using this product feels very simple and the live chat approach remains one of the strongest options available for customer support.

Cons

The part I appreciate least is the limited number of integrations with other work tools. For instance, it would be helpful to create a Jira report directly from a user chat in Intercom.

Pros

The features I rely on most are the ability to search conversations by tag and the weekly report that shows open tickets organized through those tags.

Cons

Tag management is where the product could improve. Right now, handling tags feels a bit complicated and creating subtags should be more intuitive.

Pros

Building a custom bot with Intercom is pretty simple and getting everything set up doesn't take much effort either. It also comes packed with a lot of useful features.

Cons

Customer support is really disappointing. Responses can take up to 24 hours and sometimes they don't reply at all. When something goes wrong, there's no option for getting immediate help.

Pros

It has helped us handle customer support more efficiently in real time. It gives us one central hub to manage all of our day-to-day client communication which makes staying on top of conversations much easier.

Cons

Pricing can climb depending on your needs and how many extra features you want to add. That said the cost reflects the value and overall it's a really strong product.

Pros

Its an excellent tool for keeping our users informed and engaged. It's very simple to use and the support team has also been fantastic whenever we've needed help.

Cons

Other team members can make changes a little too easily which sometimes leads to confusion. I really wish there were stronger permission settings and more control over who can update what.

Pros

The design feels modern and fresh and it makes it very simple for customers to connect with a support rep.

Cons

Once our support team grew past 6 people, the platform started to feel inefficient and missing important team-focused features. The snooze function wasn't very useful and having to manually close tickets after they're resolved felt unnecessary. I also wasn't a fan of customers being able to see when a message was "seen," since that can create the wrong expectations around reply times. On top of that, the inboxes feel cluttered and the overall visual organization could be much better.

Pros

Right from the start, it made a big difference for me. I was just getting started working with clients through chat and was also learning a new system at the same time so I honestly wasn't sure how to handle everything. After my manager introduced me to Intercom, it quickly became a tool I really enjoy using. It's simple to work with, helps me stay on top of incoming tasks fast and keeps everything organized enough that I can chat with clients while also managing an internal marketing campaign in the same place.

Cons

There really isn't much to complain about. One minor thing is that the tool is also used for sharing information and at times it can feel like a bit too much detail. Even so, it still works well as a way to keep communication flowing.

Pros

Getting started was very simple and the contact analysis, email tools and in-app messaging all worked really well together. Even without any prior experience, I was able to handle everything I needed in the platform without any trouble. I probably didn't use its full capabilities but for what I needed, it worked just fine.

Cons

The pricing felt confusing and on top of that, it was simply too expensive especially with some unexpected changes along the way. Because of that, I wouldn't choose Intercom again especially since there are plenty of other alternatives available.

Pros

Intercom has become essential to the way we help customers in real time. It keeps our support fast and efficient and the integration with our app makes the whole experience feel seamless for customers.

Cons

Honestly I can't think of any real downsides when it comes to how our company uses Intercom.