Intercom Reviews

Pros

Setting it up took hardly any effort and its UI/UX is by far the best I've used.

Cons

It does come at a pretty high price but considering the value it delivers, I'd still say it's worth it.

Pros

Getting around the software is very simple. The icons are clear enough that you don't need any special training to understand what they do.

Cons

There are times when it takes a while to load. Since it's web-based, I understand part of that can come down to the internet connection but even with a strong connection it still feels slow now and then.

Pros

It lets you send push notifications without having to build anything on your own side.

Cons

push notifications don't support sending images.

Pros

Intercom feels lightweight, quick to roll out and very friendly for end users. We rely on it every day to give our users timely support and to stay in touch with customers consistently.

Cons

One area that feels underdeveloped is Intercom's Articles feature since it's missing some basic capabilities that other help center tools already include. It also falls short on a few end-user privacy controls, like avoiding inferred user location which can create challenges when dealing with international privacy regulations.

Pros

Right away, it's interface feels welcoming and user-friendly. The training videos I've watched have also been improving which makes it easier to get up to speed.

Cons

The pricing model is still a little hard to follow. They also offer a lot of bot-related features and the naming around those can be somewhat confusing too.

Pros

It has been a really powerful tool for us and it's also very simple to work with. Getting everything up and running took hardly any effort and even our business users, who had never handled customer support before, were able to pick it up quickly. Our users have been happy with it as well which has made the experience even better.

Cons

Costs can climb pretty fast if you want the entire team on the platform. We'd really like our engineers to jump into support conversations too but for a small business, having everyone use it ends up being a bit too expensive.

Pros

The product quality really stood out and it was very simple to use.

Cons

The cost is far too expensive for a startup.

Pros

The software itself feels very high quality and the messenger works really well.

Cons

The pricing is just too high. I ended up moving from Intercom to another product because it became too expensive.

Pros

It helps us respond to website visitors much faster and makes our workflows far more organized. It's useful for coordinating both the support and sales teams and it lets us get feedback back to customers much more quickly. The option to schedule automated messages and set reminders is also really helpful since it keeps conversations from slipping through the cracks.

Cons

Getting comfortable with all of its service features takes a bit of time so there is a mild learning curve. It also needs to be set up carefully, otherwise the whole team can end up receiving too many daily email notifications.

Pros

One thing that really works well is how it keeps track of customers and their activity across the site. Having support available to our users at any time is something we really need and Intercom helps us deliver that consistently.

Cons

The part that's frustrating is how confusing some of the flexible features can be. It feels like the platform was made so customizable that for an average user, it becomes harder to figure out how everything fits together.

Pros

It ended up being useful in a lot of different ways. It worked really well for chatting with users who were still in their trial or already inside the product and needed support. I could also see which trial users were online at the time, how many sessions they had logged, how many people they had added to their account, what country they were probably in and their names and email addresses.

Cons

The way the chat assignment rules are set up could definitely be presented more clearly. At times, it was confusing to tell who on our team would be assigned certain conversations and when that assignment would happen.

Pros

Across my company, it gets used constantly. We run online classes and rely on it for everyone to stay in touch and it works really well. On top of that, it's very simple to understand.

Cons

Theres occasional connection trouble but that's something that can happen with pretty much any internet-based software.

Pros

Using Intercom on our website has made client conversations much easier to manage and it's really helpful that anyone on the team can jump into a chat whenever support is needed. The option to tag a teammate and leave notes right inside the same chat window saves a ton of time.

Cons

At times, even when I assign a chat to myself, the notifications come through a bit slower than I'd prefer. That creates unnecessary waiting time for the client.

Pros

Working with customer service feels much more manageable with this tool. It keeps chats and emails together in one place and the prewritten reply options save a lot of time and make everyday tasks much simpler.

Cons

The pricing can get very high since it charges per user so as the number of customers and support agents grows, the cost increases quite a bit for the company. Some reports are also a bit confusing and hard to generate.

Pros

The knowledge base section works really well and is very simple to embed into a website.

Cons

There's a bit too much going on across the platform and it could be simplified more for beginners.

Pros

Having email and live chat together in a single platform has been a big plus. It also connects with a wide range of other tools and the built-in reporting along with the many standard features makes it feel very complete.

Cons

One thing it still lacks is the ability to merge tickets the way some other platforms can. A few of the reports could also be more detailed, with better drill-down options and deeper insights.

Pros

Customer support functionality lets us talk directly with users inside the app.

Cons

Pricing changes too often and lacks transparency which is frustrating. Several areas of the platform feel slow and a lot of tasks that should be handled in bulk still have to be updated manually one at a time, like changing a variable in a user or lead profile. On top of that, the support has been underwhelming which is disappointing for a company focused on customer support.

Pros

Running a software business feels much more manageable with this platform because it makes staying in touch with users incredibly effective. It gives customers a way to reach out for help or guidance whenever they need it which is a huge advantage.

Cons

The product tour feature could be much better in terms of usability. It tends to lag quite a bit whenever I try to build a tour which makes the process frustrating.

Pros

Really pleased with how well it connects with Help Articles and the option to send targeted campaigns based on app engagement is a big plus. The special pricing for startups is also a nice benefit. There's plenty of flexibility to expand and grow into the Intercom platform over time.

Cons

The pricing structure doesn't work equally well for every business model and it can be confusing to figure out. Costs can also climb pretty fast depending on how many products you add and the type of business you run.