Intercom Reviews

“perfect overview of conversation history

Pros

When a new email arrives, we get a perfect overview of the conversation history and can easily search through past emails or subjects.

Cons

A lot of our emails land in the recipient's spam folder which forces us to re-send them through Gmail and slows everything down.

“A huge time saver!

Pros

Saving pre-written replies for common questions saves us a lot of time. Our team can find them instantly, use them as they are or adjust them for the situation. I also love that we can tag users who report bugs or suggest features and then email them directly when we fix their issue or add their idea. This makes us look very responsive.

Cons

The cost might be a consideration but we have no real complaints. Since we run our entire support operation on it, the value it provides is well worth the price.

“helpful for lead generation

Pros

The live chat and automated messages help us stay connected with visitors who browse our design portfolio, turning casual viewers into genuine leads.

Cons

As per me the pricing can get very expensive if you need advanced features which makes it tough for smaller agencies to grow their usage affordably.

“Sales team is AWFUL

Pros

This software performs flawlessly and works exactly as promised across all communication channels. But to be fair, we could probably say the same about their main competitors.

Cons

Dealing with their sales team is a terrible experience. We have been customers for over two years. Their salesperson contacted me in January and when I asked if anything had changed, they said no. But they had actually just introduced new, much lower prices. Our contract automatically renewed in February at the old, higher price. When I asked to add a user at the new price, they repeatedly sent contracts with the old pricing and tried to hide thousands of dollars in extra fees. It took many frustrating calls and emails to fix it. I love the software itself but I always warn people about the awful, commission-driven sales team.

“absolutely best fin AI agent

Pros

The Fin AI Agent is absolutely the best. It is incredibly simple to set up and delivers outstanding customer service. We actually switched to Intercom specifically for Fin and it has been even better than we hoped. Our resolution rates and customer satisfaction scores have been incredible. It is also impressive to see how rapidly Fin is improving, with new and useful features being added all the time.

Cons

Since we moved from Zendesk, we have noticed Intercom is still missing a few features like nested attributes and some specific call metrics.

“Simple to use :)

Pros

Intercom platform is simple to use with solid features and it integrates smoothly into our website.

Cons

The chat can feel a bit invasive at times and I feel like it would be nice to have more control over how and when it appears for users.

“A clean and user-friendly design

Pros

The clean and user friendly design provides a smooth user experience that makes people trust the product more. Also the user interface is beautifully crafted.

Cons

Keep in mind that the cost becomes quite high as you need to add more user seats for the entire company.

“Instant live chat feature is the best

Pros

Well the live chat feature is my favorite because it lets me answer customer questions instantly and view all their information in a single, convenient location.

Cons

Most of the time conversations load quickly. But sometimes, new messages take a while to appear. This is really annoying when I am handling multiple chats at once during a busy time.

“Practical tool with smooth integration

Pros

I really like how practical the tool is and how smoothly it connects with our Moodle learning management system.

Cons

To be honest I do not have any real complaints. If I was forced to suggest something, I'd maybe make the admin dashboard a bit more user friendly and easier to navigate.

“So many useful options!!

Pros

Honestly, this tool offers so many useful options. Plus having all my data centralized makes my job much simpler and using macros and help articles has significantly boosted my efficiency.

Cons

When we actually need help from a person, it takes a long time to get connected with a support agent.

“Incredibly simple tool

Pros

The system is incredibly simple to use. Nothing is confusing or complicated as it is all very user friendly. Like we do not need to be tech-savvy to understand it which is a massive benefit.

Cons

Seriously, no cons to mention as its the best..

“An indispensable management tool

Pros

I have been using this system for more than a year now and I am just grateful it exists. There was a bit of a learning curve at first but once you get familiar with the dashboard and all its features, it becomes an indispensable tool for managing lots of inquiries and resolving customer problems.

Cons

One feature I am not a fan of is that you cannot prevent teammates from accidentally closing conversation threads. So it creates a lot of confusion when a ticket gets closed by mistake.

“Simple management with perfect integrations

Pros

Managing customer support conversations is simple and it connects perfectly with our main platform as well as the other third-party apps we use.

Cons

The AI assistant does not always get things right and could definitely be more reliable.

“efficient but impersonal automation

Pros

It was such a relief not having to be constantly online to respond to live chats myself.

Cons

One thing I noticed is that a lot of users would just get annoyed and immediately ask to speak to an actual human agent instead.

“An extremely valuable AI-powered chat

Pros

An AI-powered chat that's available around the clock is an extremely valuable asset for us. Plus it ensures customer questions get attention even when our team is not working.

Cons

I feel like the cost can be a bit high for smaller companies and sometimes the system's response time feels a bit sluggish.

“Very basic with a clean design

Pros

It is very convenient, integrates well with our own product and has a clean, attractive design.

Cons

On rare occasions I find it tricky to locate old chats just by searching for a specific keyword.

“Relying on the fin AI bot for daily chats saves time

Pros

Lately I have been relying on the Fin AI bot to assist me with daily chats and common customer questions and it is serving me well.

Cons

It is frustrating that we are forced to upgrade to a more expensive plan to access certain features that initially seemed like they should be part of the basic package.

“segmentation tool is the best

Pros

The segmentation tool is my favorite part as it lets me sort our customers into specific groups depending on their activity and profile. I also love that I can use the messaging system to offer quick, customized help.

Cons

Well the interface is not the most user-friendly and I wish they would add more features while also making it simpler for new people to find their way around without feeling overwhelmed.

“Allows us to reply directly on our website!

Pros

Being able to reply directly on our website without switching between different apps or email is what I enjoy most. The automation is a lifesaver too for handling repetitive questions which makes the work much less monotonous.

Cons

Several of the more advanced tools are locked behind expensive premium plans which makes them less accessible for smaller companies on a budget.

“Packed with a wide range of functions

Pros

The platform comes packed with a wide range of functions and connects well with other services.

Cons

There is no real onboarding support from their sales or customer service teams to help us get started.