Intercom Reviews

“Impressed by the unified workspace

Pros

I am impressed by the unified workspace for agents and how much we can customize it. Plus pulling in external data is far simpler here than with our old system or other platforms we considered.

Cons

The cost feels a bit high to me especially since important features like balanced workload distribution for agents are only available on the most expensive plan.

“Very user-friendly

Pros

We do not need much training to get started as the tool is very user friendly and easy to use.

Cons

It is pretty expensive and the AI feature charges one dollar for every answer it gives which is much more expensive than other AI tools.

“An engaging live chat with helpful reports

Pros

The live chat feature is engaging and the performance reports we get are really helpful for tracking how we are doing.

Cons

We cannot search through our solved tickets which makes finding old, resolved issues difficult.

“Essential to our business and customer service

Pros

Intercom software is essential to our business and key to our great customer service. It fits perfectly into our product and our customers often compliment us on our fast response times.

Cons

The spam filter sometimes acts strangely and incorrectly flags legitimate support requests as junk which can negatively impact our customer satisfaction scores if we do not catch it.

“complete all-in-one solution

Pros

It is a complete, all-in-one solution that fits so well into our business and now it has become a core part of everything we do.

Cons

With so many different settings and choices, it took me a while to learn where everything is and what it all does not because it is hard but because there is just so much to explore.

“Powerful but Expensive Platform

Pros

In my role, I've found this platform to be a game-changer for how we communicate with customers. It's specifically designed to make those conversations smoother, which is exactly why our team relies on it for delivering instant support

Cons

It is an expensive system with limited options for customizing the chatbots and I noticed there is a significant amount of time required to learn how to use it effectively.

“So many capabilities in one tool

Pros

It has so many capabilities that we never need to use another tool for any of our client support needs.

Cons

Small glitches sometimes happen like when we try to tag people after importing a CSV file.

“Automates routine jobs

Pros

I really like how it automates routine jobs like sending the first message to engage a lead and making sure that lead gets sent to me and not another rep in a different territory. The feature that tracks a prospect's activity on our site is also incredibly useful.

Cons

The automated messages save a lot of time but they at times feel a bit generic or unnatural to me.

“AI powered features that truly stand out

Pros

The AI-powered customer service features are what stand out to me.

Cons

It offers limited third-party connections

“Dependable system!

Pros

It is a dependable system for handling all our customer service needs.

Cons

I do not have any major concerns or worries about using it.

“Great support chatbot

Pros

The support chatbot is great and I find it very simple to share with customers.

Cons

As per me the price is significantly higher than many other similar platforms.

“Simple interface with interesting AI integrations

Pros

I love how the interface and API are pretty simple to use and the AI integrations and product features are really interesting too.

Cons

There are problems with fundamental features like merging customer profiles. Though the development team appeared aware of these issues but was slow to address them.

“essential for customer engagement

Pros

This platform has been absolutely essential for managing and growing our customer relationships. We can group our customers to send them personalized messages, run marketing campaigns and collect feedback with in-app surveys. A major benefit is the detailed reports that let us track customer engagement and behavior.

Cons

Even with all its great features, the cost is quite high for small companies or teams that do not have a huge volume of customer conversations.

“An excellent support team

Pros

The customer support team is excellent and the initial setup process was very smooth.

Cons

I feel like it is too expensive and the cost does not always seem to align well with what's included in each plan.

“Very easy to use

Pros

It is very easy to use and features like macros, tagging contacts and transferring conversations between teams are extremely handy. The AI co-pilot is also a big help, reducing the number of chats we have to manage directly.

Cons

Sometimes it slows down or freezes which forces us to refresh the page to get it working again.

“Live chat that works wonderfully

Pros

The live chat works wonderfully with its automated messages and it is simple to add to our websites, it is fast and reliable and it lets our team offer instant support.

Cons

While it is a bit pricey and could be more clear about costs, the value we get seems to justify the investment.

“Easy to get started!

Pros

Getting started is easy, the learning curve is also short, it comes with a strong set of features and the integrations with other tools are excellent too.

Cons

Nothing much but figuring out how to manage the backend settings and administrator controls has a bit of a learning curve.

“Simple interface that is easy to navigate

Pros

My team and our users both find the interface very simple to navigate and I love that I can add it to any website page with a small bit of code, use the mobile app to handle conversations on the go and rely on the Fin AI to automate customer discussions.

Cons

The price feels a bit high for new startups, even with their discount. It also has a steep learning curve, so we have to watch many tutorials to truly understand how to use the platform.

“not the best for marketing and sales

Pros

We use it to screen potential leads and direct existing users to the right help articles for support.

Cons

It is not the best tool for marketing and sales teams as it is missing key features like accurate campaign tracking and the ability to send complete location details like city and state to our Salesforce CRM.

“Powerful chatbot

Pros

It is a powerful chatbot that's excellent for helping us attract new customers.

Cons

The initial setup was pretty time-consuming and keeping everything running smoothly also requires a regular time investment.