Intercom Reviews

“Interface is good but needs improvements

Pros

The user interface is so simple that I never have trouble locating the feature or information I need.

Cons

Though the user interface is simple to use but the overall design feels a little old-fashioned to me.

“Packed with helpful tools for large-scale support

Pros

Intercom platform is packed with helpful tools for large-scale customer support. My top features are being able to assign emails, leave internal notes for colleagues and seamlessly switch back to client conversations.

Cons

A constant sound plays whenever the desktop app is open which is very distracting when I am trying to work on other tasks. I have never found a way to turn it off. Another issue is how overwhelming it is for new users as it is not as simple to pick up as other software.

“Very easy to use with powerful AI features

Pros

It is very easy to use and the AI features are very powerful.

Cons

As per me the analytics and reporting features can be difficult to figure out and use effectively.

“Great experience for handling support chats

Pros

Handling support chats is a great experience. Also it is easy to see which conversations need immediate attention and when a chat is done, you can easily set a reminder to follow up later. We are also just starting to use the AI feature and it has been working well for us.

Cons

When there are a lot of active chats, it can get confusing to track which agent is handling which conversation and which ones are still available to pick up.

“An incredibly strong AI with poor customer service

Pros

The Fin AI agent is an incredibly strong feature that has drastically cut down the time we spend on support tasks.

Cons

Well the customer service is very poor and they show no desire to offer real-time, live support.

“very comprehensive top-tier solution

Pros

It is a very comprehensive solution and likely the top option in its category.

Cons

The price is significantly higher than many other competing platforms I come across.

“Brings together service, marketing and sales tools

Pros

My favorite thing is how it brings together customer service, marketing and sales tools in a single platform which makes direct and effective user communication simple. The Intelligent Live Chat is particularly impressive.

Cons

It works well for medium and large companies but its structure and pricing model are not a great fit for startups or small businesses without a full-time support or sales team. I also find it overly complicated for simpler needs. And since it is priced per user or per interaction, your expenses can increase dramatically as your customer base grows.

“fairly easy to set up and very simple to use

Pros

Getting it set up is simple and I find the platform very simple to use.

Cons

This is a very costly piece of software. So I would say for a new startup, it is a significant expense that requires careful consideration.

“Impressive and all-inclusive technology

Pros

The technology is impressive and I like that it is a very all-inclusive system.

Cons

I think the new AI functionalities can feel a bit complex and technical to master for many.

“pretty modern and user-friendly layout

Pros

Intercom layout is simple and user friendly especially for customer support which makes it easy to find our way around.

Cons

To be honest I cannot think of any negatives. It has been fantastic for our customer service and the automation is incredibly simple to configure.

“Completely transformed how we talk to customers

Pros

This tool has completely transformed how we talk to our customers. We can automate messages that still feel personal which saves us time and makes our communication feel more genuine. Also it has greatly improved how we onboard users, leading to much higher engagement and a better customer journey.

Cons

I am a big fan of the platform but the costs do add up quickly as we grow our usage. It also took our team a while to get comfortable with the more powerful tools and configure the intricate automations. For a new or small team, this initial complexity could be daunting.

“professional workspace limited by its integrations

Pros

this platform creates a comfortable and personal atmosphere while still being a professional and effective workspace. we can set up multiple specialized inboxes to optimize workflow and the automation options are really solid.

Cons

the platform has fewer connections to other tools than some of its competitors. this means we often have to click through several screens to complete a task. it might not seem like a big deal at first but when you do it all week, you realize how much time and money better connections could save.

“Works perfectly for email & live chat

Pros

It works perfectly for both email and live chat support. The automation rules help us filter out simple notifications so our main inbox only contains messages that need a real response.

Cons

I would prefer a simple monthly fee instead of the current pay per use billing model.

“A professional live chat solution

Pros

It is a widely-used and professional live chat solution that most people already know how to use.

Cons

The pricing can feel a bit steep if you only have a handful of people on your team.

“incredibly useful for chat and automation

Pros

honestly, it is incredibly useful for chatting with both leads and customers. We can set up automated message sequences and even customize them based on user actions.

Cons

well the cost is genuinely too high and every new feature comes with an extra charge. We cannot afford to use additional tools because this service is already the most expensive one our company pays for.

“A top-tier tool!!

Pros

In my opinion it is a top-tier tool for having real-time conversations with customers.

Cons

While the price is on the higher side, the advantages we get from using it make the cost worthwhile.

“Easy to use!

Pros

I love how easy it is to use and that it works both as a live chat tool and as a knowledge base for support articles.

Cons

It is not very easy to sort and segment our customers when using the email feature.

“powerful unified inbox

Pros

Intercom software lets us message customers in real-time across different channels like email, your app and social media, all from a single place.

Cons

The entry-level plans do not include full automation and audience filtering tools. It also demands a significant time investment to master all the platforms functionalities.

“My favorite part is the fast fin AI

Pros

The Fin AI is my favorite part because it resolves customer issues much faster and I find the pricing structure very simple.

Cons

Getting the platform completely set up is a lengthy process and unlike some competitors, I noticed it does not provide free integration with WhatsApp.

“a confusing and expensive billing model

Pros

Its design is excellent and the editor for writing help articles is really simple to work with.

Cons

The billing model is incredibly confusing. We got charged extra fees depending on which communication tools we used, sometimes based on all users and other times on active users. It felt like a per-use charge but they had two conflicting definitions for what counted as usage. They also bundle features into three separate products and while we could sometimes pick a light version of one package, a feature we really wanted was locked inside a different, expensive bundle we did not need which makes it too costly to add.