Intercom Reviews

“Good luck getting support

Pros

Intercom's chat function works exactly as expected. We're currently only utilizing the chat feature and haven't explored the additional features yet.

Cons

Accessing live support can sometimes be challenging; when available, support often directs queries to existing articles rather than providing direct assistance.

“Highly recommended

Pros

For those seeking ticket management software, Intercom is a great choice. Features like automatic tagging, reporting, and easy collaboration are beneficial.

Cons

There have been instances where I've noticed delays in receiving notifications, which can be a minor drawback.

“The world of marketing

Pros

It's one of the best applications in terms of ease of use, packed with features that aid in marketing.

Cons

While it's a distinct application, its cost may pose a significant investment for small companies.

“Top software to communicate with our customers!

Pros

We use Intercom daily to send notifications, posts, chats, surveys, and product tours directly to our customers. It helps with training, sharing information, news updates, and gathering satisfaction feedback (NPS). The FAQ section and the ability to write and organize articles for our help center are particularly impressive. We also appreciate the wide selection of emojis available, which adds a personal touch. The app's design and statistics features are also noteworthy.

Cons

There's quite a bit of learning involved in configuring everything correctly for effective communication. While the introduction of new modules is exciting, it's unfortunate that each new module incurs additional costs for us.

“Really great software

Pros

Simple, fast, and intuitive. Intercom is a top-notch software that efficiently manages multiple conversations. It also allows us to create collections of articles for a comprehensive help center for our customers.

Cons

It would be helpful if tags in conversations were more prominently displayed, perhaps using different colors to enhance visibility.

“Proper customer service tool with extra features.

Pros

Intercom goes beyond basic customer service tools by offering extensive integrations like "Tours," which significantly boost acquisition rates and revenue.

Cons

Intercom's pricing aligns well with its competitors, but costs can escalate with additional add-ons and features.

“Simply essential

Pros

This software enables us to efficiently manage our help center with a variety of articles.

Cons

I can't seem to find any drawbacks at the moment; everything seems to be running smoothly.

“Intercom: my favorite software

Pros

What I really appreciate about Intercom is its wide range of features and customization options. Thanks to Intercom, I can now provide our customers with a comprehensive FAQ, manage NPS scores, handle chats, and more. This tool has made managing communications a breeze and is incredibly intuitive to use.

Cons

The customization options for statistics sometimes feel limited and could use more flexibility.

“An indispensable tool for a CS service!

Pros

I love everything about this software: from the chat functionality to the help center and in-app messages, it's all perfect!

Cons

Certain features that are visible in higher-tier plans are not accessible in our current plan, which can be a bit frustrating.

“Great customer service tool

Pros

The live chat tool has transformed our customer support experience, allowing users to reach us instantly for assistance. Embedding the chat link on our site was effortless and felt like magic.

Cons

As a small business, one of our main concerns with Intercom was its pricing, which seemed a bit steep.

“A complete tool for CS

Pros

I place high importance on the ability to respond promptly to user inquiries, ensuring they receive swift and efficient assistance. Equally crucial is the capability to promptly notify my team members of relevant developments or actions required, fostering seamless collaboration and ensuring timely resolution of issues. Also, I greatly appreciate the ease with which I can track and manage every conversation, maintaining clear oversight and ensuring continuity in customer interactions. These functionalities not only streamline our workflow but also enhance our ability to deliver exceptional customer service consistently.

Cons

I believe there's room for improvement in making the tool more intuitive for users like myself.

“Decent software for Customer engagment

Pros

The biggest advantage of Intercom lies in its extensive array of options. With Intercom, we can send bulk messages, respond to incoming queries, and create tooltips or product tours. It's a software that meets almost all our business needs.

Cons

Many of the functions appear to be basic, minimum viable products (MVPs) rather than fully developed features. Specifically, the options for customer engagement feel restricted or unreliable. Moreover, the user interface lacks consistency; for instance, dark mode is only available in the inbox and not across other sections, which can be quite irritating due to the inconsistency.

“A great chat tool but expensive for startups

Pros

The UI/UX of Intercom is superb and serves as a benchmark for many competitors. Once set up, Intercom seamlessly handles all chats and leads.

Cons

If you're a smaller customer, the support service might not be as responsive as one would hope. Fixes and updates often take longer than expected, and the overall cost can be on the higher side.

“General Chat

Pros

This tool simplifies and enhances team communication, promoting seamless exchanges and effortless discussions.

Cons

In terms of effectiveness, I find Intercom to be highly effective and would recommend it without hesitation.

“Great features to pay for

Pros

Live chat functionality, in-app integration capabilities, help center management, and automation features.

Cons

The pricing structure and occasional lack of intuitive usability in certain areas are points where Intercom could improve.

“Been using for a few months, will consider if I got for paid version

Pros

So far, the tool has been effective for managing customer tickets and chats, though I find some features aren't fully justified for the price.

Cons

Compared to similar tools available in the market, Intercom's pricing may seem slightly higher, which could pose a challenge for startups and smaller businesses.

“Great live chat and marketing tool

Pros

It's easy to use and truly one of the best tools available. Intercom offers alot of features, from simple user interaction via chat bubbles to advanced email marketing tools and AI bots. The range of integrations with other services is impressive.

Cons

Many advanced features are behind paywalls, and the different service tiers and bundles can be confusing to navigate.

“Great live chat

Pros

I used Intercom in a previous role, and it was perfect for our customer support needs. Integration was simple.

Cons

The integration options with other systems are somewhat limited, which may be a consideration depending on your organization's needs.

“Intercom helps us

Pros

Intercom empowers our customers to reach out to us conveniently and at any time that suits them.

Cons

Being a network-based service, occasional connectivity issues can arise.

“A great communication platform

Pros

The live chat feature is incredibly intuitive, enabling instant interaction with customers and swift responses to inquiries. The automated messaging system has revolutionized our customer engagement, significantly improving customer retention. Its seamless integration with our CRM and other tools makes it a central hub for all our customer communications.

Cons

For small businesses, the overall cost of using Intercom can be relatively high. Depending on your requirements, selecting a suitable plan that matches both your needs and budget is crucial. Furthermore, new users may find the learning curve to be quite steep.