Intercom Reviews

“Intercom is a helpful tool that can help your company expand”

Pros

One of my favorite features of Intercom is its keyboard shortcuts, which enhance efficiency in communication. It allows users to include gifs, emoticons, photos, and comments on conversations about any topic, creating a lively atmosphere. The system analyzes conversations and flags potential repetitions.

Cons

If you have a high volume of active chats, the search function might take longer than expected to retrieve specific information, which can be frustrating during time-sensitive situations.

“A Workhorse”

Pros

Easy deployment on our platform enabled us to start using it right away.

Cons

Enhancing the metrics available for analysis could provide more comprehensive insights.

“A great support system tool.”

Pros

It's excellent for managing live tickets, distributing them across our team efficiently. The AI incorporated into the chat feature is also impressive.

Cons

Scaling the pricing structure can be a bit challenging, especially for larger teams that require more extensive features and support.

“Easy way ro communicate with your customer”

Pros

A simple way to communicate with customers using various tools. It keeps a comprehensive database of customer interactions.

Cons

Having experience with other software in the same category, I find it a bit more challenging to manage multiple customer conversations simultaneously, but this minor inconvenience doesn't detract from the platform's overall quality.

“I help my company with the support for clients and we use intercom”

Pros

Clients love the sleek interface, which helps me effectively communicate with them and solve their issues.

Cons

I haven't encountered any aspects of Intercom that I dislike; overall, my experience has been positive and the platform meets my expectations.

“Comprehensive communication tool”

Pros

Intercom is incredibly user-friendly. It empowers me to segment contacts effectively and communicate seamlessly with all our customers. Overall, it's a simple and reliable tool.

Cons

Without excessive module costs or charges per contact, Intercom proves to be a highly cost-effective software solution.

“an excellent tool for streamlining product onboarding and simplifying the adoption process.”

Pros

It offers a easy onboarding solution that flexibly promotes our products. It allows us to effortlessly create and test flows, use segmentation effectively, and utilize templates for targeted landing pages. Setting up flows is simple, and Intercom continually enhances its capabilities to deliver the right messages and create additional flows, ensuring a positive user experience.

Cons

In my experience, there's nothing specific that I dislike about Intercom, the platform consistently delivers professional service and ensures that all tasks are executed correctly and efficiently.

“All-in-one tool”

Pros

It brings together pretty much everything needed for support management in one place, from live chat to a help desk and ticketing. Because of that, there's no need to juggle several separate tools or deal with the extra hassle of integrations between them.

Cons

I honestly don't have any complaints about it. The platform keeps evolving actively and stays current with new technologies.

“Beginner-friendly”

Pros

Getting started with this system was very simple even as a first-time user. It offers the right amount of detail without feeling too complex or overwhelming. It also reminds me of another email tool we use which made it feel familiar right away. The quick features and user-friendly interface especially the funny and helpful bot, really improve customer service and contribute to excellent client satisfaction.

Cons

It sometimes struggles to load certain conversations and that has been a significant downside. In a customer service role, you're often handling calls while waiting for the inbox to pull up the customer's information. That delay, along with a few other issues, has slowed down the overall workflow of our support team.

“centralized solution”

Pros

Being able to keep all the information together and have the sales, customer success and marketing teams working in the same place is a huge advantage. The solutions have an impressive UX and are very user-friendly to use.

Cons

Because it centralizes all communication with customers and prospects, you usually end up relying on the full suite and the bill can get pretty expensive by the end of the month.

“Helpful automation and quick support”

Pros

Handling tickets and replies feels much more organized with this platform and the automated features really help simplify day-to-day work. It's also very convenient to find articles and macros quickly when I need to share them with customers. On top of that, the option to use emojis and GIFs in conversations adds a fun, personal touch.

Cons

One thing I do miss from our previous software is being able to see what the customer was typing before they actually sent the message. That made it possible to prepare a response faster by following along as they wrote and I wish that feature was still available.

“Vast range of features”

Pros

It's been one of the best discoveries for our company. We use it every single day and it comes with an endless range of features.

Cons

Even though it makes sense that it's a paid tool, we haven't been able to take advantage of some of its features because their cost is too high.

“essential for my workflow”

Pros

Whenever customers send us questions, the notifications hit Slack right away which has been incredibly helpful for our team. Intercom does take some effort to set up because it's fairly complex but at this point I really can't imagine working without it.

Cons

The API integration is pretty involved to configure and every time we change something in our product flow, it has to be updated again as well.

“Improved how we handled customer interactions”

Pros

Right from the time we started using it, there was a noticeable improvement in how we handled customer interactions. One of the features that impressed me most was the live chat. Our team can now answer customer questions and concerns in real time and that has led to a much higher level of customer satisfaction.

Cons

Even though it provides a wide range of valuable features and has been an essential tool in my work experience, it's worth pointing out that the pricing can feel high for some businesses especially those that are just starting out or working with tighter budgets.

“Well integrated software”

Pros

Everything works together smoothly and we really love how well all the pieces are connected.

Cons

The biggest issue we ran into was the cost and at that point it was simply too expensive for us.

“excellent customer chat tool”

Pros

It is a really good chat platform for communicating with customers and staying connected with them effectively.

Cons

There isn't anything in particular that I dislike about it.

“Feature-packed”

Pros

It really stands out for the wide range of features it includes. Beyond just supporting manual chats, it also offers Fin, its AI bot, along with tools for email marketing, product tours and several other useful options.

Cons

With so many features available, getting familiar with all of them can feel a bit overwhelming. It's not always clear where to find the right guidance and I'd much rather have video tutorials since Intercom seems to rely more on articles.

“Useful features”

Pros

Intercom is a communication and marketing platform packed with innovative, promotional features that help businesses stay closer and more connected to their customers.

Cons

Feels like a very essential piece of software and it doesn't really have any major design flaws to point out.

“complete solution”

Pros

This tool has been fantastic for handling customer support. It includes just about everything you'd expect from a CRM and customer support platform so it covers nearly all the needs in one place.

Cons

The pricing is extremely high and if you're not a bigger company that can secure a discount, it's very hard to afford and realistically use.

“Tidy interface but costly software”

Pros

It has a really attractive interface and handling support actions with a user is quite simple.

Cons

The downside is that absolutely everything costs extra. If you want any add-on, be ready to pay separately for it. And I really mean everything is charged on its own. It's basically the most absurdly priced product I've ever seen.