Intercom Reviews

Pros

Keeping up with customers is much more simple with this program. The interface is clean and user-friendly so starting conversations and keeping them going feels very natural. On top of that, the customization features let me adjust messages for different customer segments or send targeted communication based on automated triggers. I also value how well it connects with other platforms like Salesforce and Zendesk making it possible to reach customers through multiple channels. The reporting tools are especially useful for tracking user behavior and helping me respond quickly when customers need support. All in all, Intercom has been an excellent way to stay connected with customers, whether I'm sending newsletters or setting up automated support.

Cons

It has been very reliable overall, with just a few small hiccups or occasional delays once in a while which are understandable. Other than that, it works consistently well and that really reflects the effort the development team has put into it. Their work has clearly played a big part in keeping the system running dependably.

Pros

The most valuable parts for me are the live chat, user segmentation, customizable chatbot and automated messages. It feels like a user-friendly platform overall which makes it pleasant to work with.

Cons

There are still a few areas that could be better especially the user interface, customization options, integrations and the search function.

Pros

Intercom has been an excellent fit for both our website and mobile app thanks to how smoothly it integrates with each. The chat interface is very user-friendly and it lets me connect with customers in real time which has been fantastic for improving overall customer satisfaction.

Cons

can feel a bit expensive especially for smaller businesses.

Pros

The custom macros and AI assistance have been really useful. It's also a big plus that I can view a partner's previous chat when they start a new conversation but are still referring to something discussed earlier.

Cons

I'd love to have the option to build my own custom macros instead of being limited to company-created ones. I also wish the mobile app let me customize notification settings, like choosing a specific ringtone.

Pros

This app has been extremely useful for my business.

Cons

At times, a few features felt a bit slower but nothing that gets in the way of daily work.

Pros

Getting everything integrated was quick and simple and all the features have worked exactly the way we expected them to.

Cons

No issues at this point. Right now, it's been perfect for handling my customer service needs.

Pros

Using it feels very convenient, I can chat with each user in real time and the design layout looks excellent.

Cons

It still seems underused and not very well promoted so sometimes users don't end up accessing it.

Pros

Bulk SMS is what really won me over. Being able to reach customers so easily makes this the best app option for what I need.

Cons

As far as the features and the functionality I use, everything has been meeting my expectations.

Pros

built-in in-app messaging works well for marketing and the bot feature is also a strong part of the platform.

Cons

Where it falls short is customer support ticketing. It's missing a lot of the features needed to adapt the software to support-specific workflows, including interface customization, workflow setup, triggers and automation rules. Because of that, it doesn't do enough to improve the efficiency or overall effectiveness of customer support operations.

Pros

The product itself performs well and we likely would have kept using it for a long time if their billing and support hadn't changed.

Cons

Support has been stripped down to the bare minimum even while paying them $1,200 a month. Reaching an actual person is a challenge. If they were trying to sell us an add-on, I'm sure they'd answer immediately.

Pros

The way Intercom handles interactions with potential customers is outstanding. It gives us a clear view of who's interested in our products and helps us understand the best way to approach them.

Cons

The monthly cost feels a little on the expensive side.

Pros

Back in 2018, we started using it and the platform has evolved dramatically since then. A lot of new features have been added over the years, to the point where it now feels like a true all-in-one solution.

Cons

The most frustrating part is the purchasing process, there are too many calls with sales reps and you end up repeating the same story over and over. If you're a startup, it may be better to choose something faster to implement and simpler to get going with.

Pros

It feels user-friendly to use and most settings are fairly easy to locate. It also integrates well with Slack. Managing the knowledge base is simple and the final result looks clean and polished. On top of that, the API documentation is complete and clear.

Cons

Handling teams can be difficult. The automatic ticket assignment still needs improvement and there's no integration with Aircall.

Pros

An excellent platform for building engaging customer journeys, handling support, promotions, lead conversion and even hosting a help center all in one place.

Cons

Intercom's support could be a bit faster since replies can sometimes take up to a day.

Pros

It's reporting and analytics tools have given us really useful visibility into customer conversations and engagement trends which has helped us make more informed decisions around support and retention.

Cons

One thing that could be better is the pricing structure which feels less flexible than I'd prefer especially since features like advanced reporting and integrations come with added costs.

Pros

This is an interesting piece of software and I would definitely recommend it.

Cons

It just needs a few more features to be developed and it would likely see even wider use.

Pros

Intercom gives you a full-featured live chat platform that helps customers connect with you anytime. The interface is simple and user-friendly which really sets it apart from many other tools. It also lets anyone build their own chatbots without needing any technical background which makes it very accessible.

Cons

Overall everything works well but the hardest part to deal with is the pricing. It is much more expensive than many other software options so newer businesses may not be able to afford it. If the cost were reduced, it would easily stand out as one of the best live chat solutions available.

Pros

It has helped us build really effective automated communication for customers. It improved how people engage with our website and, in the end, contributed to higher sales.

Cons

Pricing is on the expensive side and could definitely be improved. It also takes quite a bit of learning for beginners before they can properly set up the communication workflows.

Pros

This tool improves customer engagement and retention and it also adds to overall team productivity.

Cons

The pricing is a little on the high side and it has some limits when it comes to scalability and customization.

Pros

Its so simple to work with. The interface is clean and well laid out so it doesn't take much effort to locate the tools and features you need. It's also a flexible platform which makes it possible to adjust it to your specific requirements. You can build your own messaging campaigns, automated messages and chatbots or go with the pre-built options that it already provides.

Cons

The automation features can feel somewhat limited. Although there are several types of automated messages available, the lack of more customizable workflows or triggers may make it harder for businesses to automate more advanced or complex processes.