Conversational Cloud vs Intercom Comparison

I liked that it alerted you on replies and new messages almost instantly. This was the first conversational/relationship platform I used for work and it was good enough.

It was kind of confusing which is why I would always avoid checking my inbox. It took a while to get adjusted to the software because it wasn't clear how the messages were formatted or showing up from the front end. It's really easy to get lost in all the technical details and options Intercom has to offer.

Hi Sara, thanks for taking the time to leave us this review and send us on your feedback. I can see it's been over a year since you last used Intercom and we've made a lot of changes since then, especially in our Inbox tool. If you're ever interested in seeing what's new please get in touch via the messenger. Thanks again, Kate (Intercom - Customer Engagement)

Intercom's conversational model works well for our customers and our support team. Our team likes the simplicity. The reports make it easy to identify service gaps and the messaging platform has been helpful to segment and reach our customers at scale.

I wish tag reporting was more robust. The line graph for tag rates is good but the data could be represented in a more digestible way (pie chart, graph)

This software is easy to use and navigate. The support has been quick to respond and very helpful. They utilize all the tools and resources available to you and really embrace their own technology. Intercom has helped to create more of a conversational-based outlook for our success team.

This software's statistic-tracking is severely lacking. I'd give this a 0 for any crucial numbers you are looking for, time to resolution (you can't track ongoing conversations), tags are conversation based and pull the entire thread, not the moment the tag happened, and countless others. You will spend more time compiling your stats if you use Intercom's system and need to track valid numbers.

Andre, appreciate your review and feedback! We're continuing to invest in our reporting and have a dedicated eng team focused on improving this so will pass along your feedback and you should see improvements start to ship in the coming months!

I tend to trust companies more who have bought into the intercom ecosystem. It's such a polished app that looks great on every site I've seen it on. From products to service companies, intercom very popular and my experience through a customers lense is WOW! I like that I can get a response later on by email if nobody can answer the live chat.

I have not experienced any cons to the software besides requesting more design options for the chat bubble and box.

Thank you so much for leaving us this review Kevin! I'll make sure our designers and engineers see how much their hard work is being appreciated. Kate (Intercom - Customer Engagement)

We love how easy Intercom was to set up and the easy to use cloud based messaging system. Being able to set up rules to route the questions that came in made our team run a lot more efficiently.

We ended up just leaving Intercom due to their price increase. While we loved the system and it was doing exactly what we needed, their new pricing structure more than doubled what we were paying making it too expensive to continue using.

Intercom has been expanding beyond just a web chat service and we've loved the newer features they've added. It's really easy to integrate with websites and cloud based SaaS platforms. It also integrates with our internal CRM for easy tracking of customer inquiries.

A little pricey once you start adding all of the features. Also, they are a chat company that doesn't use chat support efficiently for their own customer support. Average response time is 4-5 hours at best.

Thank you so much for taking time to leave us this review. I'm so happy to hear that you love our recent features, our team works really hard to bring you new and improved capabilities! Thanks also for your feedback on our pricing and support - I've passed this on to those teams. Although we don't offer real-time support, we do aim to get back to every customer as soon as possible. We are also always improving our Help Center and recently launched our Academy which is full of answers! Thanks, Kate (Intercom - Customer Engagement)

Easy implementation, low cost, user friendly. Intercom's live chat tool was quickly enabled on our cloud-based SaaS client platform. It's ease of use allows customers to instantly interact with our support team and quickly address their needs. Has great reporting tools and great customer support.

Needs more options to set icon on user site to draw attention to live chat feature available. Pop-ups, icon scrolling, etc. would be a nice addition.

Intercom has quickly turned into the benchmark for live chat and customer communication tools. I can't think of a cloud solution out there that rivals the UX of intercom. Easy to implement (a few lines of code) and is very scaleable. Works with 10 customers, also would work with 10,000.

It gets pricey. Their pricing plans are a bit hidden behind a glass door, and it's not clear what you're paying for at times. Also it does seem like some teams are getting a "friends" deal... or not paying for what other teams are. Overall I'd say they need to lower their pricing or offer a free plan for users who aren't as committed to the product as others are.