Intercom Reviews

-Capturing emails and names -Integrating to Hubspot and other software for easy lead closure -Creating chat flows allows us to communicate to customers faster and saves us time

-Would like to combine actions on Intercom -Hubspot Integration is not perfect; would like to have specific field matching -Chat flow capabilities are limited

The conversation routing bot was extremely easy to set-up and empowered us to streamline and automate our customer service and support processes. Furthermore, the ability to add-on features and functionality, such as WhatsApp integrate, was great to allow us to customize what we needed for our business.

Without the startup programme the pricing is quite aggressive with a basic package starting from $74 / month. Therefore, you really need to invest some time to set-up Intercom to add as much value as possible because it is pricey vs alternatives.

When we were first started using them, they were flexible, had great customer service, and seemed genuinely invested in helping us succeed.

Their customer service has been incredible poor. They caused a completely preventable service disruption that caused several hours of outage for our team, and have been difficult to get in touch with.

Hi Susanna, I'm sorry to hear about your experience with Intercom - this is certainly not how we want our customers to feel. I've taken a look through your account and can see there's an opportunity for us to more clearly communicate the necessary steps when changing billing models so you don't miss any steps. This is something that we're working on at the moment so I assure that your feedback...

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Intercom is a comprehensive suite of all applications you would need for support management, from live chat to help desk and ticket management. This negates the need for having multiple different applications and integration overhead.

No complaints about the product whatsoever. The product is actively evolving and keeps up with the current technologies.

I am not aware of anything Intercom is doing at the moment that could be useful to our firm because we have switched to a different service. To my knowledge, the snippets support name integration.

While competing software may provide knowledge managers greater say over their presentations, I find that the trade-off isn't worth it. Still, there are occasions when extra formatting options for authors and editors would be welcome.

The knowledge center and live chat features were the most used features at our software company. These features were used regularly and automations within intercom helped serve clients efficiently.

Lacks in reporting and knowledge base customization compared to ZenDesk. Innovation in new features can be slow at times.

Thanks for leaving us this review Brandon, and for letting us know how powerful you've found Intercom as a support tool. Thanks again, Kate (Intercom - Customer Engagement)

We started using Intercom in 2018. The platform has changed over the years drastically. Many new features have been delivered that you can call Intercom a proper all-in-one solution.

The worst part is the buying process—many calls with sales guys who you have to tell the same story again. If you are a startup, try to go with a fast-to-implement and easy solution.

For over a year, I've loved the intercom's ease of use. Love the mobile app, and the interface is clean. Our services are highly adaptable. When it comes to expanding support, bots are invaluable. The onboarding process is also quite beneficial.

Having more inactive contacts on the intercom increased the monthly bill. You must continually archive users in order to keep costs at a minimum.

We love how easy it is to engage with our website visitors and help answer questions or direct them to the resources they're looking for. We bring in a good number of leads to the sales team each month from the use of Intercom chat. We really enjoy how you can integrate it with Slack so that you don't always have to keep Intercom open in your browser.

It's kind of annoying how a lot of the features cost a good amount of additional money. And some things aren't super intuitive as far as navigating and what lives where within the platform.

The chatbot is a world class. Highly customizable to make sure that you can let the bot handle up to 50% of conversations. Product tours are also the best I have seen

The inbox is quite poor to use for email conversations only. The articles lack for customization options, too.

Using Intercom has been an amazing experience. It is well thought out, full featured and continues to improve all the time. It has become an essential tool to communicate with our leads/clients. What is great is we can reach them (and they reach us) wherever they are: our website, in our web app, our mobile apps, email, etc.

While it starts off cheap depending on the features you choose to use and your volume it can start to get expensive quick. I'm not saying the product still doesn't provide value (it absolutely does) just if I had to pick what I liked least I would say cost.

Hi Peter, We really appreciate you leaving us a review and are so happy to hear Intercom is an essential part of your customer communication. Thanks also for your feedback on pricing. We work really hard to align our pricing to the value you are seeing. Please get in touch if you would like to discuss your subscription options with us. Kate (Intercom - Customer Engagement)

Admin interface is visually appealing. Widget is not.

Lacks basic/rudimentary functionality. Simple things like auto triggering a message at the company level when specific criteria is met is not possible. Tagging system is not easy to use and lacks basic features. Can't customize inboxes as needed. I felt like you product blog was so delightful that your product would be the same but it felt like you weren't living your word. Nothing was easy on this product.

The customer support is the most responsive I've ever had from a messaging / email software. We use the email because it's already integrated into our messaging and support software, so we don't have to do any import of the contacts.

It's not super intuitive or the easiest to use sometimes, like all enterprise level software it can get a bit complicated. It's also not built out for email, e.g. we also can't create unsubscribe groups on email which is a bit annoying.

Thanks for letting us know you have had such a good experience with Intercom since swapping from Sendgrid. I've made sure your feedback regarding email capabilities has been sent to the product team - it's an area of focus for us. Kate (Intercom)

The actual product works well. We'd have stayed using it for a long time if not for the changes in their billing and support.

The support is now the minimum it could possibly be, even if you are spending $1200 a month with them. Good luck getting hold of someone. If it were to sell us some new aspect they'd probably reply in a snap.

Hi Sam, Thank you for taking the time to let us know about your experience and being so candid. It's definitely not the service we aim for and I will be sharing this feedback with the wider team. I'd love if you could give me a few more details so that I can take a deeper look at this. If you feel comfortable doing that please email me directly. And if you ever have trouble getting hold of someone in future let me know. Thanks, Kate (Intercom, Customer Advocacy)

Intercom is super easy to use and implement. It's packed with time-saving features.

Their support team is driving us crazy. It can take them up to 10 days to reply to a simple question. Their pricing is also super frustrating. We're paying more than 500€/month. For a company with less than 10 employees and 1,300 paying clients, this is a lot of money. Despite what we pay, we don't have access to their most recent features.

Hi Gregoire, thanks for leaving us this review. I'm happy to hear we're helping you better support and engage your customers. I've let your account rep know about your support experience as this is not what we expect. Kate (Intercom)

What I like most about Intercom is how easy it is to jump in and begin assisting users with their questions and requests. It's been an invaluable tool for communicating with our users (both clients and developers) on Codeable and we've been relying on it 365 days a year for 5+ years straight. There are so many new features they keep releasing which are often things we didn't realize we need until we tried them and discovered we can't live with them.

For the size of our support team and number of messages we send, Intercom is one of the more expensive SaaS products we use. There are other services that may manage a support center better, but those don't provide the same quality of live chat, self-serving help center, or messenger bots that Intercom provides. While cost is a consideration for all companies, we feel Intercom is still the best value for the money and are happy paying the price for all the value it brings us.

A big thank you from the team here at Intercom for your kind words David!

Intercom is easy to use and a supremely evolved support tool. It's a must have for early startups as they scale their businesses. Agent's can easily grasp and start using the product. The support articles are my favourite feature.

I didn't like that Intercom does not support WhatsApp templates triggering via system APIs basis user actions.

The product once you get past the setting up and figure out everything on your own, is great and meets our needs. It's easy to chat with leads and customer and easy to install on any websites.

Onboarding was a nightmare. Their help center is not all that helpful. You can only chat with customer service via the chatbot. It takes them 8 hours to over a day to respond back, if you're lucky (which is quite ironic for selling a chatbot product but they have zero urgency on their own). Everything costs extra, every feature is priced separately.

Hi Olivia, thank you for leaving us such a thorough and frank review. I'm glad that you found the tools meet your business needs but am sorry to hear our onboarding and support did not meet your expectations. I will personally be taking this feedback to the teams involved to help inform future improvements we can make here. Thank you for sharing this with us. Kate (Intercom - Customer Engagement)

The live chat! It's working perfectly, it's easy to set up, and easy to use by both the customer and the support agent - one of the best options on the market for me.

Everything besides the live chat - the knowledge base management has so little features and possibilities it hurt my soul everytime I needed to write an article :( Also, sending or receiving email is also quite a mess, it needs a little bit more work from Intercome.

All in one system, with email, lite CRM and small analytics.

Everything about intercom is built to keep you in the ecosystem. And the more you integrate the harder it is to move away. But they actively make it hard to move away. For example, by not allowing you to export your help articles and by creating random URL conventions to make it hard to redirect your help articles once you have built them elsewhere.

Thanks for leaving us this review and for giving us your candid feedback. We always aim to earn our customers' business and trust through our product quality and the value it drives, we certainly don't want to make it difficult to move away if we're not the right fit. I'll make sure to pass this feedback on to the team here. Please do get in touch via the messenger if you would like to discuss this further. Thanks, Kate (Intercom - Customer Engagement)

I particularly like Intercom's Inbox module. It supplies our support team with most of the tools they need to help our clients quickly, and share context with other team members. The chat experience is top notch both internally for our team and for our clients. Intercom's reporting is informative, specifically for tracking response times segmented by chat or email, or both. Intercom's Articles feature for help docs helps us consolidate tools even more and makes it really easy to forward relevant articles to our clients quickly, while maintaining a consistent brand feel.

Intercom's campaigns (now Series) feature can be tricky to set up. Specifically, the sending logic can be confusing and is prone to accidents in our experience (i.e. accidentally sending to the wrong audience). Messages inside of campaigns/series don't always seem to get sent out when they should. This means that some of our clients don't get messages at the right time (i.e. they get a welcome email 2 days after they sign up instead of immediately after signing up). For new team members, Intercom has proven to be a little difficult to learn fully.

Thanks for taking the time to review Intercom Matthew! It's great to hear that Intercom is helping you consolidate your support systems and speed up resolutions. I'll make sure to send you feedback regarding our Series product and onboarding/training experience to the relevant teams here as we really do value these insights. Thanks again, Kate (Intercom - Customer Engagement)

Intercom is really easy to set up and importing users into the software is really simple. It's nice to be able to create an online library of help articles and have it available for our users to find. The chat feature is what we use most and our users definitely enjoy how easy it is to reach out to us.

Our customers have a difficult time closing out of conversations or seeing actions on our screen that need to be taken on the right hand of the screen. The chat box will often times cause them to become more frustrated as they need to open and close the chat as we give instructions. The close button is in a circle under the chat, which is a spot that most people don't usually look for. There are a few customizable things that we'd like to see. Like the ability to create custom out of office messages or include holiday messages to let our users know we're either out of office or responding slowly.

Ease of use is really great. We have hundrets of conversations with our clients every day using this tool.

Their pricing. Not only is it expensive, they have changed their pricing plan about 4x in 2 years. Furthermore it's very complex to understand.

Intercom makes it simple to interact with customers; its simple and user-friendly design allows me to easily start and maintain discussions. Furthermore, its customization options enable me to personalize communications to certain customer types or deliver targeted messages based on automated triggers. I really appreciate how Intercom can be coupled with other platforms such as Salesforce and Zendesk, which allows me to communicate with clients in a number of ways. The reporting capabilities of Intercom are particularly beneficial for identifying user activity and responding fast to customer needs. Overall, Intercom is a great tool for staying in touch with customers, whether through newsletters or automated support.

The intercom system has been commendable, with only a few minor hiccups or delays here and there which are understandable. Apart from that, it functions without a hitch, and this is a testimony to the diligent work put in by the development team. Their efforts have been invaluable in ensuring a smooth operation of the intercom system.

The customer support features that it offers that allow us to communicate with our users directly in our app.

The pricing keeps changing and is not transparent. The software is slow in several parts of it. Many things that can be done in bulk need to be done one by one (e.g. changing a variable in a user/lead information). Lack of support: for a company that is within the customer support category Intercom's support is quite disappointing.

Hi Karan, Thank you for taking the time to leave us this review and feedback. I'm very sorry to hear that you're losing the excitement you once felt for our products. We've updated our pricing to better align with the value our customers are seeing from our product and would like to work with you to figure out a way to minimize the impact of this change. Please get in touch with us directly via your Intercom messenger so someone can chat with you about your options. We really would hate to see you go! Kate (Intercom - Customer Engagement)