The product itself is intuitive and robust and the investment the company has put into its AI offering has really paid off. We've seen a massive improvement in the AI chatbot's answers which are now deflecting around 50% of our conversations and allowing our team to work on more complex issues. The tool integrates with a ton of other products and serves most of the needs we have at the moment. The Customer Support team, as well as our Relationship Manager, are excellent and always super helpful.

It's not great for small companies that have multiple products. We are a small support team that wants to be able to support two different customer bases using two different products on different domains in the same workspace, but we currently have to manage two workspaces for the same team. It's also pricey compared to other help desk software, especially since each add on tends be an additional cost. The pricing model is also not great for our business model as far as using the tool for multiple departments (Support, Marketing, and Sales)—if we used it for all three, we would blow out our budget in one of those departments since we have to choose either active users or people reached to be billed for. Because of that, we had to reduce the amount of outbound contacts we were making with Intercom and focus on using it solely as a Support tool.

Intercom's investment in improving automation—both to handle customer conversations and to make support processes less manual—is solving operational inefficiencies and making it so that we can help more customers as our company grows without having to hire more people to the Support team.

We are a business inteligence company and have been using Intercom for 7 years for B2B. And we love it! Especially in the last few years, Intercom has proven over and over again that they are a leader in taking advantage of tech innovations and using it to launch new features. The turnaround time is fast which allows them to be ahead of their competition.

What I like about the tool the most:

1. Good UX that's easy to use by our reps

2. Lots of important features that every CS team needs like workflows, views, AI copilot, reports, API for building more custom reports, managers having a clear overview of all queues and rep statuses

3. AI Chatbot (Fin) which, after it's well set up, adds real value to the day to day work and saves a ton of time that reps can then invest in other more impactful areas.

4. Lots of options to customize the messenger popup, AI bot handoff steps, etc..

When pushing custom properties into Intercom (like company or contact data), things can get messy really fast. When editing workflows, chat campaigns, or rules, there's no indicator if the selected property is a company or contact property, or any other type of property. This makes it very time consuming to set up and maintain automations and workflows. It also makes it harder to handoff admin responsibilities to another rep at the company.

Whenever I asked for practical insight into how to set up workflows or the AI bot, the only resources I got access to were case studies or blog posts which don't talk about any specific ways how to set up e.g. the handoff sequence of Finbot. I'd love to learn more about how other companies solve some of the challenges we have, or have Intercom walk me through the setup. I eventually figured everything out but it'd help to have more guidance during the first steps of adoption.

Offering live assistance to our to help them adopt the product faster (it helps us fill the gaps in areas where PLG isn't working yet)

Intercom was a great help to me in improving my skills on how to provide a precise and concised information to my clients. It was easy to use as it provides you all the necessary response template. All you have to do is click on it. I use it everday at work so I was able to provide an exceptional customer service to my clients.

Intercom is useful in checking the footprint of all the clients I have interacted with. But there are times it will take for a minute for Intercom to sync all the contacts history.

It solves my problem with composing my words correctly since Fin the AI was more accurate in giving me the right responses and articles to reference with.

Intercom has revolutionized how our team handles customer support. The AI features, particularly Fin, have drastically reduced response times by addressing repetitive inquiries and freeing up our team to tackle complex issues. We love how easy it is to build workflows, automate outreach, and manage customer interactions across multiple channels. The Knowledge Hub is a fantastic feature, enabling us to centralize resources like articles and FAQs for seamless updates. Intercom's integrations with our tech stack are top-notch, making it incredibly versatile and efficient.

Occasionally, we’ve encountered minor lags when the platform is processing a high volume of data.

A lot of features we would like to try out but can get quite expensive quite fast for small teams.

Helping us to supercharge our customer support by creating custom workflows and proactive support based on customer segmentation

The AI that can effortlessly improve my grammar and spelling. Additionally, it's offer a variety of options to enhance my writing, such as choosing a more friendly or formal tone.

Nothing for now. Intercom is an incredibly user-friendly and convenient tool to utilize. It's truly a pleasure to use

Whenever I struggle to articulate my thoughts, I have a fantastic AI tool at my disposal that can effortlessly improve my grammar and spelling. It's a lifesaver!

The AI components within Intercom are awesome. The AI Agent has saved my teams tons of time on inquiries. We thouroughly enjoy watching Fin work its magic answering our common questions!!

I love that Fin gains its knowledge from all of ours assets - Custom Answers, highly rated conversations, Articles, and Snippets, and that Intercom has created a Knowledge Hub where we can organize all of these for easy updating and creation!

They've been working on reporting and metrics, which is great. They could use a little more work so you can have more customization on what you want to view.

Intercom's own customer support has gotten better as well but it can still take a while to hear back or get help. Sometimes the support people seem to need to get additional support or questions answered before they get back to you.

Intercom is improving customer support for all users. My company has recently moved one of our teams off of Front and into Intercom because of the success our teams using Intercom have had. Intercom is a great platform for automation and teams to collab on conversations.

Fin is a game-changer! Configuring all workflows is very easy, and you can implement them in your product with a few clicks! We use Intercom every day, and Fin is doing the heavy work for us at the moment.

He helped our support team focus on more complex support issues and lifted almost 50% of our day-to-day job.

Literally nothing! I have one: the "waiting period" for the new features to come!

Incoming tickets/chats

Not only is Intercom great with the features that they provide, but enabling them and using them is super simple. They have really great help articles and guides on how to build and use the software. A lot of times you can just get in and play around and figure things out really quickly because the software is so user-friendly. Fin AI agent is helping our team answer questions more efficiently and helping us to take care of more customers with less people. From Fin Ai to tracker tickets to help in our bug resolution process, Intercom is reaching into a lot of different parts of our business to make us more efficient and take care of issues more quickly.

I really can't think of anything, love everything about this software.

It is allowing us take care of more clients with fewer agents and the interactions with customers are better because they get answers more quickly.

The team at intercom is always there to help. As we have grown our company intercom has been a key partner in it. FIN has bee huge for us in scaling our team and providing better service to our clients. We have been able to close of 50% of conversations with AI and keep an 85% CSAT score on those AI conversation. Intercom allows our team keep up with clients everyday. We are able to support 3 different products with one intercom installation.

The pricing structure can be confusing to understand

Intercom is our primary communication tool with our clients and for in-app education.

We've been using Intercom and Fin, and it's been a lifesaver! Fin has been great at sorting through all the junk and flagging the real issues that only humans can handle. Plus, it was super easy to set up, and the Intercom support team has been awesome whenever we've run into any problems. The platform itself is really powerful for customer support, and the integrations with other apps we use have been a huge bonus. I definitely recommend it to anyone looking for a top-notch customer support solution!

Intercom’s Fin has been a great addition to our team, but we’ve encountered one major issue. When we use it for email support, there’s no threading, which can get messy. Other than that, there are a few minor quirks, but nothing that’s a big deal. Overall, we’re happy with Intercom and Fin, but we hope they can address the email threading issue with Fin soon.

Intercom is our go-to tool for handling customer support inquiries. It helps us keep track of all our conversations, prioritize tickets, and provide efficient support. We also use it to capture inbound sales leads from our website, making it easier to follow up and convert potential customers.