Intercom Reviews & Product Details

It's modern, easy to set-up, data loving, and always moving forward. Intercom has a plan for who they want to be and it shows in the software they build. I've used Olark, Zendesk, and Groove and Intercom does it best. When my customers go out of their way to mention how much like they like the chat tool you know that Intercom is doing something right.

Their data filtering is great once you start collecting that information. We've had so few issues(other then a pretty bad spam filter issue on Intercom's end) compared to the ongoing issues with Zendesk that we faced.

I appreciate the thought leadership role intercom has taken in doing customer support a certain way. They regularly release guides on doing customer support in an awesome way.

Support is awesome too, just feels like everyone is on the same page. Review collected by and hosted on G2.com.

They are missing some flexibility one might normally see in other ticketing softwares, one is that they don't have auto replies to emails. They are auto replies to messenger chats, but none for incoming emails. They don't allow you to reply from an email other than your own user email, I get why it's that way, but it would be nice to have the option. Review collected by and hosted on G2.com.

The infinite options to engage and share knowledge with our users in Epsagon through Intercom is just incredible.

Being able to set sequences of messages full of relevant content by the specific context our users at that moment and being able to integrate both in-product messages for highly engaged users and through Email helping us make sure we reach all relevant users.

Their API is convenient from dev perspective and the multiple OOTB integration they offer just makes my life easier and help me provide value to our users and customers.

Using the Intercom help desk and live chat for interacting with users and customers' requests for support and additional help is as simple as it can be. Review collected by and hosted on G2.com.

In general - customization is somewhat limited, but not too much.

We tried the additional extended features like Product Tour for example, which is simple and easy to use, but customizing it to the extent that we would like isn't possible through Intercom. Though they allowed us to test it for a trial period before making a decision which is just amazing! Review collected by and hosted on G2.com.

Intercom helps us interact with our customers seamlessly. Bots, automated messages, easy customer segmentation features and the integrations offered by Intercom are worth a shot. The integrations offered by intercom is pretty useful, though I miss Google sheets integration, Strip, Slack integrations are making life a lot easier. The mobile push notification is a valuable feature if you have an Android/iOS application integrated with intercom. Intercom posts are also worth mentioning. It may look like a chat, but it carries more information. Intercom offers one of the best reporting systems. It not only includes open / click metrics but has an option to measure the goal! That's pretty extensive. Review collected by and hosted on G2.com.

Business plans! Not all of them offer everything. Something will be missing on all the plans, I believe. The support interactions are now redesigned and the incorrect automatic responses seems not helping. Addition of a visual flow builder is another good thing I'm missing here. Another not so important thing is, we can't change the notification sound. Review collected by and hosted on G2.com.

Intercom really changed the way how I work. I love how intuitive it is.

The way I can take information to users and how easy it is to do it.

Keeping all my messages organized in one place, separated by client and segmented in a personalized way is something that I like very much.

I really like the way Intercom allows us to interact immediately with each user within the system. It is practical, fast and safe. The user feels comfortable, as he receives the content directly within the software he uses for his day-to-day work. Review collected by and hosted on G2.com.

I haven't been able to try the new "series" feature yet, so I'm a little worried about having to move all the campaigns already made to the new feature. As the volume is huge, we will have a lot of work too. I believe this is my only complaint about Intercom at the moment. However, I know that as soon as I learn to tinker with the new functionality, it will change and I will get used to it. Review collected by and hosted on G2.com.

With Intercom we can support our users from when they are prospects through seasoned customers. I like the ability to do the following:

* Onboard new users with dynamic guided tours based on user-specific data

* Introduce new features to select groups of users

* Allow help articles to be used from within the app

* Help articles can be intelligently suggested to users asking questions in the chat

* The ability to get chat messages on our phones or the web app, from anywhere in the world

* The ease with which we can tell what the user was recently doing (pages, etc.)

* The ability to mob a chat call, inject fun gifs, and have back-channel notes to each other

Oh, and we are not a big user, but I feel like we have been given special treatment. We have been with Intercom for a long, long time. Review collected by and hosted on G2.com.

Hmmm.

Oh, It would be cool to allow articles to be added to multiple categories. Review collected by and hosted on G2.com.

Really clean interface, lots of great tools and new features with a lot of integrations. Intercom is one of the originals when it comes to live chat.

The Intercom widget has definitely become a standard especially for SaaS companies - it's almost social currency to have the Intercom widget. The integrations are all pretty well built and the team functionality is really great for growing teams (although as a startup we haven't used this to the full extent just yet). Review collected by and hosted on G2.com.

Extremely expensive - they've definitely gone down the Enterprise route now. We had the startup plan for $49/month which included everything, which was probably too good for the price, but at the end of the Startup plan the price went up dramatically.

I also think some of the backend user interface could do with some work in some areas as it can feel a tiny bit clunky at times. I also think the pricing could be better reduced for startups Review collected by and hosted on G2.com.

Fast and efficient to receive and send messages for our clients Review collected by and hosted on G2.com.

I believe their support is a little slow, but they pay support to the entire world, so there is an actual reason for that. We could have more options to rate the articles we publish. We could also have colors to tag the conversations, so we can see by the color what type of conversation is that (if its a doubt that the client had, if it is about charges, etc) Review collected by and hosted on G2.com.

The way it sits inside our software's at the bottom right corner and makes it so easyfor our customers to push their queries through it as well as for our team to answer them. Review collected by and hosted on G2.com.

Nothing as such on the product side. Only the seat pricing thing a little because earlier that wasn't there :) Review collected by and hosted on G2.com.

The number of communicating with users is jawdropping. We have both web and mobile apps as a single solution, and we can reach different segments of users with a specific value from just the way they would love to!

Also, fantastic support and customer success reps! Review collected by and hosted on G2.com.

When working with a huge dataset and numerous filters the interface becomes slow and sometimes it's hard to understand whether the filter was already applied or not. So it becomes a bit time-consuming in those cases. So maybe you should better prepare your segment more thoroughly for cases like this. Review collected by and hosted on G2.com.

Intercom is great in that the front end is well organized and has a good visual hierarchy. Of particular value is the way in which it addresses communications for the entire sales funnel from lead through closing and support. Review collected by and hosted on G2.com.

The Intercom feature options are carefully sliced up to force one to pay as much as possible - and the fees for the different features are wholly exorbitant, in many cases ten times the cost of comparable alternatives (that in some cases offer more functionality). In addition, support turnaround is very slow (we've waited up to 8 days for a response) and when one does get a response, it's generally of the obsequiously cheerful and utterly unhelpful variety - typically directing one to a knowledge base page for an unrelated issue. In other words, deflection rather than support. Review collected by and hosted on G2.com.

From an administrative standpoint, Intercom is very intuitive and user friendly. The canned reports make quantifying the impact we are looking for available instantly. From a user standpoint, after a brief 10 minute walk through, our staff were ready to get started which is great. From an end user standpoint, we are seeing instant results around the helpfulness of live chat, as well as beginning to have a better understanding of where our users are struggling based on product feedback we are gleaning from the aggregated questions asked. Review collected by and hosted on G2.com.

Named license administration and Office Hours Set up Review collected by and hosted on G2.com.

I like that intercom is easy to use and I get a notification when someone reaches out. I also like that I am able to see my chat history under my account. Review collected by and hosted on G2.com.

At times Intercom is a bit slow. When I close a chat or when someone else assigns a chat to themselves it takes a moment for me to see it. It doesn't bother me that much but it is something that I have noticed. Review collected by and hosted on G2.com.

The platform works and performs as expected. The customer experience of interacting with it is really good and the range of features is solid. The company is very proactive in communicating with its customers. Review collected by and hosted on G2.com.

We have multiple mobile products for our business, but Intercom requires that we have separate accounts for each product, even though the customers are ultimately the same people. This results in double/triple/quadruple billing for the same services. Also, you can't copy work from one service to another. So setting up FAQs and Carousels becomes tedious duplication/management. Review collected by and hosted on G2.com.