Intercom Reviews

Pros

How many features it has we have to go no where else for all the support we need for our clients

Cons

Sometimes tagging people doesnt work when importing csv (small issues)

Pros

Relatively simple interfaces and api endpoints. Interesting AI integrations / product features.

Cons

Issues with basic customer management concepts such as merges. Development team seemed unresponsive to potential product issues, yet aware they existed.

Pros

Intercom is a widely known communication software that it was designed to enhance interactions between businesses and their customers, which it has become a first choice for companies endeavor to provide real time support with customers.

Cons

It's a pricey software, limited customization when it comes for chatbots, it will take time to learn the system

Pros

Fin AI agent is a powerful feature that has saved us a lot of time in reference to support.

Cons

Customer service is terrible, and there is no interest in providing live support.

Pros

I like AI based Customer Service Platform.

Cons

They have only few Integrations, and customer Support.

Pros

I like customer Support chatbot, It is very easy to share.

Cons

Its very Costly as compare to other platform.

Pros

Customer Support is very good, smooth onboarding process

Cons

Its Cost is too expensive, price are not match with plan

Pros

Intercom has been an indispensable tool for managing our customer relationships and helping them grow. Segment audience and send customized messages, be proactive with targeted campaigns, and request feedback through app surveys. One of the most significant advantages of this platform is that it offers detailed analytics and reporting features for tracking customer behavior and engagement.

Cons

Pricing is on the higher side for small businesses or those with limited customer contact requirements, even though Intercom comes rich with features.

Pros

it is very user-friendly and the use of macros and other features like tagging a member or transferring it to a different team makes it very much handy. The AI co-pilot is also very handy making us handle fewer chats.

Cons

how it can lag at times which required us to reload the page

Pros

I love how Intercom's abilities to automate repetitive tasks like the initial message to engage prospects and ensure the lead is accurately routed to me, instead of another rep who doesn't own the territory. The ability to identify the prospect's behavior on our website is very helpful.

Cons

While the automation of repetitive tasks is great, the messaging sometimes is a bit off or sounds robotic.

Pros

Where do you start with Intercom. They consistently build and ship world-class features to make support as easy as possible. By far, the introduction of FinAI has well and truly cemented Intercom as the support platform leader. We overlay FinAI onto Guru to create autonomous AI agents that can support our customers. It will completely change how we scale our business

Cons

The biggest frustration is not having a vertical stack that handles both support and sales. Hubspot offers support and we have thought many times about moving to consolidate the stack and reduce costs. Intercom continues to deliver value keeping us within the platform.

Pros

The live chat tool has allowed us to provide a great customer support experience for our users, allowing them to reach us at a moment's notice to walk through their issues. The fact that we were able to just drop an embedded link into our site to enable chat with no additional effort, is just pure magic.

Cons

The main issue we had with Intercom was that the pricing was a little steep, especially as a small business.

Pros

I love that I can track all my customers emails from one place and I love that I can see if my customer has seen my email and I can take the correct action after that.

Cons

customers informed me that emails go to spam. Not sure if thats related because comes form Intercom.

Pros

It can be used for both email and live support. The workflows/automations make it easy to filter and close messages that are notifications so that only the important customer messages end up in the inbox

Cons

I wish the platform had a flat rate for billing vs usage based

Pros

Integration was easy with webhooks easy accessible. It is also very easy to customize chatflows with many different response options, making it a breeze to set up multiple scenarios. I do also enjoy the customization possible to for example have different chat prompts depending on the webpage a visitor goes to. On the other hand this is sometimes a bit overwhelming - I want to explore more and a customer success manager would be nice to have for this.

Cons

The price. Honestly, it seems like they try to raise and raise to squeeze a lot of money out of small businesses. Also, their pricing model is pretty difficult to understand, so be aware of all the choices you make during your sales call/order.

Alternatives Considered

Reasons for Choosing Intercom

Switched From

Reasons for Switching to Intercom

Pros

I’ve found Intercom to be a game-changer for our customer communication. It allows us to automate personalized messages, making our interactions feel more human while saving time. The tool has greatly improved how we guide users through our product, leading to higher engagement and better overall customer experience.

Cons

While I love using Intercom, I’ve noticed the pricing can become steep as we expand our use of the platform. It also took us some time to fully grasp the advanced features and set up the more complex workflows. For smaller teams or those just starting out, this might feel overwhelming at first.

Pros

Particularly effective in dynamic, customer-centric industries like SaaS, e-commerce, digital services. Real-time communication and delivering personalised customer interactions are unbeatable. Valuable tool for boosting customer engagement and improving support efficiency. Very easy to set up and build on, meaning customers can get support from day 1. Knowledge base is easy to search in and content can be made in engaging manner, meaning your customer support specialists will have time to resolve the truly important issues.

Cons

Wish the welcome tour feature would be available to lower paid tiers.

Pros

rich-featured product, and ai facilities, do its job

Cons

only thing I would like to add is the mobile version doesn't have the same feature as the web version

Pros

Intercom has a wealth of features meaning its a one stop shop for businesses.

Cons

Unfortunately you can easily get locked in due to how many features sit under one roof. Making it easy for Intercom to up prices.There may be individual services superior to some intercom features. But none of them do an all in one package like intercom do

Pros

Intercom provides a user-friendly onboarding solution that offers flexibility in promoting our products. It allows us to easily create and test flows, utilize segmentation, and make use of templates for targeting specific landing pages. Setting up flows is straightforward, and Intercom continually evolves to be even more helpful in delivering the right messages for creating additional flows, resulting in a positive user experience.

Cons

nothing really that I dislike, where Intercom offers a professional service ensuring that everything is done the correct way.

Pros

I like the email and SMS markeitng features
it comes with great live chat features.

Cons

Not a single dislike to mention here. It is all good.

Pros

Easy way ro communicate with your customer with a variety of communication tools. Keep a database of all your customers and their conversation history.

Cons

Having used other software in the same category, I find it a little more difficult to communicate with multiple customers simultaneously by switching from one conveersation to another, but this in no way detracts from the quality of the platform.

Pros

- Live chat & Chatbot features to do both support and automations (And the use of AI);- Help / Q&A Forums with all the questions and answers our clients need- Integrations - It has a lot of them, and the most critical one is with Hubspot!

Cons

It can become a little pricy as you scale and I can see this being a bottleneck for new companies

Pros

ease of use. Most Healthcare staffing apps use it

Cons

sometimes doesn't load in app. that's all

Pros

The platform is dependable and fast to use.

Cons

Features are gated in a way that means you can't make a gradual increase as your customer base grows. Basic functionality is very expensive and we just can't justify the amount when there are other tools on the market with better functionality at over half the cost.

Alternatives Considered