Intercom reviews

An innovative and beneficial resource for businesses.

Opmerkingen: Better and more convenient contact between us and our customers is always appreciated. Easy history tracking is made possible by this intuitive tool. It's simple to record my conversations and analyze them afterwards for development purposes.

Pluspunten:

An easy-to-use intercom system. Easy to use even for first-timers, this program has just the right amount of detail without being overwhelming. The intercom is similar to another email program that we use, and I can explain why. Its fast features and user-friendly interface, such as the helpful and funny bot, greatly enhance customer service and lead to exceptional client satisfaction.

Minpunten:

I find that the intercom sometimes has trouble loading some conversations, which is a major drawback for me. As a customer service representative, you're fielding calls while waiting for the intercom inbox to load the customer's information. In addition to the holdup, additional issues have slowed down the operation of the customer support team.

A Great Lead Capture

Opmerkingen: Makes customer communication and customer acquisition easier. I wish the chat flows were more advanced and customizable. There was definitely a learning curve with the chat flows. Also, I don't believe I can export contact information with my leads.

Pluspunten:

-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

Minpunten:

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

NOT $39 starting price anymore. $59 a month for basic chat function

Opmerkingen: My overall experience with Intercom has been poor. we've been using them at the basic level for three years. I chatted with them to get a demo of their features to upgrade but they refused to give me a demo and finally set me up with a "30" call in which the rep tells me that she won't give me an upgrade after she finds out that i am not interested in the $500/mo annual contract. She says demos are for those upgrading to that level, instead, she'll send me links and prerecorded stuff. And that i can reach out if I have questions. The 30 min call was more like a 5 min conversation which was already difficult to set up. I've been in sales for over 15 year and when there is an upgrade opportunity regardless how small, I support that client. If Intercom was the only organization that did what they do, maybe I understand their cockiness and disregard for the smaller organizations. However, there are SO many competitors that provide you with very similar functionalities for less the price and with better customer support. So yes, I'm annoyed as I am a current user who is doing research on other competitors so I can stop being a customer.

Pluspunten:

It's "popular" and works well if your company is enterprise sized.

Minpunten:

If you're a start up or a smaller business don't expect to get support. It's very expensive - starting at 59 dollars a month for one person accessing the basic chat. Sure they offer a few other things but like a team inbox? Most organizations already have an email system and a company chat in place. Next level up is $119 a month that gives you a few more functions. Until you are paying their $500 a month locked in an annual contract, you are "self serve" customer. Meaning, no support - just their faq/website. Can't even get a good phone call for help.

BEST APP FOR LIVE CHAT

Pluspunten:

INTERCOM IS EASY APP TO MAKE SURE THAT YOU STAY KEEP IN TOUCHWITH MY TEAMWORKER!

Minpunten:

THERE IS NO PROBLEM WHEN I USED IT AND INTERCOM RUNS WELL

Great live chat and marketing tool

Opmerkingen: Intercom is vital for our sales and customer service teams, we use it to communicate with our customers in real time and through email campaigns.

Pluspunten:

It is easy to use, and honestly one of the best tools out there. Intercom has a ton of features that go from a simple chat bubble to interact with your users, to email marketing tools and AI bots. They have a ton of integrations with other services.

Minpunten:

Many features can be found behind a paywall and their tiers of service and bundles are not very clear.

Most overrated thing on the market.

Opmerkingen: Try to avoid it or at least not build the critical parts of your busyness on it.
Chat and message history both work fine.
Everything else is a source of endless pain and despair.

Pluspunten:

Integration with communication sources, say you may set up the email to be shown in chat history as a messages. Embedded chats with history are quite nice, it has both the messages and notes left by the supporting team members to each other. Chat itself works quite good and overall thing of a good quality. Not quite sure this is their own development, but it doesn't really matter. Webhooks, these one is a good thing to integrate your decision making software with customer lifecycle events, for example to send email when credit card is about to expire, of when customer purchased something few times. Actions - automated reactions to customer or lead lifecycle events. Filtered cogorts are called segments in Intercom, they have their own filtering panel which is similar to one that can be found on other products.

Minpunten:

Bugs. They are everywhere. Updates may be lost, updates may be rejected by intercom because of server side exceptions, or mysterious thing called "concurrent updates" when there is just a single update. They have huge API downtimes which can be traced by Intercom's API 5XX responses but technical support always denies the existence of a problem or downtime. Technical support is one of the worst supports I have ever seen. They know nothing, they do not want to learn, the problem is always on your side even if it is their server who responses with 5XX status. Intercom is hugely, fabulously overpriced. On paper Intercom has a set of importers - they are useless, as there are no transformation or calculated fields. Now imagine you need to import hundred of thousands customer profiles from legacy system. Due to absence of data transformation mechanisms you are unable to import them as is and have to resort to preparation-export steps. The problem is that you can not perform more than 85 API requests per minute. There was batch API but today it is 1) deprecated and 2) counts the record inside the batch by the same 85/min limit. Sometimes customer profile may just disappear. Some of integrations provided by Intercom would not work as they have never been tested. There is no API call to "archive the segment" despite it was proposed few years ago. Intercoms offers one of the worst client libraries on the whole github and they reject PR's.

Intercom is a powerful Customer Support Tool

Opmerkingen: Overall I would recommend intercom for clients looking for automation chat bots and customer support software. They have plenty of resources and their new product tour feature adds additional functionality to their suite of software.

Pluspunten:

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.

Minpunten:

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

The review

Opmerkingen: You might get lost when diving into these complex feature on your own, but the customer support is there to hold your hand, so don't worry you are supported all way along

Pluspunten:

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

Minpunten:

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

Intercom experience

Opmerkingen: intercom has been awesome especially in the way of closing the business communication gap.

Pluspunten:

provision of software that specializes in business messaging

Minpunten:

I can't really because intercom has helped business in the area of communication

Live Chat support is awesome

Opmerkingen: Very happy for live support and chat feature

Pluspunten:

The ease of use and the option to use as a support chat tool and also as support article feature.

Minpunten:

The email option isn’t easy to segment with our customer base

Awful product with terrible support

Opmerkingen: Support was terrible. They often provided 'create something custom through our API' as the solution to most of the inadequacies of the product. They also rarely listen or read the problem correctly and I would spend a bunch of time trying to implement the solution they provided only to find out it didn't meet any of the criteria I provided. You know its bad when a support tool lacks good support!

Pluspunten:

Admin interface is visually appealing. Widget is not.

Minpunten:

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.

Adds Much More Value Than You Realise

Opmerkingen: While the price tag for Intercom is not small, especially for startups launching their first mobile app versions, it has consistently proven to be one of the most valuable assets for teams in terms of user support, communication & out-of-the-box development readiness.

Pluspunten:

The in-app chat feature (with its cross-platform support for React Native and Ionic) is absolutely the biggest differentiator for Intercom. It is a critical part of our day-to-day operations & every client that has gone the route of implementing it with us has been hugely surprised by the large amount of value it adds to end users.

Minpunten:

We are facing ongoing complications differentiating identified and unidentified users. The experimental API available for Android seemed to be heading in the right direction to solve this, but we haven't seen updates on the stub implementation for iOS in over a year (https://github.com/intercom/intercom-ios/blob/master/Intercom.framework/Headers/Intercom%2BExperimental.h).

A true ecosystem

Opmerkingen: We have stuck with intercom for 4 years at this point and no plans to leave. I think that is testament to how strong an offering they currently have.

Pluspunten:

I would not have written a positive review about Intercom 12 months ago. There were too many small grievances with the individual features that were all building up. Recently the platform has matured enormously. It feels like the team at intercom has come into it's stride. New features like Series, Guides ect and most importantly - how they all work together - has made it a much better experience.

Minpunten:

Currently my 2 biggest gripes are cost and customer services. I do think for a scale-up the price gets very steep very quickly. The customer support thing is more annoying - a core part of Intercoms offering is instant-chat. I remember 2 years ago their own instant chat was really great - now it can take a long time for a response to come in.

No support, outrageous pricing and shady billing practices

Opmerkingen: We used to love it but their pricing is exorbitant and opaque. Once you are in a one year contract good luck getting hold of anyone to cancel it. They take over a day to reply and send you some minimal canned answer. There's nowhere in the interface where you can cancel or modify for the next billing period. and the whole thing is set to auto renew by default. Used to like them, now hate them in the extreme.

Pluspunten:

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.

Minpunten:

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.

I've had excellent results.

Opmerkingen: The ability to try and test an app or product before purchasing it, is becoming more and more popular, especially with the introduction of new chat and live chat services. If you don't want to spend hundreds of dollars on an actual product, you can try a virtual product, that is a product that you can test and play with, before you purchase it.

Pluspunten:

Intercom is a complete live chat application for businesses. It is extremely easy to use. I found the chatbot feature to be useful, but I think it is only useful for some businesses such as retail businesses, or businesses that can use the information from a customer to see what they want to sell them. I would recommend using Intercom for businesses that need live chat but are not using it already.

Minpunten:

I am a marketing strategist, and my company is growing. I have come to realize that I need to engage with customers in an effective way to obtain leads and generate sales. I have tried many different marketing strategies in the past, but none have been as effective as LiveChat. I am able to create a LiveChat session with customers and obtain leads. I've had great results and I'm satisfied, I haven't had a problem. In general it works flawlessly.

Intercom is The Best chat/support tool available

Opmerkingen: The business problems we are solving using Intercom are managing incoming requests and sending in-app messages and emails. And Intercom does this with flying colors. Regardless if a user messages us live on our site, via email, or even Facebook, our support team is easily able to reply and help. It also integrates perfectly with our app to provide full visibility of a user easily accessing their profile to gain deeper insights to assist the user even more effectively. There's a reason Intercom is growing so quickly; because it's a great product and is built with quality.

Pluspunten:

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.

Minpunten:

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.

Intercom is great for Startups

Opmerkingen: I've loved using Intercom so far - it has been essential in our customer success focused strategy.

Pluspunten:

I love the help center and live chat. The help center is super easy to customize and make good-looking docs.

Minpunten:

Pricing and ticketing. Unfortunately, these are starting to become non-starters for us, as we're scaling up and hitting some pretty insane pricing tiers. Additionally, the ticketing solution seems like an afterthought.

Terrible customer service and onboarding

Opmerkingen: Onboarding was absolutely horrific. We even complained during onboarding about our rep. Basically our onboarding meeting comprised of --> Please log in and share your screen with us...now, what questions do you have for us? Excuse me? This is your product, what do you mean what questions we have? Everything, including how to set up and use your products. But the answers we got was basically the same, to look up the help center and let them know if any questions. It was terrible. The sales process was more informative than the actual onboarding. Awful response time from customer service. Can only chat, no calls. You're basically on your own once you pay them.

Pluspunten:

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.

Minpunten:

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.

Intercome is up to something, but it's not there yet

Opmerkingen: In your everyday job, when you simply respond to incoming chats - Intercome is amazing. Once you want to do anything beyond that, it gets complicated, but not impossible. Also, their support is not really responsive, but you eventually get an answer from them.

Pluspunten:

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.

Minpunten:

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.

A consolidated place for a lot of our support & customer success needs

Opmerkingen: Overall, Intercom has been very useful to our support team in consolidating systems and enabling us to respond to clients quickly and resolve their issues.

Pluspunten:

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.

Minpunten:

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.

Aggressive, Slow and Incompetent staff

Opmerkingen: They charge through the nose and treat long term customers like neglected children

Pluspunten:

It used to be good 5 years ago but now it’s overpriced

Minpunten:

We are moving from intercom to a different chat provider after being with Intercom for 5 years. Fundamentally Intercom still charges a lot more than the competition but is no longer the market leader. I told intercom that we are going and [SENSITIVE CONTENT] offered us a better price. At first we were interested as there is a bit of hassle in moving. But I couldn’t believe what happened next… [SENSITIVE CONTENT]was incredibly slow to reply and unprofessional. He probably is dealing with 1000 other customers who are leaving. Eventually he retracted the offer after a month after not “getting approval”. Why did he offer that in the first place? This is a slimy sales tactic straight out of the book. He never had any intention of matching the offer we received from a competitor. After I complained that [SENSITIVE CONTENT] had wasted 1 month of time stalling us from leaving, he sent an aggressive reply in all capitals! I’m shocked and disgusted at this behaviour from a company. Im cancelling my intercom account and moving to a company that appreciates their long term customers.

Simple to Administer, but Lacking Support Functionality

Opmerkingen: Overall, Intercom over-complicates the routing and automation for Support tickets, and customization and reporting are limited. Intercom provides a CRM solution that is simple and easy to administer, but for the cost, you will likely find a better long-term solution elsewhere.

Pluspunten:

Intercom was fairly simple to administer. Most features can easily be toggled on/off with a simple button and no complicated logic strings are required to set up permissions, workflow automation or campaigns.

Minpunten:

Our company used the Pro version of the software and, for the price, there were several basic Support features that were lacking. There is no ability to merge or split tickets for example, and the Reporting is not very robust. One example is "Median Time to First Response" - Average Tfir was only available on the top tier version. The "Inbox" system for sorting tickets can be cumbersome, and the ability to leverage bots was also limited by the subscription tier. Also, tagging tickets as recommended by Intercom makes the task challenging for a Support team - the hierarchical structures are overly complex and can be created by anyone (there is no ability to restrict tag creation in the user permissions) which can result in many duplicates and poor tracking of customer sentiment data.

Fast and easy

Pluspunten:

We used the chat system for our support team and Intercom made is super easy to get going. The chats were like personalized messages and we could set up introductory or absence messages for a duration set up. Automation is great.

Minpunten:

No reporting at all. They have reports within the system which is not editable and if you want to download and run your own reports, it is not possible. Makes it difficult to audit.

Easy-to-use tool with great features to make supporting customers a breeze!

Opmerkingen: We have been able to resolve customer questions in a much quicker time simply because we can access help articles quicker, get other team members in on the conversation more easily, and use integrations like co-browsing and attaching help articles to resolve a problem more quickly. Overall, Intercom has been a great experience compared to our past customer support apps and we are happy to be using this to improve our customer's experience in our app.

Pluspunten:

It is great to have the ability to do so many things within one app: chat with our customers, write help articles, link help articles to our customers, send out messages to groups of people, easily find previous conversations, and create reports to monitor our progress. Intercom has really made our support workflow simple and much less confusing than other software tools we have used. They also integrate with a number of different tools (GitHub, ZenDesk, Upscope co-browsing, etc.) so anything that Intercom can't directly do, we can find a way to do through an integration.

Minpunten:

The Customer Support response times from Intercom are a bit long, but the team is always helpful and resolves any questions we have. I also wish the Articles were a little more built out - they just have some simple feature there, and it would be nice to have a more robust help center with the flexibility to format our articles the way we want and organize the collections differently.

Going downhill

Opmerkingen: We were excited to use Intercom but over time their customer support, aggressive and intransparent pricing has made us increasingly dissatisfied with it.

Pluspunten:

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

Minpunten:

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.