Intercom Reviews & Product Details

Intercom has a great UI design that is intuitive and visually appealing. It offers ease of use to a certain extent, making it approachable for most users. The setup process is straightforward and quick, enabling teams to start efficiently. We recently switched from another CRM system, and the learning curve has been pretty easy for our team to understand. Our Customer Support team loves that we can handle interactions from different channels within the same platform. Review collected by and hosted on G2.com.

One area where Intercom falls short is the merging process. Compared to other CRM platforms, merging customer conversations or duplicate contacts feels less efficient and can sometimes become cumbersome. Improving this functionality would significantly enhance the overall user experience. Review collected by and hosted on G2.com.

While it may not have the legacy or pedigree of something like Salesforce or Zendesk, Intercom more than makes up for it for its constant innovation and focus on human-led support. From it's AI solutions, to its tickets and conversation systems, you never feel like you are forcing your customers through a robotic software. Even sending macros and interacting with the chatbot will have the flavor of humanity in its support.

Out of the box, Intercom can get started immediately with just a couple of set up steps. It integrates well with other apps and software and can be used as an efficient resource hub for internal systems. Review collected by and hosted on G2.com.

Despite the constant innovation and improvement to their product, there are still a few things that miss the mark. Simple quality of life updates or lacking common sense steps in their workflows that require more complex workarounds. Review collected by and hosted on G2.com.

The best and most productive part of Intercom is the ability to duplicate all the cards/assets in a series. Once I've completely fleshed out the entire onboarding series for one set of customers, I was able to duplicate all the assets at once, shift them down and easily create a new branch for a subset of customers. This is an amazing time-saver when I need to customize/tweak one or two of the cards, but the rest of the onboarding process remains the same. Review collected by and hosted on G2.com.

From time to time I've had it hiccup during the save process and I'll end up tweaking something to reestablish the connection to fix the problem and save the series. Review collected by and hosted on G2.com.

Keeping my customers satisfied without leaving them behind after the transaction has always been a major issue for me. I was able to handle the backlog of customer queries, unanswered chats and misdirected emails after implementing Intercom. Our users can get instant answers by typing into the website or mobile app. In addition to that, the system uses bots to automate responses or redirects the conversation to the appropriate team if we can’t respond immediately. I can now see the full scope of a customer’s engagement history and consolidate all their information in one place. Personalization, which allows us to send personalized messages to customers based on their actions, is another important aspect that has improved our user experience. Review collected by and hosted on G2.com.

In cases where bots have difficulty understanding the more complex questions, a human agent is called to continue the conversation. We have learned to modify automated flows to reduce the occurrence of this, however it can still be annoying for consumers. Review collected by and hosted on G2.com.

I've been working in the last 7 years at the industry of communication, different market areas as Telemarketing; Sales; B2B and Costumer Success. Through my professional journey I've used many different apps for communication with clients and Intercom has been by far the single best platform I've ever used in this sense. It manages to integrate different canals into one application. It is a pretty intuitive tool, no much training is required to learn the many features available there, which makes it ease to implement; I use it frequentely, day-to-day basis as my main communication channel; and if I even got any doubts or face some issues/bugs, the customer support team has always been very helpful and prompt to assist me. Review collected by and hosted on G2.com.

Maybe the only complaint I've got whereas the usage of the tool it is the many filters available. When searching for a specific chat with a client from company "A", all the chats with all costumers from that company will be displayed if I don't know the exact name of the costumer or their e-mail. I believe that if "keywords" would be implemented as a search feature we woudn't have to select many filters to search for one chat. Beyond all that, the tool is amazing and I've been using it everyday for the past 3 months. Review collected by and hosted on G2.com.

The things I like best about Intercom is the seamless navigation and interface, the variety of features that allow to manage the customer journey effectively, the increase of productivity and KPI's it brought to our Customer Support service, and the new AI feature that is outstanding. It is by far the best ticketing platform I've ever worked with. Review collected by and hosted on G2.com.

The only downside I can find is the Help Center management that could be a bit more refined and easy to use. Sometimes when we need to make editions to multiple pages in one go, it becomes a bit too hard and manual. Review collected by and hosted on G2.com.

Intercom has been such a solid platform for us to grow with. Handling everything from our basic inbound support requirements, as well as offering extensive in-platform tools for outbound support, marketing, and product updates for our customers. The ease of use, ease of administration, ease of multimodal support (phone, email, chat, etc) make it such a wonderful product to use. Advances in automation possibilities, and AI via Finn continue to make Intercom even better. Support has always been on hand to assist us with any questions. Integrations with other platforms allow for impressive flexibility to meet even the most complex business requirements. Review collected by and hosted on G2.com.

The mobile app can be a little slow when on the road Review collected by and hosted on G2.com.

Intercom is pretty much the only software needed by our Support department. The system basically has a built-in workflow so that your Help Center documentation works with your Coversation and live support team. This then integrates with the Dev team's software, making it a one-stop shop for all resources and parties involved. We are getting close to taking advantage of all the new AI features, but know that that won't be such a huge challenge because it feeds off the content that we already have in the system. We know that the AI features are a great tool because as a customer of Intercom, I can see how their support has already improved. The fact that you can customize and build automation as needed is incredible and has helped keep our customers happy. Retention rates I'm sure have improved because of the automated responses and workflow in Intercom. It's a monster system that pretty much offers everything you need and more. Review collected by and hosted on G2.com.

Intercom has made a ton of improvements recently on the UX, which makes it way more intuitive. It's much easier to find features, but I still can get a little lost. There is so much to the system, and that involves a learning curve. If you don't have any experience with Intercom, you can't just dive in right away. It takes a minute. Review collected by and hosted on G2.com.

We use Intercom as our primary support modality which sees in excess of 500 conversations take place per day.

Intercom is constantly evolving to better meet our needs and has scaled with us from 3 employees to 12. The ability to add extra features that allow us to manage workload at scale has been vital to the growth and success of our operations. The simpler, cheaper plans are great for small teams, while the more advanced plans have been critical as our team has grown. With Intercom, we have been able to manage the enormous scaling of our operation without overwhelming our support staff.

The AI features recently introduced have been tremendously successful for us. Despite our enquiries often being complex, we were instantly able to achieve a 50% resolution rate, which has since grown to nearly 80%. Without this, we would have required an additional nine staff members, whose training would have resulted in poorer outcomes for our customers and enormous strain on our existing support team. Several rollouts of improved AI features have had a substantial and positive impact on our operations.

When we have required support (which is infrequent) they have been quick to provide solid advice. Review collected by and hosted on G2.com.

All of the features are great, really well thought out and easy to use. However, some of them are not utilised due to cost. The pay-per-send items, such as emails and other targeted initiatives, can become quite expensive given the number of clients exposed to the messaging. This has led us to rely on less efficient methods for sending mass emails. I would love to see packages that better accommodate our needs in this area. Review collected by and hosted on G2.com.

The best with intercom is how all tools complement each other. The support can easily include help center articles which are also reused by the AI chatbot which can help the support... Support knows what outbound communication customer have receive and cave the full context at hand.

I've been using Intercom for almost 10 years now and it's been able to truly evolve while staying simple enough to use and integrate with other solutions. ANd while it's easy to use, you can push it really far building more complex treatment of your customer base.

I personnaly really like the options I have to build a perfect onboarding to my product in the same system that handle the support. Couldn't ask for more. Review collected by and hosted on G2.com.

I think the only downside is that Intercom is always pursuing innovation and some smaller features that would really help might be missing.

And not only Intercom's issue, but AI chatbot are not that efficient for custom tailored/on order products. Review collected by and hosted on G2.com.