Intercom Reviews & Product Details - Page 3

The chat modality has been a game changer for our business, allowing us to provide near-instant support where previously we had been spread across multiple channels. We have been able to integrate several channels/apps that we use, which additionally helps with triaging feedback and customer concerns. The team orients to it quickly, and are able to move within it without too much confusion. We use it all day, every day, and it has been a game changer for our org. Review collected by and hosted on G2.com.

There are some data limitations that affect us; it would be great if they could make that side of things more robust. Review collected by and hosted on G2.com.

I think the most helpful features of Intercom are its customizability - you can add personalized fast replies easily, labels, etc. It's very easy to use but it takes some time to learn all the features and how to get the best benefit. I like how you can organize inboxes which creates focus. I've been using Intercom as a customer support person daily as the main support tool. I've used Intercom chat and email support, Help Center and outgoing mails and what is great how everything connects together. You can easily send out Help Center articles in a chat or you see the HC pages the user has visited before they've entered the chat. Review collected by and hosted on G2.com.

There are so many things in Intercom that it takes time to learn everything. But once you do, it's really good! Review collected by and hosted on G2.com.

We have used Intercom for the last six years and one thing I have noticed is that it rarely has issues. It's reliable and hasn't give us any major trouble in the last six years.

When I joined the company, our Intercom was already setup so I could say how easy it is to implement and integrate.

It is definitely easy to use though, everything you need to respond to customers and monitor your team's performance are readily available.

We use it on a daily basis and all our support interactions (email, chat, fb) goes through Intercom.

I loved how support was a few years back but now that they have implemented AI, it's kinda hard to get a live person. Review collected by and hosted on G2.com.

While it's super stable and they usually add more stuff and entice you with it, there is always a paywall. You can get the good stuff only if you pay more. Still the basic version is good enough. Review collected by and hosted on G2.com.

1- Their very generous startup tier.

2- Awesome support

3- The outbound tools are just amazing

4- Integrations with everywhere

5- Adding it to my backend was a pleasure, plug and play pretty much.

6- The team and I can't live without it anymore and use it primarely. Review collected by and hosted on G2.com.

I wish there was an easier way for teams to collaborate on one ticket. We chat with each other via comments and it isn't as pleasent.

For mobile view, I wasn't able to modify where the hovering badge was placed, and it covered a bottom nav bar we had. Review collected by and hosted on G2.com.

The most helpful part is having the ability to answer live-chats, emails, and tickets in the same place. It's very useful for reporting too - it gives you insights in how your team members are handling their workload and allows for adjustments were needed. There are a lot of functionalities that can greatly benefit a business in handling their customers - e.g. workflows to allow for automatizations, etc. Review collected by and hosted on G2.com.

Least helpful would be the fact the servers can go down at any time and prevent us from being able to work - e.g. there was a recent event where the US servers were down and we were unable to work for a period of time, which can lead to a bigger backlog. However, I do appreciate how fast this was handled by Intercom's team. Review collected by and hosted on G2.com.

Earlier we were using Excel sheet in which everything was a mess. Shifting to Intercom has been a game-changer for our team! —it’s a comprehensive customer engagement platform that has elevated how we connect with our customers. The combination of live chat, automated messaging, and a robust help center has helped us deliver personalized experiences at scale. Review collected by and hosted on G2.com.

Price can be high for small team.

It will be good if we can filter the tickets according to the user, when we go to ticket/web bugs/mobile bugs, sort option are newest/oldest/started etc and not based on users. Review collected by and hosted on G2.com.

It has been a great way for us to handle customer support inquiries, tickets, and support issues in an organized manner. Before we used Intercom, things would fall through the cracks as messaging came through email, Slack, and various other channels. This helps us organize requests and get them back to the client quickly. It was really easy to integrate it with Coda, Gmail and other platforms we use. Review collected by and hosted on G2.com.

Customizing and setting up the automation involves a learning curve. Although it's a powerful tool, the setup process isn't quick. Review collected by and hosted on G2.com.

What I love most about Intercom is the flexibility it gives me to be creative when designing customer interactions and automation flows. It also provides a clear and organized overview of email templates and makes collecting NPS scores effortless, ensuring a structured and data-driven approach to customer feedback.

At work, we rely on Intercom for Customer Support, handling all incoming messages daily. It integrates seamlessly with our CMS, making communication smooth and efficient. Plus, the implementation was incredibly easy, allowing us to get up and running in no time. Review collected by and hosted on G2.com.

Some features are only available in higher-tier subscriptions, which can be limiting for smaller teams or businesses. Review collected by and hosted on G2.com.

Outbound tooling that allows for direct 'in-context' communication. The possibilities to give your customer the context/support they need at the point where they need it, allows for a smooth and effortless experience for your end-user. In combination with the omni-support channels, I think it is a very complete product. Review collected by and hosted on G2.com.

The combination of conversation and tickets is a bit strange, as they both seem to leverage the same underlying object. This causes some strange behavior at times in applying automations regarding SLAs or conversions. In the end this impacts in gaining proper insights in how we have performed. Review collected by and hosted on G2.com.

*Extremely user-friendly and intuitive interface

*Great design for both agents and users

*Easy in-platform communication between agents and teams

*Robust ticketing and snoozing options for customer support teams, making it easy to reply and handle tickets

*Powerful AI that feels natural to users and learns from support agents, enabling autonomous replies

*Wide range of integrations with other platforms

*Useful features like macros and customizable permissions

*Strong team management capabilities (like custom permissions)

Overall, the best support platform that I have used as an admin. Review collected by and hosted on G2.com.

*Marketed as more than just a support platform but primarily excels in support

*Expensive marketing functions

*Building workflows can be challenging

*Advanced reporting options require a higher plan, limiting access to detailed reports for lower-tier users

*High pricing, especially for small businesses Review collected by and hosted on G2.com.