Intercom Reviews & Product Details - Page 6

Having access to the appropriate tools is crucial for me as our company's Customer Success Manager, since it determines our effectiveness and influence. For our team, Intercom's FIN AI Copilot has changed everything. Our operations and communication quality have significantly improved as a result of our capacity to rapidly access knowledge, automate responses, and provide real-time customer support.

My team has saved time on repetitive chores by using the AI Copilot's intuitive interface to swiftly access accurate information. Because of this, we are able to concentrate on offering our clients higher-value services, which has increased our response times and customer satisfaction levels. It's been a huge help to be able to optimize procedures without sacrificing service quality.

One particularly noteworthy aspect is the clever suggestion engine. The program makes sure that everyone is on the same page and gives team members—especially the more recent hires—greater confidence in their interactions by recommending suitable answers based on previous encounters. Furthermore, because the AI can learn from repeated interactions, it continuously adjusts to meet our needs and gradually increases our efficiency. Review collected by and hosted on G2.com.

Because Intercom has so many capabilities, new users or those not accustomed with the platform may find it daunting at times. Without significant training, navigating the depth of capability can be challenging. Review collected by and hosted on G2.com.

I use the Intercom chat service daily, and overall, it’s an excellent platform. The interface is intuitive and user-friendly, making it easy to navigate and manage multiple conversations at once.

I particularly appreciate how simple it is to insert files directly into chats, which helps streamline communication. The tool is also reliable and efficient, rarely having any downtime or issues. The search function generally works well, allowing me to quickly find previous conversations when needed. Review collected by and hosted on G2.com.

One small area for improvement is the search functionality. Occasionally, the results are a bit confusing, as the chats are not always sorted properly by date, which can make finding the correct conversation harder. It would be great to see this refined in future updates. Aside from that, I’m very satisfied with the service and highly recommend it! Review collected by and hosted on G2.com.

Intercom is an exceptional platform for customer experience, support, and engagement. Its user-friendly interface and dynamic features promote seamless product adoption. What stands out most is their team—support, sales, and account management all genuinely value feedback and foster a true partnership. Intercom's focus on AI has been a game-changer, saving us time and money. It's rare to find a vendor that feels like an extension of your team, and Intercom excels in both their product and customer relationship. Review collected by and hosted on G2.com.

While the platform excels overall, there are a couple of areas for improvement. The reporting features could be more robust, and some workflows could offer greater flexibility. However, these are largely personal preferences rather than flaws in the product. Review collected by and hosted on G2.com.

A dynamic platform for communicating between team members and keeping in contact with customers.

It is rich with features (way more than I make use of, but nice to have*) and has powerful tracking and data collection functions which are very useful. Review collected by and hosted on G2.com.

Can't say I've got any dislikes to report. Review collected by and hosted on G2.com.

Loads of features that make it really easy to create specific experiences when you have a complicated product, the workflows tool is way better than any competitors.

Super easy to use and manage your conversation workload. Our agents really enjoy using it and much prefer it to the tool we used previously.

AI agent running off your knowledge base is super handy - we only need to update our product info in one place

Support are super helpful and can answer really technically complex questions, which is fab

Lots of options for building reports Review collected by and hosted on G2.com.

Lot of people will say the price. It is expensive, but when you compare that to the time you save over using something else, I think it's a bit of a no-brainer. They have simplified their pricing a lot more in the last year or so too, which makes it much better

The integration with HubSpot is not so good, but I think this was maybe on HubSpot's end. It made the migration across a bit of a pain, as our sales/success teams weren't able to see conversations in Intercom as easily as we'd have liked. This has been made a lot better with the introduction of Lite seats, which we didn't have before (also solvable if you know what you're doing with Zapier/Make)

But in short I'm definitely a fan Review collected by and hosted on G2.com.

It has a really intuitive customer service AI system of learning - taking the combination of high end security with world class AI Review collected by and hosted on G2.com.

Not much it really is evolving too over time with focus on the core AI assistant model Review collected by and hosted on G2.com.

Simple, Easy to use and solves majority (if not all) our technical requests from inbound customers. This has been game-changer for our entire company, and provides top-management a full visual of chats, follow ups and customer journeys. It's been instrumental in our growth as a company, and at solving issues in our start up phase. We rely on this multiple times a day. Review collected by and hosted on G2.com.

not much to dislike. Required our full technical team to be a part of implementation, but thats mainly because our Sales and Marketing team are not incredibly tech savvy in back end development. Review collected by and hosted on G2.com.

I think it's a testament to Intercom that it's been the go-to tool for customer communications in the last three companies I've worked at, ranging from small startups to large public organisations.

As a Product Marketing Manager, I love how intuitive, user-centric, and visually appealing Intercom is. From recruiting users for beta testing to sending newsletters and building product tours, it's fantastic to cover such a range of capabilities with one single tool.

Their customer support team is also excellent. Whenever I've encountered a blocker, they've been quick to respond and provided great support. Review collected by and hosted on G2.com.

On the downside, because it's such a powerful tool, I often find myself Googling where specific features live, even after years of using it. Improved in-platform navigation and searchability would make a big difference. Review collected by and hosted on G2.com.

I love that Intercom has a widely integrated system to provide granularity and precision when we build customer communication strategies. I can be very specific, and there are many functionalities I can choose from. It's my daily job to use Intercom and I really like how easy it is to get in touch with my customers, providing support not only via chat, bu being able to link knowledge base articles as well is really powerful! Review collected by and hosted on G2.com.

AI is still a bit confuse to set, also not being able to delete some old stuff. This has been improving with time, though. Review collected by and hosted on G2.com.

Intercom has a complete package of customer service tools, including documentation (knowledgebase), on-site messaging, ticketing, site tours, and other user adoption tools. The app itself is blazing fast, which is a pleasure to work with. The Wordpress plugin works like a charm: if you run a Wordpress site, user data is synched automatically with the plugin. I appreciate the fact that the tool is not metered by number of users, so if you have a large number of free users, you don't get charged unless you send them certain types of messages. Customer service is always friendly and usually can help me get to the answer. Their own AI customer service tool is generally good & saves a lot of time. Review collected by and hosted on G2.com.

There is definitely a steeper learning curve than I was expecting, as a solopreneur. Some things are really much better if you can get developer hours (on-site tours and event tracking are examples). Some parts of the tool are not customizable -- you have to accept the existing formatting or setup (banners, site tours, posts). There is no built-in option for multilingual site tours. Review collected by and hosted on G2.com.