Video Reviews
Instant tool to offer support
Very easy to use
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3,354 out of 3,355 Total Reviews for Intercom
Overall Review Sentiment for Intercom
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Comprehensive Features and customization options. Intercom offers live chat, email campaigns, help desk, and knowledge base in one platform. You can also integrate it with Slack, Salesforce or Jira.
I can't imagine using any other tool! Review collected by and hosted on G2.com.
Some features may require time to master. Support could reply faster ;) Review collected by and hosted on G2.com.
Look and feel, integrations with Jira and multiple support channel all-in-one Review collected by and hosted on G2.com.
We had to re-do our integration because of some decisions that we didn't know impacted the data quality from the beggining. Review collected by and hosted on G2.com.
The ability to keep daily communications with customers in one place and easily respond to live chat as well as automate email drips. Review collected by and hosted on G2.com.
Having to upload images that we send for FAQs every time. If there was a library where we could keep all these in intercom, it would be a game changer. Review collected by and hosted on G2.com.
The most helpful thing about Intercom is Fin. Fin has helped free up so much time for my support team, so they can focus on more difficult questions. Review collected by and hosted on G2.com.
The only downside is the interface isn't as user-friendly as I would like. It's okay, but it changes a lot, and it's getting better. Review collected by and hosted on G2.com.
Centralized, Fin agent is taking a huge part of the workload and is getting better and better with time. Tags really help to track and macros helped me save a lot of time. Customer service is very responsive. Review collected by and hosted on G2.com.
Sometimes it will direct messages to other people in the organization and we have to reset it. Review collected by and hosted on G2.com.
It's easy to use and that it continues to upgrade its product as time goes Review collected by and hosted on G2.com.
Certain parts of the feature are not that flexible but other than that everything is good Review collected by and hosted on G2.com.
There are 2 parts to my department, support and success. For support, intercom has been very helpful; however, for success it has been a nightmare. The sales representatives at intercom assured us that their platform can be used as a CRM and we fell for it. It is difficult to use, picks and chooses when to save data, and if a CSV is uploaded, intercom will delete other information randomly. Also, customer service at intercom is probably the worst I've ever encountered. Review collected by and hosted on G2.com.
See above - bad customer service, unreliable platform for CRM purposes Review collected by and hosted on G2.com.
Intercom makes it really easy to provide effective customer support with a multifaceted approach. It integrates directly with your platform so that you can communicate with customers in all different fashions, being as loud or quiet as you'd like to be with those communications. Walk customers through your platform with tool tips, make announcements about product updates or upcoming platform maintenance, and quickly reply to customer questions via the chat function. The number of possibilities with Intercom are almost endless. Review collected by and hosted on G2.com.
Because there are so many capabilities within Intercom, it can be difficult to understand the best approach for your goals. Review collected by and hosted on G2.com.
The ticket management macros and many shortcuts. Review collected by and hosted on G2.com.
Nothing can I share now but I would like Intercom to improve their Notifications Popup on their App on iOS or Windows. Review collected by and hosted on G2.com.
The ease! First time Intercom user but my line manager did not have to spend much time training me how to use this. I'm sure we've not maximized its full potential yet but that's because our field isn't really that intensive on tech, so what we use it for, which are mostly customer service, live chat, and email, and its needs are met! Review collected by and hosted on G2.com.
There isn't any that I could name, to be honest, as I feel I have at my disposal all the features that I need for my role. I understand this asks for cons, and sorry I still gave pros! :p Review collected by and hosted on G2.com.
