Intercom Reviews & Product Details - Page 2

The product itself is intuitive and robust and the investment the company has put into its AI offering has really paid off. We've seen a massive improvement in the AI chatbot's answers which are now deflecting around 50% of our conversations and allowing our team to work on more complex issues. The tool integrates with a ton of other products and serves most of the needs we have at the moment. The Customer Support team, as well as our Relationship Manager, are excellent and always super helpful. Review collected by and hosted on G2.com.

It's not great for small companies that have multiple products. We are a small support team that wants to be able to support two different customer bases using two different products on different domains in the same workspace, but we currently have to manage two workspaces for the same team. It's also pricey compared to other help desk software, especially since each add on tends be an additional cost. The pricing model is also not great for our business model as far as using the tool for multiple departments (Support, Marketing, and Sales)—if we used it for all three, we would blow out our budget in one of those departments since we have to choose either active users or people reached to be billed for. Because of that, we had to reduce the amount of outbound contacts we were making with Intercom and focus on using it solely as a Support tool. Review collected by and hosted on G2.com.

For me, the most beneficial feature is the easy way that I can create emails and chats to the different areas and people that I am constantly responsible for assisting. I work 5 days a week and have different interactions with customers every day, but this tool just makes it easier for me to provide good customer support, make it clear, and also for them to understand our way of communicating via emails or chats. Review collected by and hosted on G2.com.

Perhaps one of the things that could be a problem for me is just the double chats and emails that I'm getting all the time, but at this point, I know how to deal with them and integrate them into the new ones with the clients and how professional I have to be, apply the knowledge that I have and provide the best for those situations. Review collected by and hosted on G2.com.

We are a business inteligence company and have been using Intercom for 7 years for B2B. And we love it! Especially in the last few years, Intercom has proven over and over again that they are a leader in taking advantage of tech innovations and using it to launch new features. The turnaround time is fast which allows them to be ahead of their competition.

What I like about the tool the most:

1. Good UX that's easy to use by our reps

2. Lots of important features that every CS team needs like workflows, views, AI copilot, reports, API for building more custom reports, managers having a clear overview of all queues and rep statuses

3. AI Chatbot (Fin) which, after it's well set up, adds real value to the day to day work and saves a ton of time that reps can then invest in other more impactful areas.

4. Lots of options to customize the messenger popup, AI bot handoff steps, etc.. Review collected by and hosted on G2.com.

When pushing custom properties into Intercom (like company or contact data), things can get messy really fast. When editing workflows, chat campaigns, or rules, there's no indicator if the selected property is a company or contact property, or any other type of property. This makes it very time consuming to set up and maintain automations and workflows. It also makes it harder to handoff admin responsibilities to another rep at the company.

Whenever I asked for practical insight into how to set up workflows or the AI bot, the only resources I got access to were case studies or blog posts which don't talk about any specific ways how to set up e.g. the handoff sequence of Finbot. I'd love to learn more about how other companies solve some of the challenges we have, or have Intercom walk me through the setup. I eventually figured everything out but it'd help to have more guidance during the first steps of adoption. Review collected by and hosted on G2.com.

Intercom is a comprehensive solution for customer support for our clients, employees, and contractors. We have only been using this solution briefly; however, Intercom allowed us to consolidate online chat, SMS, phone, and email support in one place.

Transistioning to a new system is always cumberson but the integration team is knowledgeable and has made this process less painful. Review collected by and hosted on G2.com.

I would suggest a more detailed outline of the transition and setup process. Review collected by and hosted on G2.com.

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.