Intercom Reviews & Product Details - Page 3

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.

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.

The AI components within Intercom are awesome. The AI Agent has saved my teams tons of time on inquiries. We thouroughly enjoy watching Fin work its magic answering our common questions!!

I love that Fin gains its knowledge from all of ours assets - Custom Answers, highly rated conversations, Articles, and Snippets, and that Intercom has created a Knowledge Hub where we can organize all of these for easy updating and creation! Review collected by and hosted on G2.com.

They've been working on reporting and metrics, which is great. They could use a little more work so you can have more customization on what you want to view.

Intercom's own customer support has gotten better as well but it can still take a while to hear back or get help. Sometimes the support people seem to need to get additional support or questions answered before they get back to you. Review collected by and hosted on G2.com.

Every important matter is highligthed, you receive a lot of updates,a nd notifications about it, and also everything can be toggled to be seen or hided.

I use the app evey day, and 1 to 2 times a week, I receive either updates, advices, and paths to learn how easy the tasks are when you use intercom.

Also, the support that the app gives you in the chat is very high, ver effective, and very fast. Review collected by and hosted on G2.com.

I dislike that sometimes, the app overloads with information and starts to run slowly, and you can either wait until crashes, or you can refresh it for a temporal solution. Sometimes, the app needs you to restart the pc in order to start working good again.

I don't like that some of the vital points of the app are not very well integrated, or related between them (Things like datapoints, and quick links) and sometimes, the relation between those is outdated, and creates an issue in the information. Review collected by and hosted on G2.com.

Intercom allows us to manage both reactive and proactive support, set automations to provide customer support in context, and make the best of our resources.

Implementation and onboarding of the team was a breeze, and we continue to learn its features with Intercom Community and Academy. Review collected by and hosted on G2.com.

While Intercom gives a great solution to house our help center, formatting and editing are not very flexible, so we feel we're constricted in terms of fonts, images, and interactive elements.

Additionally, we've had some issues with integrations mainly with Salesforce and Client success. Review collected by and hosted on G2.com.

I like that Intercom is easy to use and has helpful features that make customer interactions smoother. We use this every day for customer support. I also love that they send updates about the application, including changes and what we can expect moving forward. Love that! Review collected by and hosted on G2.com.

There is nothing I can put my hands on at this time, everything is going smoothly. Review collected by and hosted on G2.com.

The impact of FIN AI has had a significant and immediate effect which helps us to construct emails professionally. Review collected by and hosted on G2.com.

It becomes challenging to promote the use of additional features due to the complicated pricing structure. Review collected by and hosted on G2.com.

Intercom has saved me an outrageous amount of time over the last two months. As a sole marketer (who also handles the whole communication flywheel), Intercom Series have been a gamechanger for me. I have built email and chat flows across our whole sales funnel, from trial signup and activation to customer onboarding and review campaigns.

Series are super easy to setup (from product events triggering automated outreach to email actions opening up automated email flows).

Intercom integrates with all of the tools in our tech stack and with our product really easily. Review collected by and hosted on G2.com.

The only downside to using Intercom is that I don't have a team around me helping with activation and customer onboarding. I don't think I've saved more time with any other tool (besides ChatGPT). Review collected by and hosted on G2.com.

Intercom took every main need Customer Support teams need to executure the best job for our customers and turned it into a high quality, multi-functional use for CS teams- and did so while making it the most user-friendly application. Our team has used other *big name apps I won't mention* and we all have agreed Intercom is the BEAST of these. Not only does Intercom hardly lack featues, they consistantly listen to the needs of teams and work accordingly. I don't ever see us not having Intercom in our journey. Review collected by and hosted on G2.com.

There really are no dislikes about Intercom. Is there features they lack? I mean, yea. Just lik every other app in this world. With Intercom, you can count on your voice being heard and your needs deeply considered. Review collected by and hosted on G2.com.