Intercom Reviews & Product Details - Page 5

We use this mostly every day I like how easy it is to track and manage customer conversations in one place. The tools for automation and reporting are also really helpful for improving efficiency and providing better support. Review collected by and hosted on G2.com.

One thing I don't really like is the font. Review collected by and hosted on G2.com.

We are a SaaS startup that began using Intercom three years ago. The Intercom Startup Program gave us significant cost savings during our first year. By integrating Intercom into our service, we’ve been able to offer instant assistance to our site visitors and users. The platform’s extensive documentation and responsive support have been invaluable in helping us take full advantage of its features. I highly recommend Intercom—it has streamlined our support workflows, saving both time and money while enabling us to provide more efficient service to our customers. Review collected by and hosted on G2.com.

While Intercom has good documentation, some users report slower response times from Intercom's own support team, which can be frustrating if you're dealing with a time-sensitive issue. Review collected by and hosted on G2.com.

I find Intercom easy to navigate and explore, making it simple to access the features I need. I also love the feature that provides suggestions related to my queries, which helps me find solutions quickly and efficiently. Review collected by and hosted on G2.com.

Sometimes, I experienced occasional glitches while using Intercom, but the support team was responsive and able to fix them efficiently. Review collected by and hosted on G2.com.

As a customer support for over 7 years, I have used different types of CRM and I can say that Intercom is one of the most user-friendly! Not just that, it is easy to set up their Automations and FinAI is the best! Ever since we used their "Suggested Help Articles" we have been getting fewer tickets. So helpful! Review collected by and hosted on G2.com.

Right now, I can't think of anything, to be honest. So far, my experience with Intercom is great! Review collected by and hosted on G2.com.

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.

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.

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.