Video Reviews
Instant tool to offer support
Very easy to use
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3,338 Intercom Reviews
Overall Review Sentiment for Intercom
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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.
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.
I like it best when we can use third-party AI assistance like Grammarly without experiencing any bugs or issues. I like it even more because the interface is very simple which makes it easier for us/ me to navigate the tool. Review collected by and hosted on G2.com.
What I dislike about it is that sometimes there is a delay but I'm not really sure if an external issue can be also the cause of it like a network connection error. Review collected by and hosted on G2.com.
You can track any emails received, keep tabs on your teams workload, make and answer phone calls, have multiple users, check old conversations/tickets Review collected by and hosted on G2.com.
You cannot see open and snoozed conversations in the same viewing. You need to click between the two. There should be a feature where you can display both without clicking between the two. Not as simplified as the likes of zendesk Review collected by and hosted on G2.com.
They fluidity of the UX. How in depth it is regarding customisation. This makes managing different clients easy. Review collected by and hosted on G2.com.
Difficult to integrate if you have no knowledgle Review collected by and hosted on G2.com.
Intercom is an incredibly user-friendly tool to use from both an agent and admin level. It has given us a powerful connection to our customers. We have been using it for roughly 8 years now and have continued to implement new functions as the business grows. It is very easy to implement and grow. Review collected by and hosted on G2.com.
Sometimes getting support back from them can take some time. Review collected by and hosted on G2.com.
