Intercom Reviews & Product Details

The best and most productive part of Intercom is the ability to duplicate all the cards/assets in a series. Once I've completely fleshed out the entire onboarding series for one set of customers, I was able to duplicate all the assets at once, shift them down and easily create a new branch for a subset of customers. This is an amazing time-saver when I need to customize/tweak one or two of the cards, but the rest of the onboarding process remains the same. Review collected by and hosted on G2.com.

From time to time I've had it hiccup during the save process and I'll end up tweaking something to reestablish the connection to fix the problem and save the series. Review collected by and hosted on G2.com.

Keeping my customers satisfied without leaving them behind after the transaction has always been a major issue for me. I was able to handle the backlog of customer queries, unanswered chats and misdirected emails after implementing Intercom. Our users can get instant answers by typing into the website or mobile app. In addition to that, the system uses bots to automate responses or redirects the conversation to the appropriate team if we can’t respond immediately. I can now see the full scope of a customer’s engagement history and consolidate all their information in one place. Personalization, which allows us to send personalized messages to customers based on their actions, is another important aspect that has improved our user experience. Review collected by and hosted on G2.com.

In cases where bots have difficulty understanding the more complex questions, a human agent is called to continue the conversation. We have learned to modify automated flows to reduce the occurrence of this, however it can still be annoying for consumers. Review collected by and hosted on G2.com.

I've been working in the last 7 years at the industry of communication, different market areas as Telemarketing; Sales; B2B and Costumer Success. Through my professional journey I've used many different apps for communication with clients and Intercom has been by far the single best platform I've ever used in this sense. It manages to integrate different canals into one application. It is a pretty intuitive tool, no much training is required to learn the many features available there, which makes it ease to implement; I use it frequentely, day-to-day basis as my main communication channel; and if I even got any doubts or face some issues/bugs, the customer support team has always been very helpful and prompt to assist me. Review collected by and hosted on G2.com.

Maybe the only complaint I've got whereas the usage of the tool it is the many filters available. When searching for a specific chat with a client from company "A", all the chats with all costumers from that company will be displayed if I don't know the exact name of the costumer or their e-mail. I believe that if "keywords" would be implemented as a search feature we woudn't have to select many filters to search for one chat. Beyond all that, the tool is amazing and I've been using it everyday for the past 3 months. Review collected by and hosted on G2.com.

The things I like best about Intercom is the seamless navigation and interface, the variety of features that allow to manage the customer journey effectively, the increase of productivity and KPI's it brought to our Customer Support service, and the new AI feature that is outstanding. It is by far the best ticketing platform I've ever worked with. Review collected by and hosted on G2.com.

The only downside I can find is the Help Center management that could be a bit more refined and easy to use. Sometimes when we need to make editions to multiple pages in one go, it becomes a bit too hard and manual. Review collected by and hosted on G2.com.

Intercom is pretty much the only software needed by our Support department. The system basically has a built-in workflow so that your Help Center documentation works with your Coversation and live support team. This then integrates with the Dev team's software, making it a one-stop shop for all resources and parties involved. We are getting close to taking advantage of all the new AI features, but know that that won't be such a huge challenge because it feeds off the content that we already have in the system. We know that the AI features are a great tool because as a customer of Intercom, I can see how their support has already improved. The fact that you can customize and build automation as needed is incredible and has helped keep our customers happy. Retention rates I'm sure have improved because of the automated responses and workflow in Intercom. It's a monster system that pretty much offers everything you need and more. Review collected by and hosted on G2.com.

Intercom has made a ton of improvements recently on the UX, which makes it way more intuitive. It's much easier to find features, but I still can get a little lost. There is so much to the system, and that involves a learning curve. If you don't have any experience with Intercom, you can't just dive in right away. It takes a minute. Review collected by and hosted on G2.com.

We use Intercom as our primary support modality which sees in excess of 500 conversations take place per day.

Intercom is constantly evolving to better meet our needs and has scaled with us from 3 employees to 12. The ability to add extra features that allow us to manage workload at scale has been vital to the growth and success of our operations. The simpler, cheaper plans are great for small teams, while the more advanced plans have been critical as our team has grown. With Intercom, we have been able to manage the enormous scaling of our operation without overwhelming our support staff.

The AI features recently introduced have been tremendously successful for us. Despite our enquiries often being complex, we were instantly able to achieve a 50% resolution rate, which has since grown to nearly 80%. Without this, we would have required an additional nine staff members, whose training would have resulted in poorer outcomes for our customers and enormous strain on our existing support team. Several rollouts of improved AI features have had a substantial and positive impact on our operations.

When we have required support (which is infrequent) they have been quick to provide solid advice. Review collected by and hosted on G2.com.

All of the features are great, really well thought out and easy to use. However, some of them are not utilised due to cost. The pay-per-send items, such as emails and other targeted initiatives, can become quite expensive given the number of clients exposed to the messaging. This has led us to rely on less efficient methods for sending mass emails. I would love to see packages that better accommodate our needs in this area. Review collected by and hosted on G2.com.

Intercom is ultimately the best support tool I have worked with (previously used Zendesk and Salesforce). It’s hard to give specific examples, but it’s the platform as a whole that makes it so easy to navigate through the entire help center and help desk. You can easily gain insight into your colleagues and their workload, and it offers a vast number of native features that customer service representatives would typically request. As an administrator, I’m a huge fan. We came from Salesforce, where every desired system change felt like a major operation requiring coding skills. Their entire focus on AI is also perfectly aligned with the direction we want to take with our help center. Review collected by and hosted on G2.com.

I think Intercom has focused a bit too much on AI and other advanced features, which has caused them to overlook what I consider to be basic functionality. For example, you can send emails, but you can’t BCC. You can’t export a ticket in the same way as Zendesk, where you get all the data (images, internal notes) — instead, you only get plain text in a .txt file. You can’t create sub-bullet points. They don’t have internal checklists (I miss checklists like the ones in Trello). From my perspective, these are small features, but they are things you expect as a customer, especially when the system can already do 50% of these tasks. There are checklists, but only customer-facing ones. You can send emails but not BCC, and so on.

Additionally, the ticketing system and merge function still need some work. It’s clear that Intercom was originally a chat tool that later expanded into email and ticketing, but they haven’t quite caught up. For example, our customers don’t receive a ticket number unless we enable the "send ticket status emails" option. It’s essential for customers to know their ticket number, but not necessarily to receive updates about every stage of the ticket. This forces us to send status emails just to ensure our customers have their ticket number.

You also can’t change the subject line, which is a major inconvenience. This applies even when I contact Intercom support — all my inquiries are titled "speak to support," making it hard to navigate the ticket portal and the messenger bubble, especially if you have multiple ongoing conversations.

Overall, these are features I miss and believe should be part of a system that already does so much. Review collected by and hosted on G2.com.

Intercom is really easy to use ,I use it every day to stay connected with our customers, and it has all the features I need. I really like the feature where we can snooze the ticket if we don't want to close it, also like the feature where we can crete a back office ticket. Their support team has been super helpful too. Review collected by and hosted on G2.com.

Honestly, there’s nothing I dislike about Intercom it works great for me. Review collected by and hosted on G2.com.

I love how Intercom allows me to answer many questions fast using macros and other tools. I can work through 50 questions or even more within an hour!

We are using a comprehensive Admin system for our service and I can easily tab between the Admin system and Intercom to pull data from one source to the next. Review collected by and hosted on G2.com.

I don't dislike anything really. But I would like to have shortcuts to my Macros because I use them so much. Especially some particular ones like:

Kind regards,

Niklas

If I could just set up a shortcut in Manage macros when I create my custom Macro I would be able to press CTRL + any key to access this particular Macro. Review collected by and hosted on G2.com.

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.