Intercom Reviews & Product Details

Customer interaction. I love being able to quickly respond to customer queries, requests, and anything that my customer needs. I love being able to publish articles easily.

Product tours need some work. They are quite buggy, especially with the point-and-click. Other than that, I really like the product and I have been very pleased with it.

Customer interaction. Providing quality and immediate content to my customers. I can create and get content right in front of my users. It integrates with other software that i use too.

Easy to use, response time is under a minute and the chat feature shows the entire history of the chat!

Sometimes people leave their computer or that screen so the time out can be quick and would need to open up a new chat to continue the conversation

helping get in contact with clients faster, easier transition to understanding which department the client needs to speak with

I love that this messaging tool is created to be constantly evolving and developing. Frankly, it's been a game changer in how we use customer targeting, engagement, and segmentation in our daily processes. There is no other tool that matches the experience and product- I could never go back to anything else.

The only real pain point is the response time when working to communicate with their support team. It's almost a bit ironic that this is the biggest area they lack for support-based and responsiveness.

Instant messaging, client segmenting, automated responses, AI bots, custom banners, and so much more. I love that the product isn't limited to being only for "chat". Customer communications and engagement are undervalued. Additionally, they combine metric tracking that greatly impacts how we evaluate our current processes and experiences.

Intercom is simple to use and streamlined to create a robust help center and address client needs. We love it!

The only downside from what I can tell is that their still growing and learning, which is never a bad thing - just means they have to put in more effort!

Intercom is constantly updating and creating new features that impact our business and

I think it's a good software that helps a lot in performing the functions of providing the best customer experience. Through Intercom we were also able to map user behavior, which is interesting for them. Intercom support is good too.

It is common for them to have bugs in Intercom and this sometimes interferes with the day to day work. For example, in the contact filters part, I always have problems.

Specifically in my role, Intercom helps me monitor strategic KPIs related to user behavior. From there, I can plan new strategies.

Simplicity about the whole platform and the ease of using it

Maybe some feature that would allow me to insert my custom background

Im with direct contatc as a product support specialist with our clients

I love the keyboard-only navigation on Intercom! It makes workflows much faster, and the Ctrl K menu!!! Amazing. Native Dark Mode, that's also great! I had to install a chrome extension to get dark mode. Now, night shifts are a breeze :) Collapsible menus are also a great addition. But for the most part, it's the keyboard-only nav for me!

Not much room for improvement, if I'm honest. There are some slight issues, like when a teammate adds a note to your conversation, you get automatically switched to note mode; luckily, notes and replies are saved :)! Other sections (Reports,Contacts, etc.) still do not have dark mode, which is okay, since they're not used as much, but it would be perfect to get DM there as well :) And please, bring the inbox of love back! <3

Catching SLAs and keeping track of how productive you are, how satisfied clients are. Our conversations rarely go overdue, and backlog is so much better to manage.

All are organized on the intercom, no need to go on different pages just to add notes or add articles. Auto-replied messages are easy to manage. The intercom is very users friendly, even new users can easily understand things around them.

I often get the error " An error occurred while loading your conversation" which lasts for more than 10 minutes. That happens maybe when they are doing updates, it's just giving delay to reply with our customers

It helps us assist the client easily since all are set in one area. Most likely if the issue or concern can be answered vie an article that is linked to our website to the intercom.

I love stats and included Jira plugings as well as help center

"Most recent chats" or "history tab" are needed

Communicataion with clients

Intercom is a great way to connect with your customers in real-time and in the proper context. It's nice to get the necessary information about the customers quickly. Assigning intra-team conversations is very quick and convenient.

There are sometimes delays in notifications and communication with these customers becomes a problem. Notifications are absolutely important and there are occasional 'last seen' delays.

It has a simpler interface. Bots are more accessible. customers can find the archives they are looking for faster. With training sessions designed for key members of the team, they can follow everything related to Intercom.

What I like most about Intercom is the effectiveness of the information between the client and the representative. The synchronization with third-party applications such as SalesForce or Jira, and of course the visualization is becoming cleaner and easier to use every time.

The only thing I didn't like is the macros before it was very easy for me to edit and create new macros, but now I don't know how to do it

One of the problems that Intercom has solved for me is the ease of responding to predetermined messages (macros), I use them daily and it makes my time and efficiency at work easier. Also, the notifications, that although I am far from my laptop, when I hear them I immediately run to give a solution to the client, this is perhaps the feature that I like the most

Snooze/close functions are my favourite part.

I'd like to have more than snooze/close to manage multi-step conversations for more complex projects. The way my organization tracks response time works well with intercom for simple client issues, but for multi-step conversations that span weeks and contain complex steps (in my department) some other kind of feature would be great for pending. Also, having an option for attached images to have a thumbnail or preview display in the emails from clients instead of links to them would be stellar. Company logos/social logo images from signatures gum up the list of attachments and lead to a lot of useless clicking and having to guess where the image was in their message.

Allows me to deal with a large number of emails without having any fall between the cracks.

É fácil de usar e configurar, apresenta recursos interessantes como macros, tags, bots e permite automações que precisamos no dia a dia

Algumas automações precisam de desenvolvimento do nosso lado, o que necessita de priorização, mas nada que impacte na experiência.

O Intercom nos ajuda a agrupar vários canais de comunicação, como e-mail, instagram, whatsapp e chat em nosso site. Isso agrega muito valor para o cliente final.

The ease that the program works, facilitates the job very well.

Sometimes when we get a lot of work, the system becomes heavy.

Every time I get a problem with the Intercom connection, you guys solve it fast.

With all the integrations and features, it makes customer support life much much easier.

Not so much disliking, but the newer features all related to calls and mobile aren't very suited for our business.

Dealing with customer queries live and allowing us to tackle issues and find opportunities.

It's quite easy to use and very interactive for both us and our users. There is are a lot of options and customisations.

It takes a while for their support team to respond and most requests we make are never launched as features.

It helps our users to get in touch with us faster than email, the application is easy to use.

The UI is super friendly and easy to understand. The features are quite interesting. We can add the templates according to our needs. The language barrier can be reduced with the translation feature.

We have to reload the page to get the new chats. Sometimes the website takes time to load. Other than that, everything is top notch. Kudos to the developer team :)

We can say that when you are working with the customers from the different countries then the language barrier can create trouble for you. But the translation features take care of this part and make you more flexible The UI is so simple and clean that the end user can rely on the intercom

Allows us to respond to clients quickly and efficiently. Servers are great as well, hardly ever experience any downtime issues and the few times there are some, it is fixed quickly.

It would be helpful if we could close chat windows on the clients' end.

Easy way to respond to clients quickly and provide fast answers they need!

Gone are the days of ticket-based user interaction and support! Intercom has given our team a platform to pivot away from impersonal support to empathy-driven conversations. Our time with users is more prompt, poignant, and fruitful than ever! The real-time chat Inbox feature gives users a direct line to our team, but also allows us to preemptively assist before the user realizes there is a problem.

It can often be frustrating to wait for Intercom's own support team to respond to comments, questions, and concerns. That said, when they do respond it is fully detailed and the conversation is normally wrapped up within a few messages.

As our company has scaled, Support has become a key driver in how the Marketing and Engineering teams make decisions. What used to be tedium has evolved into discovery, as each conversation with a user could become the next big project that our company tackles.

Working together with team members is just amazing.

I missed old Inbox, trying to adopt the new changes.

It enables our customers/potential customers to interact with our team instantly.