The really bridge the gap between customers and our service
Their customer success team is great, even on the days when I'm not the most gracious customer. I even try to emulate some of their practices because I feel heard as a customer when I suggest features or report what I think could be bugs in the system.
The ability to converse with our customers quickly and seamlessly between email and the messenger app is great. They've thought through this feature set very well and it brings us very close to our customers and we are able to convert leads very well through this service too.
Other similar apps function the same, but their UI/UX is lacking compared to Intercom. The actual feel of the app is clean and friendly and dare I say...even fun to use.
Customer success at Intercom is also excellent, they've got our backs and I appreciate it (although getting paired with someone in a vastly different time zone can hold up ticket times on our end).
There are some gaps in the help center and email features. It would be ideal to create/edit documents in a manner closer to Microsoft Word or Google doc, as those are the standard for editing documents these days. Little things like not being able to create a list inside of a document the way I would in other apps can be frustrating, but there is usually a workaround of some sort that will suffice (I'm just picky).
It would also be nice to only be paired with their team members in our time zone. Working in the US and then being helped by a team member from Australia means our ticket times take much longer and conversation is hard to do in real time.
Not Much Competition
Everything has been fantastic from the Customer Success-led implementation process to it being deployed to our users. Multiple compliments on the feasibility of use since purchasing.
From both the administrative and user perspective, the ease of use and just overall depth of what you can create with the product is very impressive. It allows a great amount of customer support to be automated and simplify it's delivery via articles and a knowledge base that'll continually grow.
Although it's not the biggest feature, as a user, I love that it's focused on getting you an answer/resolution the quickest way possible given the same entry method. Type "adding users" in an application with Intercom support will quickly both deliver you articles that can potentially solve your problem or will also quickly deploy a CSM to you to answer it directly in case it was a bit more complex.
Best part though is the feedback cycle, you're typing exactly what you want to know into the application and if no articles return: New Content Topic.
Theres really not much. I've run into situations where it was wrongly applied within other organizations and not properly resourced, giving a less than average experience. But that's not as much specific to Intercom themselves.
Given they are the industry leader, it can come at a premium for a larger organizations.
Lots of Features but Frustrating When Messages Get Lost
Our team used intercom to support a large team of contractors that would frequently visit our website and work with us on a regular basis. We frequently use the "segment" feature to learn more about our population and to send out messages to certain segments.
We also used a variety of integrations. For example, we used upscope.io so that we could immediately screenshare with any user who was on our website if they sent us a message on intercom that they needed help. The user would get a popup asing if they want to let the administrator view their screen and they just need to click "ok." That's it. It's that easy. Upscope.io integrates directly with intercom.
You can also add Google Calendar to intercom so that intercom users can schedule a call with a teammate directly.
Intercom allows for various quasi-queries, integrations, and outound messasges to your users. This is very helpful and is not available in all of the other customer support platforms that I have used. You can find out information about your customer population. You can send messages to only CERTAIN "segments" of your customer population. You can also integrate with a WIDE variety of other softwares to really up your customer support game.
Intercom does not show all of the user messages together unless you open their profile OR they send their message as a response. So, for example, if a customer sends you a message, then 10 minutes later they create a new chat and send a new message, those messages are not linked togather unless you open their profile. I have had the experience of different agents answering the two messages or of answering one message only to see that the same user had sent a correction to their message. This is very frustrating.
It can also be difficult for users to locate the knowledge base which leads to more inbound messages. Intercom is trying to solve this by bot responses, but this is something you may have to pay for.
A Great Lead Capture
Makes customer communication and customer acquisition easier. I wish the chat flows were more advanced and customizable. There was definitely a learning curve with the chat flows. Also, I don't believe I can export contact information with my leads.
-Capturing emails and names
-Integrating to Hubspot and other software for easy lead closure
-Creating chat flows allows us to communicate to customers faster and saves us time
-Would like to combine actions on Intercom
-Hubspot Integration is not perfect; would like to have specific field matching
-Chat flow capabilities are limited
Intercom is The Best chat/support tool available
The business problems we are solving using Intercom are managing incoming requests and sending in-app messages and emails. And Intercom does this with flying colors. Regardless if a user messages us live on our site, via email, or even Facebook, our support team is easily able to reply and help. It also integrates perfectly with our app to provide full visibility of a user easily accessing their profile to gain deeper insights to assist the user even more effectively. There's a reason Intercom is growing so quickly; because it's a great product and is built with quality.
What I like most about Intercom is how easy it is to jump in and begin assisting users with their questions and requests. It's been an invaluable tool for communicating with our users (both clients and developers) on Codeable and we've been relying on it 365 days a year for 5+ years straight. There are so many new features they keep releasing which are often things we didn't realize we need until we tried them and discovered we can't live with them.
For the size of our support team and number of messages we send, Intercom is one of the more expensive SaaS products we use. There are other services that may manage a support center better, but those don't provide the same quality of live chat, self-serving help center, or messenger bots that Intercom provides. While cost is a consideration for all companies, we feel Intercom is still the best value for the money and are happy paying the price for all the value it brings us.
Response from Intercom
A big thank you from the team here at Intercom for your kind words David!
Adds Much More Value Than You Realise
The in-app chat feature (with its cross-platform support for React Native and Ionic) is absolutely the biggest differentiator for Intercom. It is a critical part of our day-to-day operations & every client that has gone the route of implementing it with us has been hugely surprised by the large amount of value it adds to end users.
We are facing ongoing complications differentiating identified and unidentified users. The experimental API available for Android seemed to be heading in the right direction to solve this, but we haven't seen updates on the stub implementation for iOS in over a year (https://github.com/intercom/intercom-ios/blob/master/Intercom.framework/Headers/Intercom%2BExperimental.h).
Small SAS Use
Our main use for intercom is tier 1 chat support. Our users know that this is the fastest way to get ahold of us. In lieu of using a chatbot we've gone in and created a bunch of quick responses that we can go in and edit. This has cut down on the amount of time we spend chatting with a customer and it allows us to control the message that we are sending out across the board.
We've also used campaigns to let our users know of new product releases and have sent out Net Promoter Score Survey's out in a campaign.
I'd like to note that we do not use Intercom as a CRM for leads on enterprise accounts.
Intercom is really easy to set up and importing users into the software is really simple. It's nice to be able to create an online library of help articles and have it available for our users to find. The chat feature is what we use most and our users definitely enjoy how easy it is to reach out to us.
Our customers have a difficult time closing out of conversations or seeing actions on our screen that need to be taken on the right hand of the screen. The chat box will often times cause them to become more frustrated as they need to open and close the chat as we give instructions. The close button is in a circle under the chat, which is a spot that most people don't usually look for.
There are a few customizable things that we'd like to see. Like the ability to create custom out of office messages or include holiday messages to let our users know we're either out of office or responding slowly.
All our support team is using it
Fast and easy
We used the chat system for our support team and Intercom made is super easy to get going. The chats were like personalized messages and we could set up introductory or absence messages for a duration set up. Automation is great.
No reporting at all. They have reports within the system which is not editable and if you want to download and run your own reports, it is not possible. Makes it difficult to audit.
Easy-to-use tool with great features to make supporting customers a breeze!
We have been able to resolve customer questions in a much quicker time simply because we can access help articles quicker, get other team members in on the conversation more easily, and use integrations like co-browsing and attaching help articles to resolve a problem more quickly. Overall, Intercom has been a great experience compared to our past customer support apps and we are happy to be using this to improve our customer's experience in our app.
It is great to have the ability to do so many things within one app: chat with our customers, write help articles, link help articles to our customers, send out messages to groups of people, easily find previous conversations, and create reports to monitor our progress. Intercom has really made our support workflow simple and much less confusing than other software tools we have used. They also integrate with a number of different tools (GitHub, ZenDesk, Upscope co-browsing, etc.) so anything that Intercom can't directly do, we can find a way to do through an integration.
The Customer Support response times from Intercom are a bit long, but the team is always helpful and resolves any questions we have. I also wish the Articles were a little more built out - they just have some simple feature there, and it would be nice to have a more robust help center with the flexibility to format our articles the way we want and organize the collections differently.
Industry leader in category of customer communication
Intercom has grown to become an (almost) 1-stop-shop for all things customer communication related. Both sales, customer support, product etc. can benefit from directly using Intercom to communicate with your applications customers.
A powerful platform that allows to view your customers session and meta data, instantly send targeted messages and set up email/in-app messaging campaigns, create help desk articles for self-service, automate workflows with bots and rules, onboard your application
The increase of features and modules have brought the complexity of the software up. It's easy to get up and running (require 1 line of code), but the road to fully adopting the suite of tools is long.
Response from Intercom
A huge thank you for taking the time to leave this review Peter. I'm extremely happy to hear that you are seeing the benefits of using Intercom for your customer communication.
Thanks also for letting us know about your setup feedback. Even as our solutions evolve and become more powerful we aim to keep setup as straightforward as possible.
Kate (Intercom - Customer Engagement)
Intercom Is (mostly) Great!
We use Intercom daily to help diagnose and solve a multitude of customer issues. As an admin, I have the ability to monitor chats, provide internal notes within the chat in real time for trainees, and make sure everyone is offline at the end of the day. There are a few flaws and Intercom WILL send you far too many emails, but overall this is a great chat tool for any customer service business.
Using Intercom as our ECOM site's chat service has been very helpful! On the customer service team, we are immediately given the contact information needed to properly help a customer. Using Intercom alongside Zendesk has also been a huge improvement over our old chat/ticketing software as they work very well together. Our team also utilizes custom and team macro responses to give fast, accurate answers and assistance. Also, giphy integration!
The default setting on Intercom has keyboard shortcuts turned on. It seems like most of them immediately close the chat. This can be easily solved by turning them off, but it is not made obvious on how to do so. Once they're off, it's smooth sailing!
We have two customer service teams, and we often have agents going back and forth between the two. We use Intercom for both. The other downside is that it is impossible to be available on one and away/reassign on the other. You can keep it open in two tabs, but that's more of a workaround than a solution.
I'm so glad we switched to Intercom!
It is a tool that was built by its users, meaning the people who build it also use it. I can begin to describe how important this is.
They have not limited themselves to what others are doing and have rethought the entire process f customer support to build what everyone wanted. A useful, effective tool which makes customer support fun to do as a job as well as receive. We often get asked by our customers what support tool we use. We love intercom!!
It's a tool that gives you what you need and it does it well.
They are ahead of the game in all ways.
It makes customer success seamless and proactive.
It's a multi-tool.
It's changed the way people perceive customer support because it makes it fast, effective and fun.
They write their own books (Awesome!) and they host seminars to help use the tools better.
They take a while to release new features, this is no surprise as companies will need different things.
It does not have a merging tool to link conversations to the person already in the system. Sometimes you get duplicate leads/users.
They can take a while to respond to support inquiries.
They changed their pricing structure which, when it was priced per lead and not per agent, made intercom stand out
A good, cost effective platform to interact with customers
We use Intercom in conjunction with Crisp Chat, and while Intercom is an 8 out of 10 (vs. Crisp's 5 out of 10 score), there are still some aspects left to be desired. Their knowledge base functionality is great, and the look and feel of it can be customized to best help customers. Chats can be displayed on our website in three main forms, which is helpful to be able to market/inform customers in fun new ways to keep them interested.
It's a good, and useful software, but it's not as robust as Drift. All in all, a good product that we are "happy" with, but not 100% satisfied with since some business functions are impacted by certain limitations.
The ability to send email campaigns, set up notification/chat campaigns and live chat with customers.
The one MAJOR negative aspect to this product is that once someone qualifies for a campaign, even if the campaign is deactivated, the person will continue to get the contents of the campaign until it is finished, or the campaign is deleted. *Note, if the campaign is deleted, all reporting and data tied to it will be deleted as well.
A very simplistic tool to connect with your users.
Overall, my experience with Intercom has been great. It's very easy to set up and get it running on your site and it's very user-friendly from your customers/leads side. There are a lot of improvements that can be made but their support team is very approachable and helpful.
- The interface is very straightforward, You get messages from users and you reply.
- It allows you to snooze messages so you can focus on messages that are your priority.
-There are a lot of customizable options so you can make Intercom more like your company and less like Intercom.
-While metrics are simple and easy to follow, there should be more in-depth information like real response time. They use a "median response time" metric which to be honest is very confusing.
-There should be a limit on how many conversations a user can open. If a user wants, they can open unlimited conversations which can be a pain for your support team.
-There should be an option to delete messages in bulk.
Response from Intercom
Thanks for taking the time to leave a review Carlos. It's much appreciated. Just wanted to double-check - it's the ability to close conversations in bulk that you would require. Or do you mean delete conversations to they don't show up in your metrics?
Intercom is everything you need for customer support
I love intercom, I think its fab it works as a CRM, customer support centre, integrates with our payment gateways keeping refunds and payment queries in one place. I'm very impressed they've launched product tours think that its going to be a huge feature for them.
I would like intercom to do more in terms of partnerships and working with companies to grow. I recommend intercom to all of our enterprise clients some with 10,000+ users but there is no referral incentive scheme. I have enquired about this a few times and applied for the partnership program but I haven't had a response
Intеrсоm fоr а rеlіаblе соnnесtіоn bеtwееn thе sеllеr аnd thе сustоmеr
Wе must sау thаt Intеrсоm саn rеаllу bоаst оf thеіr mеаns fоr соmmunісаtіng wіth vіsіtоrs: thеу аrе vаrіеd аnd еquаllу sресіаlіzеd аnd еаsу аt thе sаmе tіmе. In аddіtіоn tо thеsе mеаns, Intеrсоm рrоvіdеs us wіth tооls fоr аnаlуzіng сustоmеr іntеrасtіоn wіth а wеbsіtе оr а sеrvісе. Fоr еxаmрlе, wе саn usе thіs dаtа tо sеgmеnt thе dаtаbаsе оf е-mаіl subsсrіbеrs. Brоаdlу sреаkіng, Intеrсоm fосusеs оn suсh аn аsресt аs реrsоnаlіzіng thе соmmunісаtіоn bеtwееn thе sеllеr аnd thе сustоmеr. Wе lіkе thаt thіs sеrvісе sаvеs thе mеssаgе hіstоrу wіth аnу сustоmеr, аnd duе tо thіs, іt іs еаsу tо соntіnuе thе соnvеrsаtіоn frоm thе mоmеnt whеrе іt stорреd аt thе рrеvіоus соmmunісаtіоn sеssіоn.
Tо bе hоnеst, іt іs а humаn nаturе tо gеt mоrе thаn thеу асhіеvе. And wе thіnk Intеrсоm іs suсh а саsе. Wе mеаn thаt еvеn thоugh Intеrсоm’s funсtіоnіng іs bеуоnd thе рrаіsеs, thеrе іs а fееlіng tо gеt mоrе аnd mоrе аdvаnсеd funсtіоnаlіtу bесаusе thе сurrеnt оnе dоеsn’t sееm tо bе thе оnlу lіmіt fоr thе vеndоr, nаmеlу thеіr skу оf орроrtunіtіеs. Fоr іnstаnсе, wе wоuld lіkе tо hаvе bеttеr іntеgrаtіоn сараbіlіtіеs. Bеsіdеs, іt wоuld bе bеttеr tо hаvе mоrе suрроrt аnd іmрrоvеmеnts bеіng mаdе uроn thе sеrvісе’s mаrkеtіng funсtіоns.
You might get lost when diving into these complex feature on your own, but the customer support is there to hold your hand, so don't worry you are supported all way along
The chatbot is a world class. Highly customizable to make sure that you can let the bot handle up to 50% of conversations. Product tours are also the best I have seen
The inbox is quite poor to use for email conversations only. The articles lack for customization options, too.
Great tool for conversations - not for tracking
Overall, this platform would be amazing if the stats were figured out. Right now, it's a solid 8 even without tracking features. It's a keeper, but not once the team reaches over 100 and you really need to track solid numbers.
This software is easy to use and navigate. The support has been quick to respond and very helpful. They utilize all the tools and resources available to you and really embrace their own technology.
Intercom has helped to create more of a conversational-based outlook for our success team.
This software's statistic-tracking is severely lacking. I'd give this a 0 for any crucial numbers you are looking for, time to resolution (you can't track ongoing conversations), tags are conversation based and pull the entire thread, not the moment the tag happened, and countless others. You will spend more time compiling your stats if you use Intercom's system and need to track valid numbers.
Response from Intercom
Andre, appreciate your review and feedback! We're continuing to invest in our reporting and have a dedicated eng team focused on improving this so will pass along your feedback and you should see improvements start to ship in the coming months!
This experience has been very positive. The value we gain by using intercom helps us as a team to stay organized and on top of everything as we are a highly collaborative office. Not sure what all is in the pipeline for development. I've made a few request and not sure where those stand or really even where to go review those. I understand with ongoing development it's hard to give dates but some type of "under review" or "denied" status would be helpful.
This software is easy to use and the customer support is very friendly and will help walk through how to solve for an issue end to end - even if there is no developed solution, which can be difficult.
I really like the "note" functionality.
Images in emails sometimes (and often) all turn into attachments. It becomes a pain to click through every image when a customer of ours sends in a screenshot when they have thumbnails in their email signature. It would be great if pictures came through a bit more naturally as it would via email.
I've also sent in a bit of feedback here and there on how to improve reporting capabilities. It would be nice if adding people to conversations worked a bit better for our need being able to tie in our account team (they are not "agents") would be helpful rather than typing their whole email.
Reporting on our reply time within our office hours would be huge as well (i.e. if we get a message at 5:01 and we leave on a Friday it won't knock us the entire weekend).
Intercom sets a new standard for software. Our team relies on it heavily for communication with our userbase and for note taking on issues. It's got really useful integrations to link to other efficiency tools for software teams as well. The team behind it is really helpful and answers support questions quickly and thoroughly. They also practice a lot of transparency so it is a company that feels good to work with and support. They're rolling out improvements constantly and keep their userbase informed about them. They also use the tool themselves and its nice to work with a company that "eats their own dog food", as the saying goes.
The one thing that is confusing about their platform is the differentiation between their different product lines. We've been with them for years and maybe it is clearer for new accounts what they're using, but for us we often scratch our heads over whether or not we've got access to something.
Other than that, amazing product for communicating with new and old users alike! Couldn't recommend more highly.
Great support team, constant improvements, easy communication with users and tracking over time, nice segmentation of customer base, great integrations for software teams
Hard to understand the differentiation between their product lines
Great for Our Company
Coming from our previous chat software, this one is 1000% better. You can view reports of different employees and their ratings from customers they interact with, you can send emails from within Intercom, and I am sure there are many more options that I am not even aware of yet. Overall, a great product.
I love the main chat interface, and how it keeps everything clean, neat and organized. You can snooze chats for later, and create preset replies, which save a TON of time, when answering the same types of questions.
For some customers, if they are on a different page than the one they were on before, when chatting, Intercom sometimes makes another, new chat. In rare instances, I will have 4 or 5 chats from the same person. I don't know why this is, though it could be how it simply interacts with our website, specifically. Also, the chat sound will sometimes beep randomly, where there isn't a chat there to attend. Minor annoyances, in the grand scheme of things.
Response from Intercom
Thanks a lot for leaving us this review Chris. It's great to hear that Intercom is having such a great impact for you!
The multiple chat issue you're seeing sounds strange to me so I would advise you get in touch with our Support team to see if they can help :)
Kate (Intercom - Customer Engagement)
Felt like there were some scaling issues for a little bit, but overall our experience has been rock solid.
Intercom is super fast to set up and integrate. We rolled it out on 2 custom platforms and a wordpress site without issue.
Their support team is amazing and responsive to user feedback. (I use their conversations with me as an example to our support team sometimes)
Love their introduction methods for new and beta features.
The integration of each IC product with our custom software cut an incredible amount of time out of our workflow.
The reporting is probably the least prolific part of the software.
When using messages to email customers or sales leads, as of 11/14/2018 there isn't an option to check for duplicate emails while sending messages out if your user/lead records have UUIDs imported from custom software. The only lack of feature that I felt was big enough to bring up in a review as the team is generally very receptive to our input.
Excellent platform - more than just customer support
We switched to Intercom intending to use it for simple customer support messaging. We now use it for so much else. Intercom is constantly innovating and releasing new features, from sales tools to product tours to bots and AI - Intercom is a very powerful tool.
Every new feature is an add-on - wish there were a way to bundle everything and reduce the cost a bit more. It gets pretty expensive for a small, growing business.
Intercom - Bringing all your communication on a single page
Overall experience has been great and we would love to recommend intercom to any person new to similar products. This is highly useful for small businesses and startups.
We have set up intercom to be active on more than 40 of our product websites. The best thing is that we do not have to be on separate places to respond to chats from customers/potential customers. Every chat/communication comes directly to the intercom main page from where we can see the link the customer is viewing right now, their location and country. The software also has options to automatically assign chats to different people. We can define rules such as rule according to geographical location of customer. That makes it easy for our globally located teams to address customer requests from customers in their areas only.
The pricing is a bit aggressive. It costs per seat. The pricing has been revised recently in 2019. Before that the pricing was slightly better.