Who Uses This Software?

Intercom has 17,000 paying customers all over the globe, ranging from startups like General Assembly, ZenPayroll and Invision, to public companies like Ancestry.com, New Relic and Shopify.


Average Ratings

485 Reviews

  • 4.5 / 5
    Overall

  • 4.5 / 5
    Ease of Use

  • 4.5 / 5
    Customer Service

Product Details

  • Starting Price
    $49.00/month
  • Pricing Details
    Visit www.intercom.com/pricing for a quote.
  • Free Version
    Yes
  • Free Trial
    Yes
  • Deployment
    Cloud, SaaS, Web
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    Webinars
    Live Online
  • Support
    Online
    Business Hours

Vendor Details

  • Intercom
  • www.intercom.com/
  • Founded 2011
  • United States

About Intercom

Intercom is the complete growth platform for marketing, sales, and support. Our products and platform help businesses grow faster through better customer relationships. The worlds most successful companies, like Atlassian, Shopify, and New Relic use Intercom to drive growth through chat, bots, and personalized customer communications.


Intercom Features

  • A/B Testing
  • Auto-Responders
  • CAN SPAM Compliance
  • Customer Surveys
  • Drip Campaigns
  • Dynamic Content
  • Event Triggered Email
  • Image Library
  • Landing Pages/Web Forms
  • Mailing List Management
  • Mobile Optimized Emails
  • Reporting/Analytics
  • Subscribe/Unsubscribe
  • Template Management
  • WYSIWYG Email Editor
  • Alerts / Escalation
  • Appointment Management
  • Automated Routing
  • Automatic Customer Notices
  • Complaint Monitoring
  • Contract Management
  • Customer Database
  • Customer Experience Management
  • Help Desk
  • Inbox / Queue Management
  • Knowledge Base
  • Known Issue Management
  • Live Chat
  • Self Service Portal
  • Surveys & Feedback
  • Trouble Ticketing
  • Work Order Management
  • Contact Discovery
  • Contact Import/Export
  • Lead Capture
  • Lead Database Integration
  • Lead Nurturing
  • Lead Scoring
  • Lead Segmentation
  • Pipeline Management
  • Prospecting Tools
  • Visitor Identification
  • Canned Responses
  • Geo Targeting
  • Offline Form
  • Proactive Chat
  • Screen Sharing
  • Third Party Integration
  • Transfers/Routing
  • Website Visitor Tracking
  • A/B Testing
  • Analytics/ROI Tracking
  • Customizable CTAs
  • Drip Campaigns
  • Dynamic Content
  • Landing Pages/Web Forms
  • Lead Scoring
  • Sales Intelligence
  • Search Marketing
  • Segmentation
  • Social Marketing
  • Website Visitor Tracking

Intercom Reviews Recently Reviewed!


Lots of Features but Frustrating When Messages Get Lost

Jan 26, 2019
4/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

4 / 5
Customer Support
Likelihood to Recommend: 7.0/10 Not
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Pros: 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.

Cons: 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.

Overall: 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.

Small SAS Use

Nov 26, 2018
4/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: 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.

Cons: 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.

Overall: 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.

Capterra loader

Easy-to-use tool with great features to make supporting customers a breeze!

Nov 12, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: 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.

Cons: 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.

Overall: 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.

Capterra loader

I'm so glad we switched to Intercom!

Nov 20, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: 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.

Cons: 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

Overall: 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!!

Capterra loader

A very simplistic tool to connect with your users.

Aug 29, 2018
4/5
Overall

5 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: - 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.

Cons: -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.

Overall: 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.

Vendor Response

by Intercom on August 31, 2018

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?

Capterra loader

Intercom has done well for our customer support activity.

Nov 04, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I find Intercom aesthetically pleasing,and that makes it intuitive and easy to use by myself and all of my colleagues at Iroko tv. Its knowledge base feature has enabled myself and my colleagues at the Sales department to build large repository's of responses to the most asked questions by customers,thus allowing our customers and web visitors find answers to questions ,without necessarily reaching out to a support agent.

I like how I am able to add fun into my conversations with customers by making use of emoticons and other expression icons : this is very important in situations where the customer or web visitor is very angry.

Cons: We have at times gotten complaints from web visitors that they sent messages to us ,while we were offline and these messages were never sent through.This happens once in a while and we have never been able to ascertain if it is a technical error on the part of Intercom or poor internet connection on the part of the web visitor.

Overall: Intercom provides my organization with a medium via which customers and website visitors can reach out for support on real time,at any time of the day and at no financial cost to the customer.

Vendor Response

by Intercom on December 05, 2018

Thanks for the review! Glad to hear Articles is providing value for your team and creating a better self-service experience for your customers!

Great tool for conversations - not for tracking

Nov 09, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: 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.

Cons: 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.

Overall: 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.

Vendor Response

by Intercom on December 05, 2018

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!

Intercom Review

Nov 09, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: 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.

Cons: 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).

Overall: 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.

Just awesome

Feb 28, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Great support team, constant improvements, easy communication with users and tracking over time, nice segmentation of customer base, great integrations for software teams

Cons: Hard to understand the differentiation between their product lines

Overall: 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 software!

Nov 14, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: 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.

Cons: 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.

Overall: Amazing.

Felt like there were some scaling issues for a little bit, but overall our experience has been rock solid.

Makes Everything Easier

Sep 18, 2017
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I love Intercom - nearly every function it has makes my job easier, and it makes sharing information between teams regarding a single customer really easy. Bonus functions like notes/mentions, giphys, and integrations with other software systems we use really make it the best thing since sliced bread.

Cons: The messenger app. We use our own live chat system and maintain use of Intercom for email communication only. Unfortunately the messenger app looks and feels exactly like live chat, which we do not want, because we use it for email communication. Users perceive it as chat, and when they do not get an immediate reply they get frustrated. I have been told that this cannot be turned off nor is there any solution for us regarding this problem.

Overall: This allows us to provide top notch customer service while maintaining an organized system on the back end that would only be a headache anywhere else. We are able to flow live chats and email tickets as well as any other inbound activity to one main hub.

Capterra loader

Beyond a customer helpdesk solution.

Jun 06, 2018
4/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Multipurpose use : Intercom goes beyond just being a tool for support agents , it is also used by our customer success team and my organizations sales team.

In a sales capacity ,we use Intercom to prompt new web visitors to signup for our services ,and existing web visitors to make a purchase; thus becoming repeat customer. We achieve this by leveraging on trigger messages and lead routing functions to maximize our website visit to purchase ,conversion ratio.

For helpdesk purpose , we use Intercom to communicate with ease with web visitors. We are able to effectively manage customer tickets and respond to customer queries in real time.

Cons: The user interface is un-intuitive and takes time for new helpdesk agents to get used to Intercoms dashboard navigation. Also the more our users and customers get larger , the higher the pricing.

Good value for money for a medium-sized company

Nov 12, 2018
4/5
Overall

5 / 5
Ease of Use

3 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: - Plug & play : Intercom is really easy to set-up

- User friendly : Intercom is has a nice UI and is very intuitive. There's no need to spend hours in training each time we have a new recruit in our team.

- Always moving forward : I used to use Intercom in my last company in 2016 and I started using it again in 2018 and I was very glad to see they have added several new features (Operator and the newest Answer bot)

Cons: - Reports : their reports are very poor and some of their statistics are not very reliable (for instance the conversations participated in in the "summary" section for a team and in the "performance" section is not the same! For a data-driven company like ours, this is very frustrating.

Overall: I used it in a early stage startup and it was a game changer. Now that I am in a bigger company, I feel that it has several limits and their support features aren't very advanced.

Capterra loader

Looks great on your website, but difficult to manage

Nov 14, 2018
4/5
Overall

2 / 5
Ease of Use

4 / 5
Features & Functionality

2 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: I really love how you can customize the chat widget as it appears on your website. I also love the ability to create "teams" to assign certain types of inquiries or conversations to. This helps manage who gets notified of a conversation, so that people only see the conversations they need to be a part of. If you need to bring in another team member, you can tag them using common symbols like "@JohnDoe." Plus, you can keep a cheerful, personable tone by using emoticons and gifs inside of chats.

The best feature of all is the ability to have a public-facing chat widget (on our public site), and a client-facing chat widget (for our clients to use when logged in). This allows us to track prospects or clients and all of their activity so that we can quickly help them with the page they're on, see past conversation histories, or jump into our CRM profile for them immediately.

Cons: Intercom has a very clunky internal site that makes it difficult to manage settings and respond to chats quickly. Even worse, there seems to be a 15-45 second delay from when a chat is submitted on your site to when it pops up in a browser notification or phone notification. That may seem a short amount of time, but feels like an eternity to someone looking for a quick answer to their question. It makes our response time appear delayed.

Overall: Intercom has allowed us to strengthen communication with our prospects and clients in a user-friendly way for them. They can get quick answers to their questions and feel enabled with little effort.

A Patchwork Of Valuable Tools

Oct 03, 2018
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support
Likelihood to Recommend: 6.0/10 Not
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Pros: Intercom's initial purpose was to support on-site chat. They do this exceptionally well. They've branched from there into other things in the customer engagement and marketing automation worlds, and do most of what they offer very well. All their tools are also well designed and mostly intuitive which is a big plus for me. They've also recently launched support articles paired with an on-site chatbot that I haven't used. But if it works as well as their marketing claims, could be really cool.

Cons: Being that most of their tools were things they initially added on to their core offering, sometimes feel like a patchwork. They would say that they're good at marketing email automation and blasts, but they're not REALLY built for that, at least compared to other tools they're competing against. They have a pretty standard set of list segmenting tools, which unfortunately always leave me wishing they could do more. It also falls short as a CRM, but they probably wouldn't claim to be that.

Overall: Built out automations for email & on site communications. Engaged with customers and leads real time online.

Vendor Response

by Intercom on October 05, 2018

Really thoughtful review - thanks for sharing. Appreciate the feedback on email automation, segmentation and CRM.

Capterra loader

Intercom should aim for perfection.

Aug 20, 2018
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I love that Intercom offers my organization more possibilities beyond acting as a medium to offer support to customers(helpdesk), it also serves as a marketing tool.It is accessible both as a web and mobile based app and offers a good experience to web visitors on every smart device.

With Intercom, we have been able to segment our users ,which makes it easy to focus on users who are more likely to make a purchase from us. Also Intercom has a large integration capability with multiple softwares.

Cons: Intercom just doesn't offer the full deal either as a livechat solution or a marketing tool.Therefore we still have a primary marketing tool despite the marketing features present on Intercom.

Overall: Intercom makes it easier to develope a relationship with our users,while also able to get feedback from them in real time and address their complaints and queries as fast as possible.Thus we have been able to engage more with our customers thereby improving their loyalty and keeping them hooked to our products and services.

Terrific product and exemplary customer service

Nov 21, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: Intercom is intuitive and easy to use, it has a great-looking interface, it is constantly evolving and introducing new features to improve user experience, and the customer service is fantastic. I have been using it for almost two years now and it has been a great tool for communicating with our users and providing remarkable service.

Cons: No support for right-to-left writing directions, no support for replying to a specific message (like on WhatsApp).

Overall: My overall experience with Intercom has been outstanding. Intercom is embedded in our software so users can contact us anytime via chat. This has helped us reduce the number of incoming (and outgoing) phone calls and provide faster, more efficient service that is also personal. It is also a great way to communicate product updates and important notifications to all our customers. Intercom has made it so much easier for us to solve problems for our customers, and whenever we encounter any problems or questions - the Intercom staff is quick to reply, always kindly and professionally, and offer a solution.

Intercom will always in one of the choices if you are looking for a customer nurturing platform.

Aug 29, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Intercom with its easy to use interface and powerful features is easily one the of the best tools for customer nurturing. It has set a new standard for all the software makers in terms of functionality and also marketing. Intercom offers great integrations but sometimes it gets a little overwhelming with a lot of features. They are always in touch with their customers updating them about the releases and new features which are being updated very frequently. Intercom is a great product and I believe that when choosing a customer nurturing platform, Intercom has to be a choice.

Cons: Intercom is great if but it gets costly as you keep adding users. If there is no proper integration with the product, all the data will be garbage and it would not be very useful. Since there are a lot of features that get added very often, sometime it becomes a little confusing as to what the tool actually is capable of.

Best tool in the market for Online Chat support

Jan 08, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: We have around 700 customers who use our product on regular basis ,earlier they use to send us email and then we would respond to them which was time consuming . Later on we moved to intercom and now as and when we receive any query from customer our customer success team response time has reduced to lest then 1 minute.

We have also integrated intercom with zendesk so that if there is technical issue automatically ticket is created in zendesk for technical team .

Last but not the least the automated email / message functionality and reports provided by intercom are just awesome , we can measure the performace of each chat support agents .

Cons: if chat has more then 300-400 lines then time taken to load on mobile app increases

Capterra loader

Great for keeping everything centralised

Nov 09, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: We love that all messages that come in from site visitors and users of our software come in to one central place with Intercom, ensuring we never miss a message. We can also report on our average response time per user, snooze tickets if it's something we need to come back to, but don't want in our queue, and assign messages to other people's queues if it relates to them.

Cons: I find the search functionality is a bit limited, and can sometimes find it difficult to search for specific conversations with users within companies.

Overall: It's been great, and the support team and quick to respond to any queries we have :-)

Vendor Response

by Intercom on December 05, 2018

So glad to hear Intercom has become your central place for all conversations with your website visitors and customers! Appreciate your feedback re: our search and will pass that along to our team.

Great communication tool

Jun 26, 2018
4/5
Overall

5 / 5
Ease of Use

3 / 5
Features & Functionality

2 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: This is a great tool to automate messages to our users in times of downtime, problems or simply to inform them of a new feature.

Customizable messages, conditions can make quick work of a message automation! User info can be tracked easily.

Cons: Although it is improving its customer support ticketing system, there is a lot of ground to cover, still. No ticket number for easy reference, a bit of a black box when it comes to how the customer will see their "emails". Anything outside of the in-app messenger system is still to me improved.

Their customer support is average and can take a bit of time to answer.

Still some clarification/features to add to have the customer/user (our user) understand this may not be realtime, even though it looks like chat.

Capterra loader

Awesome tool for customer success

Nov 09, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Intercom is essential for my work as a customer success manager. We integrate intercom in our app and on our web and it brings us so much closer to the end user and their needs. Intercom has helped us understand customer service quality and efficacy with metrics and connectivity.

Cons: My concern is that Intercom has shown to focus a lot more on leads and customer acquisition rather than customer service and success, I would like to see more features on customer retention since this is what we are using the service for to begin with.

Overall: I love the easy of use and the real impact Intercom has made for our service and our customers satisfaction.

Vendor Response

by Intercom on December 05, 2018

So happy to hear that Intercom is adding so much value to your team, Arvid! While customer acquisition will continue to be a focus for us, you will see a lot more being shipped around support and retention as well in the coming months! We've grown our engineering team a ton in the past year to ensure we can ship across all of our products and use cases we serve.

Invaluable support and sales tool for growing companies

Nov 19, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: - Makes cross-team collaboration on issues very easy

- Easily add and remove users; highly compatible with a fast growing company

- Enough features for a startup or growing business to have a powerful support infrastructure without paying enterprise prices

Cons: - Functionality starts to strain at a certain point; it is a chat tool that works really well and can send emails but if you have call center infrastructure then your systems won't integrate very seamlessly

- Their bots aren't very smart, just launched so lots of room for improvement

- Support is generally good but takes a little while to get answers depending on time of day etc.

Overall: Handling inbound support requests, engaging with existing clients, upselling products to existing clients

It's a pretty nifty Email Software that links with our LiveChat system!

Oct 05, 2017
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money

Pros: I like its functionality in terms of how you can assign tickets to each other and the NOTES part is a really useful function for communicating with your team about the email. Also, I love how our Livechat software is synced with Intercom so that the chats come in as tickets and are also saved so you can always look up correspondence for a difficult issue. And thanks for the new feature where you can now add additional emails to "cc." That one REALLY comes in handy for us!

Cons: More often than not I have to reload the page to see the most recent tickets in queue. Also, if I'm working on a laptop with a mouse track pad, there's a strange glitch where you swipe or tap wrong and your whole message is erased. Lame.

Capterra loader

Great product to use!!

Nov 11, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
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Pros: The automation features reducing the effort of agents is definitely a +1 about this software.

The use cases covered by this software when it comes to marketing campaigns and at the same time using it as a customer support chat are very broad and really fulfill the requirements and seems adequate with the amount being paid.

This is definitely one of the great products I have come across. There are many other such software trying to replicate the same but Intercom is very far ahead in the race

Cons: The ability to customize the customer front (when used in the mobile sector) is very less which needs to be improved immediately since it affects the brand integrated with intercom.

One such feature is when messages are automatically triggered based on certain rules and they all create different chat heads in the customer interface.

Overall: We are using intercom for improving health care of our blue-collared service providers. We use it as a customer chat platform and regulating engagement over the customer app.

And Intercom is one really great tool to be used!

A great, all-inclusive app for our SaaS app

Jan 15, 2019
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: We primarily use Intercom for live chat, pop-up chats, and help documentation. We've also connected email and Facebook Messenger. I use this all day every day for customer support. Bonus, I can send a one-off reply on my Apple Watch to a live chat!

Cons: Other than it being quite expensive, the only two gripes I have are not being able to send a one-off email to someone not already in our system, and not being able to see images in emails. And being in the photography industry it makes this quite inconvenient!

Overall: This is a you-get-what-you-pay-for industry (chat software), and you can get a lot with Intercom. But man, it's expensive especially for a smaller company. We've honestly tried a lot of customer support software and even after trying other software while paying for Intercom, we've stuck with Intercom because of all the features. Their customer support hasn't been extremely memorable, but I have not had any concerns or issues.

The BEST Software for Communicating with Your Customers

Nov 09, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: I'm in Intercom every day, and it is my favorite tool that I use on a day to day basis. They make chatting and supporting customers simple. It integrates perfectly on the website. I also love that they are constantly coming up with new features to help our workflow. They've made some massive product updates since I started using the software a year and a half ago, and it keeps getting better and better.

Cons: We use Intercom for our email campaigns as well when new users signup. I do wish there were better metrics for the emails. You can't view email based on date ranges. So for on-going campaigns that we make tweaks too, we can't see if rates open rates improved month over month. It would also be great if they had a "flow chart" interface to make it easier to set the conditions and flow for messages customers receive.

Capterra loader

Makes communication with customers super easy.

Jan 10, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money

Pros: It allows you to reach the customer anywhere. If they have left the chatbox, the reply will reach their inbox. You see a lot of information about your customer/lead already when talking to them. Where are they located at, what browser they are using, etc?

I also like the operator function that asks leads for email addresses and/or feeds help articles to conversations that I haven't yet attended to.

The help article section is also great because it's integrated with the messaging so I can send help articles straight from the app.

Cons: There's no integration with HubSpot CRM but it is what it is - they're competitors so that makes sense.

It's also sometimes tricky to make sure that I am not 'seeing' messages after signing in as one of my clients. The chatbox is sometimes not quick enough to understand that a person has signed out and it still shows messages relevant to that person. That is how I accidentally read them and so they might not reach the recipient's inbox.

Feature rich and more than an helpdesk tool.

Dec 09, 2018
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The Intercom widget is mobile compatible and this offers website visitors logged on our website via their mobile phones a good experience while chatting with a kwese tv support agent.It is feature-rich and provides the customer care department with a lot of functionalities which makes our job easier. Intercom also provides email marketing features which makes Intercom more than just an helpdesk software.

Cons: Intercom is not intuitive and took me months to be able to use it efficiently.This was primarily due to the fact it is feature packed and therefore contained a lot of functionalities which a user will have to get accustomed to.

Overall: Intercom is used as the customer service solution for customers visiting the Kwese tv website. The use of Intercom to answer customer query on the Kwese tv website has resulted in faster response time to queries from our customers.

Intercom helps organize user feedback like no other!

Nov 12, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I like how I'm able to tag each incoming and outgoing message with feedback. We use this to track all user feedback and it's super easy to follow up with users by tracking their tags. It's really a game changer in a customer support tool!

Cons: I wish there was more control over how to assign incoming tickets. The company I work for has increased our Community team and it's been a bit of a challenge to scale with Intercom and organize who is getting assigned what kinds of tickets. We've found a way that works for us, but I wish we could customize this (and things like round robbin) with a bit more granular control.

Overall: Over, Intercom has been great! We explored a lot of options, but Intercom has the capacity to grow with our team and accommodate our needs as we scale. It takes a bit to learn all of the features, but once you learn, you can really make it work for any use case.

Essential if you are building a SaaS App

Jan 17, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Intercom is specifically designed to support SaaS applications. If you sell software as a subscription, your users develop a relationship with your software. Intercom allows you to be apart of that relationship. I love being able to see when my users are logged in, statistics about how they are using the system, and chatting with them. I have found that very few users abuse the system. I thought that this would be a bigger issue, but it has not been.

Cons: Occasionally Intercom has had issues with spam. It has taken a week or two to adjust the filters to catch the spam. However, they did a good job communicating progress and spam hasn't been an issue.

All your needs in one tool

Nov 20, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Easy to setup and super easy to use. The features of Intercom makes it more suitable for product/customer support teams, as it does not integrate Ads/Social posts automation.

They have an available customer support team, always willing to help.

Cons: There are some technical limitations regarding the logic of campaigns. To use an AND & OR relation, we would need to do a workaround with the "Segment" feature, which only updates once per day.

Also, the campaign builder could be better, there are some software alternatives in Brazil that are smaller than Intercom and already have a better Campaign logic setup (with drag and drop and a visual flow chart).

Capterra loader

The best support tool!

Nov 09, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
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Pros: I absolutely love Intercom, it's super easy to use and it helps us keep an open communication channel with our customers. The ability to easily add images, articles and saved responses helps save a lot of time.

Cons: The articles feature is a little limited, it doesn't offer a lot of options for producing dynamic content like adding anchors or creating an image bank to easily replace images in all articles.

Overall: We use Intercom as our main contact channel with our customers and it provides a great experience, I wouldn't trade it for any other customer support tool.

Vendor Response

by Intercom on December 05, 2018

Thank you for the kind words, super happy to hear Intercom has been indispensable for your team. Will definitely pass along your feedback re: Articles!

Live Chat for the Modern Age

Sep 18, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: As a e-commerce retailer, we use the Inbox platform to handle customer enquiries and find the software to be incredibly user-friendly with a great user interface that feels intuitive and familiar, even if you've never used it before.

Cons: The only con would be that there's no option for live video call at the moment. I know that's a bit cheeky, because after all, it wasn't designed for that. But I think it would be a great addition to an already great product.

Overall: Intercom has completely opened up a new communication method to a customer who is at a different point in the buying stage. It allows us to engage and assist users who otherwise would just be browsing the website in the early stages of product research.

Vendor Response

by Intercom on September 19, 2018

Wow! This is amazing to hear Dale - thanks so much for taking the time to share it. Really interesting to hear how Intercom is helping e-commerce retailers like yourself.

Continually evolving... meaningfully.

Nov 19, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I love how Intercom does a fantastic job with their core functionality -- keeping communication with users relevant and contextually significant.

Cons: Sometimes there are aspects of Operator that evade quick improvement to correctly identifying situations to serve the right information. However, their most recent feature, AnswerBot, has taken care of this weakness. AnswerBot has performed brilliantly and has been really easy to get up and running.

Overall: Dealing with Intercom has been great. Their support is responsive. I think our account manager could have better response times, but no real complaints there since we have been make aware (accurately) how long before hearing from him.

Capterra loader

Intercom has been amazing for us

Mar 26, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: It is easy to set up, our clients love being able to connect with us directly through chat and the attributes make creating tutorials much simpler than designing and developing yourself. The help center is very easy to setup and edit on the fly and the reporting on respond lets us stay on track and make sure we are hitting our goals with response times.

Cons: Since you can sync so many items to intercom (slack, trello, email, etc.) one issue we encounter is having support tickets duplicated or sent to different teams and not being able to merge te conversations. But overall it is a great product.

Overall: What I love about intercom is it does everything you want but isn't overly complicated like other platforms out there ie zendesk. They have really taken a complex mixture of features and simplified into an easy to use interface.

Great in-app and email for smaller businesses

Jan 26, 2018
4/5
Overall

5 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: For those new to marketing automation it is very simple to get going, with no prior knowledge of even HTML. It has lots of helpful prompts to make sure you stay on track. Most importantly the customer support team really do make an effort to help, and they are improving the software all of the time in response to customer feedback. The ability to easily send in-app campaigns, rather than the usual pop-ip messaging is a major USP.

Cons: Adding and updating data at times can be painful, especially as the system allows emails to be duplicated. The campaign system is quite simplistic, meaning that you have to be careful that you layer an automation using exclusions - which is one of the reasons it could be unsuitable for a larger/more complex product and or organisation.

Capterra loader

We couldn't run our business without it

Oct 15, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Intercom is critical to our daily support operations and even sales at this point. We feel that it gives us an advantage over our competitors because they feel like they can get in touch with us immediately without having to wait for email. With the addition of bots and other automated features, it makes the experience even better for our customers.

Highly recommended for teams big and small.

Cons: Price. It can get very expensive as your user base grows.

Vendor Response

by Intercom on October 17, 2018

Amazing to hear that Intercom is so central to your business, James, and that the new features are resonating with you. Don't hesitate to get in touch if I can help in the future.

A ton of functionality

Nov 05, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: There are ton of different uses for this platform. You can proactively send messages to your users as well as use it as a customer support tool. This tools is especially usefull to mange clients whereas Zendesk is better for customers that are not as frequent. Intercom is also a lot more personal.

Cons: There's a learning curve. It's not as simple to use as a Zendesk is but once you get the hang of it, it's a piece of cake.

Overall: Positive experience with minimal complaints.

Vendor Response

by Intercom on December 05, 2018

Thanks for the great review Maria, glad to hear Intercom has enabled you to have a more personal connection to your customers since switching from Zendesk!

Great Tool for Communicating with Customers

Nov 20, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
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Pros: Intercom is very detailed and highly useful for making sense of large datasets. User information can be easily pulled up and custom fields make it simple to target the users I want with the updates they need.

Cons: The learning curve is a bit steep. Also there are some things like their keyboard shortcuts or the location of some of the buttons that are not well-designed and can lead to incorrectly closing or assigning messages.

Overall: Overall, Intercom has helped us scale and reach our users with timely data. Support is much easier and there are some very basic reports that five us insights on our response time. Definitely recommended.

Capterra loader

Power tool for marketing automation and a more human customer service

May 30, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Intercom has a set of products that really talk with each other and follows the user's flow since a visitor to your product's website until the part where you're trying to drive engagement. It's integration via REST API helps getting data that is important to create powerful segments to target via in-app message which has higher CTR than email.

Cons: Its price can be something of an initial barrier if you do not have resources, specially if you're dealing with a huge user base. Besides that, you also need an initial effort to integrate with API to get the full power of the platform.

Overall: High power targeting of customised segments with a powerful tool for messaging users. Also, it has a more human and real-time approach of costumer support, which helps to solve faster user's issues.

Capterra loader

Chat with everyone

Sep 14, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

2 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Easy to connect with customers, prospects or anyone else that wants to chat. I love the notes between my team that are hidden from the conversation. New chat bots are cool.

Cons: It is pretty expensive, the chat bots, for example, are useful, but the cost is high relative to what we are already paying.

Overall: Intercom is not only a part of our website, but also a part of our app. So it at its most useful when we connect with our customers. The marketing team loves the web chat though, and it does get used very often. We couldn't function without intercom. It is a great product.

Vendor Response

by Intercom on September 17, 2018

Hi Jordan,

Really appreciate you taking the time out of your day to leave a review. Also great to hear that busybusy has embedded Intercom into your marketing workflows. In the meantime we're working to ensure that the price we charge equates to the value you get.

John

Great for live chat, not so much everything else

Aug 01, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Really good live chat functionality with the ability to pull in custom parameters from all our customers. The ability to add in other team members at any point (e.g. when escalating an issue) is great.

Cons: Other than live chat, Intercom doesn't feel like it offers much. As a CRM it's very lacking - a dedicated CRM tool is a must for any serious business. As a helpdesk, a self-hosted helpdesk on your site is more customizable and effective than using Intercom's. Another issue is that customers see Intercom as live chat when in reality it's an email replacement for us, but it allows no way to communicate that. Customers expect an instant response 24/7, even when our support teams are offline, and can become frustrated by this.

Intercom

Nov 12, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

5 / 5
Value for Money
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Pros: How easy it is to use.

The core functionalities are super easy.

Cons: I wish support would be faster. I would like to receive answer immediately, otherwise sometimes I ask for something and I get answer after many hours and then I am not focusing on issue anymore. I wish soon you will have resources to hire more intercom people. I know that some of my collages does not like support at all, so you might consider getting more feedback about it.

Overall: Most of all it is really good. There have been some issues, but I like that intercom has not screwed up our communication with customers. Answers are always delivered.

The best messaging app online

Sep 20, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: It's the best messaging / customer engagement solution on the market. Great interface, great functionality, extremely good quality products. The mobile and web apps are brilliant, without any glitches or problems ever. The support is also good, responding in a timely fashion. It's the best messaging solution in the crowded space of online chat / engagement tools.

Cons: Intercom can get a bit expensive. However the quality of the product is through the roof and it's definitely worth it.

Overall: The best customer engagement solution for teams of all sizes. Powerful features, clean interface, fast support. And chat bots that actually work.

Vendor Response

by Intercom on September 25, 2018

We're absolutely stoked to get such a positive review! Thank you for your custom - and so glad to hear Intercom is benefiting your business.

Fantastic chat, messaging and support tool for every business

Nov 21, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: If you're looking for a live chat tool that has comprehensive messaging, support and bot functionality, look no further. It has a comprehensive CRM solution built into it which means you can sync it with a third-party CRM and your product (i.e. an app) to store personalised information on your users and visitors so you can deliver the right message(s) to the right people at the right time. What's more, with a list of growing features such as support articles, chatbots with support resolution suggestions and user tracking built in it's difficult to look at other products as everything you need is there.

Cons: The core product is easy to use and setup but it does take some time to properly set it up. This isn't so much a con as a warning - you really need to invest the time to set the solution up properly to get the most value out of it.

You need Intercom to build a successful business

Nov 11, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Intercom makes it easy to talk to customers which is extremely important to our product and customer success teams. It genuinely helped us improving the product and be in great relationships with the vast majority of our customers.

Cons: We've been working with Intercom for more than 2 years now. They are constantly improving their offering and we find it extremely helpful. I honestly can't come up with things that I dislike, but I wish that the messages feature could be more powerful and have workflows.

Overall: Want to get to know your customers better? Use Intercom.

Intercom is awesome. Indeed!

Nov 20, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: Intercom is an all-in-one package you can get in this green earth. The way of handling my customers changed dramatically after I started using this tool. Looking at my team performance and analysing it is just one click away. They do not call tickets or complaint or query. It is CONVERSATION. I liked this idea and started treating my customer replies as conversation.

Cons: All good. This is the only tool that I could not think anything least.

Overall: Its is simply amazing. I cannot think of any tool when it comes to the medium to handle my customers.

Great for support

Nov 12, 2018
4/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Intercom makes it easy to have text and email conversations with your customers. We are able to have a plug in on our site with Intercom always available for our clients. The knowledge base is also great for giving clients helpful articles to educate about our product. Overall a pretty good experience.

Cons: It would be nice if Intercom had more features for managers to use such as scheduling, permissions and queues. Although you can sort of do this with the interface, it's quite clunky and requires extra work from your team to pull off. Working out of an inbox is okay, but it's better if tickets are assigned to the team. Tough to do when the team works all kinds of schedules.

Easy way to make your customers fall in love with you!

Nov 12, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I like it because it makes it so easy for you and your customers to interact, that the process of chat based customer service becomes a pleasant and rich experience. You may set up answer bots, customized bots and others, in order to correctly clasify your leads and customer service issues. Also, the support team is always friendly, smooth, and acurrate. Super innovative, I strongly recommend Intercom!

Cons: Not many things I really dislike. The product has its limitations, but you can tell it was made thinking about the customer, therefore it is almost always easy to find a way around such limitations.

Overall: We are solving all and every request we used to receive over the phone now through the chat based service. The service is also integrated with our mobile app, and I must say it is impressive and way easier to manage than calls. It also makes it easier to coash people in a way.

Capterra loader

great Chat tool

Jan 10, 2019
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality
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Pros: It is very easy to use, both the person chatting in and on the user side. Lots of easy to understand and implement functionality that make the chat experience easy to use for us, and quick for the people visiting our website.

Cons: Security is a small issue, which is the double edge sword of a low barrier to entry. We don't want anyone chatting in to have to go through some kind of barrier, so you need to be sure your people have been trained on the security side of this.

Overall: Love it, will keep using it. 10/10 would purchase again

So simple, easily integrated with Salesforce.

Jul 22, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money

Pros: A good portion of our qualified leads comes in through chat/Intercom, and as a director of sales, the fact that Intercom is so easily integrated with Salesforce make my life a breeze. We have had a couple of instances where we needed customer support and everyone there was quick to respond and resolved the issues. My experience has been great thus far.

Cons: There is not much that I would change. Intercom is my only experience with a "chat" software but it has been excellent thus far. No complaints.

My go to tool for customer satisfaction and product improvements

Nov 27, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: At the simplest option, you have a nice website chatbot and help desk. Buy all of the suite and you have an awesome suite of tools that almost fully automates this function in your business. Intercom has loads of integrations to push things further like Slack, Salesforce and many others. CRM, chatbot, help desk - Intercom has been my go to for when building lean startups.

Cons: Can take some fine tuning with an engineer to get it working perfectly, but nothing in addition to what I'd expect.

Great Customer Support Tool

Aug 20, 2018
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Easily the best thing about Intercom is how fluid it is to use for customer support. Their phone apps or message-to-email abilities make it easy for customer support reps in even the smallest of companies to provide speedy service. The interface is clean and relatively easy to understand, and the triggering options for marketing are very powerful. There isn't much I've looked for that Intercom hasn't been able to accomplish.

Cons: It does a little too much, one could argue. Developers need to be involved for this software to be used to the best of its ability. There are awesome trigger points, suppression points and other queues for marketing messages to pop up - but it does often require a developer to take a look and make sure it will fire correctly. Their newest UI release is actually less intuitive than the original, which is strange - but I'm coming from the point of view of Admin, and setting up new messaging rules - not as a day-to-day user. Perhaps it is different in this instance.

Capterra loader

Intercom is always improving

Nov 12, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: It's easy to set up and it is very customizable! I find it easy to explain it to new users. What I like most is that the product team never stops improving it. Since I have started using Intercom 2 years ago, it only added value to it.

Cons: I wish I could extract some more complex data from users and conversation, for example, the ammount of times a user has talked to us and the dates.

Overall: As a supervisor, I really like it. Its reports have helped me a lot on daily basis. I can have an overview look at my team work at any time.

The best way to communicate with software customers

Jun 12, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Our developers were able to quickly setup the software and implement it into our website. We launched a brand new SaaS product and used it to engage users as they were figuring out how to use our product. Intercom was essential in executing our customer success strategy.

Cons: There is a learning curve and it does take some time to get it setup before it will add value. Once it is ready to go, your team will gain valuable insight into how users interact with your software.

Overall: Excellent Tool for User Engagement.

Capterra loader

Intercom is a fantastic platform. We absolutely love it.

Jan 23, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: It's very easy to use, it's well designed and aesthetically pleasing, and with the updates they've made to reporting over the last few months, it's very easy to see real-time stats and get a sense of how busy our team is.

Cons: It's difficult to send manual messages to individual Users and use a Saved Reply, but that's very minimal. Other that that, it's fantastic and does everything we need.

Overall: It makes it incredibly easy for us to stay in touch with our customers, respond to their questions, and proactively message them about new features.

Capterra loader

Pretty good solution for a helpdesk

Jun 14, 2018
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

2 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Intercom can cover almost all processes if you're selling SaaS solution. It has really good solution for help center and allows to easily find chats with your users. As well it's good in getting additional information like users LinkedIn profiles etc.

Cons: It's not really easy to setup Intercom messenger properly, the price is high enough since they are billing for each additional user. Intercom support is pretty useless, each time we asked them something they sent us a link that we already saw.

Capterra loader

Solid product that keeps innovating with new feature releases

Apr 11, 2018
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I like that the features keep coming, I enjoy knowing that the team behind Intercom is always striving at improving. I'm using the campaigns really nicely for my drip emails. A/B testing them and continually improving my open and ctr. The core of the product is excellent.

Cons: It's slightly on the expensive end. The more users you get the more they will charge you. You have to make sure you delete users who are not needed anymore by setting up certain criteria to keep the costs in check.

Capterra loader

Great app to growth yours sales and improve your customer service

Nov 12, 2018
4/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: There are very fast and good product changes

Inbox, it's great to improve the service via chat

Messages and campaigns, automate campaigns is crucial to keep growing our business

Cons: Articles, there isn't a multi language option. Not all clients and in all countries English is used, in our case we work with Spain, Italy and Portugal, and will need to differentiate by language all the articles

Overall: It is vital in our daily lives and has helped us automate many of the tasks that were previously more manual or tedious.

We use Intercom as our chat software

Jul 15, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The product is easy to implement and use. No need for trainings all users understand what is needed to be done in 15 minutes of explainations.

Cons: The pricing model that makes us work in deleting contacts on a weekly basis. We usually interact with useres ones, they ask question and we answer. The pricing is based on number of users, so continuing paying for a user that we dont have any interaction with is waste of money. So every week we delete the contacts just for paying less.

Overall: This product make the process of dealing with people asking for info and help on line easy to handle. It is easy to forward application to the right professional in the organization and manage the FAQ. Great product

Incredible Value for the Price

Jan 15, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: Intercom is incredible. From the first week of using Intercom, our engagement increased exponentially and has allowed people to interact, reach out, and purchase our services far earlier than they ever did before with the pop-up chat feature. I also love that you can target certain groups (customers, leads etc) with specific, targeted messages via the website popup or by email. You can also save canned/saved responses that you frequently answer to save time, as well as create and attach "help center" articles to educate and engage your customers (way better than an FAQ!)

Cons: Because Intercom is so robust, it took a little time to get used to the system and all of the features it provides, but once you get the hang of it, it's amazing what it can do for you and your business!

Intercom - A good messenger app for your company

Dec 04, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I am a QuestionPro employee. We are using Intercom as our chat software. It is web-based and we find it very convinient to use. Our clients use Intercom to chat with us. It is easy-to-use.

Cons: A bit of lag is there sometimes. When a user or our client start a conversation then there is sometimes a gap of secs then message reach to us. Rest everything is fine.

Overall: Overall Intercom is a good messenger software for your company and there are few things which is still missing. I hope they get it soon.

Easy to Use

Nov 09, 2018
4/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: It's simple to use and customer support is always available to help. They have a lot of info online which you can read if you're new to this kind of platform.

Cons: At first, there were not much of any reports that could be used to track the kind of conversations were made, reports to track the effectiveness of your campaigns (they are not user-friendly) or are not that clear.

Vendor Response

by Intercom on December 05, 2018

Thanks for the review! We are definitely working on improving our reports so watch this space for future iterations

Capterra loader

Intercom is great and the potential even greater

Nov 20, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: - Easy to use

- Easy to implement

- All the neccessary features to get you flying straight away (both in terms of support and sales)

- Gets you in touch with customers/potential customers better than any other tool we know

Cons: - The reports lack detail and the chance to dig deeper (especially in the B2B market)

- Custom fields are limited and you cannot delete them (sick pricing model though)

- Multi-language is an issue. If you service happens to be in any other language then English, chances are that cool features like custom bots and article suggestions will not work for you

- Very few styling options

Overall: We love intercom! The tool is already great and we would'nt want to miss it. But the data available is yet to be tapped. Reports should allow to explore the data more and multi-language support is a real issue for us.

Capterra loader

Easy to use, great reporting

Nov 09, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: -Ease of use

-Responsiveness of Support team

-Ever evolving feature set

-Reporting and metrics are getting to a great place!

Cons: -Focus on sales over support

-Not sure how well it would scale to dozens or hundreds of agents

-Expensive bot service

-A few "obvious" features that they don't have (being able to customize customer feedback options for one)

Overall: My Support team has been using Intercom for a few years now, and we have grown with Intercom. As we've scaled, we've needed stronger reporting features, and Intercom has delivered. Aside from one issue where some emails from customers were not getting delivered to us, there have been no serious technical issues, which is very reassuring.

Has changed our customer support for the better!

Oct 26, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: Super powerful, nice looking bit of kit. We are only just getting stuck into using Intercom properly, but already finding that customers are happier, we have better visibility of issues which need to be reported back on, and we are getting good results from promotional / sales messaging too.

Cons: We have recently seen an issue where for some users / devices, the sound notifications are playing even when users phones / laptops are set to silent. Hopefully this is fixed or will be soon as it's quite a big issue and risks us upsetting our customers. Other than that, nothing comes to mind.

Overall: We're using Intercom to provide better customer support, by being available, quick and responsive, and keeping better track of issues. We're also capturing leads, and pushing promotional prompts to existing users.

Practice what you preach

Nov 02, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

1 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: It knocks all other chat services out of the park in terms of UX and general personality.

Cons: One thing I cannot understand though is why they don't practice what they preach. Their customer service team take HOURS to respond, and when they do, they put more emojis than resolutions in their replies.

Upgrading to another pricey package I would have thought they would be more willing to assist me with my question and not just link me to endless jargon filled articles.

Hold my hand a little bit Intercom, when I have a question, I'm not paying for you to send me some articles 5 hours later, I'm paying for you to assist me do what your business is all about - help me set up the best customer service function in the world!

Thanks

Overall: Please help me set up the features I upgraded for.

The industry leader for a reason, they're robust, flexible, and simple

Jan 26, 2019
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Pros: I use 2 of their products: Inbox pro for customer support, and messages for email marketing and onboarding. Both of them are fabulously powerful while at the same time very easy for anyone to use.

Cons: I wish the mobile app wasn't as stripped down -- there's a lot you can't do. But the browser is a great experience.

Overall: We use intercom to run all of our customer support, live chat, email on-boarding, and sales funnels. While it doesn't exactly replace email marketing software, it overlaps quite a bit -- especially if you can put some developer resources toward it, you can build a lot of things on top of intercom with their robust API. It's a great choice for enterprise.

Intercom, the always evolving CS platform

Nov 09, 2018
5/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: I like the updates that Intercom pushes out. They are always adding something new and improved to their platform. Sometimes these improvements are small surprises here and there. Like a page style or a small piece of functionality. (Look at you priority button <3)

Cons: One thing I would really improve in Intercom is my own inbox organization. I wish I had the ability to have sub folders in my Inbox with specific rules.

I'd like to me able to assign a conversation to myself and then have that conversation be filtered automatically and organized for me in my own inbox to be more specific.

Intercom is headed in the right direction

Nov 12, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Intercom is trying to create a lot of smart automated functions so it can save me time. The various bots and article suggestions have really help free up time get on the phone and talk to leads or customers.

Cons: The search function for conversations is terrible. It's just a simple search box which makes looking for certain conversations very difficult. Also, I was there were more indepth or more filtering for the performance metrics.

Capterra loader

A good packaging but was not up to the mark solution for support

Sep 23, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I used their Article product. It has good interphase and a really smooth experience. A couple of things I liked about Intercom are:

1 - Elastic search on Knowledgebase.

2 - Live chat works really work with knowledge base platform

3 - UX is very clean and clutter free.

4 - Feedback feature on each article has helped a little.

Cons: There is a lot more which they can do around knowledge base improvement:

1- they will not give you flexibility around the knowledge base structure.

2- I need to run the knowledgebase on main domain like www.website.com/url

Overall: A little improvement in few features will make it the best product in the market.

Vendor Response

by Intercom on September 25, 2018

Nishant - thanks for taking the time to review Intercom and share your experience. We have some improvements on the roadmap for the Articles product which will address some of these issues - stay tuned. John

Super useful way to connect with our users, though as a user I find it annoying

Jun 21, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: Love this tool for our team. It helps us connect directly with users. They seem happy to find out it's a real human on the other end and the speed of getting questions answered is a big deal. It's a great touchpoint for us to connect with potential and existing customers.

Cons: As a user, I get annoyed with these pop ups but I think it's up to the company to use them in a respectful and productive way that is not too intrusive.

Automation for Lead Capture

Feb 05, 2019
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: We don't man Intercom with full-time staff but we do use the integration and automation to capture leads who want to use our chat instead of all or fill out a form. It's great at answering questions and capturing at least an email from a user even if they don't want to keep talking. This allows us to follow up with them within a few hours with more succinct info.

Cons: The non-base pay tiers have some nice features that I feel other chat services have available out of the box, but we have developed a work around to make sure we're still capturing leads without manpower.

Capterra loader

We better address our users need.

Mar 04, 2018
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: Intercom merges our chats and email conversations with every user as a single conversation loop ,making it easy to review past conversations of users easily.

It i the most suitable helpdesk program for targeted emails and in-app trigger messages ,making it easy for us to better address issues faced by our users.

Cons: There have been times when our users have complained of sending us messages on Intercom and the messages failing to send ,for basically no explainable reason.This happens when our users have tried chatting with us via a mobile web browser and we happen to be offline.

Amazing suite of products to complete your application

Feb 15, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I love the design of Intercom, their attention to details and the fact that it literally takes 5 minutes to integrate with your web or mobile application. The Intercom widget is ubiquitous and people already know how to interact with it!

Cons: Intercom has a suite of products with different scopes and it's not very clear from the beginning what product does what. The configuration settings are plenty and not very easy to navigate.

Intercom

Dec 18, 2018
5/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Pros: What I like the most is how to manage users, when and where, and at what time was their last session, easy implementation. Using the support side, and easy handling of the chat on the user's side.

Cons: It is confusing when you send a private message from the administrator's side, it generates too many chat windows.

Overall: I solved in the problem with the customer support in the company where I work, the benefits is easier and faster the customer support .

Capterra loader

Wouldn't be in business without Intercom. Literally.

Nov 12, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The ability to talk to leads and customers. Being connected and personal with a business is what I value a great deal, so I'd like to do the same for my customers.

Cons: The cost for a small company can be high even though they have a special plan for small startups which helps.

Overall: Having used Intercom since the very start with a handful och SaaS businesses, it's simply a no-brainer. The value you get from talking to customers and leads are worth soooo much.

Capterra loader

Be in contact with your customers

Dec 14, 2018
5/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The most I like is that Intercom helps you A LOT to be in touch with your customers, I mean, they really feel like someone is taking care of them in the other side.

Cons: The fact that Intercom have tons of functionalities that you can use to be in touch with your customers, make it kind of difficult to configure it exactly with your needs.

Overall: It is very useful if you want to make your customers a real and human experience in your platform.

Great features... but way too expensive for BtoC usages

Feb 26, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: Intercom is great for internal marketing and support purposes. You can easily reach your customers using emails or in-app messages.

Cons: But while this is great, Intercom is also really expensive. If you have a BtoB business it's probably not an issue because the profit generated by the user retention gained from Intercom could probably cover the costs. But if you have a BtoC business you might want to consider another option.

Great product, but they nickel and dime you a bit

Nov 03, 2016
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

2 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Generally makes customer service easier, however there is no knowledge base or any slick way of mining the data from the your customers.

Cons: You need to watch when typing a long response, the interface might crap out or freeze, etc.. It becomes annoying at times.

Overall: Overall I really like this product. Their UI is a bit wonky (although they think it's great), but it's been getting better. There are a few quirks that are annoying and the service experiences more service interruptions than other platforms we use.

For what they do, versus what they charge however, we probably would switch quite quickly if something less expensive came along. Customer support is good though.

Capterra loader

Forever impressed by Intercom!

Nov 12, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The inbox is simple, the campaign capability is advanced and we love the new Help Centre. I'm also impressed with the Operator bot. Nice to see automation tangibly coming into play.

Cons: I'd like to be able to automate responses to campaigns better than what is currently available. Particularly when customers respond to an auto message with an emoji. The custom bot doesn't quite achieve this yet.

Overall: Intercom is effortlessly beautiful for both the customer and customer success team. Every interaction with Intercom is enjoyable. The product achieves the perfect equilibrium of functionality and personality.

More than an helpdesk solution software.

Jan 07, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I like the layout and the unique set of functionalities I have access to on Intercom.Having customer Support,sales and marketing tools available on an helpdesk solution is what sets Intercom apart from every other software.

Cons: By far the best help desk software I have used in the last half a decade and we regularly try newer solutions but no one beats Intercom as at this moment.

Overall: Real time communication with customers.Using Intercom for customer support has earned the trust of customers,since they can reach out to my organizations customer support whenever they encounter problems using our services.

Highly Recommend

Nov 19, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

2 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The software is intuitive and exceedingly useful. It does a lot, but with a unified theme of support and helping you engage with customers. The NOTES feature is incredibly useful for training and inter team conversations.

Cons: If you need customer support, the team is super slow to respond. However, they have a plethora of help articles, and you can figure out most of it yourself while waiting on a reply.

Overall: Overall, I've had a very positive experience with Intercom. Its capability to target messages to particular audiences and the feature that sets timing expectations are particularly useful!

Great Software for Interacting with Users

Nov 19, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I love the versatility of the tools, and how they mesh with each other. Tracks as much intricate user activity as we need. Message campaigns have strong customization abilities, and good activity tracking once messages are sent. Helps us to get to know our users better, and, in turn, serve them better.

Cons: Almost every time I'm notified about Product Changes, these changes are available only for additional fees. It would be nice to be notified about updates to features I'm already using (and loving). It's a bit disappointing to only be notified when they'd like to tempt me to increase my plan. However, this is just a minor complaint - overall I'm satisfied!

Overall: Excellent experience tracking users from end-to-end.

Capterra loader

Great tool to talk to clients

Aug 22, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: It is easy to manage all the questions of customers and handling by specific teams with the help of intercom. It enhances our user leads and automates the process of ours to find the clients. We can easliy track all users with the help of automated emails.

Cons: Sometimes it stalls workflow as there is the bulk edit feature for the excel files which is not provided in it. Other features are more than average.

Overall: We take feedbacks from customers with the help of intercom and resolve the issues they are facing through specified teams. We also manage to get leads through it.

Vendor Response

by Intercom on August 24, 2018

Thanks for taking the time to review Ravi. Glad to hear that you are getting so much value out of the Intercom platform. We'll make sure you feedback on the bulk edit feature reaches the right product team.

All in one: support, mailing, mobile apps

Dec 07, 2016
5/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I like to have all the information of my clients on the same site. Working with such an extensive database is very useful for any business.

Cons: Sometimes, having so many features makes the platform not accessible to smaller businesses. The price is high, and it takes quite some time to take advantage of everything it offers.

Overall: It is a very efficient tool to control the basic and advanced aspects of our customers.

For example, you can quickly access a complete record of any customer and see how he has interacted with your business: use, shopping, interaction.

Perhaps it is a somewhat complex tool because it has many characteristics.

Great onboarding tool and more!

May 04, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Intercom is the best tool if you are running SaaS! There is no better tool for onboarding. You can use Intercom as a chat, you can create onboarding funnels, you can easily create the knowledge base and more!

Cons: I think the price could be lower. There are currently many solutions that try to imitate Intercom and they offer a better price. But none of those tools is as good as Intercom.

Great for many uses

Nov 09, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: The ability to purchase features as add-ons depending on what you need is fantastic. You also have a lot of control over how you interact with customers, which is great and suits many different business needs.

Cons: For all of the control features you have for every other aspect of the software, there aren't many controls available for notifications. Sometimes they are spotty at best and it can be glitchy, which sometimes causes in dropping conversations or missing them.

Overall: Overall, this is a great solution for interacting with customers! Also, customer support is friendly and helpful.

Vendor Response

by Intercom on December 05, 2018

Appreciate the review! Great to hear the flexibility of our solution is of value to your team. Can I ask what type of controls you are looking for re: notifications?

Solid communication platform that is easy for customers to use

May 15, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Customers find it easy to use, the reports information is solid, and it's pretty easy to send out messages that are automated or manual.

Cons: Not all the functionality is easy to find or understand. The help is prompt, but some navigation improvements may help. But these are small.

Overall: We use this to track customer support inquires when the customer is in-product. Makes it easy to chat and communicate in real time.

Efficient and effective software

Nov 19, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: -Easy to navigate

-The separation of colors and sections allows for better organization of software

-Love the ratings/comments feature --> allows you to gather necessary feedback of the customer support team

Cons: -When the conversation ends, the conversation should not be able to be re-opened by the customer. It should be required for customers to start a new conversation.

-Customers should not be able to keep changing the ratings depending on whether they liked the response they may have received once the conversation was closed and they've reached out again.

Overall: I'm working in Customer Support for a SaaS tech startup. It's important to have software that allows you to jump in chat quickly to answer questions and concerns.

Nice tool for support team

Nov 08, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: User-friendly interface, uptime, knowledgebase

Cons: Lack of functions for support team leads e.g. extract of chats for one CS rep. to make QA

Vendor Response

by Intercom on December 05, 2018

Appreciate the review Nastya! Just an FYI we do have the ability to download conversation transcripts but it is on an individual conversation basis so I understand it may not fit your use case 100% but nonetheless it could be valuable for QA if you do spot a conversation you want to review with your CS team.

Intercom for On-Demand Platforms

Nov 09, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Intercom is like a full stack comminucation software that generates great value to companies like ours.

Cons: I don't really like the way you group data reports. You are aggregating data by teammates but not by groups, it's impossible to have the metics for a specific group that have teammates in multiple groups.

Overall: It's good but lack of analytics to manage the KPIs of a big operations like ours.

Very easy to use and perfect for quick and clear communication with your customers.

Aug 11, 2017
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: It's easy to use and you can build a customer support team within the tool.

Another bonus is the mobile application that allows for direct contact with customers and enables me to answer questions whenever and wherever

The ability to intergrade third party tools.

Cons: Setting up automated emails within intercom is an issue. when making an onboarding flow, the final in app mesage is also sent by email. These emails end up in spam folders for the most part.

Overall: Great tool for customer engagement. Praise from our own customers for our quick response times.

Capterra loader

Most advanced live chat solution.

May 19, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Intercom enable us easily generate sales leads and trigger web visitors to take action via targeted chat and in-app messages triggered by duration ,website or app location and past user behavior. Intercom integrates perfectly with Crm solutions like Salesforce ,even though it is almost like a CRM in itself.

Cons: We have had complaints from web visitors in time past of them attempting to send us messages when we are offline and the message failing to send through. This happen on rare occasions but I can confirm it does.

Capterra loader

Best Tool for the Jobs

Dec 21, 2018
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

2 / 5
Value for Money
Likelihood to Recommend: 4.0/10 Not
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Pros: It's broad range of features for looking after my customers. On site chat, onboarding, support and help docs

Cons: They've slowly been raising the price of the software and clearly targeting businesses with bigger markets which has been putting us under a bit of pressure

Overall: Intercom solved many of my problems for me early on in the development of my SaaS platform and saved me a lot of time and effort.

Capterra loader

More than an helpdesk program

Apr 09, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Intercom makes it easy to promote sales leads and trigger users to take action via targeted email, and in-app information triggered by time or website location.

It integrates well with some of our favourite tools like Salesforce. Overall,Intercom is surely more than just an helpdesk program : as it provides us some email marketing feature too.

Cons: There have been times where we have been offline and web visitors have had issues sending us messages. which in such case is sent as a ticket.This happens very often.

Capterra loader

Great support tool, misses a few things for CS or sales

Mar 07, 2018
4/5
Overall

5 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Everything that supports conversations with users, integrations, automation. They introduced reports not long ago and they are great.

Cons: Could be releasing updates more often, especially in the fields of automation and bots - this is something that competition does better for the moment but I hope they will manage to get there.

Overall: My company can provide excellent support to our customers.

Such an easy to use software

Jun 01, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: We love that this gives us an overall look at our customer experience. It shows us what pages they most recently viewed and what customers maybe have not visited our site for a while.

Cons: It's hard to say what I like least about the software because there isn't much. One thing I wish there was more of was the ability to collab on a conversation with other employees instead of communicating with notes.

Overall: This software gave us the best overall view of our customer experience and gives them a great point of contact where they get a response within minutes.

Awesome way to communicate with customers.

Jan 14, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: The mobile app. Is functional and makes it possible to communicate with our customers on the move.

Setup is smooth and customer support is amazing.Chat documentation is easier with Intercom.

Cons: There is nothing to dislike because we have stuck with it over the years and we have had no regrets.

Overall: We use Intercom to provide quality,real time support to customers on our website.