Intercom Reviews 507

Great experience; however, sometimes when chat is initiated, it doesn't auto refresh to intimate us that you've received a chat and still shows as no chats has been assigned and this creates an impression on the minds of the clients that they've not been welcomed or greeted or acknowledge.

Allow deleting notes.
When reopening closed conversation the same thread is continued. Easy to overview.

Great support tool with a large panel of options to help your customer and create help articles.
On the other hand, tool a bit too much compartmentalized it's difficult to understand their pricing, and you're often blocked by a paywall even when already paying.

I write articles for a system KB, and Intercom gives our users an easy way to access that content without leaving our application UI.
I just wish some more editing/formatting improvements were introduced. E.g., table cells can't be easily aligned, or the posts (pop-up messages) don't display exactly how you anticipated while writing the draft, for example, if you add some extra lines to distribute the content, those are not always added when the message appears.

Good features, good support! Would recommend to others looking for a customer support tool.

Mobile app can be better though as it glitches and has limited functionality.

Everything is great the features and many options to make our job easier and for the customers. It'll be great to have an option to schedule messages.

Intercom is a great way to help customers quickly and smoothly. The interface is easy to navigate and generally I enjoy using it! One improvement i'd suggest is the way it links previous queries from the same customer. Sometimes the system will link previous closed conversations but sometimes you have to search for them.

I really like the new features and the automation of a lot of tasks that would typically take a lot of human time and effort. Education from the blogs, webinars, and help articles has been fantastic. My only complaint is that for such a great product that helps with a lot of support tasks, I've been very slow to receive support when I run into a deadend.

Intercom is a perfect Scam! They have a minimum plan starting at $75 but eventually they will bill you $ 500+ usd by end of the month. They have built an app with secret money looting techniques and to overcharge you every month. They have zero customer service and they dont have any fixed plans. All the pricing and plans are so confusing that you will always get unexpected bills every month. Intercom team don't have enough agents for customer service plus zero agents on weekends. They have created bots so that you can never reach real human being on time. I have filed for a chargeback from bank & just blocked my card. Hope i get my money back. Stay away from intercom app, Stay safe!

Overpriced, Zero Customer Service and Overselling techniques. These fraudsters are trying to build customer service app without having their own customer service. Intercom.com will always try to oversell you something then your actual requirement. If you require 2 users, they will try to oversell you 5 users minimum. Apart from that they will bill you surprise cost every month and most of these costs are not shared with you in the beginning. Stay away from Intercom.com and never put your card details on their platform. They will charge your card with unexpected price at any time. plus they dont have enough support reps. Average respond time is 5 days. Shameless ppl.

Hi! As for the main reason that I gave this high rate it's because of useful tools for support team. As for the second reason: they are fixing bug really quickly. As for example, I told them about the problem on Thursday evening and on Monday morning it was already resolved. The third, they are always opened to get a feedback or submit a request for new feature (as I'm chat-bot engineer this is important for me)

And there would be a lot of pluses, but there are any disadvantages?
New Intercom view is horrible with a lot of bugs. But when we'll use to it and all bugs will be fixed - I'm sure it will be a nice advantage

The new update is bad. The actions that were made by one click now has to be done by two or more. Some features that we always used were removed.
The only good thing about it is black theme.

Most pathetic Customer Service of all time! They are just looking to make more money out of your everyday. Intercom has zero Customer Service. We requested them to provide 2 licenses but they said that you have to buy minimum 5 to 6 licenses because our minimum billing is $350 per month. Plus for any additonal feature they will charge you $100 per month. We signed up for the Early Stage program with them and they deactivated it because they were not able to make any money out of it. Plus just to receive a single reply from customer service, you have to wait for 5 business days. Better look for other solutions like Drift or Zendesk.

Intercom does everything we need, and more! Providing chat support, directing customers to help articles, and automating things like creating tickets and responses.

The supposedly giant of customer support has no customer support. They don't have a phone line, and their "live chat" takes 7+ hours to get a response. Sometimes its crucial and you just need to get something done. Bloody waste of time.

Amazing app and great integration.

Thank you Max for all your patience and help. You were great.

The Live Chat Widget is okay, nothing to write home about, but their billing process is ferocious and lacks a moral compass.

After going beyond the free 14 day trial and submitting my payment details, I was too slow at deciding on upon a package and too slow at cancelling my contract. However after 2 months I did cancel my contract because their platform didn’t work for my business. Despite my cancellation, Intercom proceeded to charge me a full year upfront (best part of £800) even when I had not selected a package. I’ve requested a refund on the 10 months that remain but it has been denied. Therefore Intercom are now benefitting from 10 months of free income from me and are not willing to discuss a refund. Intercom will of course reply to this review stating they were within the terms of contract and how I didn’t cancel my contract. That’s not my grievance…..my grievance is that they have no moral compass towards their customers and appear to relish taking advantage of customers by benefitting from my annual payment despite me cancelling the subscription. That’s probably a big reason why they generated revenues of $200m in 2021. I hope Intercom enjoy my free money and spend it on developing their customer services.

Intercom gives us so much user insight and opportunity to test and trial new features and products with our clients

This tool was a good few years ago. Now it is just a complicated mess with 100s of features but none are usable.

Great and easy UI, one note is that if the team could find a way to better utilize the "Mentions" section. Kind of hard to keep track of who is mentioning and when, and if I've followed up on those mentions. Maybe keeping it highlighted until I have responded.