Very versatile platform, with a lot of customization possible. We use it for more than 10k users and it is pretty solid. Obviously, it is not perfect, as any business has its own constraints,... See more
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Review summary
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What people talk about most
Based on these reviews
Support service is often slow and inefficient. Simple things like make a contract draft or change customer's plan are making so slow and with mistakes like wrong address of the company. Product is gre... See more
Software that keeps on giving. Software and interface is amazing, they thought through every single aspect of the widget and website. Unfortunately, it’s just paywalled with extremely high prices.... See more
Very good tool, intuitive.. But the test or changes on the bot are still fluctuating too much
Company details
Written by the company
We’re Intercom — the AI customer service company helping businesses deliver incredible customer experiences at scale. Our platform combines Fin, the #1 AI Agent for customer service, with our next-generation Helpdesk, a modern workspace that gives support teams the power, speed and intelligence they need. Trusted by over 30,000 customer service leaders and backed by more than a decade of CS experience, Intercom is the leading AI customer service company, helping businesses deliver incredible customer experiences at scale.
Contact info
2nd Street 55, 94105, San Francisco, United States
- team@intercom.com
- intercom.io
3.2
Average
507 reviews
Replied to 71% of negative reviews
Typically replies within 2 weeks
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Super complete tool and fast answers…
Super complete tool and fast answers from support team!
July 25, 2022
Unprompted review
Reply from Intercom
Hi Josselin - thanks for taking the time to leave Intercom a review and letting us know what you like! Great to hear you have found our support team to be fast, they'll be delighted to hear that!
Thanks,
Eabha
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Unbelievably easy and intuitive
A real lesson to product folks like me:
1. Easy adoption and activation
2. Strong engagement hooks
3. Tremendous value.
July 20, 2022
Unprompted review
Reply from Intercom
Hi Unmukt - thanks for taking the time to leave Intercom such a nice review! It's great to hear that you are not only getting tremendous value from our product but also learning for yourself on the product side. I hope we can continue to deliver value for you and your team!
Thanks,
Eabha
Easy to use and setup
Easy to use and setup!
Clean interface, although there are still some features missing in the new inbox. Pricing is a bit steep. I appreciate the responsiveness of the support and engagement teams. The simplicity of the UI is nice, I don't feel overwhelmed by a million features, toggles or settings.
July 19, 2022
Unprompted review
Reply from Intercom
Hi Jon, we appreciate you taking the time to leave Intercom a review and letting us know what you like!
Thanks for your feedback around pricing and the new inbox. I'll passed this onto the relevant teams!
Thanks,
Eabha
Intercom has always been reliable
Intercom has always been reliable; it's what our company uses for our support chat.
July 16, 2022
Unprompted review
Reply from Intercom
Hi Marcus, thanks for taking the time to leave Intercom a review. It's great to hear that you've found Intercom to be reliable - I hope we continue to be so!
Thanks,
Eabha
We have using the app for a year now…
We have using the app for a year now and its working well for us so far. We just need to scale up faster.
July 8, 2022
Unprompted review
Reply from Intercom
Hi Shane - thanks for taking the time to leave Intercom a review. It's great to hear that our solution is working well for you and your team by helping you scale faster! I hope you continue to scale :)
Thanks,
Eabha
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Great integration tools
My overall experience with Intercom is great. I think it is a very useful tool and has a lot of potential because of it's integration options.
The only thing I am having a little trouble, is with the new Inbox. For me, it's harder to have a look and see what I have pendant in the Inbox list. It was easier for me with the old Inbox to check fast how much thing I had to do.
However, I think it's a great initiative to renew the inbox to improve speed and other features, so congratulations to all the team!
June 27, 2022
Unprompted review
Reply from Intercom
Hi Roberto - thanks for taking the time to leave Intercom a review and letting us know what you like and more importantly, what we can improve!
We really appreciate your feedback around Inbox 2 and I have shared this with the team working on the product. I can see how this could be frustrating! If you are finding anything else tricky with the new Inbox, I'd encourage you to check out one of the webinars to learn more about the other features, which will hopefully make things easier for you! You can register here: https://www.intercom.com/webinars/all-new-inbox-training-noram
Thanks,
Eabha
Epic application!
June 21, 2022
Unprompted review
Reply from Intercom
Hi Nico - thanks for leaving Intercom a review! Great to hear we're epic :)
Overall I like Intercom and it looks…
Overall I like Intercom and it looks like the recent design choices are going to be helpful for immediate workflow.
June 13, 2022
Unprompted review
Reply from Intercom
Hi Greg - thanks for taking the time to leave Intercom a review and letting us know what you like! Hopefully you will continue to discover all the new elements of Inbox 2 that will help you and your team!
Thanks,
Eabha
Satisfied! But...
Easy to handle, packed with features. Everything about the intercom is top-notch just the notification, I got the sound 2-3seconds before the chat appears on my laptop. I tried it on my phone it works perfectly.
June 7, 2022
Unprompted review
Reply from Intercom
Hi there - thanks for taking the time to leave Intercom a review. Hopefully with Inbox 2 which was launched last week, you will see improvements on this and then you will think everything is top notch with us - including notifications!!
Thanks,
Eabha
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Worst customer support ever
Worst customer support ever. We've been customers 6 years and they always treated us very bad. We spend over 100k per year and it takes days for them to reply and when they reply the response is never helpful. If you are looking for a Customer Support software, don't user Intercom!
May 23, 2022
Unprompted review
Reply from Intercom
Hi Javi - we appreciate you taking the time to tell us about your recent experience with Intercom, I'm sorry it hasn't been a good one. We appreciate your loyalty over the last 6 years and hope we can turn our relationship around. I'm guessing this review is in relation to a recent conversation I can see within Intercom about billing which has now been resolved through a call with Ciara. I hope that we can continue to show our commitment to improving this relationship and can win back your loyalty.
Thanks,
Eabha (Customer Advocacy)
Great product, but not for any company size
Awesome UX, great customer support, large selection of features. Although can be a bit pricey depending on your company stage.
May 20, 2022
Unprompted review
Reply from Intercom
Hi Zakaria - thanks for taking the time to leave Intercom a review and letting us know what features you like!
Thanks,
Eabha (Customer Advocacy)
Overall it works
Overall it works, I just didn't like that when I asked to make a separate folder for issues (i.e. a customer has reported a bug and it's going to take some time to fix), I was told we'd have to upgrade in order to do that. It seems a pretty simple thing to drag and drop a conversation into a new folder. Why does it cost so much more?
Hey one more thing, the ability to turn conversations into help articles might be nice.
April 21, 2022
Unprompted review
Reply from Intercom
Hi Sunny - thanks for taking the time to leave us a review! I'm sorry that you didn't have the best experience with Intercom when asking for separate folders - I can see how this feature would be handy within your current plan, this is great feedback and I've let our pricing and product team know.
Thanks,
Eabha (Customer Engagement)
Help centers need to be updated
Intercom is amazing and allows for so much customization, but the help center feature is definitely lacking compared to others I've seen. Collections are not enough to separate and organize articles, and Sections are essentially nothing more than headers. I feel we would make better use of Intercom's help center feature if subfolders were possible. Outside of the help center, however, I've had a great experience. :)
April 21, 2022
Unprompted review
Reply from Intercom
Hi DiMatthew - thanks for taking the time to leave Intercom a review and letting us know what you like and what we can improve! We're always looking for ways that we can improve the Help Centre so thank you for giving your detailed feedback which I will pass it onto the product team.
Thanks,
Eabha (Customer Engagement)
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Their customer support team is great
Their customer support team is great! :) Always there to help.
Experience has been mostly positive, easy to learn from the Help center and the Academy.
April 14, 2022
Unprompted review
Reply from Intercom
Hi Dragana - thanks for taking the time to let us know what you like about Intercom! I've let our support team know your nice feedback too :)
Thanks,
Eabha (Customer Engagement)
Easy to use with friendly UI
It is very easy to use when communicating with your clients.
You have a clear view of your open chats as well as open chats in general.
Getting to a desire section, be it Contacts or Articles is easy, as the UI is clear and easy to use.
Lastly, the editor of articles is just right, as it offers you enough options to edit the text visually.
April 14, 2022
Unprompted review
Reply from Intercom
Hi Lovro - thanks for leaving us a review and letting us know all the features that you like! It's great to hear all the different ones you are utilizing!
Thanks,
Eabha (Customer Engagement)
My experience with Intercom has been mostly positive
My experience with Intercom has been mostly positive. I have been testing the Series and I think most of it works very well.
There are some bugs. For instance, if we edit some nodes, like webhooks, when we save and try to edit them again immediately after, we do not see the changes we just made.
The Series also need some aditional features, like the ability to edit some custom attributes of an user depending on how he/she engages. Tags are nice, but being able to change custom attributes during a Series would give us more flexiblity.
We also would like to get data about a Series via API. As far as I know, today the only way to do it is by manually download some CSV files via the web interface. We'd like to automatize our analysis, thus, the hability to get data related to a Series would be very important
April 7, 2022
Unprompted review
Reply from Intercom
Hi Hermano - thanks for taking the time to leave Intercom a review and letting us know your experience with Series.
Series is still a relatively new product so we welcome any feedback and updates that will help improve the product - I have given our product team your feedback!
Thanks,
Eabha (Customer Engagement)
Mobile App Notifications, Web Performance
I keep receiving notification on the mobile app that doesn't concern me or include me as a member in channel "x" in a certain channel, for example, someone from channel "x" assigned this conversation to channel "y".
When I receive a new message it takes time to refresh the page.
April 7, 2022
Unprompted review
Reply from Intercom
Hi Ali - thanks for taking the time to leave Intercom a review and letting us know your feedback. I think the reason that you are receiving those notifications is due to your notification settings which you can easily update:
- Click on your avatar in the bottom left-hand corner
- Click "Your account"
- Go to "Notifications"
Here you can see all the different reasons that you are receiving notifications and will hopefully be able to update them so that you are only receiving the relevant ones!
Thanks,
Eabha (Customer Engagement)
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Very good software and easy to use
Very good software, this CRM that actually offers nice features (series, bot, articles, reports and much more), and it is easy to use.
I really love the fact that users can rate our team, their feedback is precious!
Intercom team is always nice, polite and willing to help.
I don't have any complaint, but I am not so experienced as an Itercom user which is why I didn't rate 5 stars.
April 5, 2022
Unprompted review
Reply from Intercom
Hi Chiara - thanks for taking the time to leave Intercom a review and giving your honest star rating! It's great to hear from users who are utilising all the different features Intercom has to offer!
Thanks,
Eabha (Customer Engagement)
I like it, but every day it gets more expensive.
I like working with Intercom, it is the third company in which I request to have Intercom to work with my teams. But since I started using intercom, the options for Startup are increasingly limited, and it is very complex to pay for these prices. There are many tools that are very useful, but have a very high cost. Today I analyze new companies for this service, only for cost issue.
April 4, 2022
Unprompted review
Reply from Intercom
Hi Bernie, thanks for taking the time to leave Intercom a review and for your continued loyalty! We also appreciate your feedback around pricing, we aim to provide a pricing structure that allows both our businesses to succeed but understand that this isn't always true in practice. I have let our pricing team know this feedback.
Thanks,
Eabha (Customer Engagement)
Non existent support
Non existent support, service or troubleshooting assistance. Relationship Manager non responsive, and no timely response through automated troubleshooting when required. We have experienced shocking issues around inconsistencies in the deployment of Chat Bots, and were also given assurance around features that would be available that simply aren't. Would recommend avoiding if you're scoping for a provider.
April 1, 2022
Unprompted review
Reply from Intercom
Hi Marc, I really appreciate you taking the time to share your feedback, and I'm sorry to hear that this has been your experience with our team. I can see that Joseph, one of our Support Engineers has been trying to help you find out what's going on with your chat bot - please do follow up on his questions so we can help resolve this.
Kate (Customer Advocacy- Intercom)
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