Our team used intercom to support a large team of contractors that would frequently visit our website and work with us on a regular basis. We frequently use the "segment" feature to learn more about our population and to send out messages to certain segments.
We also used a variety of integrations. For example, we used upscope.io so that we could immediately screenshare with any user who was on our website if they sent us a message on intercom that they needed help. The user would get a popup asing if they want to let the administrator view their screen and they just need to click "ok." That's it. It's that easy. Upscope.io integrates directly with intercom.
You can also add Google Calendar to intercom so that intercom users can schedule a call with a teammate directly.
Intercom allows for various quasi-queries, integrations, and outound messasges to your users. This is very helpful and is not available in all of the other customer support platforms that I have used. You can find out information about your customer population. You can send messages to only CERTAIN "segments" of your customer population. You can also integrate with a WIDE variety of other softwares to really up your customer support game.
Intercom does not show all of the user messages together unless you open their profile OR they send their message as a response. So, for example, if a customer sends you a message, then 10 minutes later they create a new chat and send a new message, those messages are not linked togather unless you open their profile. I have had the experience of different agents answering the two messages or of answering one message only to see that the same user had sent a correction to their message. This is very frustrating.
It can also be difficult for users to locate the knowledge base which leads to more inbound messages. Intercom is trying to solve this by bot responses, but this is something you may have to pay for.
Our main use for intercom is tier 1 chat support. Our users know that this is the fastest way to get ahold of us. In lieu of using a chatbot we've gone in and created a bunch of quick responses that we can go in and edit. This has cut down on the amount of time we spend chatting with a customer and it allows us to control the message that we are sending out across the board.
We've also used campaigns to let our users know of new product releases and have sent out Net Promoter Score Survey's out in a campaign.
I'd like to note that we do not use Intercom as a CRM for leads on enterprise accounts.
Intercom is really easy to set up and importing users into the software is really simple. It's nice to be able to create an online library of help articles and have it available for our users to find. The chat feature is what we use most and our users definitely enjoy how easy it is to reach out to us.
Our customers have a difficult time closing out of conversations or seeing actions on our screen that need to be taken on the right hand of the screen. The chat box will often times cause them to become more frustrated as they need to open and close the chat as we give instructions. The close button is in a circle under the chat, which is a spot that most people don't usually look for.
There are a few customizable things that we'd like to see. Like the ability to create custom out of office messages or include holiday messages to let our users know we're either out of office or responding slowly.
We have been able to resolve customer questions in a much quicker time simply because we can access help articles quicker, get other team members in on the conversation more easily, and use integrations like co-browsing and attaching help articles to resolve a problem more quickly. Overall, Intercom has been a great experience compared to our past customer support apps and we are happy to be using this to improve our customer's experience in our app.
It is great to have the ability to do so many things within one app: chat with our customers, write help articles, link help articles to our customers, send out messages to groups of people, easily find previous conversations, and create reports to monitor our progress. Intercom has really made our support workflow simple and much less confusing than other software tools we have used. They also integrate with a number of different tools (GitHub, ZenDesk, Upscope co-browsing, etc.) so anything that Intercom can't directly do, we can find a way to do through an integration.
The Customer Support response times from Intercom are a bit long, but the team is always helpful and resolves any questions we have. I also wish the Articles were a little more built out - they just have some simple feature there, and it would be nice to have a more robust help center with the flexibility to format our articles the way we want and organize the collections differently.
We use Intercom daily to help diagnose and solve a multitude of customer issues. As an admin, I have the ability to monitor chats, provide internal notes within the chat in real time for trainees, and make sure everyone is offline at the end of the day. There are a few flaws and Intercom WILL send you far too many emails, but overall this is a great chat tool for any customer service business.
Using Intercom as our ECOM site's chat service has been very helpful! On the customer service team, we are immediately given the contact information needed to properly help a customer. Using Intercom alongside Zendesk has also been a huge improvement over our old chat/ticketing software as they work very well together. Our team also utilizes custom and team macro responses to give fast, accurate answers and assistance. Also, giphy integration!
The default setting on Intercom has keyboard shortcuts turned on. It seems like most of them immediately close the chat. This can be easily solved by turning them off, but it is not made obvious on how to do so. Once they're off, it's smooth sailing!
We have two customer service teams, and we often have agents going back and forth between the two. We use Intercom for both. The other downside is that it is impossible to be available on one and away/reassign on the other. You can keep it open in two tabs, but that's more of a workaround than a solution.
It is a tool that was built by its users, meaning the people who build it also use it. I can begin to describe how important this is.
They have not limited themselves to what others are doing and have rethought the entire process f customer support to build what everyone wanted. A useful, effective tool which makes customer support fun to do as a job as well as receive. We often get asked by our customers what support tool we use. We love intercom!!
It's a tool that gives you what you need and it does it well.
They are ahead of the game in all ways.
It makes customer success seamless and proactive.
It's a multi-tool.
It's changed the way people perceive customer support because it makes it fast, effective and fun.
They write their own books (Awesome!) and they host seminars to help use the tools better.
They take a while to release new features, this is no surprise as companies will need different things.
It does not have a merging tool to link conversations to the person already in the system. Sometimes you get duplicate leads/users.
They can take a while to respond to support inquiries.
They changed their pricing structure which, when it was priced per lead and not per agent, made intercom stand out
Overall, my experience with Intercom has been great. It's very easy to set up and get it running on your site and it's very user-friendly from your customers/leads side. There are a lot of improvements that can be made but their support team is very approachable and helpful.
- The interface is very straightforward, You get messages from users and you reply.
- It allows you to snooze messages so you can focus on messages that are your priority.
-There are a lot of customizable options so you can make Intercom more like your company and less like Intercom.
-While metrics are simple and easy to follow, there should be more in-depth information like real response time. They use a "median response time" metric which to be honest is very confusing.
-There should be a limit on how many conversations a user can open. If a user wants, they can open unlimited conversations which can be a pain for your support team.
-There should be an option to delete messages in bulk.
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?
Wе must sау thаt Intеrсоm саn rеаllу bоаst оf thеіr mеаns fоr соmmunісаtіng wіth vіsіtоrs: thеу аrе vаrіеd аnd еquаllу sресіаlіzеd аnd еаsу аt thе sаmе tіmе. In аddіtіоn tо thеsе mеаns, Intеrсоm рrоvіdеs us wіth tооls fоr аnаlуzіng сustоmеr іntеrасtіоn wіth а wеbsіtе оr а sеrvісе. Fоr еxаmрlе, wе саn usе thіs dаtа tо sеgmеnt thе dаtаbаsе оf е-mаіl subsсrіbеrs. Brоаdlу sреаkіng, Intеrсоm fосusеs оn suсh аn аsресt аs реrsоnаlіzіng thе соmmunісаtіоn bеtwееn thе sеllеr аnd thе сustоmеr. Wе lіkе thаt thіs sеrvісе sаvеs thе mеssаgе hіstоrу wіth аnу сustоmеr, аnd duе tо thіs, іt іs еаsу tо соntіnuе thе соnvеrsаtіоn frоm thе mоmеnt whеrе іt stорреd аt thе рrеvіоus соmmunісаtіоn sеssіоn.
Tо bе hоnеst, іt іs а humаn nаturе tо gеt mоrе thаn thеу асhіеvе. And wе thіnk Intеrсоm іs suсh а саsе. Wе mеаn thаt еvеn thоugh Intеrсоm’s funсtіоnіng іs bеуоnd thе рrаіsеs, thеrе іs а fееlіng tо gеt mоrе аnd mоrе аdvаnсеd funсtіоnаlіtу bесаusе thе сurrеnt оnе dоеsn’t sееm tо bе thе оnlу lіmіt fоr thе vеndоr, nаmеlу thеіr skу оf орроrtunіtіеs. Fоr іnstаnсе, wе wоuld lіkе tо hаvе bеttеr іntеgrаtіоn сараbіlіtіеs. Bеsіdеs, іt wоuld bе bеttеr tо hаvе mоrе suрроrt аnd іmрrоvеmеnts bеіng mаdе uроn thе sеrvісе’s mаrkеtіng funсtіоns.
Overall, this platform would be amazing if the stats were figured out. Right now, it's a solid 8 even without tracking features. It's a keeper, but not once the team reaches over 100 and you really need to track solid numbers.
This software is easy to use and navigate. The support has been quick to respond and very helpful. They utilize all the tools and resources available to you and really embrace their own technology.
Intercom has helped to create more of a conversational-based outlook for our success team.
This software's statistic-tracking is severely lacking. I'd give this a 0 for any crucial numbers you are looking for, time to resolution (you can't track ongoing conversations), tags are conversation based and pull the entire thread, not the moment the tag happened, and countless others. You will spend more time compiling your stats if you use Intercom's system and need to track valid numbers.
Andre, appreciate your review and feedback! We're continuing to invest in our reporting and have a dedicated eng team focused on improving this so will pass along your feedback and you should see improvements start to ship in the coming months!
This experience has been very positive. The value we gain by using intercom helps us as a team to stay organized and on top of everything as we are a highly collaborative office. Not sure what all is in the pipeline for development. I've made a few request and not sure where those stand or really even where to go review those. I understand with ongoing development it's hard to give dates but some type of "under review" or "denied" status would be helpful.
This software is easy to use and the customer support is very friendly and will help walk through how to solve for an issue end to end - even if there is no developed solution, which can be difficult.
I really like the "note" functionality.
Images in emails sometimes (and often) all turn into attachments. It becomes a pain to click through every image when a customer of ours sends in a screenshot when they have thumbnails in their email signature. It would be great if pictures came through a bit more naturally as it would via email.
I've also sent in a bit of feedback here and there on how to improve reporting capabilities. It would be nice if adding people to conversations worked a bit better for our need being able to tie in our account team (they are not "agents") would be helpful rather than typing their whole email.
Reporting on our reply time within our office hours would be huge as well (i.e. if we get a message at 5:01 and we leave on a Friday it won't knock us the entire weekend).
Intercom sets a new standard for software. Our team relies on it heavily for communication with our userbase and for note taking on issues. It's got really useful integrations to link to other efficiency tools for software teams as well. The team behind it is really helpful and answers support questions quickly and thoroughly. They also practice a lot of transparency so it is a company that feels good to work with and support. They're rolling out improvements constantly and keep their userbase informed about them. They also use the tool themselves and its nice to work with a company that "eats their own dog food", as the saying goes.
The one thing that is confusing about their platform is the differentiation between their different product lines. We've been with them for years and maybe it is clearer for new accounts what they're using, but for us we often scratch our heads over whether or not we've got access to something.
Other than that, amazing product for communicating with new and old users alike! Couldn't recommend more highly.
Great support team, constant improvements, easy communication with users and tracking over time, nice segmentation of customer base, great integrations for software teams
Hard to understand the differentiation between their product lines
Felt like there were some scaling issues for a little bit, but overall our experience has been rock solid.
Intercom is super fast to set up and integrate. We rolled it out on 2 custom platforms and a wordpress site without issue.
Their support team is amazing and responsive to user feedback. (I use their conversations with me as an example to our support team sometimes)
Love their introduction methods for new and beta features.
The integration of each IC product with our custom software cut an incredible amount of time out of our workflow.
The reporting is probably the least prolific part of the software.
When using messages to email customers or sales leads, as of 11/14/2018 there isn't an option to check for duplicate emails while sending messages out if your user/lead records have UUIDs imported from custom software. The only lack of feature that I felt was big enough to bring up in a review as the team is generally very receptive to our input.
Overall experience has been great and we would love to recommend intercom to any person new to similar products. This is highly useful for small businesses and startups.
We have set up intercom to be active on more than 40 of our product websites. The best thing is that we do not have to be on separate places to respond to chats from customers/potential customers. Every chat/communication comes directly to the intercom main page from where we can see the link the customer is viewing right now, their location and country. The software also has options to automatically assign chats to different people. We can define rules such as rule according to geographical location of customer. That makes it easy for our globally located teams to address customer requests from customers in their areas only.
The pricing is a bit aggressive. It costs per seat. The pricing has been revised recently in 2019. Before that the pricing was slightly better.
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.
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.
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.
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.
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.
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.
- 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)
- 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.
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.
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.
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.
Built out automations for email & on site communications. Engaged with customers and leads real time online.
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.
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.
Really thoughtful review - thanks for sharing. Appreciate the feedback on email automation, segmentation and CRM.
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.
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.
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.
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 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.
No support for right-to-left writing directions, no support for replying to a specific message (like on WhatsApp).
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.
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.
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 .
if chat has more then 300-400 lines then time taken to load on mobile app increases
It's been great, and the support team and quick to respond to any queries we have :-)
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.
I find the search functionality is a bit limited, and can sometimes find it difficult to search for specific conversations with users within companies.
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.
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.
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.
I love the easy of use and the real impact Intercom has made for our service and our customers satisfaction.
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.
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.
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.
Intercom is our customer support platform, and it's fantastically powerful.
Intercom's power comes from its ability to connect to email, social, mobile, on-site chat, and other communication channels. It's an incredible capability. We can field support requests from customers and prospects pretty much from anywhere, which is great because it increases the effectiveness of our social and email campagins. If someone is reading something we published, our support team is always a click away for them.
And the ability to tie in automated email campaigns is awesome, even to just connect with our existing customers. We've had many beneficial conversations with our customers when they reply to our automated emails, which would be very difficult to manage without Intercom.
Intercome is expensive. Yes, I understand it's value, but at times it seems like they're gouging us for certain features/scale. The one major flaw to Intercome is that it has no competition. That makes it feel too expensive, but of course we have no other choice.