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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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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Extremely long waiting times for…
Extremely long waiting times for support
Makes you wonder? 3-5 days for simple questions, ON CHAT
20 January 2022
Unprompted review
Reply from Intercom
Hi Gustaf - I am really sorry to hear that you have had long wait times for support. We aim to reply to all business queries within 2 days and it sounds like this didn't happen for you - I am really sorry as this just isn't good enough. I've let our support team know that we've let you down and I hope next time you need us we'll respond quicker.
Thanks,
Eabha (Customer Engagement)
One major improvement needed
The only functionality I am missing on Intercom is ability to create custom Folders/Labels for the tickets inside the Inbox.
20 January 2022
Unprompted review
Reply from Intercom
Hi Marina - thanks for taking the time to leave us a review and letting us know a feature that would help. I can see how this would really help teams using Intercom and have let our product team know!
Thanks,
Eabha (Customer Engagement)
chat experience with customers has been…
chat experience with customers has been good with intercom
17 January 2022
Unprompted review
Reply from Intercom
Hi Aniket - thanks for taking the time to leave Intercom a review and letting us know about your experience with support!
Thanks,
Eabha (Customer Engagement)
It is not possible to insert a footer…
It is not possible to insert a footer into outgoing messages.
17 January 2022
Unprompted review
Reply from Intercom
Hi there, thanks for taking the time to leave Intercom a review! You can edit your email templates which allow you to update the footer - you can read more about that here (https://www.intercom.com/help/en/articles/3280161-customize-the-pre-made-email-templates)
Hopefully, this helps! If it doesn't, please reach out via the Messenger to see if there's another solution!
Thanks,
Eabha (Customer Engagement)
Reply from Intercom
Hi Mostafa - thanks for taking the time to leave Intercom a review!
Great way to monitor and engage users
I've been using Intercom daily for more than 7 years and it has been an integral part of my business and helps me keep engaged with my users. Before I started with Intercom I had no insight into how my customers were using my Saas, I was flying blind. I can now easily contact my users in many ways and keep track of how often they login, which features they use and how the interact with the system
11 January 2022
Unprompted review
Reply from Intercom
Hi Cam - thanks for taking the time to leave Intercom a review. It's great to hear from a daily user for so long! We thank you for your continued loyalty. I hope we can always continue to deliver you value and insights about your customers.
Thanks,
Eabha (Customer Engagement)
Awful awful customer service...ironic really
Awful awful customer service...ironic really considering their software is designed to deliver great customer experience. I have been waiting for 5 days for the answer to a simple question: how much is inbox premium?
Which leads me to another issue...the pricing structure is really complex, I am not sure anyone really understands it, even on their side. It almost feels that way by design, to bamboozle you and make it hard to compare against competitors.
11 January 2022
Unprompted review
Reply from Intercom
Hi Stuart - I'm really sorry to hear about your recent experience and wait times with Intercom - we should have done better here and I do apologize.
I did some digging into your account and can see you've been chatting with Leena and have a call arranged with Carlotta tomorrow - I hope this helps get to the root of your question! Please let me know otherwise.
Thanks,
Eabha (Customer Engagement)
I like Intercom but..
I like the Intercom design/Etc. The only thing I would add is a Free Plan.
9 January 2022
Unprompted review
Reply from Intercom
Hi Jojo - thanks for taking the time to leave Intercom a review and letting us know what you like and your recommendations! We appreciate it!
Thanks,
Eabha (Customer Engagement)
Feature rich and all encompassing tool…
Feature rich and all encompassing tool perfect for growing customer success and sales teams.
5 January 2022
Unprompted review
Reply from Intercom
Hi Justin - thanks for taking the time to leave Intercom a review and letting us know what you like! We appreciate it :)
Thanks,
Eabha (Customer Engagement)
Good luck
Intercom contains many options and different functionalities. Yet, there are still many things that are missing, especially automation and connecting functionalities on to another.
Good luck
29 December 2021
Unprompted review
Reply from Intercom
Hi Omri - thanks for taking the time to leave Intercom a review and letting us know what features you like and would like to see more off. I've passed this feedback onto our product team.
Thanks,
Eabha (Customer Engagement)
Overall pretty solid
Overall pretty solid. I'm not as familiar with Intercom and was kind of dropped into it as the company uses it. I was hoping to create more usage-type reports since it looks like Intercom does some of that, but it's not clear to me if I can create those kinds of custom reports (i.e., show me how many users of demographic Y did action X and break it down on a week over week basis...)
29 December 2021
Unprompted review
Reply from Intercom
Hi Monty - thanks for taking the time to leave Intercom a review. Firstly, to help you get trained up if you are a new user, I'd recommend using the Intercom Academy as a great place to learn! We also appreciate your feedback on reporting and the granularity available. We are working hard on improving our reporting and hopefully, you will see some improvements soon!
Thanks,
Eabha (Customer Engagement)
Dear Intercom team
Dear Intercom team ,
Good day ,
Firstly , excuse my English :) .
I have been using intercom for around 5 months now , I was dealing with different cases , I wished if I can Classified my conversations according to the issue or the problem by creating folders that be shown for me only to classified them as I want to follow up with them later , even if it was reassigned to someone else , so , the folders will help me classified them as categories in the folders according to the case .
Thanks guys ,
28 December 2021
Unprompted review
Reply from Intercom
Hi Abdulaziz - thank you for taking the time to leave Intercom a review and letting us know some product improvements that would help you! I've passed these suggestions onto our product team.
Thanks,
Eabha (Customer Engagement)
Great support tool
Intercom is a good tool for maintaining a knowledge base for both our employees and customers, as well as a mass-mailing service that lets us reach our customers and inform them of new features of our software, as well as any maintenance-related downtimes.
27 December 2021
Unprompted review
Reply from Intercom
Hi there - thanks for taking the time to leave Intercom a review! It's great to hear all the different ways you are utilising Intercom - thanks again!
Eabha (Customer Engagement)
Avoid if you're a digital-first company
Planning to put your FAQs in Intercom? Get ready for zero online visibility then, as this platform is totally missing any useful SEO functionalities. Very basic example: you can't change your metadata independently from the page content. Without doubt, the worst customer support platform I have used so far.
15 December 2021
Unprompted review
Reply from Intercom
Hi Anna,
Thanks for taking the time to let us know your feedback. Please know we take feedback really seriously at Intercom and are always looking for ways to improve, especially around SEO. I've let our product team know.
Thanks again,
Eabha
DON'T WASTE YOUR MONEY
DON'T WASTE YOUR MONEY. The support is horror, their team doesn't give a damn about you, they just ignore IMPORTANT requests for years
15 December 2021
Unprompted review
Reply from Intercom
Hi there,
I'm really sorry to hear that you feel Intercom doesn't care about our customers, we really do. I'd love to get some more information on your situation so I can help solve this issue.
Thanks,
Eabha
Bad email integration
If you plan on using intercom for email campaigns for your current customer base, I strongly recommend you look for a different solution.
It's only possible to use templates that are Intercom branded. The only other option is creating an email with css/html making it as user-unfriendly as it possibly can be.
Also, customer support is super slow - and make you feel like you are the problem.
14 December 2021
Unprompted review
Reply from Intercom
Hi Stefan,
We appreciate you taking the time to leave us a review and let us know about your recent experience. I'm really sorry to hear that you have found our support not to be helpful. I've looked into your account and can see you were chatting with Tom and he's followed up with you twice - let me know if you've had any issues receiving that and I can follow up with Tom. We want to get this problem solved ASAP.
Thanks,
Eabha (Customer Engagement)
It doesn't always refresh real time and…
It doesn't always refresh real time and so I am not as responsive to customers as I should be.
10 December 2021
Unprompted review
Reply from Intercom
Hi Kim,
Thanks for taking the time to leave us a review - we appreciate it. This is not the first time we have received this feedback and are working on improving this. Hopefully, you will see these come to light soon enough!
Thanks,
Eabha (Customer Engagement)
When I have had to ask a question
When I have had to ask a question, I think response time is slow, especially for Intercom, the company that should be THE example.
6 December 2021
Unprompted review
Reply from Intercom
Hi there - thanks for taking the time to leave Intercom a review and giving us some feedback on our support times. We're always looking to improve this and introducing processes that will allow us to. Hopefully, you will see an improvement next time you get in touch.
Thanks,
Eabha (Customer Engagement)
Working With Articles
As a technical writer I want more features to work with the text and articles, to be more precise:
- text colour
- align text to the right
- insert icons in the middle of the text
- insert files for downloading (not links, but files)
24 November 2021
Unprompted review
Reply from Intercom
Hi Natalya,
Thanks for taking the time to leave Intercom a review and letting us know your feedback, it's always great to hear from people who are using our product regularly. I'll let our product team know.
Thanks,
Eabha (Customer Engagement)
Over priced + poor customer service
1.) Overpriced for what it is. Everything is available at supplement charge. You might as well go for a proper customer support tool like freshdesk or zendesk.
2.) Customer support of INtercom is very poor. Takes ages to reply to any query. Especially on their chat messenger (ironic).
Wont recommend!
18 November 2021
Unprompted review
Reply from Intercom
Hi Mo,
Thanks for taking the time to leave Intercom a review. I'm sorry to hear you aren't happy with us as a platform.
We've tried to create a pricing model that shows the value of our product for customers while allowing for both our companies to succeed but know that this won't suit everyone. I'm sorry for you feel that everything is a supplement charge.
We try to reply to all queries, depending on the nature and account, within 2 days but know this isn't always the way. We've had a few weeks where our support times weren't where they should be but are working on processes to help improve this - hopefully next time you need our help you will see this.
We really value all customers and hope that you continue to be one of Intercom's and not switch to a competitor.
Thanks,
Eabha (Customer Engagement)
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