Intercom Reviews 507

this software it's amazing, I'm able to provide fast and complete support to our customers with a lot of cool tools and visualize my metrics

The product seems pretty cool... The problem is, I will never know because, since a serious call with someone from the sales team, I haven't heard anything back. I have reached out multiple times because we were interested in implementing the tool internally, but apparently, our company is not interesting enough for them. It's a shame...

Updated Review: The live in-app support functionality is great for our clients. The macros and many other features are so useful in increasing the efficiency of our Customer Success team. We also heavily rely upon their help center article feature. Though Intercom's interface to correctly format your articles needs a little work to be more intuitive, I have been very happy with the product team's response to my previous review about improving the formatting when writing articles. A Product Manager reached out to me and that team has been working with me closely to improve the experience for all Intercom users. No product is perfect, but their team's willingness to improve has made a positive impression on my team and me who were once frustrated by this. Thank you Intercom for caring enough about your users and their experience to work with us to make it better for all! :)

I originally signed up for intercom free trial to support my Saas company. Literally 1 day into the free trial, I canceled my subscription, and deleted my account. I even tried to login to make sure it was deleted.
When I woke up this morning, I received an alert from my credit card company that intercom had billed my card $89!!! I have NEVER used their service! I tried login in with the original email i used before, but i have no account because I cancelled it a day after creating it. SO WHY DID THEY BILL ME $89??!! And what's worse, there is absolutely no one to speak to to resolve this issue. All bots. I'm furious. They billed my card somehow in the weeee hours of themorning, but yet there's no one to speak to about the charge for a nonexistent account?!! This company is a scam! Run and don't look back!! And NEVER put in payment information for these clowns. Even if you cancel your account and don't have one anymore, they will STILL charge you. I will be placing a block on my card, and reporting them for unfair trade practices. They most certainly got the wrong one today.

Amazing improvements to the help center (articles).

I'm in charge of keeping all of our articles (writing, updates, etc). Intercom has been making lots of changes to the interface recently that makes my job easier!

* Note call out boxes (with COLOR)
* tables (formatting, resizing columns, color)
* new headers 3 and 4
* "chapters" on the right when you are reading an articles
* ability to hide the author (so it's not my name/face everywhere)
* more levels within collections

They just keep making tiny tweaks that make a HUGE difference!

For the lovers of irony, this is a company that sells a customer support solution, uses its own product for delivering said support, and has one of the worst customer support experiences you'll ever have. Classic case of "The shoemaker's son goes barefoot".

Overpriced gag contracts up to debt collection.

I would keep my hands off it.

I rated it 4 stars for now for the reason intercom is one of the best, easy to use, and safest apps that I've used as the main tool for me as a customer service representative. and I'm really excited for more cool updates.

An Urgent request came up and Intercom escalated it very quickly and was able to assign someone to look into the issue very quickly.

The experience with INTERCOM has been amazing, it has allowed us to focus our efforts on a single channel and the integrations have helped us a lot.
As an aspect to improve, the editing of unread messages, so that when an error is detected in the message it can be edited in time, no need to delete it.
Also the options to update the plans, you should be able to choose the tools and not a package of them.

Intercome is Awesome, easy to handle customers and Professional I recommend Intercome

We used to love it but their pricing is exorbitant and opaque. Once you are in a one year contract good luck getting hold of anyone to cancel it. They take over a day to reply and send you some minimal canned answer. There's nowhere in the interface where you can cancel or modify for the next billing period. and the whole thing is set to auto renew by default. Used to like them, now hate them in the extreme

It's an awesome product that literally covers every aspect of customer engagement with your app but their pricing model is ridiculously:
- intransparent
- expensive (but like extreme)
- volatile (they've changed their model like over 200 times)

No matter how great the product, these guys will run into a wall at some point by treating their customers like this.

i love when students give me a good CSAT rating

When raising an intecom chat, the response always says "The team will get back to you on this. Intercom typically replies in a day."
I need a response within 2 hrs

A short poem about Intercom.

I don't want to sound cheesy...
but...
Intercom makes communication easy!

THE END

I love that our customers can ask questions on the spot, and if it's during business hours, I can answer them right away or within a few hours. And, if I am confused about something on Intercom, like where to find a setting, I can pop over and ask the Intercom team and they will get back to me within 24 hours. I don't have to stop what I am doing, pick up the phone, wait in a queue for a chat team member to pick up my chat... I know that in 24 hours or so (during business hours) I will get a response. Or I will get an article pop up that I didn't see before.
I had a question for Intercom and it turned out to be a feature request, and I was told that it would be added to the Feature Request list. I love that. It makes a customer feel "heard". I do the same for our customers and I know they appreciate it.
The team at Intercom is so helpful, and since we have implemented Intercom on our sites at AR Workflow, our customers have been feeling and loving the "white glove" service we promise to provide.

Customer Service Side is very easy to use and collectable amount of information is vast, and everything needed for a proper customer service is there
But reports are limited, some tools are too complicated (Bots; the differences between bots are not very clear)
Messenger side is not easy to understand and lack of information about customization of Messenger.
Academy is a great option for whoever want to go deeper but even with the academy very limited case studies for the customer.
When i decided to learn the solution I would like to see a case study with all the bits and pieces from a very beginning and would lie to see the theory and practicality in action together.