Intercom

Avantages

Highly customizable and full of details. Recent UI overhaul has made seeing and using the information much easier and intuitive.

Inconvénients

Most of the shortcomings I experiences were in UI, but those have recently been remedied. One aspect that I don't like is not every feature is self explanatory, and given how much information it is handling, an errant click can result in timely load for an unwanted action.

Avantages

I tend to trust companies more who have bought into the intercom ecosystem. It's such a polished app that looks great on every site I've seen it on. From products to service companies, intercom very popular and my experience through a customers lense is WOW! I like that I can get a response later on by email if nobody can answer the live chat.

Inconvénients

I have not experienced any cons to the software besides requesting more design options for the chat bubble and box.

Avantages

Intercom has an automatic response upon initial chat that gets sent. Depending on what the business hours are set to, you have time to respond if someone messages after business hours.

Inconvénients

The alerts are set up to go to another system so that is not so great but im sure that is more of an administrative flaw on the other end, not really involving Intercom itself.

Avantages

Love all of the automated and semi-automated features, especially operator, answer bot and the saved replies. The articles are also very easy to use and effective.

Inconvénients

Not the best CRM, works best as a chat platform. Salesforce has it beat on CRM.

Avantages

We love how easy Intercom was to set up and the easy to use cloud based messaging system. Being able to set up rules to route the questions that came in made our team run a lot more efficiently.

Inconvénients

We ended up just leaving Intercom due to their price increase. While we loved the system and it was doing exactly what we needed, their new pricing structure more than doubled what we were paying making it too expensive to continue using.

Avantages

1. Interactive and Easy to use interface 2. Makes interaction between customer and executives dynamic through chat windows3. Allows automate replies for known queries, reducing human involvement4. Dashboard helps you monitor ongoing chats and issues.5. Good integration support with other applications

Inconvénients

1. More options can be added for data analysis and getting insights2. Customer support can be improved3. Pricing plans can be simplified

Avantages

Like many of the best programs, intercom is easy to use. Its reports and analysis that I have seen are not bad, the email distribution process and customer engagement is really smooth and fast.

Inconvénients

Intercom has everything you need to advance a business but it is not expensive. Over $70 per month is a huge price for small businesses

Avantages

The ability to create campaigns is very helpful for current customer outreach that we conduct in my department. You can easily search for a particular group, create your messages, and set them to go out at specific days/times. So much easier than doing it manually!

Inconvénients

I find navigating the sidebar menu to be difficult. Sometimes things I would like to access quickly and easily are hidden behind other menus or sections. I think this could be cleaned up quite a bit.

Avantages

The product suite is incredible and would have integrated nicely into our organization. The suite of services, while a bit more expensive than the competition, are well worth the additional costs.

Inconvénients

The miscellaneous representatives are useless. This is doubly maddening in that they know they are useless, they almost thrive on it. Imagine this, after two hours of being passed between three Intercom "Chat Pros", after requesting, at least five or six times, that they share my screen so that they can provide proper assistance, they finally tell me that they do not engage in screen-sharing. Well, that is two hours of my life that I will never get back. But it is just over 100 seats that they will not sell. Unless you lack serious self-respect, stay away from this company. There are too many other companies that will "Jump the Moon" the earn your business. post script, as I was reviewing their package of services, I didn't even bother with the trial. Instead, I threw down the company AMEX and bought the full suite of services. They had me. It was their complete disregard for a my initial request for support that lost me.

Avantages

Super easy to use. Allows sales and support to interact with clients on a very personal level. Has decreased the number of support calls by 75%. Our customer prefer intercom support to phone support which is great because we can serve one to many on intercom.

Inconvénients

It is on the pricey side of live chat software. Some of our older clients that are less tech-savvy struggle with it using intercom but that isn't deal breaker.

Avantages

If used properly there is an incredible amount of information that you can gather for your customers

We use intercom for LiveChat and it does the job perfectly. You can see when a user is typing and when they've seen your messages.

Inconvénients

The amount of information about your customers is great and the way its laid out can be daunting and confusing. It takes a bit of getting used to.

Avantages

We use it for support + faq and sales support. It's easy to use as a basic chat app with customer info on the same screen. Allows storage of custom data and automated messages via chat and email.

Inconvénients

Drift is becoming very competitive in the Sales and Marketing use case for chat software. In some use cases, they are playing catchup to even newer players.

Avantages

The tool has really made the customer engagement a lot easy. Love the attachment option and integrated feedback system.

Inconvénients

It would be great if we could have the option to customize the details options. I would like to view only important info. but right now I've to click on show hidden to view what I need. I would be great if I could decide the location of details to view what I need.

Avantages

Intercom have one of the nicest live chat / support systems around, looks great, works flawlessly on all platforms, and offers a great experience to end users. It's not the cheapest solution by far, but a useful tool for teams to support end users.

Inconvénients

Costs more than the competition, but looks and performs really well.

Avantages

It has a lot of features, and really helps streamlining the communication with clients.

Inconvénients

Pricing. It is costly. They do have a trial and a free tier to explore the software, so it is not unfair either.

Avantages

Very Simple User interface and convenient. Mobile app is a good addition as well. Drag and drop capability is user friendly and the ability to add timelines/assign tasks to people is a crucial feature. Good for home use or small office use. API Linkages is plentiful as well.

Inconvénients

May get messy without a proper keying system in a small office usage. Eg. different people have different methods of recording on Trello, hence adding to the mess. Would be good if able to set user hierarchy and restrict upload information based on user criterias.

Avantages

The scale of features and how it embeds within our whole process

Inconvénients

Gated features on startup pricing option

Avantages

It provides us the tools we need to connect with our customers and collaboratively work as a team to do it. It's clear and convenient to manage lots of requests day to day. Plus the Intercom team is fantastic! Highly motivated and consistently releasing new updates and improvements.

Inconvénients

I wish the search functionality was better, it's the only reason I can't quite give it 10 out of 10.

Avantages

It's really sleek and nice. You actually enjoy using Intercom all the time

Inconvénients

The price is a little too much. You can get the same value for much less.

Avantages

The analytics metrics can help you build powerful customized messages.
Intuitive interface, good knowledge base.

Inconvénients

The fact that it is built like a messaging app, even if someone is not available on the other end. It could improve the user experience if it helped with setting the users' expectations upfront.
On the other hand, you can set your own automatic replies taking that in consideration.

Avantages

Easy interface makes it very convenient for us to handle and manage chats and monitor those.

Inconvénients

Assigning a chat to someone at times becomes very confusing with a lot of people listed.

Avantages

Intercom's chat integration with the site has become a very convenient and effective way for leads and clients to contact us. The Help Center tool has also let us launch an easy-to-manage knowledge base for users.

Inconvénients

Intercom has recently launched a Product tour feature. While the idea is top-notch, it definitely doesn't feet all products and needs. Would love to see this feature improve over time.

Avantages

Simple user experience, lots of useful features, easy to find help center articles.

Inconvénients

Can take a very long time to hear back from support.

Avantages

The Intercom team has always been extremely responsive, whenever we had a problem or a feature request. It's part of our daily flow, we use the software for messaging, customer support and as a help center.

Inconvénients

I don't like how the test user space is hidden in the parameters. We didn't see it while developing until we discovered there was no way to update/delete the data we already put in. Had to contact support and lost a day or so.

Avantages

The ability to integrate with Zendesk. As a support agent, this makes my life much simpler when clients write in. I suddenly have tons of information on who they are and what level of access they have.

Inconvénients

From the support side, I don't have many cons. Only to improve the integration with Zendesk, maybe a more clear way to organize the customer's details.

Avantages

The features available and the flexibility in customising it form the backend. Very powerful in targeting existing users.

Inconvénients

The price!
The onboarding feature of product tour is not available for mobile apps at the moment.

Avantages

Before intercom we used hubspot, however intercom has all the tools that are core to the follow of a customer so we change it

Inconvénients

Sales and customer support use it. The problem is that they need someone from development to implement features

Avantages

very user-friendly and easy to use. It has a clean and intuitive interface that makes it easy to find the tools and features you need. The platform is very flexible, so you can customize it to your specific needs. You can create your own messaging campaigns, automated messages, and chatbots, or use pre-built ones provided by Intercom.

Inconvénients

he platform's automation features can be limited. While there are a variety of automated messages that can be sent, businesses may find that the lack of customizable automated workflows or triggers restricts their ability to automate more complex processes.

Avantages

Great way to engage with your users. It even lets you track what users are asking, and the interface towards the users is also working great. And even though some of the features are really complex there's a customer support second to none to what I've seen other places.

Inconvénients

Pricing is pretty heavy even with not that many customers. But the product is addicting for the possibilites, data and ease of use, but pricing is something to think about.

Avantages

Notifying the customer easily in case of a new product releases(sales management)

Onsite and mobile chat hub(easily answer customer related queries from anywhere)

Inconvénients

It is good,but sometimes a bit sluggish in performance
Complicated setup ,needs support the first time

Avantages

Can I say everything?! Since I start using it about a month ago, I fell in love with how easy it is to use. I really appreciate the fact that I can write notes to my other team members straight from the chat itself and adding gifs and emoji keeps it fun and fresh!

Also, I live for the database and how brilliant it is to pull similar conversations so I could easily refer to if someone asks the same question. It lets you deliver stellar customer service without the hassle of having to comb through all the old chats - amazing!!

Inconvénients

As you can tell - probably none. I love everything about it and it’s a well thought out software - the features are all amazing.

Avantages

Intercom is nice if you really take your time to set it up. If you set your time to make sure all the tags are in place and everyone is using them. You will find that it is giving you a lot of good information. We used it for our chat as well and it worked fine.

Inconvénients

Maybe the problem with it is that companies get too excited with the use of tags and at the end the workers can't keep up, then the usage will drop and your data will not be reliable anymore. However, if you want to make sure communications are sent to certain customers, this tool is definitely useful.

Avantages

A concise and collective format to pull all incoming inquiries in one location. I love everything about Intercom such as the emoji use, close, reopen chats. We can pool FB inbox, tweets, emails, online chats into one centralized location.

Inconvénients

update emojis please. I wish we could choose fonts. Other than that keep up the good work y'all

Avantages

I used intercom for the better part of 2 years and loved the ease of use both on the desktop and mobile version. Our new software does not compare. The ability to easily identify all conversations in the queue easily from mobile to desktop was my favorite part. It was also very easy to join others in the conversation.

Inconvénients

I don't use it anymore because our company changed to different software with more Automated capabilities. I know since Intercom added more automated features but not sure where that is currently. We did do a brief look back when it launched but it wasn't what we needed at the time.

Avantages

It can be use when you are available or not available

Inconvénients

sometime connection between two ways are not responsible

Avantages

The most things that impressed me is their support staff! They were so proactive and efficient, Also the platform was easy to use and the functionalities were super clear!!

Inconvénients

Sometimes it cracked and stop working!
Also, when typing on the ON&OFF mode, it takes time to respond!

Avantages

They way intercom is designed allows our customer success team to quickly help our clients if they need it. Intercom never breaks and it's always working as it should. I love that we can customize it to fit our branding and I enjoy the ability to reach out to page visitors or make product announcements.

Inconvénients

I can't think of anything I don't like about intercom. Everything is great. I'm a very happy customer.

Avantages

You can use GIFs which is always a plus in customer service, and there is also the ability to see you reports at the end of the day, number of conversations and some other interesting statistics.

Inconvénients

Sometimes turning away mode and reassign replies doesn't work from the first try, I need to recheck every time by refreshing the page.

Avantages

How easy it is to use.

Inconvénients

The pricing plans are very confusing, and I feel like there should be one overall plan for the whole product.

Avantages

Easy to use, integration with website and also has micro level permissions for agents which is very helpful in managing agents

Inconvénients

Price is high for some of the features (bit expensive)

Avantages

It works well and is easy to use once you have been dealing with the software for a few days.

Inconvénients

The screens and overall look and feel could be better.

Avantages

Intercom is so easy to use that we use it for our customers support and marketing communications ! It's better than mailchimp ;-)

Inconvénients

Maybe the fact that it is a bit expensive, otherwise I don't have any con's about intercom ! It works for us very well

Avantages

I like how once you learn how to use it properly, it makes your life easier. I use it for weekly and monthly email newsletter, and creating and setting up planned operations is super easy.

Inconvénients

At first, it seems difficult but once you learn the features it becomes very helpful

Avantages

Intercom saved us a lot of time, integrates nice with a lot of external apps and report incredible metrics that allow improving customer engagement and reducing churn.

Avantages

Great online chat system
Very easy to look up clients and data
integrations to CRM's make this really seamless

Inconvénients

Data being displayed in the system doesn't always match what's in customer physical system.

Avantages

They have a ton of great integrations that are really well built out and help intercom fit seamlessly into our other systems that you are using. We use them for our customer support and our Help Center and they do a great job on both.

Inconvénients

Their options for organizing our Help Center are somewhat limited and I would like to see more options built out for that.

Avantages

Really robust platform with amazing scalability. All of our interactions with the users are happening via Intercom and it has proved to be transformational on how easy our customers think it is to get to talk to us.

Inconvénients

The new design is messy. However, with the new launch of apps and platformization of Intercom, I expect they have good reasons to do so.

Avantages

The amount of things that this software can do is amazing. It integrates with your product so you can track custom data on your users. You can use it as a marketing tool by setting up auto messages. You can handle support requests and assign specific requests to your team. That is just scratching the surface as to what this product can do for you.

Inconvénients

With this being a very complex application there are times where you may feel overwhelmed with its capabilities and not know how to use everything. Also, the set up is a pretty big project.

Avantages

We use Intercom for support and inquiries. Easy to use, like the push notifications and alerts. We also use it to track app usage.

Inconvénients

No major concerns that I would share. Everything works great.

Avantages

The power of this tool is incredible! You really have the ability to target messages to specific audiences.

Inconvénients

There is a sharp learning curve and it isn't very intuitive. Sometimes the site quits out on you too, for example I can't click on a tag then see the people who have it. The site just stops working when I do that! Hopefully it's just a king they're working out but having broken elements is a real downer.

Also, considering there chat is largely used to help people with customer support, their customer support is pretty bad! They sometimes take hours to respond and will just leave in the middle of conversations.