Intercom Reviews

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194 Ratings
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Score 8.6 out of 100

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TrustRadius Top Rated for 2019

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Manan Vora | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • The chat system is very easy to install, isn't too obstructive and provides visitors and users an easy way to interact with us.
  • Their engagement tracking for users and subsequent emails and in-app message sending system is very sophisticated. Our entire onboarding process relies on Intercom.
  • Their pricing is super steep and can get expensive for early stage companies.
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Anonymous | TrustRadius Reviewer
January 10, 2020

Leads at your fingertips

Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Automated introductory responses are helpful.
  • The ability to talk internally in a live conversation is helpful.
  • Prevent people to start multiple conversations at once.
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Jacob Pitcher | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Intercom is fantastic for opening the lines of communication with customers.
  • Intercom makes it easy for cross-functional teams to have visibility into the customers' world and to be a part of the conversation.
  • Intercom is a complete solution for helping Customer Success & Support teams get off the ground.
  • My only complaint about using Intercom was the inability to effectively organize the outreach features (messaging customers via email & in-app) with a kind of folder structure.
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Alexa Fuhrman | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Customizability is there! You can create your own unique chat experience for your website!
  • I think that the chat note taking and attachment options are great!
  • I like being able to see what co-workers have on their plate so I can help out in the best way I can!
  • At times it lags and needs a reboot which can be frustrating in a busy day.
  • I have noticed that sometimes when I log in, it shows someone else's name instead of mine in the Intercom app. I have to reboot usually to fix the issue.
  • I'd like to be able to work simultaneously with 2 brands in one chat interface instead of having to log in to two windows and click back and forth. It would be nice to have "tabs" for brands when using one page.
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Ben Gelsey | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Learning about UI bugs in our website from customers through the Intercom web chat
  • Learning about confusing language on our sales page from customers through the Intercom web chat
  • Building an effective FAQ page from questions asked by customers in the Intercom web chat
  • Intercom is common enough that people "tune out" / "ignore" the pop-up and even get slightly annoyed by it
  • Not many customers actually use it, so the ROI on the monthly subscription might not be worthwhile for smaller websites
  • Receiving the Intercom chat messages from customers can be inconvenient
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Brandon S | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Can track people across multiple sites.
  • One-to-one interactions.
  • Custom outreach campaigns on your site and through email.
  • Can be difficult to set up if you don't have a developer.
  • The email marketing is trigger based, not campaign based, so you can't use it for all emails.
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Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Intercom's ability to easily and quickly integrate into Shopify or a web page makes the out-of-box experience possible and easy.
  • Their support is attentive and helpful when you have any questions.
  • Their design elements are thoughtful and better than other chat tools. Out of the box, this makes your chat experience appear more professional and thought out.
  • I wish they offered integration with Zendesk so we could move chats over to email when needed. I'm not holding this against them since Zendesk is one of their competitors.
  • Their out-of-the-box design is great but further customization and personalization of their design elements to match our branding would be helpful.
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Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Segmenting outbound communication based on things like last log-in or account.
  • Displaying insights for things like last user session within our software, which account an email address is associated with and browser details for how they are accessing our product.
  • We frequently use 'reactions' to poll users on certain features. For example, 'are you enjoying the new XYZ feature' and then give them the option to submit a thumbs up or a thumbs down.
  • There is no opt-out option for our customers and we get this request from time to time.
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Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Everything is now in one place.
  • We love having ubiquitous access to our leads and users across all of our outposts.
  • The only thing I dislike is that they haven't done much in a while on better segmentation, auto tagging to help you chop up the section that you want to and engage with them/ trigger messages to them based on updating contextual factors.
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Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Intercom is good at segmentation of users on various custom or default conditions (e.g. User country, the status of user with the product etc.)
  • Intercom's chat feature is good. You can start in-app conversations with users.
  • Intercom does a decent job at allowing automation of various messages to different users depending on where they are in the conversion funnel.
  • Intercom cannot segment users based on complex criteria like weight of user which needs to be quantified apart from a certain event that the user performs.
  • Intercom's user management does not allow too many levels of user access within the company.
  • Some parts of understanding how Intercom's billing works, like how to delete users to reduce usage, is poor.
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Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Second to none for customer service. You can also use bots to manually deliver answers.
  • It can nearly replace email automation software (we don't use any because Intercom does the job).
  • Excellent communication among both co-workers and customers from within the app.
  • Customer service is often slower than I'd like, though I generally find it helpful.
  • You need to have a developer to do some work with their APIs to get the most out of it.
  • The pricing breakdown means that components all have to be purchased separately.
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Dailius Wilson | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Ease of use. I previously had no experience with a solution of this nature and it took me all but five minutes to get started and probably half a day to progress to the intermediate level. Now I feel like an experienced user of the product
  • Plethora of capabilities - chat solutions are normally confined to just that - chat. Intercom does so much for our business and the way it connects all the elements makes executing strategies rather intuitive.
  • Personalization. Each rep/agent is able to take on a persona of their own and develop key relationships with clients
  • Re-assignment and triage is extremely easy with us able to transfer cases based on rules or manually within the UX
  • The mobile app is friendly and although it requires some tweaks, makes it amazing to engage with prospects at all times of the day when we are away from the computer
  • We like the new bots feature and have created custom journeys to help steer prospects through a journey if our attendants are not available. In addition, we have heard about using these bots for active users but have not gone there yet
  • Video snippets are immensely valuable in standing out from the crowd!
  • I think analytics is probably the weakest area of the platform. Being heavily numbers driven - I am not able to produce advanced reports in Intercom and often resort to exporting the data manually. I would stress a big improvement would be to improve the conditional logic within the analytics dashboard. For instance - a user is limited within filters and cannot nominate multiple variables for instance - User tag is "X" OR "Y" - in the current set up this would require two filters not one so adding this advanced logic would be helpful
  • I think the new UI/UX was a step backwards and prefer the old look and feel
  • Can get pricey as your contact volume increases
  • Links to 3rd party CRMs like/Pipedrive/Freshsales so that if opportunities were engaged with sales - this would either show a notification to agents to advise them of the existing relationship or would automatically assign the sales rep to engage in further conversation. I have now seen releases for Salesforce and Hubspot - but i think the feature set here could be expanded a little more
  • Integration with Linkedin API to help personalization of conversation and serve recommendations
  • The standard operator bot needs to help users make it "cooler" - without modification it simply asks for contact details and therefore has a transactional feel with the customer
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DJ Kline | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Chatting with website users. Great for real-time responses.
  • Great for automated website chat boxes and welcoming visitors.
  • Great phone app to reply on the go.
  • Great integration with Slack for alerting and even responding in the Slack channel.
  • Add some features around outreach, this way we could replace some other tools we use.
  • More advanced searching within the app.
  • Incorporate AI to rate conversations/visitors on their own (or if we can add criteria and have it automated).
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Nikhil George | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Really easy to integrate with API.
  • Easy to setup messages.
  • Ongoing development and new features.
  • Good level of user roles and teams.
  • Message goal tracking needs to be enhanced so users can choose goals based on specific actions. E.g. watched video.
  • Billing is based on number of contacts in database. This number keeps growing as more people trial your software so the subscription cost grows rapidly. Needs contact management to delete old contacts.
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Tim Berman | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Automated conversations/bot greetings.
  • Interactive forms (bot questions instead of static forms).
  • Data enrichment (uses FullContact).
  • Can't turn off auto bot greeting at night, so people get frustrated when the bot greets them after hours and they cannot get a live person.
  • No Pipedrive integration.
  • No Drip integration to pass off attribution or to allow identification/tracking.
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Sundeep Gopal | TrustRadius Reviewer
September 05, 2018

Customer success made easy!

Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Tagging users based on their activity. You can customize a lot of components on Intercom and users can be tagged according to set parameters automatically.
  • Since everything on Intercom is transparent, it is easy to collaborate and help users.
  • We can set reminders and snooze the conversations.
  • Intercom sometimes becomes a little confusing because there are some parameters which come default with Intercom and you can't remove them.
  • Since Intercom's cost is based on the number of users on the platform, it can become a little expensive.
  • Intercom should really concentrate on building their reports, the reports are very simple and don't give deep insights for evaluation.
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Anonymous | TrustRadius Reviewer
February 13, 2019

All in with Intercom

Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Easy user interface
  • Adaptable to several business needs
  • Not overly intrusive on websites
  • Easy to manage several users
  • Targeting messages appropriately
  • We often have several messages compounding on top of each other
  • I'd love if they could notify people who have not marked our announcements/messages/communication as read so that they don't end up having several un-related messages overwhelming them
  • When a thread is continued from a previous questions, I wish it was more obvious that the conversation had already been started with a particular person
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Anonymous | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Handle proactive chat (appear on the website for the customer).
  • Handle reactive chat (customer requests a conversation, and agent replied).
  • Easy navigation for Intercom managers/IT support to see the range of options available to them for deploying the tool.
  • Automatically import all conversations to our CRM, the most common CRM that exists :)
  • Instead, our chat agents had to manually send every chat to our CRM after the conversation ended. This was not practical in a high-volume chat environment where agents would often understandably forget to import chats to our CRM after they were completed. If they missed this step, our customer data from that chat disappeared.
  • Manage a simple 1-3 CES (Customer Effort Score) with a custom range and editable question to our customers to rate their satisfaction with the chatter who spoke to the customer. Expensive external add-ons for Intercom could not meet this need, either.
  • Overall customization. This is an elegant tool only if you are happy with the pre-built settings.
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Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • User segmentation
  • Ability to send automated targeted notifications
  • Ease of use & setup
  • Flexibility in terms of dispatch times and types of messages that can be sent
  • The enormous number of simple integrations with applications that are possible
  • The ability to send push notifications (mobile) would be a cool addition that isn't currently available
  • An inbuilt notification center could be built using Intercom's tech stack which isn't currently something that the service offers
  • Intercom's phone integrations (to store calls and phone conversations) need a lot of customization unless you use their own service (JustCall)
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Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Intercom’s mission is very focused, and they do it well: facilitate meaningful customer connection. This should be important to every business.
  • Intercom offers quick and helpful customer support.
  • Intercom’s in-app messaging is powerful and unique in the market.
  • Intercom relies on “and/or” statements to build an audience, but “ands” and “ors” can’t be combined. There are workarounds, but sometimes it feels tedious.
  • As someone in marketing (not engineering), I wish I had more visibility into how contacts entered the Intercom database. This sometimes feels opaque.
  • I wish Intercom had built-in tools for cross-team collaboration—i.e., editorial calendars, etc. We have multiple messages running for multiple teams simultaneously and it can be hard to keep track of everything.
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Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Intercom splits their chat really well. The chats are able to be split between internal notes and actual sent messages.
  • Tagging works really well in Intercom. You can tag each user and can also tag users in messages/internal notes so they can directly see messages intended for them.
  • Easy documentation management. You are able to find the help docs you need easily even during a chat message.
  • They have custom icons which makes it hard to understand which buttons mean what. It can get confusing to the reader that the help docs and the chat messages all have the same icons in the UI.
  • There seems to not be a snooze functionality when you are not on shift and don't want to be receiving messages from intercom.
  • Some messages become notifications (push) and some do not. Maybe it is a bug right now but it is not as consistent as the email notifications are.
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About Intercom

Intercom is designed to provide modern business messaging at scale, allowing users to build better customer relationships with scalable messaging that provides a more personal experience. Intercom supports:

Lead Generation:
Qualify more leads automatically and close more deals around the clock with chatbots and live chat.

Customer Engagement
Onboard, activate and retain customers with targeted messages and interactive product tours to help them get the most out of a product.

Customer Support:
Provide real-time, personal help at scale with a collaborative inbox, automation, and self-service support.

What sets Intercom apart?

The vendor states Intercom is built to provide everything teams needs to provide personal experiences to every customer—consistently and at scale.
  • Business Messenger: Drive action and resolutions with chat, interactive apps, conversational bots, and product tours.
  • Management tools: Manage multichannel customer interactions at scale with collaborative inboxes, automated workflows, and reporting.
  • Customer data platform: Target, personalize, and contextualize every interaction with behavioral and customer data from across the stack.
  • Apps & integrations: Automate actions in conversations, sync data between tools and connect to an existing tech stack with 100+ pre-built apps and integrations, a flexible API and free developer workspaces.

Intercom Screenshots

Intercom Video

Watch Scale both faster growth and personal connection with the #1 Business Messenger.

Intercom Integrations

https://www.intercom.com/app-store

Intercom Competitors

Pricing

  • Has featureFree Trial Available?Yes
  • Does not have featureFree or Freemium Version Available?No
  • Does not have featurePremium Consulting/Integration Services Available?No
  • Entry-level set up fee?No

Intercom Support Options

 Free VersionPaid Version
Live Chat
Email
FAQ/Knowledgebase
Social Media
Video Tutorials / Webinar

Intercom Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:Apple iOS, Android
Supported Languages: Arabic, Bosnian, Brazilian Portuguese, Bulgarian, Catalan, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, German (Formal), Greek, Hebrew, Hungarian, Indonesian, Italian, Japanese, Korean, Latviski, Lithuanian, Mongolian, Norwegian, Polish, Portuguese, Romanian, Russian, Serbian, Simplified Chinese, Slovenian, Spanish, Swedish, Traditional Chinese, Turkish and Vietnamese.