Intercom Live Chat Review

PROS: Our customers have been benefiting from getting support through this app. Articles, help guides, and chatbots are all very useful for them when they have queries regarding our product. We also appreciate that the platform is available in Portuguese.

CONS: Their product tour can be improved. We had issues navigating it at first.

PROS: This app has the best customer-facing interface among the products that offer the same service. The setup of chatbots is fast and trouble-free in Intercom. Both our clients and the customer support team benefited from using this to communicate with each other. In-app messaging and customer segmentation and targeting functions are some of the things I like about this product. Our team is looking into the possibility of utilizing the sales and marketing tools that are also integrated into this app.

CONS: Knowledge base SSL capabilities can be improved in order to eliminate the need for third party service.

PROS: Intercom changed our business for the better. Our reach became wider. Our knowledge and understanding of our clients’ needs also deepen.

CONS: We encounter minor technical issues every once in a while. Most of the time we are able to resolve this immediately through the available online sources.

PROS: Intercom helps us to effectively communicate with our clients. The synchronization of mail and chat features helps prevent miscommunication.

CONS: Personalization in the user interface can be a nice touch up for Intercom. Varying themes and colors would be a delightful addition to an already well-designed app.

PROS: Intercom allows for greater collaboration through features like conversations and note-sharing.

CONS: Intercom would benefit from making the product manual more visible.

PROS: I’ve been receiving an adequate amount of relevant information about how to use the product more effectively through email and app notifications. The amount of documentation on product use, as well as manuals, available online is also impressive.

CONS: I have been an Intercom user for months now and I am very satisfied with it so far.

PROS: One thing I really like about Intercom is its design which allows me to work with all the necessary features in one screen. With this app, toggling between screens is no longer necessary. We are able to respond to the queries of our clients faster with Intercom. Our teamwork is also better with this app. The notes and mention features are especially noteworthy. These make the distribution of tasks among teammates easier.

CONS: I would not say that there is anything to dislike about Intercom. The issues I am having when using it has more to do with other factors than with the app itself.

PROS: Intercom helps us have a better view of the customer lifecycle. We’re maximizing this app’s configuration settings in order to have a more personalized approach when communicating with clients.

CONS: We encountered some technical issues relating to the integration of a widget via Google Tag Manager. This happened because the code inside the app was slightly different. Thankfully we were able to resolve this after some time. We also found that some docs are not up-to-date. It’s a good thing they have live chats to solve this issue.

PROS: Intercom’s design is simple. It has all the features we are looking for in an app in order to foster a strong connection with our customers. Intercom’s support team has been a great help from the beginning. They continue to assist us as we continue to serve our customers with their product.

CONS: The app as it is today suffices to the needs of our company and we find nothing to dislike so far.

PROS: Intercom proves to be more superior to its competitors in terms of design and features. It is simple, fast, and complete. Still, I think, some improvements may be made with regard to integrations.

CONS: It would be better if the articles report will be available for viewing on more dates than is in the options in the current version of the app.

PROS: I have used several live chat applications in the past but when I have used Intercom Live Chat, I don’t want to go back again or switch. It is not only back end users like us that favors the platform. I have been contacted by customers praising Intercom Live Chat. This is a sign that it is right for us. The platform handles data very well. I can tell that the developers have made it ready for the future. This is because it is easy to configure and you can use it according to your particular business needs. I love how their data filtering feature. My team and I can gather information and arrange it very easily. Although we have had issues with its spam filtering module, these just creep up once in a blue moon. This type of issue does not deter us from staying with the platform. Another plus is that Intercom encourages its users to use the leadership approach. It also gives out guides and tips to its clients. This lets us know that people behind it understand the needs of its business customers and walk the extra mile to deliver extra value. Good company. Good product.

CONS: I have noted that Intercom has more features for its CRM component lately and I would prefer it if they add more tools for marketing. They are hardly an alternative or a replacement for an actual CRM so it would be a good idea to create a better synchronization path with HubSpot or another company.

PROS: Before we implemented Intercom Live Chat, our company's bounce rate was worrisome. After we started using the live chat tool, we were able to engage our customers in real time. This has led to the realization that they have a ton of questions they need to be answered before they commit and make a purchase. Because of this application, we were able to satisfy prospective consumers, thus leading them to convert. Additionally, Intercom permitted us to provide information to our client base in an accurate and rapid manner by hosting our FAQs, thereby saving us time and letting us close more customer conversations and tickets. Apart from that, Intercom's user interface has a sophisticated design that goes well with our website, making it look premium to our customers.

CONS: It is frustrating that the chatbot is only for customers who are signed in. We have a large volume of guest customers who we cannot attend to promptly at times. It would be advantageous if the chatbot can be utilized for visitors who have not registered to our site. Plus, Intercom Live Chat should improve its notification serving. It has alerted us of new conversations late and because of this, we have lost precious leads.

PROS: Intercom creates avenues to tap on clients at various times in different ways. We can use its in-app messaging system to contact our clients on the app itself or on the back-end.

CONS: Content-sharing between workspaces may be an area for improvement. It would be helpful, for instance, if multinational companies that may want or need to set up several workspaces have the option to share articles with each other.

PROS: Intercom Live Chat is a solid and proven solution that regularly produces innovations that revolutionize how we provide support to our customers, thereby enhancing their experience with our brand. Intercom itself has a reliable team whose members are on hand to assist us in resolving our challenges and who find ways to incorporate our feedback into the software or at least include it in the roadmap for future implementation. Because of this, we can look forward to our evolving needs being met.

CONS: Intercom's latest subscription model is a tad steeper compared to the previous iteration. This makes it less economical compared to its competitors and maybe a point against them.

PROS: Intercom Live Chat's user interface is striking and is intuitive enough that anyone in our team can maximize it. Our team is still a small one and it helps that Intercom allows colleagues to see each other's chat boxes. This allows anyone in support to pick up where a conversation left off to resolve customers' issues immediately. Furthermore, the support team of Intercom is a reliable one.

CONS: The only thing I do not like about Intercom Live Chat is the difficulty of getting the right results from the reports. While we want to see the average, the software keeps providing the median only.

PROS: What I like most about the software is the customization features on messenger. We decide how the messenger will function. Also, we are able to tag a member of our team whenever there are messages that require their attention and create personalized messages templates. The team inbox is also incredible.

CONS: There are three things that I don’t like in the system – its IOS application, the marketing campaign management system, and the social marketing tool. The IOS app is slow and constantly collapsing. The templates for ads in the marketing campaign management system are limited. Last but not least, it is hard to integrate the system with Facebook and Instagram.

PROS: Intercom allows us to connect with our clients in real-time. It has a pretty straightforward design that makes it easy for users to learn how to navigate. With this user- and mobile-friendly platform, we are able to perform a large part of our work without having to go to our office. Using Intercom has really been advantageous for our team so far.

CONS: We encountered some issues with regard to viewing notifications from the platform. While some messages appear immediately once received, some are missed. Intercom may be improved by adding some features like automatic message notifications.

PROS: Intercom is user-friendly. They have a commendable support team and their custom bots allow for greater customer participation. We have trained new employees for customer support in using Intercom and they learned how to navigate it quite fast.

CONS: There is nothing we dislike so far. We are extremely satisfied with Intercom.

PROS: I like the software’s user-friendliness. It is very easy to log into the system and get started with my job. Also, special mention to the platform’s new tour feature. Even though we have to pay $120 per month for it, it is simply incredible and I love it.

CONS: The software does not offer a ticketing feature so complicated tasks like sorting out topics and helping request natures tend to be tough. Although there’s a “tagging” feature, it is still not enough. So we end up doubling up on the customer service and it’s not a nice thing. What’s more frustrating is that I think they won’t be offering this feature anytime soon. I ask them about it and they told me that it is not the direction they will be going to.

PROS: Intercom Live Chat is our company's support tool for more than two years now and during that time, I could see how much the software has evolved. When we started, we were able to assimilate it immediately with our web apps as well as our websites. Because of this, we could offer live chat support to our customers, resulting in greater satisfaction levels. Intercom also allows our company to connect with existing clients and prospective consumers through different channels: chat, email, and popups. This has been beneficial in engaging our customer base and in keeping them informed of changes and updates to our product. Intercom has assisted us in transforming our customer onboarding process too by utilizing emails and alerts. This is complemented by various workflows that we can create for different customer types or segments. Additionally, Intercom's chatbot has helped us lower the volume of chats because it keeps the customers engaged and also assists them in finding resolutions to their problem. And in case the chatbot cannot help them, it interacts with them until such time that an agent becomes available. Lastly, Intercom has allowed us to host our FAQs and product documentation.

CONS: The downer with Intercom is that it doesn't give us full control over user access permissions and only makes available basic security settings. The app also does not have an API so we cannot connect the articles created within the platform to our business's own app. It also does not limit access to help articles to logged in users only.

PROS: Intercom Live Chat is a top-notch support solution for assisting customers because of its multitasking capabilities. This aspect of the software has been a boon for our business because every team member can see the messages coming from customers, thanks to the consolidated inbox. It has also been a great help that Intercom allows us to forward customer queries to the appropriate individuals or teams, a feature that has helped us save time and made everyone efficient. Most importantly, Intercom allows us to build a knowledge base from within the platform. This integration is valuable because we can create automated replies using articles from our help center. This not only assists customers faster but it also reduces the chat volume of the support team. And when it comes to third-party integrations, Intercom has a marketplace where you can cherry pick your preferred systems. For example, you can connect your company's CRM with Intercom to generate leads or deals and funnel the communications to the CRM.

CONS: At this point, there is nothing that I do not commend in Intercom Live Chat (and it may never occur), as I believe that the company is enhancing the tool in all the right ways.

PROS: Intercom Live Chat is a helpful application that puts our communications with customers in a single, easily accessible place that is intuitive and user-friendly. The best features of Intercom Live Chat, for me, are how connected help articles and emails are, which makes it seamless for us to address multiple customers' queries at the same time even when several people are taking part in a conversation.

CONS: I find Intercom Live Chat a bit inadequate in its email aspect. We cannot keep email templates to make our email communications more efficient since we send a similar response to a lot of customers despite some modifications to the body. The software also disallows the addition of a fixed signature for each member of the team, as we all have to do this manually for each template, a process that is time-consuming.

PROS: The biggest help of Intercom Live Chat to our company is its automation of visitors' logins and the follow-up communications with new customers. The solution also offers a myriad solution to modernizing our messaging pipeline to enhance our conversion rate.

CONS: It would be better if Intercom modifies bots so that they could assist us internally too and not just help visitors find answers to their questions. It could also be beneficial if the platform has a setting that allows us to designate which conversations are we to be notified about. This way, we can be efficient and allow the members of the support team to focus on customers who really need our assistance.

PROS: Intercom is really easy to work with. It allows you to dig deeper into your customer database, segmenting information for you so you can launch more targeted campaigns. This works seamlessly with other solutions too. I like how it allows faster transactions between other apps.

CONS: There have been quite a few glitches in the system, especially when linking is involved. However, my team and I are hopeful that Intercom and their friendly support team will solve this soon. There have been quite a few glitches in the system, especially when linking is involved. However, my team and I are hopeful that Intercom and their friendly support team will solve this soon.

PROS: Intercom Live Chat is a highly advantageous solution that has helped us win the loyalty of a big bulk of our customers because of our rapid-fire responses to their questions. On top of that, the chat tool offers a single inbox for all customer conversations and it provides seamless integrations with our own platform and with GitHut.

CONS: I find that Intercom's user interface is a bit cluttered. After a few updates, it has been laggy and unstable. It has also been more arduous to track alerts and I wish there are more comprehensive reports available.

PROS: Intercom gives us all the tools we need to provide quality support to our customers. It is also very easy to use. We are able to interact with new customers seamlessly, acquire and record all the needed information, find out the location of the customers and even their timezones, accommodate all kinds of concerns, etc. This software helps us assist our clients and solve their problems effectively.

CONS: What I don’t really like about the software is its notification feature. Notifications just appear everywhere and it becomes really annoying when it pops up while I am providing support to a client. I often lose focus because of it.

PROS: You can easily use Intercom, regardless of the operating system that you subscribe to. I use this tool mostly to answer questions from my clients. It does a really good job in maintaining my client database, even going through the lengths of segmenting it for you. I think this, plus its capacity to let you multitask, really helps me increase my profit.

CONS: Admittedly, there are lags in the system. However, the response team is always so willing and helpful that I may be willing to overlook this.

PROS: Intercom has allowed us to direct a better flow of customer interactions on our website. We’re even allowed to set up and test ads to support this. This has been a really great tool to work with.

CONS: It’s difficult to gather more information on our visitors. Some features such as the buyer behavior analysis tool do not provide enough insight. I’d like to be able to maximize this feature so I can launch drip campaigns.

PROS: Our small company has greatly benefited from the messaging and chatting tools provided by Intercom. We are enjoying our capability to offer real-time assistance to our customers and the tools and features that enhance our service. The business is also grateful that Intercom integrates with our chat support, allowing customers to find the solutions they require by themselves. This has reduced our chat volume and increased the rate of effective conversations because many issues brought up by customers can be resolved by articles in the knowledge base. In a nutshell, Intercom Live Chat is a highly functional and user-friendly software that aids us in creating better lines of communication with our customers.

CONS: I believe that Intercom Live Chat can still enhance their Help Center tools further. I use this aspect of the software heavily and they strike me as lacking, thereby our team cannot exploit its capabilities to the fullest. Intercom can also consider adding a database management tool to streamline companies' knowledge base articles management processes. I have also noticed that Intercom Live Chat has been leaning towards marketing and sales features lately and users like me who use it mainly for support are at a disadvantage.

PROS: Fluid communication with clients using live chat. Great that email is integrated.

CONS: Bugs here and there, otherwise it's great.