FinReviews of intercom.io

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.

Great experience; however, sometimes when chat is initiated, it doesn't auto refresh to intimate us that you've received a chat and still shows as no chats has been assigned and this creates an impression on the minds of the clients that they've not been welcomed or greeted or acknowledge.

Allow deleting notes. When reopening closed conversation the same thread is continued. Easy to overview.

Great support tool with a large panel of options to help your customer and create help articles. On the other hand, tool a bit too much compartmentalized it's difficult to understand their pricing, and you're often blocked by a paywall even when already paying.

I write articles for a system KB, and Intercom gives our users an easy way to access that content without leaving our application UI. I just wish some more editing/formatting improvements were introduced. E.g., table cells can't be easily aligned, or the posts (pop-up messages) don't display exactly how you anticipated while writing the draft, for example, if you add some extra lines to distribute the content, those are not always added when the message appears.

Good features, good support! Would recommend to others looking for a customer support tool. Mobile app can be better though as it glitches and has limited functionality.