FinReviews of intercom.io

The best customer messaging platform on the market today. Easy to use, price is fair and has the potential to be used for many purposes. I highly recommend it!

always evolving, friendly and powerful software.

Intercom is a good product - now productS, actually too many products to navigate at this point. All new features are packed into a new product for which - of course - you have to pay extra. So don't expect any improvements in the product you are subscribing to because for them that is revenue lost - instead, they will introduce something new and charge you extra for it. And the pricing grows exponentially the way you grow as well - better to have a dedicated intern or someone to keep track of the cost and cleaning all empty "leads" that sent you a message on Intercom as these are charged as well, no matter how useless they are. At first you are excited when you adopt Intercom - you don't pay extra for the agents like with Zendesk or other tools, "just" for the contacts - but this will get you sooner or later and it is extremely difficult to clean up the lists, delete etc. and to keep track of this. I used to be a Net Promoter of Intercom with 10/10 recommendations 3 years ago but now we are looking for a replacement as the core product they started with hasn't improved, instead, it split into multiple products for which you have to pay hundreds of dollars each month. Intercom knows that in general consumers are busy and are not able to clean up their accounts so the pricing, however wrong it is, is not likely to change as they would be giving up free money from stupid consumers (yes, us included). I would not recommend Intercom anymore, if you can look elsewhere, there are now many good companies that are doing the same thing with a reasonable price and not with new products every quarter to squeeze you for even more dollars.

Great application and service

Intercom is a great tool for managing support chat, automating responses and workflows for sales and marketing, and providing a help center. Although I do think it is a great tool overall, there are many shortcomings. We have made the switch from Zendesk to Intercom, to Drift, and now back to Intercom. Sticking put for a while because of the hassle it takes to start all over. Things I like: Chat Bots Help Center (kind of) We use this to communicate with customers in app, track new and active users, start trial and new user campaigns in app, talk sales on our website, product updates, and support center. Things that I don't like: #1 gripe. Allow customers to embed videos from any provider. Their pricing model is extremely confusing and can change at the drop of a hat - everything says "starting at" but does not mention how it scales - simply says "active user". Not everything needs to be a "new" product. I get charging for significantly different product offerings but then make sure they are ready for production. I love giving feedback and using new products but not at the price point that the tools are delivered at. A 2 week trial is a short time to prove ROI. As the decision maker for our company, I jumped on Answer Bot and Product Tours right away out of sheer excitement. We took both off our plan because of too many product shortcoming around use and analytics to prove ROI. Help Center is a run of the mill center. Gets the job done. No real complaints and no "atta boys" there. Overall, a solid product with high price point and lots of room for improvement. Unfortunately there is not a ton of options out there that "do everything" without having to have 2-3 separate tools.

It's nice that Intercom rolled out a lot of new features recently. However, they really have not addressed some of the shortcomings of their existing features. Their core Messages product has needed a better/ more user-friendly way of editing messages/ there's no easy way to batch delete messages (you need to do it individually). Super nice there are new features but some existing features need love too.

The experience was great until you tripled the price.

the product is great but: 1) there is no support for rtl languages 2) it is expensive