FinReviews of intercom.io

When Intercom was first introduced to me, I initially thought it would be difficult because of the many technical aspects I needed to familiarize myself with. However, as a concierge, through daily usage of Intercom to assist contacts, I quickly realized it is much easier than expected. The macros are simple to locate, and I no longer need to manually type responses for process‑related concerns or common contact drivers. I also find it easier to distinguish concerns now, since FIN has improved significantly and often provides accurate answers before the case even reaches me. This allows me to simply review what’s missing and address it directly. I appreciate that I can easily review my active, closed, and snoozed cases for follow‑up. Now that I am part of the Quality Team, I also recognize areas for improvement. For example, we need to identify actual chat handle time so concierges remain alert and stay on top of their handling pace. This will help ensure both efficiency and quality in chat interactions.

Support service is often slow and inefficient. Simple things like make a contract draft or change customer's plan are making so slow and with mistakes like wrong address of the company. Product is great mainly, just a bunch of flaws, but support service is weak

Great system and get quick resposne when issue on system

Very versatile platform, with a lot of customization possible. We use it for more than 10k users and it is pretty solid. Obviously, it is not perfect, as any business has its own constraints, but using both Intercom platform and API enables to solve most issues. Quite pricey though.

Very good tool, intuitive.. But the test or changes on the bot are still fluctuating too much

Intercom is a pretty robust customer service platform that enables us to connect with our customers instantly and resolve their issues.

I have been using Intercom for 3 years now, and I am genuinly satisfied by the consistency of the platform, that has minimum downtimes or hazards. I use it to assist customers through my site with the live chat feature they have. And I also use it to promote features and promos for the visitors. The only downside is that I have to keep cleaning entries up, since I am billed on the amopunt of entries I have, so, sometimes, if i forgot to clean them, it could jump around 50 to 60 dollars, so if it possble to increase the margins so it makes it easier to manage at noral prices. Other than that I highly recommend it :)

Transparent way to add custom responds automatically. The way of sorting the cases is not optimized as well. But globally, it's a good tool.