Intercom

Pros: A intercom é super legal esse site os produtos nele incluindo as reuniões sabemos quem estar usando nossa privacidade.

Cons: Nao tenho muito o que fala nao afinal todos os produtos é excelente pra resumir funciona muito bem parabens

Pros: I really like how Fin understands questions quickly and gives accurate helpful answers. It feels like having an assistant that’s always available

Cons: Intercom Fin has difficulty handling very technical or uncommon questions. we still require a human to intervene

Pros: Intercom does many things extremely well, but if I had to zero in on the two big ones for me, they are Help Center and Fin AI assistant. Both of these tools help thousands of our customers everyday without the need of staffing hundreds of support reps. We do have an excellent team of reps, but Intercom's Help Center and Fin AI take care of the most common customer interactions, so our reps have the bandwidth to engage with more complex customer issues.

Cons: I do wish Intercom's integration with Jira was a little more robust. It does send basic issue tracking data over, but some data points are missing, causing you to have to go hunt them down in Intercom instead of staying in Jira. I'm not sure if this limitation is on Intercom or on Jira though.

Pros: Intercom was easy to navigate from the end user standpoint, and it was easy overall to monitor from the WFM RTA perspective.

Cons: Intercom is limited in the Agent States. For instance, an agent was either in a chat or away. It was very difficult to calculate idle time without a status that is online - idle. This makes calculating utilization statistics difficult.

Pros: Intercom has a great help desk (support). It also uses AI in its platform along with email should you need assistance.

Cons: The cost seems to be high and it keeps continuing to increase. It may be hard to substantiate using if you are a small business considering the cost.

Pros: Reality has gone beyond my expectations. This is one of the greatest tools and truly worth the price. Our way of communicating and messaging our customers and clients has become more convenient and reliable and time saving.

Cons: Nah! Everything is perfect—the features, the setup, and the accessibility are things you will be delighted with.

Pros: Modern and flexible service designed for B2b SaaS companies. Very good that the platform is developing constantly.

Cons: Pricing could be simpler; usage-based pricing is great but it can make the budgeting hard since the monthly usage.

Pros: Using Intercom makes emails and chats very organized. Messaging is very secured that only the intended recipients can open the messages. Issues rarely happen but you can easily contact customer support on issues and set up assistance.

Cons: Searching Links in intercom is quite difficult. Especially if it is showing links that are not related to the one that you are searching for.

Pros: Without a doubt, what I like the most about INtercom is their AI agent called Fin. Fin can handle complex customer queries using natural language, significantly reducing the workload on support teams.

Cons: Intercom is expensive, especially for startups and small businesses. Their AI agent, Fin, charges about $0.99 per resolution, which adds up quickly at scale.

Pros: I've been using Intercom for 4 years and can see how much product improvements and new features Intercom invests in to. Intercom is a tool that makes CS a lot easier for not only Champions but also managers who are responsible for their team's metrics and improvements. Fin (the bot) and workflows are great tools for us that we've been using regularly.

Cons: I find Intercom's reports to not be easy to understand and read. It does require a lot of fine tunning to get a report you wish to have and that's very limiting.

Pros: AI does a great job picking up information to share with inquiries. We're also very happy with how it integrates with our other systems.

Cons: You cannot turn off the auto attendant (FIN) once you join the conversation. This is VERY confusing to the inquirer. Likewise, searching with a name, email or other search word rarely pulls up previous conversations (open or closed).

Pros: It’s a simple yet powerful tool that keeps our CX and sales teams running seamlessly. I really value their commitment to continuous innovation. Their AI tools and help center features are excellent, and everything feels incredibly intuitive. From inbound to outbound, it’s a fantastic platform for delivering outstanding CX.

Cons: There’s nothing I dislike. There are features I wish they offered, but that’s different from disliking anything.

Pros: Very secure and has an easy-to-use interface. Intercom brings live chat, email, and help desk tools into one sleek interface. That means less juggling between platforms and more seamless conversations.

Cons: Pulling reports and customizing them is challenging. While the UI is clean, some users wish for more flexibility in customizing chat widgets or automating workflows beyond what’s offered out of the box.

Pros: The customisation options, workflows/rules and the integrations truly help to make Intercom your own. Keeping it simple with just a few features or building an overly complex message flow, it's all supported

Cons: Although AI definitely is the future of customer support, the last feature updates, webinars and other communication only revolve AI. More new content regarding non-AI usage is welcome!

Pros: I like Fin because it's easy to implement and improve, and it continues to evolve. Intercom's analytics are also quite good, and their CX score rating is a game-changer.

Cons: There's not a lot to dislike. I would love it if Intercom allowed replies to conversations to be scheduled. Our support team has established operating hours, and so if someone works outside of those hours, we don't want to give our customers the impression that we're available 24/7.

Pros: The inbox is so easy to use and the AI (FIN) is fantastic and getting better. I love the rephrase AI options on conversations. It's also easy to create articles and snippets.

Cons: It's so hard to find articles and snippets about certain aspects of our product to update them. I wish there was a message on the chat box that we could schedule to come up at a certain time on certain days.

Pros: A facilidade de fazer. Não precisa ser entendedor de código, o no-code faz com que um leigo em programação, mas com visão de processo, facilite a vida de uma operação, seja de venda, suporte, etc...

Cons: Olha, é contraintuitivo: mas fico perdido com TANTA novidade que vocês lançam. Talvez tenha um "changelog" ou algo concentrado de histórico de informações, mas pelo menos não percebi a existência. Ai acabo sabendo das coisas pela minha CSM (excelente, por sinal) - mas tem muito da minha desorganização, também.

Pros: I like Fin most about Intercom. I took over managing our company's Fin (Intercom's AI agent for chat support) in January 2024. It's been fun improving our content and customer support to boost our resolution rate.

Cons: What I like least about Intercom is its complicated pricing structure. Some features have their own pricing structure instead of being included in a given tier, which is confusing when you see the value in one of their tools but don't have a clear pricing range to show to management to procure the tool.

Pros: variety of options to maximize my experience fast and detailed support, friendly operators the cactus growing kit

Cons: at the moment there is no solution to register a japanese phone number because of the inflexibility of the provider. why hasn't a new provider been found?

Pros: Me gusta mucho la interfaz es muy intuitiva y facil de usar. Tambien la fluidez que tiene al conversar es muy buena

Cons: A veces se poner lento, pero sería lo único. Trabajo todos los días con la herramienta y solo a veces lentitud

Pros: Intercom’s live chat and automated workflows enable us to coach healthcare providers in real time particularly in sensitive product inquiries. Integration with our CRM allows for a seamless handoff from support to account managers.

Cons: It becomes expensive as our contact list grows, its learning curve was visible to some of our non-technical staff.

Pros: It’s really easy to use and I’m able to jump in without any setup really. Ticketing is made easy and I’m able to collaborate.

Cons: I would say it’s not ideal for folks that need SLA tracking or escalations within the ticket itself. There are also some reporting drawbacks.