We work on real time issues for the health and beauty industry. From helping them with check out issues to helping them ramp up their use of the software for increased revenue.
Our goal is to use a human approach to allow each business to find solutions on their end.
Pros
Inbox Organization
Data Records
Easy to Navigate Interface
Cons
Better Mobile App - something that reflects views and is easier to navigate
More tools that are integrated for word check, not just fin - ex - Grammarly
Likelihood to Recommend
I truly love Intercom. Its super intuitive, and is right on that precipice of being the best. ZenDesk can not compare, but I really do hop there is a movie app moving forward.
As a manager, I am always on but am not always able to have my laptop open so being able to take a quick glance on the app without digging would be extremely helpful.
VU
Verified User
Team Lead in Customer Service (Health, Wellness and Fitness company, 51-200 employees)
We use it for customer support. I specifically use it for the help center, product tours, and other announcements.
Pros
Tooltip
Product tour
Post
Cons
Articles in multiple languages within the same workspace
More Help Center layouts
More specific content reports
Likelihood to Recommend
For example, works particularly well on real time communication through chat, email. Product tours, checklists and tooltips all allow for easy guiding of users around the platform and help improve onboarding.
VU
Verified User
Professional in Product Management (Health, Wellness and Fitness company, 201-500 employees)
We use Intercom mostly for chat support. Our support team answers customer questions through the chat feature. We have also adopted Fin, which has done a good job handling simple to intermediate customer questions. Our Customer Success team uses it for automated proactive outreach when new customers join. Our product team uses the survey feature to collect feedback.
Pros
AI Chat Support.
Email automation through series.
Storing product knowledge and help articles.
Cons
Account based segmentation.
Date range filters.
Product Tours.
Likelihood to Recommend
Intercom is great as a customer support tool. However, it could improve as a CS platform if more features were added that follow the customer journey from implementation through renewal.
We use Intercom for our Chat Support team. This is a very helpful tool in our daily communication with caregivers. It's easy to handle and the free reports are already enough to monitor performance. If there are any downtime, Intercom notifies and updates us religiously which makes it easier to determine if we need to expect higher calls.
Pros
Chat Inbox
Reportings
macros
attaching articles
option to mention colleagues
darkmode
auto responses
Cons
please use one api or website for all of your features. company IT has to allow a lot of websites just so the full Intercom website's features are not blocked.
option to pin a message
Likelihood to Recommend
With how Intercom works now, it is a simple tool that anyone can use and understand. How they handle downtime is very appreciated as well. The Intercom team is also responsive when you chat with then when you require assistance. Darkmode is helpful for us wgi prefers dark background. Option to toggle parts of the site is good as well.
VU
Verified User
Team Lead in Customer Service (Hospital & Health Care company, 11-50 employees)
We use it mainly for customer support, onboarding, activation, and retention. I work for a mental health app wherein our Android and iOS apps had a dedicated tab that initialised Intercom. We had people sitting 24/7 to help people with queries. We created various automated bots and flows with multiple layers to divert human intervention when necessary. It is a good bot builder, there were a few setbacks, but again it's not Intercom's primary function. Automated emails were being sent, and automated messages were being sent to revive users back to the application.
Pros
Automated Bots
Rich Text Messaging
User Persona for Personalised Messaging
Clean and beautiful UI
Cons
Analytics
Smooth messaging
Status of agents
Likelihood to Recommend
It is great for onboarding users, sending reminders, and quick support, especially in SaaS. It’s perfect for announcements and automating simple tasks, but it struggles with high ticket volumes, complex sales, or sensitive data needs. For older or non-tech users, phone support works better, and it’s not ideal for emergencies requiring real-time response.
VU
Verified User
Manager in Product Management (Health, Wellness and Fitness company, 11-50 employees)
I use it throughout my entire customer journey, both for proactive engagement and for onboarding, service, issues, improvements, and even to manage the sale of additional products. I loved being able to interconnect my entire company because I could link all our departments. Everything became fluid and iterative.
Pros
Customer Journey.
Proactive engagements.
Cross sell.
Upsell.
Product onboarding.
Cons
CRM
Customer success.
Big Accounts management.
Likelihood to Recommend
I will recommend it to all companies that need to implement integrated omnichannel communication and want to tie it to their product and transform their usage journey, making it assertive and dynamic. It's amazing for technology companies, but I can see it working in any niche. You need to create your journey.
We utilize Intercom to gain efficiencies and gather actionable data for our Product and CS teams. Utilizing Intercom workflows, we can automate repetitive tasks, allowing teammates to focus on the customers root issue. My favorite workflows are initial triage workflows, Fin bots, CSAT bots, and auto-follow up workflows. We also use Intercom for comprehensive reporting on where customers get the most confused in product, where their onboarding may be weak, or where customers want to see enhancements. The report tool is very user friendly and comes with great customization options. Our company has also been able to leverage the success of Fin to build trust in our internal AI systems. As an end user, they don't see the difference between our AI's. They just see AI in our platform and know they are going to get a quality response from it.
Pros
Data Reporting
Custom Workflows
AI Resolutions
Constantly Innovating
Cons
Handling holiday hours
Accurate understanding of conversation handle time
Likelihood to Recommend
Intercom is great for small to medium teams. I haven't used it in a large organization, but the lack of bulk updates for team management seems like it would be hard. But for small/medium teams, the ease of use from a systems management perspective is great. I can envision, create, and implement a new workflow in less than an hour. Allowing our team to be agile within our current team size. It is also great for SaaS companies that want to keep customers in app. As it is conversation based vs ticket based, customers don't have to leave the page to get their answer, driving DAU and time in app.
We use intercom for: Support: Our users send us support messages with questions both basic and complex. Also they report technical issues when these appear. Outbound messaging: New products releases, news, surveys, adoption, event or webinars invitations. We also use Intercom to manage or Help Centre and we have tried to use it for onboarding purposes,too but we haven't had much success in this area.
Pros
For building Help Centre articles is very good
I love the surveys
The options in messenger are very helpful
Cons
Tooltips feel a bit glitchy
The search options for conversations should have better filters (when you look convos using keywords for example or the lack of filter to leave out posts and outbound messages
Suggested articles not all the time matches what the customer is asking or from the page the customer is opening the chat. It seems that Intercom bot shows the same article all the times.
Likelihood to Recommend
I think people need to have a certain level of tech savviness to use the chat messenger well. It may not be an intercom problem but not everyone in every industry is curious enough so we have had customers that find the chat messenger not as straightforward as they wish
We use intercom on our daily processes. We chat and support our members by chatting through intercom.
Pros
Interface is good, at first I preferred the older version however as I use the new version I can say that it has good interface than the previous one.
constant update of intercom to help us communicate with our members and to locate the information we need in order to help.
I really love the new update on the intercom as it allows me to locate the information's needed to assist our members.
Cons
The time on chats, sometimes when we chat using intercom the first chat or message I sent was 2 minutes ago and I have replied again after that however the time indicated on this new reply was same as the time on the first reply.
Agent Aux stage, I would like to have a page or access to see what are the aux's that I have already done.
Likelihood to Recommend
Intercom helps us communicate with our members. I like how the information's needed when I need to assist the mbr is already included on the functions. User data is directly seen once the chat is connected.
I've used Intercom in the past two jobs I've worked. Now, we use Intercom for most of my job in taking tickets and customer questions about the product once they have begun, as well as retaining members.
Pros
Tagging
Sharing
Visibility
Automating
Cons
Grammar Support
Giving non admins more autonomy
Bot could be better
Spamming
Likelihood to Recommend
For the right workspace, Intercom is great. I do believe that other platforms are better for end to end customer service (like front) and I wish Intercom grew out its platform - that said, for inbound it is the best.
