We use it as a chat box on our two websites. That way, it is easy and accessible customer service! It's very good for simple questions or inquiries clients may have. It is also a quick fast way to offer customer service.
Pros
The visuals of the platform are awesome.
Very complete program.
Customer service from Intercom is very good !
Cons
If we could custom the colour of the chatbox.
Even though the platform is easy to use, it can be hard to find what you're looking for.
Likelihood to Recommend
I think Intercom is very good for customer service in general. It is accessible, and people at Intercom are willing to help you out if you have any questions regarding the platform. Very beautiful platform with a lot of functions.
VU
Verified User
Employee in Customer Service (Retail company, 11-50 employees)
We use live chat all day, every day with our site visitors. We like how Intercom does not ask for a name and email address up front, so there is very little friction. Very nice looking chat interface as opposed to Zendesk and LiveChat, which look and feel like live chat from the 1990s. It makes us easier to reach.
Pros
Automated conversations/bot greetings.
Interactive forms (bot questions instead of static forms).
Data enrichment (uses FullContact).
Cons
Can't turn off auto bot greeting at night, so people get frustrated when the bot greets them after hours and they cannot get a live person.
No Pipedrive integration.
No Drip integration to pass off attribution or to allow identification/tracking.
Likelihood to Recommend
Intercom is great for sales teams. We run it through Front so we can handle omnichannel communication in one place. Its standalone app is great, too. I wish it had a 2-way integration with Front for Leads, but I imagine that is coming down the road.
