Intercom

What do you like best?

Ease of integration. User experience for both operator and end user is great. Consolidated experience across our web applications as well as native iOS and Android is great.

What do you dislike?

Admin configuration can be a bit complicated. More importantly, It's almost impossible to get customer service or technical support... which is odd from a company built around helping other companies support their users. We have been trying to get information on a new feature and were told we can't get a demo because we aren't on an "annual contract". We pay monthly.

The response time on any request you open in chat is easier to measure in days than hours. Another case of great product - poor customer experience.

Recommendations to others considering the product:

Be prepared to go it alone. Great product, but you won't get much help, support, or communication from Intercom folks.

What problems are you solving with the product? What benefits have you realized?

Providing consistent support experience to our customers across web and native mobile. Making it easier for operators to manage interactions with customers. Primary benefit is that we can connect with users and solve their problems in minutes - leading to high retention and loyalty.