Intercom

Intercom is a customer messaging platform that lets teams handle conversations, support, and engagement in one place.

How to use Intercom

1. Sign up at intercom.com, add your company details, and install the JavaScript snippet or mobile SDK.
2. Create an inbox, invite teammates, and set office hours so customers know when real-time replies are likely.
3. Build automated flows with simple rules to route chats, send targeted messages, or trigger bots that collect key details.
4. Customise the messenger colours, launcher, and greetings so the widget matches your brand tone.
5. Use the reports area to track response time, resolution rate, and customer satisfaction, then tweak workflows where numbers dip.

What stood out during our time with Intercom

Advantages

• Getting started felt straightforward; I configured an inbox, set tags, and launched a chat widget before my coffee cooled.
• The messenger looks polished on desktop and mobile, and our customers commented that replies appeared almost instantly.
• Automation rules handle common enquiries, allowing me to focus on tricky questions rather than repetitive sorting.
• Clear built-in reports surface response stats without extra setup, which helps the team spot slow periods quickly.
• When I asked a niche API question, Intercom’s support agent replied inside five minutes with a step-by-step fix—service that matches the 4.4/5 G2 and 4.5/5 Capterra scores we’d read about.

Drawbacks

• Subscription costs rise fast once the contact list grows, so small companies need to keep an eye on usage tiers.
• Some settings hide deep in menus; I still spend extra clicks locating less common options like email white-labelling.
• The mobile app trails the web version—push alerts occasionally land late, making on-the-go replies harder.
• A packed inbox can feel cramped; extra layout flexibility would reduce scrolling on high-volume days.
• While my own tickets were handled well, a handful of reviewers noted slower responses, signalling that consistency could improve.

Intercom streamlines daily support work and encourages quick customer replies, yet pricing and a few interface quirks mean teams should test thoroughly before committing.