Support Specialist review of Intercom
January 09, 2024
Support Specialist review of Intercom
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Intercom
Replying to emails/chats about billing, account and software issues. We do troubleshooting for different kinds of things, from problems with the interface of vidIQ to refunds and credits.
Intercom serves as the bridge to communicate this to our customers in an efficient and empathetic manner. Especially since the introduction of AI tools
Intercom serves as the bridge to communicate this to our customers in an efficient and empathetic manner. Especially since the introduction of AI tools
- Help with empathy and rephrasing words/phrases that need to be adjusted
- Easy to use platform. It is user-friendly and easy to understand
- Customization: It offers various apps that can be integrated for a better experience, such as translations tools
- The AI tools should have a make shorter option
- The research is difficult compared to other platforms such as Zendesk where it is easier to find stuff (accounts, emails, messages...)
- I know that you could integrate better AI tools! The chatbot is amazing, so I'm just missing more AI tools to increase productivity
- Greater customer satisfaction as empathy is awesome with AI tools
- Reduced response and resolution times as I have to worry less about rephrasing or modifying an answer
- Efficiency has increased since the AI tools were introduced
We use some translation tools that help us reply and cater to a global audience. Also, we have some bug reporting tools incorporated into Intercom that helps us to streamline the bug reporting process and make the integration easier for us to have a record and connect to an external app
I didn't make the call. It was my manager or leadership who decided that, so this one does not apply to me, unfortunately. However, as I've mentioned, it should've been for ease of use and efficiency. The exact reasons are not disclosed to me. Great job Intercom you're doing it great
Do you think Intercom delivers good value for the price?
Yes
Are you happy with Intercom's feature set?
Yes
Did Intercom live up to sales and marketing promises?
I wasn't involved with the selection/purchase process
Did implementation of Intercom go as expected?
I wasn't involved with the implementation phase
Would you buy Intercom again?
Yes