Likelihood to Recommend
Our company uses Acquire's co-browse and chat functionality to assist customers with technical issues with our website, help clarify what to enter into our online loan applications, and provide service through website and mobile chat. It is very effective for these use cases.
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The intercom works great if you chat with your clients. It is easy to keep an eye on previous conversations as well as have data on clients in one space. However, Intercom is not suitable for ticketing purposes. If you are looking for a system that would allow creating tickets - Intercom is not the right fit.
Read full review Pros Acquire is easy to implement and integrate with websites. Very responsive to new development requests and support. Acquire is esy to use for both the customer and service agent. Read full review Case management - allowing other teams (dispatch, accounts) to all contribute Snoozing - allowing us to come back to enquiries and ensure they're never forgotten Simply on-site contact with our team with live response times that build confidence Canned replies - allowing us to introduce consistency and high standards in all our comms Outbound email - incredinly powerful, ensuring all our comms are in one place Multi-branded messengers on two different sites - allowing us to centralised responses behind the scenes but maintain brand separation Read full review Cons The product is stand-alone chat and co-browse, not really omni-channel. Workforce management features, work distribution and control, could use some improvement. Read full review I sometimes get confused about how to best target relevant customers for a specific campaign I wish I could preview a whole series flow to see how it looks before pushing it live Building out series ins't always clear when something will send and when it won't Read full review Likelihood to Renew
I am giving Intercom a rating of 10 because we truly use this platform each day. When using the platform, we can have real-time conversations going on with parents, administrators, and even grandparents. They are able to discuss their general support needs and their billing support needs. Having this happen in real-time allows us to move forward with solving the customer issues
Read full review Usability
The interface and usability are impressive; even if you want to use a new function you have never tried before, it is just so evident and easy to find. The names of the menus and options are logical and make sense, plus the minimized logos again is natural. They must have done a lot of UX research and testing, as despite being a drab blue and grey inside their platform, it's smooth and inoffensive.
Read full review Support Rating
They are very responsive to inquiries, and quickly make product changes when asked.
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One of the great features about using Intercom is their support is going to be very similar to the support that you will be using with your customers. The chatbot is identical to your chatbot. So not only is user support easy to use and available, but it's a way to also learn how to use this feature.
Read full review Implementation Rating
I didn't implement it, but it's supposed to be quite easy through Segment
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We looked at ZenDesk, Genesys, and other products. We selected Acquire because their online demo is pretty amazing, they are easy to integrate/implement, and were very responsive during initial conversations.
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We used Zendesk at my last company and don't use ZD at all at my current company. Our customers love love love our fast, bot-fee cs/help. You can set up bots in Intercom, but we only use automated routing. We like to give a human touch. We haven't yet exploited the ability to serve customers relevant articles, but that might be useful to you as your scale your CS ops.
Read full review Return on Investment Acquire gave us chat as a service channel. It gave us insight and details on long-standing, but hard to prove, website concerns. Read full review Increase in demo sets and deals won by engaging with prospects that hadn't requested a demo yet. Increase in efficiency for our support team to receiving tickets. Boosting registration for our on going training webinars as well as those for new product announcements. Read full review