Cisco Webex Experience Management (discontinued) vs. Intercom

Cisco Webex Experience Management is well suited in handling live customer query. It helps in monitoring customer feedback and queries.It is very useful application for comparison of year on year data, month data and weekly data. It help in understanding customer life cycle. It can be used as an interaction tool with the customers by directly posing them questions about the services. It helps in Segmenting, targeting and positioning of your product or service in the long run. Cisco Webex Experience Management scenarios where it can be less appropriate are few. As it gives a lot on insights about customer feedback,customer tracing etc, it would not be useful in short term or for smaller business who are not focussing on the larger goals of the business

Incentivized

Intercom is particularly helpful when talking to your customer base. Their automation help you start conversations and their inbox lets you keep the conversation going. We build out a new flow every Black Friday and save new FAQ macros to help with the influx of chats. We schedule popups to show up showing we're here to answer questions based on different times of day. Onboarding is particularly handy with Intercom. You can build out a tour that walks your users through different features on the site and it's easy to send that out to your clients right through the chat.

Incentivized

• Audio and video quality is amazing.
• Screen sharing is easy.
• Very secure connection.
• Collaboration is made easy.
• Easy access thanks to different versions available.

Incentivized

• Intercom's ability to centralize customer communication is a game-changer.
• Intercom's automation features have saved us time and streamlined workflows.
• Help desk for users.
• Intercom seamlessly integrates with a variety of other tools and platforms, enhancing its functionality and making it a central part of our tech stack.

• Not always intuitive or user friendly
• Getting the most out of the software requires dedicated personnel/time
• Not that useful unless you'll do something with the data

Incentivized

• Pricing - it is not a cheap product and more features could be included in lower tier packages
• Customer segmentation is not as simple as I would like it to be
• For being a help desk / customer support company, they are not the fastest at responding to any questions we might have

Incentivized

We are happy with Cisco webex services. Webex is great platform to conduct our all kind of online meets.

Incentivized

We have been and will be continuing our journey with Intercom and nothing too concerning has happened that I have experienced or heard of that has us on the edge yet. If it ever happens it will be something along the lines of "Outgrowing" the use of need of the platform.

Incentivized

No code / Low Code Easily pluggable to any digital solution Comprehensive dashboard builder Predict Revenue based on CSAT and NPS scores Monitor Customer Journey end to end Visual Journey Maps

Incentivized

Everything is very straightforward and easy to see, explore, and use. Intercom provides walkthroughs and helps guides in case something is not apparent to the user and has their agents available to help. I always feel confident when exploring new features or making changes that I can have it accomplished due to the service they provide.

Incentivized

always there

Incentivized

works perfect

Incentivized

Cisco Webex Experience Management team are very supportive from training to implementation to support and is a definite plus whenever you take a new product that challenges existing paradigm.

Incentivized

Intercom is the premier customer support/engagement model and it definitely has one of the top tier customer support teams as well. I don't think I have ever waited more than 5 minutes to get the information I need or get help with an issue. They are incredible and I aim to model our customer service department after them.

Incentivized

Easy to know the learning path

Incentivized

The implementation was surprisingly easy but we are having to adapt from our old process to work well with Intercom.

Incentivized

As I remember in 2011-12 Cisco was [the] only goto collaboration tool and it made [the] life of [the] entire team [fun-filled] and productive. The ease of connecting [teams] across the world and making communication effective[.]

Incentivized

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

• We have been able to show that an improved Member Satisfaction score often leads to cost savings and deeper share of wallet.
• We have been able to survey our members throughout the lifetime of their relationship with us and gage their overall satisfaction.

Incentivized

• I like how easy it is to spot the user data needed to assist our members.
• Love how easy it is to link articles on the chat that will help both us and the customers.
• I like that the sales force or the tickets is already connected on the chat

Incentivized