Help Scout vs. Intercom

Small businesses that want a conversational type of customer support experience. Nothing wrong with support tickets, but it does make you feel like a number. Also, we needed to get up and running quickly so the "inbox" feel of the dashboard was already familiar with the team so they could adopt the new software quickly.

Incentivized

As you can see from the previous answers, there are many things that I believe the platform can improve, but that doesn't change the fact that it is the one that best serves us considering our main values ​​as a company: Agility and Quality. With Intercom's real-time service functions, we were able to maintain an average response time of less than 2 minutes and a CSAT of 97%, something that we couldn't achieve with other platforms due to the lack of real-time service tools and also reports that help us improve. Como dá pra ver pelas respostas anteriores tem muitas coisas que acredito que a plataforma pode melhorar, mas isso não muda o fato de que ela é a que melhor nos atende tendo em vista nossos principais valores como empresa: Agilidade e Qualidade. Com as funções de atendimento em tempo real do Intercom conseguimos manter um tempo médio de resposta de menos de 2 minutos e um CSAT de 97%, algo que não conseguimos em outras plataformas pela falta de ferramentas para atendimento em tempo real e também de relatórios que nos ajudem a melhorar This review was originally written in Portuguese and has been translated into English using a third-party translation tool. While we strive for accuracy, some nuances or meanings may not be perfectly captured.

Incentivized

• Extremely simple to use and understand as a user - treats communications like human beings and provides a much more personal feel to communication (as opposed to making people feel like numbers).
• The email newsletter.
• They are super responsive. They are pretty rad and transparent: if something goes wrong on their end they are not afraid of admitting fault. Which leads me to trust them because I can believe them. I know that tells you very little about the product, but as leadership, that's something that I really need
• Help Scout does exactly what it needs to (facilitate organized, efficient conversations between customers and support people) without getting in the way.

Incentivized

• Connects to the appropriate team to cut down on figuring out where each chat needs to be directed.
• Allows communication to be visible to other team members and to move over to each other or share communication appropriately.
• Allows multiple options to reach personnel or outside individuals to ensure a connection can be established on a single platform.

Incentivized

• Trying to group tickets is a bit unflexible. You can create folders which can be part of a workflow (automatic trigger) but you can't create a folder based on tags. This needs to be improved because there's a need to create smarter segments and mix them.
• Metrics are useful but there needs to be more details about them. You can drill down in some but others are still not very actionable or visible (ok, that number went down, but what was the cause? what's the criteria with what you measure that?)

Incentivized

• It would be great to have the ability to add rule-based tagging automations instead of using the workflows.
• For users new to the platform, creating integrations via Github and the native "back-office" or "customer tickets" can be confusing.
• Intercom cannot export reports or share reports with users who are not in Intercom. And if it is available, it's not apparent.

Incentivized

We are receiving feedback from the organizational level that they may want us to transition to a different solution to provide consistency across the company.

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

It is simple and intuitive. I haven't run into difficulty using any of the features that I have wanted to use. Additional help in the form of documentation or support is available as needed, and their response times are pretty good :)

Incentivized

The transition from AI to human is seamless. This is from my experience of contacting Intercom for help and your use of Fin AI. We currently do not have the scale for Fin AI, but it is under consideration for the near future. Outside of Fin AI for our use case, bots and automation have made it easier to direct users to the correct knowledge materials and made the transition to human support seamless when needed.

Incentivized

always there

Incentivized

works perfect

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

Only have minimal experience with G-Suite for a much smaller company. This worked well for that organization but did not have similar specialization functions that suite our larger organization very well. Help Scout's pricing makes sense, and continues to service our needs well. Minimal usage of other programs, but have no need to explore alternatives at this time.

Incentivized

The intercom is more intuitive and provides easier management and personalization of our conversations. It's been a while since I used Zendesk, so this might have changed, but Intercom provides a bigger catalog of functionality targeted to product marketing, such as emails, in-app banners, pop-ups, and, overall, outbound communications.

Incentivized

• We are able to retain our customer base due to the outstanding customer service our Customer Experience department provides. Without an organized tool like Help Scout, this would not be possible. We pride ourselves in quick response times to customers and are able to do so by effectively routing tickets to the right agents.

Incentivized

• Faster customer onboarding: When we identified our biggest conversion factors, we were able to set up an onboarding sequence that helped people get started and converted faster.
• Adoption: It's much easier to showcase a new software feature. We build out a post and a tour for any new software features and prompt it to show up the first time they log in, all through Intercom.
• Money: It's saved us money in the long run considering how many softwares we would have needed to use in order to get the same features offered in Intercom.

Incentivized