Likelihood to Recommend
It all depends on what business you're operating. You should also consider your needs, goals, and pain points when looking at [HubSpot] Service Hub. If you’re in need of a tool that will help you manage everything from start to finish, then yes HubSpot might be something to consider. It’s truly an all-in-one platform for everything and anything marketing, sales, and customer support, all in one place.
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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 It makes it easier for us to keep track of customer awareness and review in one spot. The great thing about how easy it is to use all of its fantastic tools. The ability to check customer retention. It's easy to track and measure the success of our organization's sales team. This is a fantastic all-in-one customer success suite that includes ticketing. 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 Need to be able to customize and prioritize tiles when in deal view Should have web forms and telescripts built into the program (templates) 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
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
Read full review Alternatives Considered
Hubspot Live chat is not the most feature backed but its core service is solid and gets the job. Other live chat software like Live Chat or Zendesk has more features but most of those features are not needed for the everyday biz user
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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 Lead management has become more streamlined Sales targets are visible; any changes made can be easily tracked and accounted for Overall lead lifecycle management has improved and the way data moves to other apps makes life easier for the other business functions to keep track on the new and old deals 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