Inbenta Chatbots vs. Intercom

In my case, being that I serve a very niche customer base and have had an excellent result with this tool, I would widely tell anyone within my industry and niche to go for it! I can't speak for larger applications but based on my experience with them; I would be confident to recommend it.

Well suited for real time customer support needs - that's where it really shines. Well suited for proactive outreach and the ability to gather feedback from customers + surveys. Less appropriate for a non techie company to set it up, basically any sort of changes in integration have to be done by an engineer.

Incentivized

• Integrate the voice into the customer experience.
• A real, relatable and up to par spanish translation.
• An amazing customer service structure.

• 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.

• I have not come across an issue that tech support is not willing/able to fix or teach a way around it.

• 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

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

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

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

The program I have been using so far is not actually listed on this platform, it is called Marketing Master IO; while AMAZING, I have found that while in the early stages of development, there is a lack of some features and the Alexa advantage has taken all-important at this point, we have that more and more of our target clientele use Alexa and this gives us an edge.

We've used both Drift and Salesforce chat at Owl Labs in the past, and I didn't find them to meet our needs or customer needs the way Intercom has been able to. Intercom ranks higher for us regarding Integrations offered, customization, AI functionality, and user-friendliness. In the past, if chat visitors would click around our website, they'd have to start their chat over again from the start and lose their communication history with us. We also found that Salesforce chat did not have enough customization that we needed. One small example is that in Intercom, you can see when another teammate is looking at a chat and tag them in notes to collaborate. We didn't have access to anything like that when using Salesforce chat. Intercom has made it easy to work alongside one another to be more efficient.

• We have been able to expedite the process of interaction and capturing details for orders using the chatbots.

• 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