Intercom vs. LiveChat

I've been using Intercom articles/Help Center feature for around two years, and it's adequate for that. I can't speak to its usefulness as a customer support tool or CRM solution. I have used the outbound messaging feature somewhat in the last six months or so, and it seems alright too. The audience targeting features are quite flexible, for example, but the message editor functions leave something to be desired. I've also seen firsthand the effects of the in-product messaging/product tours features and they seem pretty slick as well... maybe a tiny bit lacking in polish, but that might just be a matter of implementation; I haven't had experience setting them up.

Incentivized

We needed a mechanism in place to make contact with visitors to our website easier. What we discovered is that it's an excellent tool for creating reports and dashboards that show how soon issues are handled. Our website can now be updated in real-time, and all of our internal teams are really excited to use this fantastic technology. I really recommend [LiveChat] to many friends and past colleagues.

Incentivized

• Interface is good, at first I preferred the older version however as I use the new version I can say that it has good interface than the previous one.
• constant update of intercom to help us communicate with our members and to locate the information we need in order to help.
• I really love the new update on the intercom as it allows me to locate the information's needed to assist our members.

Incentivized

• It allows to mange full customer support process to see how many customer care specialists online.
• If there are no customer care specialists in the system (this can occur primarily in the night shifts) LiveChat allows customer to get a ticket and ask a question. When the [actual] customer care specialists are back they can answer the question and send it to the email that was provided on ticket.
• It allows to supervise the conversation between your specialists and the customer. For example, if there is a problematic situation or there is a new employee in the customer care department and you want to rate their writing skills you can enter and see their past chats and how they managed to answer questions that were given them by the customers.
• It allows to transfer chats between agents. This can help you if the customer chose the wrong group for asking a question.
• It gives an opportunity to write direct messages to your clients when they are online.
• It allows customer care specialists to tag chats. This can help you to understand from which section customers have most questions and include them in the F.A.Q of your website.

Incentivized

• The way stats are calculated for users based on reviews left by clients, they seem to not be adding up correctly. It will say there are 3 reviews but you can only find one.
• Perhaps a way to automatically assign chats to create a Q and balance among employees
• Even more gifs!!

Incentivized

• Price point is a little on the high side, making it difficult for some small businesses to justify.
• When monitoring chats from a manager standpoint, there seems to be an inherent delay; it does not appear to be instantaneous.
• Very minor, but the chat widget sound options can be annoying, and wish there were more available options in order to allow employees to differentiate their own sessions if their desks are near one another.

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

The reason for this high rating is that Intercom delivers on its aim to provide an intuitive user interface for support, sales, and marketing teams. Its layout and navigation are well-designed, making it easy for team members to quickly access and utilize its various features. Additionally, the platform offers a seamless experience when it comes to setting up and managing automated messaging campaigns, as well as handling customer inquiries. While there's always room for improvement, Intercom's current usability significantly enhances the efficiency and effectiveness of our customer engagement efforts.

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

The only issues I have had with LiveChat are the technical glitches within the program. These are not common as in everyday occurrences but when the glitches do happen they tend to have very negative repercussions. This is due to chats with customers being dropped, this may be an internal server issue though and may not happen for everyone.

Incentivized

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

Incentivized

Intercom stands out from Odoo due to its specialized focus on customer communication. While Odoo offers a comprehensive suite of business management tools, Intercom excels in real-time customer engagement, personalized messaging, and user analytics. Its targeted approach enhances customer satisfaction and loyalty, making it a preferred choice for businesses seeking advanced customer communication solutions.

Incentivized

I haven't use ZenDesk in a few years so I can't remember any pros or cons there, they were both pretty easy to use from what I recall, but we just so happen to use LiveChat now because of the user interface and instant reports. Maybe, set-up for ZenDesk was easier.

Incentivized

• Greater customer satisfaction with significantly reduced response and resolution time; keeps getting better since starting to use Intercom.
• Faster user onboarding is seen, especially with the product tours that promote self-serve learning. We've seen 100% self-serve onboarding for users of customers who did not have complex customizations made for their version of our application.
• Sharp rise in the open rate overall with the all-round engagement channels as opposed to the email only approach we had before Intercom.

Incentivized

• LiveChat has improved the time spent addressing issues and complaints posed to the customer support team by website visitors and website alike.
• It has saved us financial resource both in terms of the number of customer support agent we need to maintain and how we do not need to engage new employees in any form of specialized, formal training to introduce them to.
• Overall,because we are able to respond to customer queries faster thanks to LiveChat and due to the multiple integration option it provides my team, LiveChat has directly led to increase sales conversion.

Incentivized