Intercom vs. OTRS

Intercom is well suited to finding information that your colleague gets about one lead or User. It's less appropriate when you need some report that you can not custom, and the different categories are really not clear. Nevertheless, for the communication with your clients and feature clients, it's really perfect!

Incentivized

Invited by the Vendor

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• Intercom is great for tracking user engagement, support, and marketing. I love that you can see what a user is doing on your site and send messages (email or chat) based on specific criteria.
• Intercom is simple, easy to use, and great for website chats. It is very easy for customers to interact with.
• Makes your team very accessible, also makes the support process simple for the end users. Good integrations and useful statistics provided.

Incentivized

Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• Exporting conversations - we need to do this for things like customer disputes and chargebacks, however the export is a simple unformatted text file, which is not an acceptable capture of the threads as it can be simply edited. A clean and neat PDF export would be fantastic.
• Better/simpler spam and abusive user blocking, maybe based on IP address or sender domain
• A lower cost - there are many free/low cost platforms now, and I feel your costs are high

Incentivized

Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

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

Independently Invited by TrustRadius

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Customizability: Intercom is highly customizable, allowing users to tailor the interface to their specific needs and preferences. This can help to improve usability by ensuring that users have quick and easy access to the features and information they need most, this can be done by using Macros, generating custom events and etc.

Incentivized

Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

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

Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

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

Incentivized

Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

Intercom is much easier to use. Even though HubSpot's Support hub is a fairly new feature, it lacks so much. It is quite complicated to use and lacks many features that Intercom can offer just for the focus of customer service.

Incentivized

Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• 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.