A great tool to engage customers
Updated June 06, 2021
A great tool to engage customers
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Intercom
We are an Ed-Tech Start-up. We provide courses on various topics like App development, website development (Frontend and Backend), Cloud, graphic designing, UI/UX and many more. As a client focussed start-up it is very important for us to resolve queries immediately or as soon as possible. After all client satisfaction is our prime motto. Earlier we used to ask clients (mainly students, speakers and instructors) to contact us via email or, in urgent cases, call us. Now the problem with the calling feature was we used to get a lot of spam calls. It wasted our time and also reduced the chances so solving important issues, and in email too we faced such issues. Through email, we wanted to solve issues immediately, but with a large no of queries, we needed some other option, something that could give [us an] instant solution and which can help us separate spam messages from the relevant ones. That is when we started using tools like Intercom, Tawk and Fresh Chat, Live Chat.
- User friendly and easy to use
- Chances of increased collaborations within team [can assign, forward messages ]
- Helps in providing support to clients without juggling or moving between multiple apps
- It has helped us Increase the visibility of client conversations across our team [HR team, customer support team, operation team]
- Customization can be improved
- Filters like closed queries through date/time can be improved/added
- Pricing model is a bit confusing
- Filtering messages based on the department that needs to answer them
- Quality, fast, efficient customer support feature
- Ability to use the bot feature (pre-recorded messages)
- It has helped us improve customer satisfaction, thus ensuring more students and instructors.
- Reduced time for solving queries and also less burden on team. Has also helped us improve the rate at which queries are being solved.
tawk.to is better than intercom when it comes to ease of use, setup and customer support, while Intercom is better in terms of features like notification, targeted emails and database. Live Chat when compared to Intercom is again useful in terms of ease of use, setup, admin usage and quality of support. Zendesk is mainly used by Mid-market businesses (due to its pricing) though I won't say start-ups don't use, since we had the opportunity to use it for over 6-8 months.
Do you think Intercom delivers good value for the price?
Yes
Are you happy with Intercom's feature set?
Yes
Did Intercom live up to sales and marketing promises?
Yes
Did implementation of Intercom go as expected?
Yes
Would you buy Intercom again?
Yes
Evaluating Intercom and Competitors
- Price
- Product Features
- Product Usability
- Product Reputation
The most important question for any live chat software is does it solve our purpose? can it help us increase our efficiency in solving queries without causing much trouble and also solve the issue quickly. If we are about to spend money on such software's will it be beneficial. This is something I had in mind when choosing interncom.
Based on my usage I feel intercom is doing a decent job. When I first decided to use it I did not have much idea how it will work, but after reading reviews, consulting with team members I think it has done a great job. When it comes to live chat software intercom is one you must try.