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Expensive Software But Does A Few Things Good
May 30, 2021

Expensive Software But Does A Few Things Good

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Intercom

We are using Intercom for our Marketing and Support teams. Marketing team sends out newsletters and sets up different campaigns for different purposes, whereas the support team uses it for handling customer queries via email and live chat option, escalating relevant queries or bugs to the technical team. The technical team uses it to gather feedback from customers.
  • Marketing Outbound Emails
  • Customer Support
  • Inbox Screen
  • Intercom Customer Support Team Responsiveness
  • Help Articles
  • Outbound Email
  • Inbox
  • Help Articles
  • Expensive
  • Good Security
  • Conversation Assignment Features and Preferences
  • Limited Reports in Basic Plan
  • Confusing Pricing Plans
We tried to switch to HelpScout in past however, that is purely for support and inbox management compared to Intercom which does a lot more and hence, our company had to come back to Intercom. We have not evaluated other softwares in the market yet because we already hold massive data in Intercom that would be hard to export, and import into another software.

Do you think Intercom delivers good value for the price?

Not sure

Are you happy with Intercom's feature set?

Yes

Did Intercom live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Intercom go as expected?

Yes

Would you buy Intercom again?

Yes

Intercom is well-suited for marketing, support as well as the technical team however, there are some issues that I would want them to address like the Inbox screen gets a bit messy, customer support responsiveness, and the help articles definitely need a lot of improvement. For example, [I feel like] the Inbox screen does not look good, needs better management when handling multiple chats. The emails in Inbox when received, do not look that great and appealing as much as live chat does. Help articles needs sectioning, and much more (not an expert in this area but surely it does need improvement).