Item: Intercom
Rating: 10
Author: Madison Gardner

Overall Satisfaction with Intercom

Use Cases and Deployment Scope

It is used as a support too. Our customers write in to our support team using intercom through our technology. On the other end, our support team handles the questions. We also send messages to our customers through intercom. It is used mostly by the support and marketing teams to communicate with customers.

Pros and Cons

Pros

Enables quick communication between our customers and us
Lets us tag conversations
Keeps all the information organized/let's us organize it

Cons

Looks a little old from our end -- could definitely be sleeker
Be able to assign conversations to other colleagues
Better linking options with other apps

Return on Investment

Increase our response time
Let us survey our customers on our efforts
Be able to "brag" about our response time

Alternatives Considered

Like I said before on a previous question, I have also been using the program Zendesk and we use it in conjunction with Intercom. I definitely prefer Intercom over Zendesk and also I know our team as a whole would like to move towards Intercom only usage. I don't know why the company initially bought intercom.

Other Software Used

Zendesk, Falcon.io, Podio

Likelihood to Recommend

Well suited: for support. It works amazingly for our support team. We have been using Zendesk but want to work to only [be] using Intercom because we like it better and think it suits our needs better. It works okay for communicating to our clients, but I think we need an option to have a more aggressive notification -- some times they miss our messages.

Comments

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Love Intercom -- works great for support.