Agile support without the context switch
May 18, 2017
Agile support without the context switch
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Intercom
Intercom is used for rapid response customer communication, this includes support, customer success and to some extent engineering. It allows us to have a direct channel to our users with real-time response in the context of the application itself. Intercom also gives a coarse view of user and account health together with a profile of the account.
- Responsive in-app messaging
- Multi-participant discussions for support
- Realtime feedback on customer activity
- Reporting of interaction data is very limited
- No opportunity to CC email addresses into already started chat conversations
- No scheduled routing to allow messages to be sent to a particular engineer based on day of week or time of day
- Undoubtedly it has brought us closer to our users when compared to a traditional ticketing system
- Given us a faster response time
- Improved application utilization
Currently Intercom focusses on in-app messaging with a couple of add-ons such as a knowledge base. The core functionality is very good and provides an easy to use in application help service. The other systems mentioned are mostly ticketing based support, which whilst great for record keeping in a more regimented fashion, doesnt tend to lend itself to the agile and personal conversations typical of Intercom.
Less than 10,000