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Intercom is a must for support and sales alike!
August 29, 2017

Intercom is a must for support and sales alike!

Stratford Canning | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Intercom

Intercom is being used across Customer Success, Customer Support and Sales. Its primary function is as a support for our clients but since we added it to our website we have had a few very strong scoring leads come through. It allows us to quickly and efficiently respond to all queries, support or prospect.
  • It is extremely good at enabling us to quickly and efficiently respond to all incoming queries.
  • It captures all the historical data of the users making it easy to look back at previous engagements with the customer.
  • You are able to easily allocate and copy in other teams and team members. Great for cross team collaboration.
  • The reporting is accurate and very sophisticated.
  • It's a little complicated to get to grips with. There are almost too many features and can be overwhelming.
  • It has provided us with a consistent and active pipeline of inbound leads.
  • It has enabled us to respond to technical issues immediately improving our support rating and overall customer success score.
HubSpot has some great features that Intercom doesn't. They provide different services but there are some crossovers, we ended up using both! TeamSupport was a good competitor but didn't provide the support that Intercom did.
25,000 to 100,000
B2B
When a prospect messages in via Intercom we can get notified immediately and pick it up very quickly in real time. This means we pick up prospects when they are most engaged and likely to respond. It's become invaluable in providing a steady stream of inbound leads.

Only issue is when someone messages in from our website and we don't have any details other than the email. We might be wasting our time engaging with what we think might be a lead but it actually is someone who is not a fit.