The Best
Updated July 08, 2022

The Best

Becky Jewell Laughton | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Intercom

Intercom helps us automate answers to common questions and take work off the plate of our team. It helps us stay in touch with customers at lightning speed and deliver a solid, seamless customer service experience when our customers need it most. It's easy to use for our employees and for customers alike.

Pros

  • Automation
  • Ease of use
  • Mass Messaging
  • Data imports
  • Customer Experience

Cons

  • Native text messaging integration
  • Livechat
  • Custom Bots
  • Data Imports
  • Positive: Speed, time savings for employees
  • Positive: Speed, time savings for customers
  • Positive: Automation for customers
Zendesk is too cumbersome for my team and me. I haven't even gotten a Zendesk email as a customer without it double-emailing me. We chose Intercom because of its versatility, and the 'less is more' approach to conversations, as opposed to ticketing. Our customers are conversational; we don't exactly have tickets or requests.

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

Intercom is well suited to B2B and B2C situations. It's very useful for automating common questions at scale. If you're looking at 1000+ customer conversations a week, it's very useful in handling scale at this level. The only situation where I think it would be less appropriate is at a company where there are only 10-20 customers. Anything higher than 20 customers or accounts and Intercom is going to be useful.

Using Intercom

25 - Customer Happiness, Marketing, Ad Sales, Executive or C-Suite, Engineering
1 - We don't need too many people to support Intercom, just one teammate who can update technical aspects of Intercom like new SDKs for our mobile app.
  • Customer Intimacy
  • Speed
  • Bot automation
  • Ease of use for customer support reps
  • Bot automation
  • Surveys for NPS
  • SMS - new feature
  • SMS - inbound customer SMS
  • More bot automation or AI
We love Intercom and have been using it for years, it makes life easy for our customer support reps. Intercom is always adding new features and I feel like they are thinking about us, their customers, and what to make better for us. This year alone the SMS and Survey features have been so nice for us to utilize.

Comments

  • Eabha O'Sullivan | TrustRadius Reviewer
    Eabha O'Sullivan
    (Vendor Representative) commented 3 years ago
    Hi Becky, Thanks for taking the time to leave Intercom a review and such a nice one at that! I love how you have described that Intercom has helped you stay in touch with customers at "lightning speed". This is great to hear and I can see how this would be so useful and important at your company! Thanks, Eabha

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