Intercom, Great for High and Medium Touch Customer Support/Success
January 31, 2018

Intercom, Great for High and Medium Touch Customer Support/Success

Corey Calder | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Intercom

We use Intercom to provide an easy way for clients to engage with our support team. We also use it for targeted communications based on usage and for tracking usage data across our user base.

It's also a great way to track previous conversations and reference as needed when recurring issues arise. With the chat component, it's a lot easier to engage with the customer in real-time to answer questions or provide technical assistance.
  • In-app chat for clients/prospects on your website or in your app.
  • Track usage data and "last engaged" date when they were last in your platform.
  • Store and track historical conversations and issues customers have had
  • The UI is not as simple or as intuitive as I would like. Identifying all users within a single company and seeing who is engaging well and who isn't is possible, but harder to do than I would expect.
  • Tracking individual tickets or cases isn't really a functionality. You can track conversations, but not tickets. From my experience this has been the case.
  • A report displaying most common words or issues surfaced and by whom would be great to share with my team and leadership.
  • I don't have metrics, but I'm positive clients have loved the quick and easy access to our support team. I'm sure it has impacted our customer satisfaction and adoption.
  • Internal collaboration is significatly easier. If I need help from a colleague, they can take over or simply contribute to a conversation and see previous chats and pick up where I left off. This has helped our support and customer success team be much more effective and professional in keeping our team aligned and rallied around a client.
  • Intercom also provides a Knowledge Base setup that we've used and the updates from what we had before have been very well received by our customers. They've found answers to their questions on their much more frequently than they did before with the improved UI and simplicity.
Intercom is the best chat engagements software I've come across. I haven't evaluated many nor searched the market a lot. But I talk to companies every day and often recommend Intercom if they aren't already using it. Some companies merit a ticket tracking system and others prefer a human chat element, it depends on the business model. From my understanding and market perception, Intercom is a clear leader in support chat applications.
Intercom is great for high touch interactions with clients. If you want to have a human relationship with each user or account, this is a far superior tool than with a support ticket solution. It provides easy and quick access for any user/client to a human and can engage in a simple and easy environment.

Intercom does not do as well if you have a high volume of clients and want to automate most interactions and not have a human devoted to 1:1 interactions with clients. For large client bases, it may not make sense to have a human dedicated to 1:1 interactions with every client. Intercom best supports this human touch relationship.