Add meaning to your support with Intercom
March 29, 2018

Add meaning to your support with Intercom

Kemal Ertas | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Intercom

It is mainly used for customer support, so the CS team and also the sales team. However, it is available to everyone at the company at large so that we can tag engineers in convos to solve issues as necessary. It makes sure that we get to customers as soon as we can with the correct info.

Pros

  • Collecting qualification information for leads
  • Educational content and templates to send to leads
  • API is strong

Cons

  • I'd like to see the user search get a bit easier, it sometimes can not match users
  • I do not like the snooze function
  • More personalisation for backgrounds etc., would be nice
  • Decreased churn
  • Identified pain points for customers
  • Differentiated us as number 1 in customer support
Well these are not competitors. They are essential pieces that need to be implemented together.
If you are looking for a way to reach your customers with engagement and also collect data about them Intercom is for you. I am not sure if it would be effective for smaller volumes or smaller customer bases. It should not be used for ticketing but be seen as an engagement platform.

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