Easy to Use for Communication!
August 21, 2018
Easy to Use for Communication!
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Intercom
Intercom is being used across our entire organization. It addresses three main problems: speaking with our customers, supporting our customers, and communicating with our leads. It also helps us always be on call for these questions through our mobile app.
Pros
- Intercom splits their chat really well. The chats are able to be split between internal notes and actual sent messages.
- Tagging works really well in Intercom. You can tag each user and can also tag users in messages/internal notes so they can directly see messages intended for them.
- Easy documentation management. You are able to find the help docs you need easily even during a chat message.
Cons
- They have custom icons which makes it hard to understand which buttons mean what. It can get confusing to the reader that the help docs and the chat messages all have the same icons in the UI.
- There seems to not be a snooze functionality when you are not on shift and don't want to be receiving messages from intercom.
- Some messages become notifications (push) and some do not. Maybe it is a bug right now but it is not as consistent as the email notifications are.
- 1 positive impact has been the connection we have had with our customers and being able to easily update them on new things for our software as well as quickly give support answers to them.
- Another positive impact is that we are able to answer the questions that new website leads might have due to not understanding or wanting further explanations and clarification of terms / prices listed on the site.
- Yet another impact we've had is the easy to search and find documentation ability on intercom. All documentation is clear and organized as well as standardized across the board.
Less than 10,000
Comments
Please log in to join the conversation