Intercom needs customer ratings customization, and auto-import to CRM
Anonymous | TrustRadius Reviewer
January 07, 2019

Intercom needs customer ratings customization, and auto-import to CRM

Score 5 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Intercom

My former company temporarily used Intercom as a live chat tool with prospective customers. It was a lead generation tool to generate sales.

Goals, and business problems we wanted it to address:
  1. Manage all chats on our website for sales purposes.
  2. Automatically import all conversation to our CRM, the most common CRM that exists :)
  3. Manage a simple 1-3 CES (Customer Effort Score) with a custom range and editable question to our customers to rate their satisfaction with the chatter who spoke to the customer.
Intercom could handle #1 with grace, but could not handle #2 or #3 as of May 2018.
  • Handle proactive chat (appear on the website for the customer).
  • Handle reactive chat (customer requests a conversation, and agent replied).
  • Easy navigation for Intercom managers/IT support to see the range of options available to them for deploying the tool.
  • Automatically import all conversations to our CRM, the most common CRM that exists :)
  • Instead, our chat agents had to manually send every chat to our CRM after the conversation ended. This was not practical in a high-volume chat environment where agents would often understandably forget to import chats to our CRM after they were completed. If they missed this step, our customer data from that chat disappeared.
  • Manage a simple 1-3 CES (Customer Effort Score) with a custom range and editable question to our customers to rate their satisfaction with the chatter who spoke to the customer. Expensive external add-ons for Intercom could not meet this need, either.
  • Overall customization. This is an elegant tool only if you are happy with the pre-built settings.
  • We decided to cancel our pilot of Intercom because of our issues with it. We are continuing to use our prior chat provider until Intercom can address our 2 unresolved needs.
SnapEngage allows you to:
  1. Customize CSAT/CES/NPS scores and questions from your customers about your agents.
  2. Automatically import chats to your CRM.
SnapEngage is not a perfect tool but also allows easy stipulation-setting for when the chats should appear on different web pages. It also tracks these stats once they are live on the site.
Well-suited
  • Quick chat tool implementation in a low-volume chat environment where you do not need customizable settings.
Less appropriate
  • High volume sales or support functions where your agents might forget to import chats to your CRM.
  • Settings where you need customizable CES/NPS/CSAT customer ratings of your agents, especially if you need your scale your questions to align with other cross-functional departments in your company.