All in with Intercom
Anonymous | TrustRadius Reviewer
February 13, 2019

All in with Intercom

Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Intercom

We use Intercom as a chat, support and communication tool. It is heavily used by our Support/Experience team (much more than other departments) but is also used across the entire organization. With a client base of nearly 1,000, we were finding it difficult to keep track of "tickets" that came in through Zendesk. It was overwhelming and didn't provide the capabilities we needed to provide world-class service. With Intercom, we're now able to have real-time conversations with our clients and address their issues in a much more timely manner.
  • Easy user interface
  • Adaptable to several business needs
  • Not overly intrusive on websites
  • Easy to manage several users
  • Targeting messages appropriately
  • We often have several messages compounding on top of each other
  • I'd love if they could notify people who have not marked our announcements/messages/communication as read so that they don't end up having several un-related messages overwhelming them
  • When a thread is continued from a previous questions, I wish it was more obvious that the conversation had already been started with a particular person
  • Higher customer satisfaction
  • Faster response time
  • Better organization
  • Easier to hold team members accountable
Groove went through some serious technical issues, stopped selling, and decided to rebuild their platform entirely. That forced us to find a solution quickly and we chose Zen Desk. Zen Desk worked OKAY, but it was a huge learning curve for our experience team. For example, tickets would come in with the SAME issues that we would have to copy and paste a response hundreds of times; whereas with intercom we are now able to mass communicate the issue in the back end of their sites (in a far more personal way as well). Organization in Zen Desk was incredibly hard - it felt like a CRM.
If you need a way to mass communicate with your clients on your technology platform, this is a GREAT tool. Rather than sending a mass e-mail that often gets ignored, you can communicate an announcement, product update, upcoming event etc. when a client logs into the back end of their website. The beauty is they are in the right frame of mind to read this message, and we've found far less people in the dark with what's going on. I also love the ability to personally have a conversation with someone. If they are in need of a quick support fix that takes less than 10 minutes - it's amazing to be able to "instant message" them the answer right then and there rather than have them submit a form that establishes a ticket which gets pushed to the bottom of the priority list. At that point, they're waiting hours (maybe even a day) before they receive an answer that could've taken one minute.