Perfect For Small Companies Who Want To Quickly Offer Chat Support
June 09, 2019

Perfect For Small Companies Who Want To Quickly Offer Chat Support

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

Overall Satisfaction with Intercom

Intercom allows our support team to assist our e-commerce customers through the checkout flow without breaking our company's bank. It's reliable, stable, and easy to implement. We predominantly use Intercom by integrating it onto our Shopify pages. This allows our customers to reach out to us when they're checking out. By offering Intercom's elegant chat solution here we are able to increase sales and answer our customers' most prudent questions.
  • Intercom's ability to easily and quickly integrate into Shopify or a web page makes the out-of-box experience possible and easy.
  • Their support is attentive and helpful when you have any questions.
  • Their design elements are thoughtful and better than other chat tools. Out of the box, this makes your chat experience appear more professional and thought out.
  • I wish they offered integration with Zendesk so we could move chats over to email when needed. I'm not holding this against them since Zendesk is one of their competitors.
  • Their out-of-the-box design is great but further customization and personalization of their design elements to match our branding would be helpful.
  • It's allowed us to quickly offer a chat solution and increase checkout conversions on our e-commerce page.
  • Their pricing structure is ideal, where they don't charge by the seat. They instead charge by the number of chats. This is advantageous since it allows multiple members of our team to chat and our price only increases if our chats increase - not staffing.
The UI elements on both the agent and customer side make Intercom the clear winner against Zendesk Chat. Intercom allows us to quickly offer chat with an elegant design, which makes our brand appear more professional. If you view any website that uses Zendesk Chat, their chat portal appears historic in design which leads to your company appearing as if it's stuck in the past. The agent portal is also easy to use and navigate, unlike Zendesk Chat.
For a smaller company like ours, Intercom has been great from implementation until now. As we're a small company, the cost was a large factor when choosing a chat provider. Intercom makes it affordable to provide our customers with chat support as we grow. Their support has been great and they've always been there to answer any question that I have. Their customer-facing interface is designed very well and customers compliment us on it all the time.