Interested in Intercom!
July 23, 2019

Interested in Intercom!

Alexa Fuhrman | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Intercom

Intercom is being used for our customer experience team. We use it to speak with customers and to chat on our online site! It's very easy to use and I've never had any trouble dealing with it. This platform allows our team to divide up the work load by seeing who is available. We each have our own log in's under the company account. Overall, it is very customizable as well for what you want for your website.
  • Customizability is there! You can create your own unique chat experience for your website!
  • I think that the chat note taking and attachment options are great!
  • I like being able to see what co-workers have on their plate so I can help out in the best way I can!
  • At times it lags and needs a reboot which can be frustrating in a busy day.
  • I have noticed that sometimes when I log in, it shows someone else's name instead of mine in the Intercom app. I have to reboot usually to fix the issue.
  • I'd like to be able to work simultaneously with 2 brands in one chat interface instead of having to log in to two windows and click back and forth. It would be nice to have "tabs" for brands when using one page.
  • We have reached more customers by using this system.
  • We have been able to gain more employees since using this because it "created" a job for people to do. Chat with customers!
  • I have not witnessed any negative impact and I am not sure what our ROI would be since that is not my department.
I use all three of these platforms in unison so it is difficult to decide which is best. I do think that I like Intercom the best visually as well as it is very user-friendly. I would say that my least favorite one to deal with would be Talkdesk but that is because I use it the least. Zendesk is very easy to use for emailing customers. Basically, we have chat, email, and phones covered and connected with all 3 software.
When customers are on our website and they need help in a jif, Intercom allows me and my coworkers to jump right in and help them. No automated messaging system here! Just live people ready to help out our customers! Our company is an online rental company and our customers often have questions regarding the return of items or the shipment of items. The way we have intercom set up it makes it so quick and easy to link to their account and find out the answer to their question and send them on their way!