Intercom is a great tool and needs just a few improvements to be truly perfect!
October 31, 2019

Intercom is a great tool and needs just a few improvements to be truly perfect!

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Intercom

We use Intercom to communicate with our partners, which we have thousands of (hotels, airlines, car rentals, activities vendors, and so on). Intercom is a chat integrated on our website so that our clients can contact us and get an immediate response. When it comes to travel, emergencies happen all the time and our partners reach out to us all the time to investigate past/ongoing /or future travel issues of our mutual customers (travelers).
  • Immediate response
  • Great interface
  • User friendly
  • Usage of keyboard shortcuts
  • Doesn't consolidate conversations
  • Filtering is not thought through
  • No possibility to assign priority level
  • No tags
  • Takes more time to respond due to not being able to consolidate conversations. Not a realistic number of pending conversations again for the same reason.
I'm not familiar with Intercom competitors I can only compare to Zendesk. Unlike Intercom, Zendesk is email based support but it does an excellent job of sorting, organizing, and consolidating conversations. Intercom is amazing when it comes to immediate support, it's very smooth, and fast. No lagging whatsoever, it's impressive
Aside from not being able to consolidate conversations, everything else doesn't seem that much of an issue. I truly like Intercom, they're fast and super easy to use.