Great product for chat like support
February 22, 2020

Great product for chat like support

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

Overall Satisfaction with Intercom

We were using Intercom for customer service purposes at 2 of the companies I have worked at. It was used by customer support, product, and sales at the beginning and the end by customer support primarily. It was a good experience overall. We implemented it, so it's embedded on our website, and people can reach out using Intercom to our product team.
  • Easy to implement
  • Good chat option
  • Could have better targeting and reporting
  • Better ability to tag conversations
  • Fast SLAs
  • Chat like opportunity
Intercom very different because I think Zendesk is way more email-based and doesn't have that chat feature mentality to it. However, Zendesk does have much more robust reporting and tagging opportunities, which was very helpful for us. I would say they are both excellent solutions just for a different type of companies
Intercom is great for chat purposes and in companies where there is a need for fast support. It's excellent for short SLAs because it sets the expectation that the response will be quick. Great way to get the articles and FAQs as well. Overall a well-rounded support system