Quick and easy support for small teams
Updated July 06, 2022

Quick and easy support for small teams

Thomas Harding | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Intercom

Intercom is used across our entire organization to manage customer support issues. It allows us to communicate in real-time with customers to identify, diagnose and resolve issues. We also use Intercom to automate communication on components of our onboarding process.
  • Support.
  • Automation of messages.
  • Integrates well with other tools.
  • Simple set-up.
  • Ticket management for product requests or bugs.
  • Improved customer satisfaction.
  • Faster ticket handling.
  • Reduced communication overhead - less emails!
We have evaluated Zendesk multiple times, however, ultimately, their lack of support for React-based apps meant that the cost of setup was not going to be worth it for us.

Zendesk also appears to be a number of products that have been haphazardly glued together rather than a single cohesive solution.

It does, however, seem better suited for complex ticket management situations, that involve coordination across multiple teams - i.e. support and engineers.
Intercom is well suited to teams that need to get a support solution live in a very short space of time. It took us less than 10 minutes to get it set up and running.

We have however found limitations when trying to manage ongoing issues or for categorizing feature requests - i.e. it does not handle complex ticketing needs particularly well.

Using Intercom

3 - We use Intercom primarily for chat support with our customers.
2 - Once set up, Intercom requires very little in the way of technical know-how to get set up and running properly. The main skillset required is an understanding of the workflows you are looking to implement to deliver customer support.
  • Chat support
  • Product explainers
  • Product updates
  • Using macros to automatically populate replies to common questions
  • Hosting how to articles
  • Sending customer update emails
  • Product tours
  • Renewal remidners
We have used Intercom since the inception of our business. It's simple interface has been easy for us to onboard new team members while delivering exceptional results for our clients. The only thing holding me back from giving a 10 is the cost of the product.