Intercom is built for fast, simple deployment of live Chat and Help Center
Updated May 04, 2023

Intercom is built for fast, simple deployment of live Chat and Help Center

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

Overall Satisfaction with Intercom

Intercom is used as a Help Center across all three of our products. In two of our products, it is accessed as a standalone Help Center. In one, it is accessed In-App. Additionally, we use Intercom to manage chat for both sales and customer support on our SaaS product. This tool is also used to house our Tips & Tricks Videos and Release Notes.
  • Chat within SaaS applications.
  • Creation of simple tutorials or articles.
  • Housing of training/customer-facing videos.
  • The ability to track and catalog service tickets by ID/Customer/Etc.
  • Reporting functionality could be stronger, I believe.
  • I believe that the ability to build out asynchronous learning plans.
  • Faster response times (average chat response time is under 5 minutes).
  • More easily tracked by the full organization than issues resolved via email.
  • Easier to engage prospects in a low touch way...leads to better conversations and vetting.
I have also utilized Zendesk and YouTrack for ticketing. Intercom was chosen because of price and ease of use. Additionally, if you are integrating chat into your application, it is easier to plug in than Zendesk.

I think that Intercom's ease of use and cost will likely outweigh some of the challenges (support ticketing).
If your product is simple and intuitive and your service requests can be solved in a quick chat, Intercom is excellent at solving customer success challenges. Additionally, the ability to recommend articles housed in Intercom is very valuable.

The searching is extremely helpful and easy to use.

Creating articles is SOOO easy. I can easily add video, images, text, etc. and publish the article quickly.

Using Intercom

5 - Customer Support, Implementation, Sales
  • Customer Help Center
  • Live Support Chat
  • Sales Chat