Intercom - easy to use functionality, good personalisation and good reporting
Updated July 08, 2022

Intercom - easy to use functionality, good personalisation and good reporting

Jono Child | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Intercom

Intercom is used by our demand sales team, supply sales team, customer care and account management. It allows users to find content or get in touch with us via the right means and if that means is live chat it facilitates that in real-time.
  • Live Chat
  • Articles/Help Centre
  • Alerts/Banners to users
  • Flexibility for who to contact and how they respond - different bots
  • Reporting
  • Integration with Salesforce needs a bit of love
  • Being able to use properties of events to get details about the user
  • ROI for sales team increased dramatically both driving more leads and increasing the conversion of those leads
  • It reduced our email workload and solved more problems via articles for users

Do you think Intercom delivers good value for the price?

Yes

Are you happy with Intercom's feature set?

Yes

Did Intercom live up to sales and marketing promises?

Yes

Did implementation of Intercom go as expected?

Yes

Would you buy Intercom again?

Yes

It is very well suited for communication with customers, alerting customers to certain features or news and is a good space for customer to find help articles.

Using Intercom

25 - Sales and customer care. Sales mainly for our guests and customer care for both guests and hosts
1 - An understanding of processes and flows so you can build bots that direct people to the correct teams. Am understanding of your own product and where intercom would assist and what questions the user is facing then. Some technical knowledge to leverage events and triggers for more nuanced messaging
  • Sales
  • Customer care - articles
  • Customer care for issues that require human assistance
  • The use of banners to target very specific urls to offer discounts
  • Alerts based on events to point customers in the right direction for help
  • Articles for helping customers solve there own problems
  • Being available for a human to human connection
  • The new custom bot functionality which can call on a database to help customers get particular real time answers without human Interaction
  • A more detailed choice of who of our users sees intercom
It’s an easy to user low code product that is always evolving. There product team is innovative and their support team is responsive. It has been east to build a sophisticated use case internally with little help from Intercom as the product is easy to use

Evaluating Intercom and Competitors

Yes - Salesforce livechat - it required engineers to implement all changes and was not very sophisticated
  • Price
  • Product Features
  • Product Usability