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