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Getting the most out of Intercom
June 01, 2022

Getting the most out of Intercom

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

Overall Satisfaction with Intercom

Intercom is currently used to correspond with the customer with regards to products and services offered. Escalations are also handed between agents and support. Chats are assigned to agents automatically, which will help with ensuring that our customers are assisted in a timely manner. We also access reporting to ensure that all agents are performing optimally for the success of our business.
  • Allow the integration of other tools
  • Customize messages and ,macros that can better aid with responses
  • Give the ability to setup and review the team's volume in real-time through a live Dashboard
  • The customization of reports can be better streamlined
  • Provide more options to those not having Pro. Most options are available through a Pro subscription
  • They charge per head, but should give better pricing based on range.
  • Reporting
  • The ability to integrate another language tool when we expanded our business
  • Live monitoring of our agents
  • We did not have to hire agents who spoke different languages, we just integrated another tool
  • The ability to monitor agents working from home. The interactive dashboard was great
  • The Email Automation is great, as this helps to keep our SLA down

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?

I wasn't involved with the selection/purchase process

Did implementation of Intercom go as expected?

Yes

Would you buy Intercom again?

Yes

I work within the contact center and the Intercom is used to interact with our customers, both via email and chat. We have embedded chatbots into our website that allow our customers to have interactive chat sessions with our agents. While our business mostly handles English-speaking customers, we also communicate with different languages; however, instead of hiring for each language differently, we were able to integrate a chat translation tool that helps with converting the language. Our non-English speaking customers would never know that our chat representatives only speak English. Apart from that, the Intercom reporting tool is good, there is still room for improvement, but thus far, it has met our needs. If for any reason we needed more, we can always integrate a reporting tool.