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An Exceptional Customer Service Tool
June 11, 2022

An Exceptional Customer Service Tool

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Intercom

We use Intercom on the Business side to provide in-app, live customer support. The business problems that this software addresses are numerous. Prior to Planhat, we had to use an email-driven support setup - this leads to problems as many of our customers don't want to have to leave our app to get support, and it's not instant. Additionally, Intercom's in-app overlay provides a great experience for the customer, in that it is clean, and just a good feeling for the customer as it's almost like we are always right there with them.
  • Its in-app overlay is both minimal, but also attention-grabbing. Our customers always know how to get ahold of us.
  • Intercom's instant messaging platform allows to quickly drag and drop screenshots as well as a giphy menu, leading to a great customer experience.
  • Intercom provides great reporting and blasting capabilities.
  • Email Blasts: recently we've been told that we won't be able to email blast if our customer base's email failure rate does not decrease. This is something that is largely out of our control and it would be nice if Intercom would just create logic on their end to ignore these instances.
  • Their customer support could have a faster response time. Given the industry we are in, it'd be nice to have prompt customer support. It can take an hour or more to get a response through their own software.
  • Can't think of anything else!
  • Support
  • Simplicity
  • Automations
  • Integrations
  • Intercom has been a big part of our customers recognizing us as having some of the best customer services in our industry.
  • One drawback is the price, but it's likely because they know they are a premier product.

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?

I wasn't involved with the implementation phase

Would you buy Intercom again?

Yes

Intercom excels at providing our clients with a simple and streamlined way to contact support with just a few clicks. They also offer a ton of integration support, which helps us help our clients at an even higher level. Additionally, Intercom offers fantastic reporting metrics and also has some quality of life automation that detect FAQs.