Intercom helps increase customer satisfaction with real time chats
Updated July 05, 2022

Intercom helps increase customer satisfaction with real time chats

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

Overall Satisfaction with Intercom

We are a B2B SAAS company and Intercom is used for 3 main purposes: Live chat support on the platform Sending out feature update announcements on the platform Product tours for new users as well as new features getting launched for existing users Works pretty well for all of these use cases. Intercom also has chatbots and marketing capabilities but we do not utilize that much.
  • Chat support works pretty well
  • Product announcements, messages work really well
  • Integrations with other platforms in the ecosystem works really well
  • The pricing is really convoluted and difficult to predict
  • The reports are not very useful
  • The marketing capabilities are limited (Drift does a much better job at that)
  • Chat support
  • Product announcements
  • Product tours
  • Has increased NPS significantly; users get their questions answered in a matter of minutes with live chat support
  • New feature adoption has gone up - hard to quantify this metric as we use multiple channels - but works pretty well
  • Keeping track of tickets coming from chat is easy; helps faster resolution
The product tours in the Intercom were the reason for picking Intercom over Zendesk and Freshdesk. We are an end-to-end solution, almost an enterprise product - and that needs a bit of user training. We also keep releasing new features. It is not possible to train users in all of these over synchronous calls - the product tours help us create no-code walkthroughs when a user comes on the right page. Other service providers did not have this.

Do you think Intercom delivers good value for the price?

Not sure

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

If looking primarily for customer support purposes, it works pretty well. The chat is pretty smooth and integrates well with the platform. The integrations with other platforms are also decent. We use a ClickUp for support tickets and the integration between the two is quite smooth. We also use Hubspot as CRM and the integration there too is quite well. Does not integrate with Totango (CS platform) - that is the only integration drawback. Sending out announcements for new feature updates is quite smooth with good design templates.

Using Intercom

12 - All the team members using Intercom represent the customer success / support function. Chat functionalities are used by the chat support team. Product tours are used by the onboarding team. Announcements features are used by the product release team. Additionally, the growth team is planning on using chat bots on the website to expand usage to capture leads.
4 - 
  • You need someone from the development team to help integrate Intercom with the product.
  • You will need an analyst to extract reports from intercom, analyse them and report on performance of chat reps
  • You will need a content team to create help articles. This is an extensive task and requires continuous work
  • Help Centre
  • Chat Support
  • Product announcements and new feature updates
  • Product tours for onboarding
  • Onboarding of new customers with product tours
  • We are looking at capturing leads from our website using intercom
  • Conducting NPS by sending surveys as announcements
  • Using chat-bots to automate responses to user queries
  • Integrate with other support channels such as whatsapp, twitter, etc. to unify ticketing
  • Lead capturing and account based marketing
It's a very matured product with effective use cases. Help Centre, Chat Support, Announcements, Product Tours - all are very powerful and work really well. The only downside is the predictability of pricing. When deployed on the website, intercom calculates the monthly active users on the website and bills you accordingly - which can be very difficult to predict.