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Intercom is a top tier front office comms platform.
Updated November 04, 2022

Intercom is a top tier front office comms platform.

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

Overall Satisfaction with Intercom

Intercom is used for all front office inbound customer service, collections, and customer success email inquiries. The teams use different tags and workflow routing rules to monitor and transfer requests to the correct response team. Inbound volumes, SLAs, handling time, and throughput are all measured via Intercom's built-in dashboard facility.
  • Email handling.
  • Routing.
  • Dashboard.
  • Workflow rules.
  • Would love to see Intercom become more of a full scale CRM tool.
  • Dashboard customisation and ease of integration with Power BI or Tableau.
  • Email handling.
  • IBM Watson integration.
  • Business rules.
  • Reduces front office FTE required.
  • Email aggregation into conversations makes it easy for audit purposes.
The differentiator for my organization was IBM Watson integration capabilities. We are eager to utilize chatbot, virtual agent, and live agent capabilities. Intercom is also very easy to use with a low code user interface and robust user guides, videos, and other training materials.

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

The intercom is well suited for email handling. We are currently experimenting with IBM Watson virtual assistant integration to automate customer responses at the first point of contact. Would love to see Intercom develop its own deployable plug-and-play customer inquiry funnels (via eForms, chatbots, etc) which companies could embed as a widget that would seamlessly connect to the Intercom hub.