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Intercom - real time response builds real time business improvements
Updated October 21, 2022

Intercom - real time response builds real time business improvements

Susan Hurrell | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Intercom

Intercom lives on all four of our product sites, to allow us to communicate with prospects, clients, and admins/end users. In addition to synchronous chat, we use it to broadcast communications to select recipients. It is used by our sales/business development team, as well as our Client Care team.
  • synchronous communication
  • easy-to-deply chat bots to manage conversations
  • greatly improved interface for ease of use
  • data analysis and reporting could be better
  • More than one "sound" alert when a new chat starts - in an age of headphones, and online meetings, sometimes the single chime that a new chat has started gets missed.
  • editing and archiving of communication pieces could be improved, more editing options for past post titles, etc.
  • multi-person inbox to ensure rapid response
  • chatbots and templated/editable resonses
  • ability to send communicaitons via Intercom
  • Positive - better customer service and client relations due to synchronous and managed asynchronous communications
  • Negative - pricing / value for service ration is changing (for us)
Does not allow for live chat, only bot-driven resources based on keyword algorithms

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

It is a rare business day that we don't interact with someone via Intercom. It allows us to answer sales prospect questions, as well as help provide real-time support for our clients/admins and end-users. Chatbots allow us to provide high-level resources and redirect them to appropriate website pages that might be helpful - when a person-to-person isn't really necessary - helping them get what they need as quickly as possible. Macros in chat speed up conversations with templated greetings/closings that can always be edited before pressing send. As a customer/visitor on other sites, I am more confident that I will get good service when I see that Intercom powers their chat.