Track all matters in one go
August 14, 2022

Track all matters in one go

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

Overall Satisfaction with Intercom

I use Intercom, more or less on a daily basis, to address several customer concerns, specifically on matters that involve billing. Sometimes, the customers have multiple concerns that include issues outside the billing process therefore I pass it on to other teams via Intercom by re-assigning the conversation to a team or a team member.

Pros

  • Re-assigning conversations to others.
  • Tagging people without having to transfer/forward the conversation each and every time.
  • Reports for analysis can be generated based on Intercom data.

Cons

  • Images sent by clients are not readily available on the body of the message - you still need to click on the attachment.
  • Greater customer satisfaction for ease of communication
Actually, it is my first to use such a platform. So I have no basis for comparing it with others but with my job and my tasks, I can say that Intercom provides well to get my job done.
As far as I was able to use it, Intercom provides reports for analysis such as how satisfied the customer was with the conversation and a report based on customer location. A report grouping who the mother account is, and all its subsidiary accounts.

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?

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 is very useful when you need to get insights from different people from your company without having to let the customer feel that they are being passed on each and every time. It also lets you track the conversation in one go. Also, you can see the previous conversations with the same person without hassle. Therefore, any duplications of concerns and tracking of progress can easily be done.

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