Staying connected with clients through the user friendly Engagement OS, Intercom.
August 31, 2022

Staying connected with clients through the user friendly Engagement OS, Intercom.

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

Overall Satisfaction with Intercom

Generally, we use Intercom for our support. The product is integrated within our website for immediate support availability and for our Marketing reach outs. The product does give us more insight regarding where the client is coming from in regards to their recent history and pages that have been visited, which provides us with more Insight while trying to understand a client. Overall, I would suggest it to businesses who have a requirement for Support/Sale & Marketing tools.

Pros

  • Website Chat Support
  • Chat Bot
  • Survey
  • Marketing tool
  • Client Journey Reporting/Tracking
  • Client Business insight Management
  • Mobile Application usage tracking
  • NPS
  • Live Chat
  • Live User Availability

Cons

  • Internal Team communication
  • Deleted message, Disappearance
  • Updated Integrations
  • Greater Client satisfaction
  • Reduced response time
  • Managing Resolution time
  • Increased client engagement
We have all of the teams mentioned above, The support, Sales, and Marketing team using the platform for their own requirements and we are able to achieve what we are aiming for as the three teams work together on the same page, since data remains in one place. This helps us ensure that there is no product gap being created while different teams communicate with the same client.
We use a few tools along with Intercom and a lot of integration with our own website to provide easy insights into a customer journey. Using tools for chat surveys, Product Nps and Marketing helps us track and trace a client's journey effectively. InMoment survey is one of the integrations I'm familiar with as it falls more along the lines of the work I relate to.
I've used Freshchat a few years ago and I found the user interface difficult to get used to. But comparing how intercom fared against it would be unfair in a way since the only thing Intercom did differently is provide an interactive training session with the platform, while it was difficult to get used to Internal in-person training with Freshchat.

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?

Yes

Would you buy Intercom again?

Yes

I found it very useful when managing a client profile and the usability of our product. We have it integrated into our website/ Client dashboards and it has been serving its purpose as a very well-designed Client communication platform that unifies every aspect of the customer journey, from conversion to engagement to support.

Using Intercom

Marketing, Sales, and Support teams usually use the product the most. Relatively easy to understand, the functionality of the product makes training or mentoring other users of the platform easy and the Intercom certification takes it to another level considering its a product onboarding of its users that makes sure everyone's on the same page.
I honestly do not think you will require many skills to understand and use Intercom since the platform is very easy to understand. Yes, depending on which team you are working for and the functionality that you need to fulfill there will be a difference in the requirement of skills.
  • Marketing Reachouts
  • Live Chat Support
  • Interactive Live Bot
  • Client Journey tracking
  • Insightful data tracking for Sales teams
  • Using Inmoment Surveys to track Customer Satisfaction
  • API integrations to track user/client/lead journey
  • Bots
  • Chatbots might be one
We have been and will be continuing our journey with Intercom and nothing too concerning has happened that I have experienced or heard of that has us on the edge yet. If it ever happens it will be something along the lines of "Outgrowing" the use of need of the platform.

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