Is there anything better than Intercom? Can't imagine my day without it.
September 14, 2022

Is there anything better than Intercom? Can't imagine my day without it.

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

Overall Satisfaction with Intercom

Is there really any replacement for Intercom? I don't think so. It's such an indispensable part of my daily workflow. As a customer-facing engineer, Intercom has all the tools for me to manage timeline responses to customer issues as well as internal tracking and follow-up. It integrates with everything else we use, as well, like Salesforce, Loom, and Jira, so it's a great tool for managing customer communications and troubleshooting.

Pros

  • Customer communications management.
  • Third-party integrations.
  • Reporting and insights.

Cons

  • Read my mind?
  • Voice control?
  • Really, it doesn't need much.
  • Reduced response and resolution times.
  • We have a 9.8 customer support rating on G2 - Intercom allows us to be FAST.
  • Greater customer satisfaction.
I can't give it a ten yet because I'm still getting used to the new inbox. That said, I do find Intercom pretty intuitive and have managed to find new features over time. Like, it's really easy to use right off the bat. But it's also flexible and extensible enough that, over time, you can start to adopt new features and extensions to make it even more powerful. So I'd say the balance between usability and extensibility is quite a on point.
We display Salesforce account and user data in the sidebar with every conversation that comes in. We also use the Jira integration, so if I need to make a formal Engineering bug report, I can do that with just a couple of clicks. I also send video instructions to customers, so the Loom integration is helpful.
We used Zendesk at my last company and don't use ZD at all at my current company. Our customers love love love our fast, bot-fee cs/help. You can set up bots in Intercom, but we only use automated routing. We like to give a human touch. We haven't yet exploited the ability to serve customers relevant articles, but that might be useful to you as your scale your CS ops.

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

You kind of have to have an Intercom these days-- everyone expects the ability to reach out via live chat (or almost live chat) when they visit your company's website. The fact that Intercom is so immensely useful above and beyond just providing live chat is super important to us. We run all of our customer technical troubleshooting through Intercom (we don't use Zendesk, for instance), so the fact that we can create our own tags lets us track the issues that are coming up most frequently and the fact that we can build custom reports around our performance as a team has been super useful as well.

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