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Flexible, Convenient and Efficient Communication Channel
December 08, 2022

Flexible, Convenient and Efficient Communication Channel

Harold Dimla | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Intercom

I work in an E-commerce company. We mainly use Intercom to assist customers in setting up their order, providing updates, and also supporting them if they had issues with the product they received, etc. We also built channels to it since we have lots of 'lines of businesses' which made our intercom workspace organized. And speaking of channels, we took advantage of them as well as a way of our own organization's communication in terms of legalities or finances. It helped us a lot to avoid bulky emails.
  • I love the Note feature, which helps us organize folks to share our ideas in resolving a problem.
  • Macro, this helps us to save our message templates. We also use this when we have seasonal offers that we send out to the customers through the convo. And for outages as well this is helpful.
  • Integration. Our intercom is integrated with Slack, Airtable etc.
  • Can provide us the data analytics we need.
  • I think the new GUI, needs improvement. It has fewer borders or lines. But I believe this can be improved.
  • I hope there will going to be some thumbnails one some file formats.
  • Their support should improve their response rate since taking long for them to reply.
  • Convenient and Efficient
  • Fast Response Time
  • Company Transparency
  • Data Analytics
I like the user interface of Intercom, as it was so organized. And the messages are not bulky, unlike regular email. It has themes and Gif functions that we can play with. For gif, it is something that is helpful when we're resolving an issue as it relieves tensions. For the new user interface, it can be improved, I just don't like the layout where it does have fewer borders.
We integrated Intercom with Slack. This is helpful as the messages can also be sent to our Slack workspace. Messages can come with intercom links which will redirect us to the intercom conversation. It's also a way for our company to rest assured that all queries will be addressed especially with the help of our other colleagues that are not active in Intercom like our design team etc.

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

Well, Intercom is what most companies all want. The simplicity of a communication channel where we can interact with customers and a comms channel for us organization employees. The setup is really something that is appropriate for us, especially for customer service, it's really convenient to have a convo with non-bulky emails. To be honest, I don't see any inappropriate aspects of Intercom.