A very intuitve and inteligente system that works for companies from all sizes.
December 09, 2022

A very intuitve and inteligente system that works for companies from all sizes.

Anamaria Rodrigues | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Intercom

Customer support, KPIs, writing articles to Help Center, asking clients for feedbacks, creation of tour guides, creation of macros, and contacting clients through e-mail. It's a very intuitive platform and helps us as a company to keep all information organized. We can see and share all metrics from the articles and have guidance on where to focus according to the information that Intercom saves.

Pros

  • Metrics from all users of the company, including first response time and a overall time of response
  • Metrics from written articles
  • Possibility to create tour guides
  • Custommer service always available for consults

Cons

  • Some improve at the notifications settings could be done
  • The snooze system at the chat could be more trained to understand how we usually snooze chats at intercom
  • The automatic snooze system could have more options, like a customized one
  • Greater customer satisfaction since we can share documents and links to meets and a lot of other information quick and easy
  • Reduced response time by letting us create rules to the types of chats that we receive
It's very easy to understand Intercom, and they also have an academy to explain how they work and all the functions and ways to use the platform to increase productivity. The support is always ready to answer any questions, and they are very fast in their response time. Overall a very intuitive platform.
We integrate Intercom with Canny, Calendly, Macros, Articles, Gifs, Surveys, Tickets, Pipedrive, Salesmachine, Stripe, Linear, and a lot of other apps. They are very easy to integrate and work really well with shortcuts, reducing the time of response to the clients and improving our communication by giving the option to have every information centered in one channel.
Intercom has all the options centralized in one space and gives us more information about the work done. It's the best option to chats with clients so far, it's possible to integrate with other apps, and it's easy for the client to ask for and receive information. The other apps are all very good, but Intercom has a learning machine system that improves day by day.

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

Intercom works very well with covering the needs of our support team; it's easy to integrate other apps and share information through the chat with clients. It also helps us with the task of writing articles, since it gives us metrics from previous articles and helps us understand what our clients are really looking for in our platform, so we can improve and be more effective.

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