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Providing Support with Real Human Touch Thanks to Intercom
December 05, 2022

Providing Support with Real Human Touch Thanks to Intercom

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

Overall Satisfaction with Intercom

We are using Intercom to support our users directly in their WordPress Administration area. Once they face an issue with their websites, they need to edit something or just consult - we are there for them. We are using Intercom's Messenger to interact and engage and Articles to provide self-service option.
  • UX of the product. Very easy and intuitive to use.
  • Focus on the one thing and doing it well
  • Vision of communication in the future
  • All support materials like Academy
  • Tickets. They are not 100% perfect.
  • Pricing. It's kind of not fits to our needs. (but we still use it - it's the best option)
  • Greater customer satisfaction
  • Shorter response time
  • faster customer onboarding
The UX is just convenient, easy to use, and nice to look at :) It just works as it should.
We have integrated Jira into Intercom, which works well for tickets, which becomes to be a small project. It's very easy to create Jira tasks from your inbox widget.
We chose the Intercom because of its human touch during the conversations. Other reasons were features and usability of the Messenger tool which our users' use in 90% of cases. The Zendesks chat is not good. Very hard to use. Doesn't have the necessary features ...

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

For providing support, it's absolutely the best tool in the market. It help's you to bring human touch into conversations and you hathe ve necessary context right in your inbox. Solving issues is fast and pain less. Where the Intercom is behind is sales. It just doesn't work as sales CRM. When you have more contacts, it starts to be kind of messy.