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Yes, you can be in love with a system!
December 29, 2022

Yes, you can be in love with a system!

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

Overall Satisfaction with Intercom

We are using the Intercom for communication with our clients. This includes day-to-day conversations via chat and emails, email campaigns, and system notifications. We are also using a Knowledge base to write support articles and keep our clients up-to-date on the system changes. We use reports and tags in order to see where we should improve and what is working just right.
  • Easy user interface.
  • Many choices of communication (in=app messages, pop-ups, emails and etc.)
  • Quick and helpful support.
  • Keyboard shortcuts quite often cause actions to be done that were not intended.
  • Reports can be a bit overwhelming.
  • Greater customer satisfaction.
  • High response rate.
  • Much faster customer onboarding.
  • Less questions from customers due to Knowledge base.
It is very easy to use the system. The layout is clear. Many useful features You have all functions that customer service needs. It is easy to follow up on the conversation history with certain clients, easy to find contacts, and start messaging. The outbound feature is amazing because it gives many different communication options.
We do integrate with GitHub. It makes it easier to create tickets for the tech department directly from Intercom conversation.
Intercom is much easier to use. Even though HubSpot's Support hub is a fairly new feature, it lacks so much. It is quite complicated to use and lacks many features that Intercom can offer just for the focus of customer service.

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?

I wasn't involved with the implementation phase

Would you buy Intercom again?

Yes

The intercom works great if you chat with your clients. It is easy to keep an eye on previous conversations as well as have data on clients in one space. However, Intercom is not suitable for ticketing purposes. If you are looking for a system that would allow creating tickets - Intercom is not the right fit.