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A tool that makes support easy.
January 25, 2023

A tool that makes support easy.

Wojciech Wardaszko | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Intercom

We have an intercom widget inside one of our products to provide instant-ish support, and also on our website. It's customer-oriented. We use Intercom for chat operations and gathering basic information about the customer's instance to identify them and provide personalized support. Since it's embedded directly in our SaaS product, thousands of people see the widget icon every day, but the interactions are few.
  • Letting people come back to their past conversations in chat.
  • Identifying customers based on internal IDs, so the service can be personalized without accessing any PIIs.
  • Pushing notifications to the whole user base in one go.
  • Intercom offers chats, but they are not treated like text calls - there is no continuous ringing or dynamic assignment of cases. Things that would help make Intercom chats instantaneous are missing.
  • On lower tiers reporting is really limited, so much I personally never use it.
  • Prices for feature packages are quite high.
  • Increased CSAT.
  • Reduced response times.
  • Broadened access to customer service.
I can only speak about support operations, but the interface is really easy to use and clear. The shortcuts allow for very fast and smooth navigation and handling, which can come in handy in high-load environments. The only drawback is the absence of highly alerting features that would enforce immediate actions from agents, but it's not a must in most support operations.
We integrate with Jira, and it works really well - we pull the user ID that is used to identify the user without using PII, Jira instance URL for improved error and licensing investigation.

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

If you need to offer chats that can replace or supplement email support, Intercom is the right tool. It offers a very nicely designed widget that lets you not only have chats with customers but also deliver knowledgebase articles, announcements, blog posts, surveys, product tours, and checklists. The small widget can expand to a very functional hub. If you need chats that are treated like calls - someone available has to pick them up ASAP, and if the first assignee doesn't it goes automatically to the next round-robin; this is not the tool for you. The intercom will let you know that there is a new chat with a gentle ping that lasts for less than a second - really easy to miss.