Powerful and fast for modern teams
February 02, 2023

Powerful and fast for modern teams

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

Overall Satisfaction with Intercom

We use Intercom as our main messenger on our website, and also the Help Center tools to offer support to our customers seeking support. With Intercom, we’ve decreased our customer response time by over 100% without adding to our team, and have been able to offer our customers more consistent and reliable support.

Pros

  • Inbox Management for internal support team is incredible.
  • Resolution bot is powerful and effective at solving common inquiries with no need for a human to have a touchpoint.
  • The inbox is easy to use and intuitive for customers.

Cons

  • Their reporting tools for custom reports and default reports aren’t super advanced, and would love to be able to dive into my data further.
  • Reduced first response times by 100% in our first year compared to our previous tool.
  • Increased customer engagement on our site and boosted sales three-fold.
Really amazing interface and tools that anyone can pick up and use quickly. Speed is definitely a major advantage when working in Intercom.
It integrates seamlessly with Jira (our project management and bug reporting software), so we can easily keep track of the status of bugs and issues customers are facing.

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?

Yes

Would you buy Intercom again?

Yes

Intercom is incredibly well suited for businesses that need to reduce their response time to customers, and that need a quick and easy inbox tool for serving customers quickly.
It’s designed and operates will for business that may have common inquiries that are the same, and can be guided by pre-made bots.

It’s a little more difficult to make use of the bots when your services and products are complex and changing a lot. Would require a lot of updating, and a lot of bot training and nuances built into the bots.

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