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Best support solution on the market. Not perfect, tough.
February 13, 2023

Best support solution on the market. Not perfect, tough.

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

Overall Satisfaction with Intercom

We use Intercom for technical support and customer relationship. We are moving from another support solution to gain more productivity (bots, rules, etc), have more visibility of problems (reports, views, etc). In the future we plan to upgrade adding the Engage feature also to help our customers onboard our solution.
  • Bots are very customizable and reusable
  • Usability of the interface is very good
  • Vast and detailed documentation
  • Articles
  • Tickets
  • Rules
  • Slack integration
  • Reduced resolution time
  • Faster replies with macros and actions
  • Better understanding of problems and needs with bots and reports
The interface is very easy to use and understand. It doesn't deserve a 10 because the side menu keeps collapsing on every page change and is very annoying. Could improve in menu navigation overall.
We currently use along side with Slack and Hubspot. Could improve the Slack integration so that replies to internal notes could happen inside a thread in Slack, just like Zendek does. This is VERY practical because only the support team that interact with customers have access to Slack. The Engineering and Product doesn't but could easily help with some questions that show up in the conversations. Benchmark with Zendesk on this!
Intercom has more features and is way easier to use and setup.

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

Pros
  • The chat widget works really well for both messages and articles
  • Bots are really easy to configure and reuse
Cons
  • Rules are too limited. Would be nice to send a message to a user based on some triggers.
  • Article sections are limited. At the end of each article, it would be nice to suggest other articles based on tags or any other criteria of similarity.
  • Views on Inbox are too limited. Would be nice to create filters almost like reports to list conversations and share with collegues.

Using Intercom

20 - Support and Customer Success teams
2 - Head of CX and Support manager
  • Support customers
  • Customer requests
  • Create product backlog based on user feedback
  • Connected to internal systems
  • User onboarding
We are very satisfied at the moment but cost may be an issue.

Evaluating Intercom and Competitors

Yes - 
  • Live Agent
  • Zendesk
  • Product Features
  • Product Usability
  • Product Reputation
High price was the only point that set us back a few years before moving to Intercom.
Wouldn't necessarily change but would be more rigorous with the setup process that was very painful with other tools.

Intercom Implementation

The implementation was surprisingly easy but we are having to adapt from our old process to work well with Intercom.
  • Implemented in-house
Change management was a big part of the implementation and was well-handled
  • Different approach to support and tickets compared to other tools

Intercom Support

Slow in replies.
ProsCons
Good followup
No escalation required
Support cares about my success
Slow Resolution
Slow Initial Response
No. Didn't know it was available.
The documentation is fantastic and is something we can completely rely on.

Using Intercom

ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
None
  • Bots
  • Inbox
  • Rules
  • Tickets
Yes - Good for replying conversations on the go. Nothing else.