Intercom helped my team become a supporting machine!
February 16, 2023

Intercom helped my team become a supporting machine!

Decland McPake | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Intercom

We use Intercom to provide instant support to our users on our technical SEO platform. Before we began using Intercom, my team would support users via tickets and emails. Most user queries now come through Intercom, allowing us to solve queries more efficiently and at a higher volume, leaving users much more satisfied with their experience. Being able to give real-time updates its massively beneficial to the user

Pros

  • Chat bot integration with our platform, allowing real time conversations with users
  • The ability to create knowledge base/help articles with complete ease. Fantastic UX
  • Constant updates and technologies being added. Ahead of the curve

Cons

  • More customisation options for messenger, allowing you to brand it your way
  • More customisation options for articles, allowing you to brand it your way
  • Greater customer satisfaction
  • Support being one of the things users praise most about the business
  • reduced queries and tickets being created due to platform education through intercom
Intercom out of the box is so user-friendly, my team were up and running extremely quickly after the initial set up, and as time has gone by its become an integral part of our teams day to day work. Now we have used it for a few years we intend to expand its use by adding more inboxes for other teams in the company.
Intercom is connected to a few different tools in our tech stack. User information is sent straight to our HubSpot. The Freshdesk integration allows us to create tickets from conversations that may take a little longer to resolve and the Jira integration allows us to create tickets for our Dev team.

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

Intercome is fantastic if you want to support users/customer instantly, either manually or by custom bots you can set up. Businesses looking to level up with more volume expected can take advantage of custom bots to manage the inbox.
You can also use Intercom to make your users champions of your product by creating help articles

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