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Helpful to manage customer support@
March 01, 2023

Helpful to manage customer support@

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

Overall Satisfaction with Intercom

We use Intercom for our Help Center and all Support communications. We see a couple of hundred tickets on a busier day and at least twice as many article views. Every email sent to one of our multiple email addresses or message using the chat feature on our website comes through Intercom.
  • Internal notes on individual conversations
  • website integrations
  • online chat features
  • reporting
  • customizable help center organization
  • SEO options for articles
  • Drill down analytics
  • Greater CSAT
  • Faster response times
  • Great saved reply library
I rarely have to write in to support to ask how to use Intercom. Whatever isn't intuitive (which is little) is well explained in their support articles.
We pipe data in and out of Intercom to and from several other platforms. Almost everything in our tech stack used to communicate with or track customers and their data integrates well.

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

It is well-suited as a customer support program for any online business. It does a great job of bringing all of your inbound messages to a single place.

Intercom Support

Their Support has vastly improved over the last three years. At one time, I waited ten months for a reply from a rep regularly spoke to. Now, however, they do a great job of getting back in just under a day!

Generally the Support folks to a great job understanding my problem right away and getting me the answers/solutions I need.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Support understands my problem
Support cares about my success
Quick Initial Response
None
No, I didn't find it important.
Tim Hackel has done a great job getting me slide decks and support to specific issues. On our first call he let me know that my issues with support were over and he (a sales rep) and the Support team were about to get us taken care of. He has never been late or not had a helpful answer!