Excellent tool to provide great customer experience
March 03, 2023
Excellent tool to provide great customer experience
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Intercom
We use Intercom to generate business leads for our sales team and manage customer support requests. Our clients generally return to our CS team for some basic queries so we started with Intercom bots and FAQs to reduce our support queries. Slowly, we started using triggered messages to update related to our services as well. We have also integrated Satismeter with Intecom to trigger CSAT/NPS surveys to our clients to collect feedback about our service.
- Intercom has excellent product integrations with most of the products we use in our organisation. That allows smooth data flow across the products. We integrated Intercom with Satismeter to collect NPS & CSAT surveys.
- Intercom's FAQs page helped us in redirecting our users to common issues thereby reducing chat support requests
- Intercom News - We use this to push important updates or recent changes in our product
- Multi-language support
- It's not related to product features but the overall pricing definitely gets expensive
- Increasing our NPS by 20%
- Reducing customer support requests significantly over last 4 months
We use integrations a lot; we also have some custom-built integrations to push the attributes of the users. We also use Satismeter with Intercom to capture NPS & CSAT surveys.
It was a difficult comparision but we sticked to Intercom because of the overall chat interface that it provides. On top of that, Intercom has a great appstore to integrate the products that we were using earlier.
Do you think Intercom delivers good value for the price?
Not sure
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