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Intercom is great for educating and supporting customers!
March 06, 2023

Intercom is great for educating and supporting customers!

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

Overall Satisfaction with Intercom

Intercom is the platform that we use to communicate and support our customers. This includes articles, emails, and chat support. Intercom allows us to connect to both Jira and Salesforce to keep everything in sync. I really like that we have several queues to work from and it's easy to set yourself away so that emails from customers are not sitting in someone's inbox.

We use custom bots to help direct users to the right queue/resource as well as targeted pop-ups in our app that point out tips and tricks for our users.
  • Communication
  • Keyboard shortcuts
  • Tags
  • Searching (the results are not easy to page through)
  • Filters (ex. I want to see all of the messages with the tag "kudos")
  • Greater customer satisfaction
  • Fast transfer of information (macros, and articles)
We do not use Intercom for sales/marketing, but we love it for support! It makes it easy to communicate and support customers within a single tool. We don't need to check multiple tools for alerts from customers.

It's great for communicating with our customers (schools) as well as their communities (students/parents).
We use several other tools with Intercom:
  1. JIRA for ticket management and tracking
  2. Salesforce for accounts and opportunities
  3. Calendly for meetings

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

Intercom is great when you need to message a subset of people. I can target people based on actions they have taken in our app so that our messages are more customized and useful to read.

Intercom keeps our conversations organized - we have different hours that we sit on the help desk so it's nice to have everything in one place.