Item: Intercom
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

Intercom is the company's live chat channel, which offers 24/7 human support. As a SaaS company, we handle troubleshooting and technical tickets, onboarding chats on the product, and further administrative concerns in relation to accounts and billing. We handle a large volume of tickets daily in order to gather customer feedback, facilitate their experience with the product, track and locate bugs, as well as upscale the business with outgoing communication and pop-ups.

Pros and Cons

Clean and functional interface
Consistent up-time with minimal issues
Versatile messenger and bot options

Reporting and analytics

Return on Investment

Reduced response and resolution times
Increased engagement and adoption

Usability

I find that with every new iteration, Intercom improves the interface and features available. It's easy enough for different teams to be able to navigate it whether they are supporting customers directly or using other aspects like bots and outgoing messaging. Some of the messaging and instructions on the interface have room for improvement in terms of non-CS teams being able to take advantage of them fully.

Integrations

Our organisation uses Intercom alongside our Customer Support Quality Assurance tool to feed in chats for review through the API.

Key Insights

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?

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

Other Software Used

Klaus

Likelihood to Recommend

Intercom would be great for teams handling large volumes of real-time chat support. I find that it may be less suitable for Email support due to the way its email threads function.

Flexible and versatile solution

Overall Satisfaction with Intercom