Customer Success is my main focus
April 20, 2023
Customer Success is my main focus
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Intercom
Customer support online chat Help center published articles email sendout Intercom helps us to offer a well structured help center with articles on our product to help our clients
- Easy to use
- Great interface to present our articles in our Help center
- Slack integration
- Multilingual help center should be available in any Intercom plans. At least the option of 2 language as a basic. We had to move to a higher plan $$ just to have this option
- Online support: when the bot gives a few choice, but none of them apply, it should always offer an alternative (ex: none of the above) and offer other choices or transfer directly to an agent to chat.
- I had a few experience where I had to open a new conversation to get the help I needed because I was stock in a loop with the bot
- Have better explanation/specification on the different feature that are included in the different plan/pricing. For example, what does the feature "outbound email" stand for?
- Allow to modify the pre defined segment
- It should offer a french online help (chat in French)
- Pricing structure
- reduced response and resolution times
We only use with Slack for now, but might use it with other eventually. We need to explore the options
Intercom is more convenient for the online help articles we can publish.
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?
No
Did implementation of Intercom go as expected?
Yes
Would you buy Intercom again?
Yes