Item: Intercom
Rating: 9
Author: Daniel Taradash

Use Cases and Deployment Scope

I've used Intercom in the past two jobs I've worked. Now, we use Intercom for most of my job in taking tickets and customer questions about the product once they have begun, as well as retaining members.

Pros and Cons

Tagging
Sharing
Visibility
Automating

Grammar Support
Giving non admins more autonomy
Bot could be better
Spamming

Return on Investment

Increase retention, customers who reach out and get support stay longer
Ticket deflection through the bot has helped, but could be better
CSAT is much higher since building out intercom

Usability

Very simple and usable, however, one thing that has gotten worse has been searching old conversations in the all archived messages and search recent conversations with customers when they open new tickets. This was very helpful for the whole team and has been much worse since the latest update usability

Integrations

We integrate Intercom with Salesforce mainly

Alternatives Considered

Mobify, now part of Salesforce Commerce Cloud, Adobe Acrobat and Evernote Skitch

Could be better for adding screenshots and making them more accessible to the sizing, also Front is the closest comparison and their self queing is really good how you can create smart logic and route tickets to the right team.

Key Insights

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

Other Software Used

Adobe Acrobat, Salesforce Experience Cloud, Shopify Plus

Likelihood to Recommend

For the right workspace, Intercom is great. I do believe that other platforms are better for end to end customer service (like front) and I wish Intercom grew out its platform - that said, for inbound it is the best.

CS associate review on Intercom - better than Front.com!

Overall Satisfaction with Intercom