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user appreciates Intercom
May 22, 2023

user appreciates Intercom

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

Overall Satisfaction with Intercom

We need to give our customers a way to communicate with us and ask for help. This is why we have intercom. It has also been a way to receive feedback, complaints and get alerted about tech bugs as soon as customers notice them. It's allowed us to make improvements and repairs.
  • allow us to access information about the customer we are helping
  • communicate with our customers
  • keep record of all interactions
  • allow us to search past interactions more easily
  • pop ups when a new message is typed by customer
  • remove the automatic close button on the chat widow
  • greater customer satisfaction
  • we receive feedback from customers to improve our product
  • we are alerted about tech issues with our app quickly and efficiently
I would love to be able to use it for voice calls. But it is very intuitive and easy to use. I like being able to unassign myself from conversations and assign them to others. I like being alerted if the customer has already contacted us recently so I know to read their past messages to see whats going on.
We have it integrated with Confluence and Slack

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

Good for offering tech support Not good for voice calls or videos. I wish I could get pop up notifications for new messages, I wish we could filter past messages by date. Mostly just the voice calls is what I would like to see so that our company doesn't have to use two different apps

Intercom Feature Ratings

Incident and problem management
6.7
Organize and prioritize service tickets
5
Expert directory
5
Subscription-based notifications
5
ITSM collaboration and documentation
5
Ticket creation and submission
10
Ticket response
10
Self Help Community
10.0
External knowledge base
10
Internal knowledge base
10
Multi-Channel Help
9.0
Customer portal
9
IVR
9
Social integration
7
Email support
10
Help Desk CRM integration
10

Using Intercom

15 - Customer Service Agents
15 - not many needed
  • communication
  • organization
  • feedback
  • training
  • moral
  • organization
  • recruiting
  • managing
  • teaching
It is a certainty

Evaluating Intercom and Competitors

  • Integration with Other Systems
  • Ease of Use
ease of use for our customers
I wouldn't

Using Intercom

ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Chat history
  • user information/data
  • assign / unassign
  • email. I couldn't find it the first time I used it, then I forgot where it was. Make that email icon look like an envelope.
  • searching through old chats
  • changing avatar

Intercom Reliability