Item: Intercom
Rating: 8
Author: Aviva Chocha

Use Cases and Deployment Scope

We use Intercom as an interface gathering all customer's emails and calls. It helps us to get all information we need about our clients. The system of tags, the information linked to our administration, and the ability to use Zapier, Aircall, and many more tools made us the perfect tool.

Pros and Cons

Tagging
Inbox rules.
Seeing who's actually working on a ticket.

As a manager, it would be interesting to see live on which ticket each customer representative is working.
Communication about resolving bugs is nonexistent; we don't know if our suggestion is taken into account and how much time will it take.

Return on Investment

Increased communication in our sales and customer support team so.
Faster resolution of tickets.
Greater customer satisfaction.

Usability

Intercom is really intuitive interface to our support and sales team. I have less visibility to our marketing teams, but as I could merely touch it, it could be largely perfectible for that team. For the onboarding of our colleagues, it's very intuitive, and they can start to use Intercom on the first hours of their first day.

Integrations

It's one of the reasons we are using Intercom; it's greatly integrated with Aircall, even if it could be perfectible (I can not track ALL our calls, and we can't see the transcription of the call in notes of Intercom, but I need to go on the Aircall dashboard, but I guess the efforts are on Aircall side.

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?

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

Aircall, RingCentral MVP, Facebook Business Manager

Likelihood to Recommend

Intercom is well suited to finding information that your colleague gets about one lead or User. It's less appropriate when you need some report that you can not custom, and the different categories are really not clear. Nevertheless, for the communication with your clients and feature clients, it's really perfect!

With Intercom, our communication in the team about clients increased and answering to clients never been so easy.

Overall Satisfaction with Intercom