Item: Intercom
Rating: 9
Author: Nevena Pestanac

Use Cases and Deployment Scope

We use the intercom for advertising our services, for top-notch customer service, and basically more automation of our own work, so we can focus on more important things.

Pros and Cons

Customer service.
Developing new options.
Bots

Not all the updates work for all the customers.
Sometimes outbound is more difficult to include in the products.

Return on Investment

I feel like customer ratings could be differently included in the conversations.
Faster customer support.
Not sure how people feel about talking to the bots after continuously talking to a human, even though it does help our job.

Usability

I feel like it could be improved a little.

Integrations

It's now included on our site and it's quite easy to work with.

Alternatives Considered

osTicket and Zendesk Chat

Intercom is way out of their league.

Key Insights

Do you think Intercom delivers good value for the price?

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?

Yes

Would you buy Intercom again?

Yes

I love the interface and love how it works, it's easy to set it up and easy to include a beginner in the Intercom, but it is a bit more difficult to see what else you could improve on and include in your own services.

Do I have to.

Overall Satisfaction with Intercom