Item: Intercom
Rating: 7
Author: Blessilda Bernabe

Use Cases and Deployment Scope

Intercom is a very useful and user-friendly app that helps you communicate either in chat or email. The best thing about Intercom is that you can filter your messages from newest to oldest, and you have the option to view the old and new chats or emails for your reference. I love every feature of this app. You can reassign the coming replies in case you have to be away. You can attach files and send an article for further details. It is very reliable and easy to manage. Easy access to details and its features I would definitely recommend this to anyone, especially in the corporate world.

Pros and Cons

You can opt to just show the recent chats or email
You can always read back the old chats and email
Can attach any files and articles for references

Outbound messaging should be improved
Should be more attractive interface
Should have more ready to use macros

Return on Investment

Increased customer service satisfaction
Faster communication and engagement
Positive return of investment

Usability

I rate the Intercom app as 7 when it comes to usability. Technically, it is user-friendly. It has great features and details. Easy access and easy to explore. This app is great for companies in terms of communication and engagement. Very flexible. The young and old professionals will learn to love this app due to its simplicity and ease of use.

Integrations

The intercom app is integrated with other systems like Aircall. They are reliable with each other. While you can communicate through Aircall, the details or information of the caller will show up in Intercom. You have the visibility of who is calling you such as their name, the phone number they are calling from and the time they reached out to you.

Alternatives Considered

I prefer Intercom compared to other apps because of its features that are very helpful in doing my job. The app is user-friendly, and the interface is easy to access. It has visibility for other team members who are working on the same app, and if they are working on the same case that you are currently working with. You can easily transfer conversations that may be handled by other relevant teams.

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

Likelihood to Recommend

Intercom is well suited for beginners as it is very easy to use and features are easy to access. You will see how many chats or email you have on your bucket and you can reassign those that belong to the proper department. You can see who are active teammates and who are away. You can also join or see the active cases of your teammates which you can learn from their conversations which is somehow awkward or practices less privacy because of this.

The best chat solution

Overall Satisfaction with Intercom