Intercom has re-defined the meaning of Customer Engagement
June 06, 2023
Intercom has re-defined the meaning of Customer Engagement
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Intercom
At Entytle, we recognize the importance of continuous engagement with end-users of our product, and with Intercom we're able to achieve that regardless of the channel of communication used (in-app, banners, emails, mobile, etc.) While our proactive outreaches are aimed at delivering tailored application experiences (from onboarding new users to assisting our power users), the Global Support team at Entytle leverages the powerful Intercom Inbox to deliver quick, seamless almost round-the-clock support. We've achieved 100% successful self-serve onboarding of new users by utilizing the Product Tours & event-based post messages and Robust private Help Center capabilities offered by Intercom. We're proud to say that Entytle's users experience a good level of engagement that we're able to deliver thanks to Intercom.
- The Outbound capabilities with all its features, especially catering to both modes of outreach, within and outside of the application help with providing all-round engagement.
- Integrations with several other tools
- Intercom's Inbox has been the pioneer of 'conversations' instead of 'tickets' in the field of Customer Support
- With the introduction of product tours, onboarding new users has become 100% easier, efficient and enabled self-serve even for complex CRM and SaaS based B2B applications.
- Ability to merge user profiles based on parameters or manual input so that the old users are no longer considered as new users should their customers undergo a merger/acquisition as their email address is renewed
- More and more best practices on how to best leverage Intercom features via use-cases, Intercom Academy, etc.
- Greater customer satisfaction with significantly reduced response and resolution time; keeps getting better since starting to use Intercom.
- Faster user onboarding is seen, especially with the product tours that promote self-serve learning. We've seen 100% self-serve onboarding for users of customers who did not have complex customizations made for their version of our application.
- Sharp rise in the open rate overall with the all-round engagement channels as opposed to the email only approach we had before Intercom.
Intercom is seamlessly integrated with our Official communications tool, Slack to enable our teams to work collaboratively.
Do you think Intercom delivers good value for the price?
Not sure
Are you happy with Intercom's feature set?
Yes
Did Intercom live up to sales and marketing promises?
No
Did implementation of Intercom go as expected?
Yes
Would you buy Intercom again?
Yes