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True to experience review
June 21, 2023

True to experience review

Cristine Kaye Masucol | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Intercom

We use intercom on our daily processes. We chat and support our members by chatting through intercom.
  • Interface is good, at first I preferred the older version however as I use the new version I can say that it has good interface than the previous one.
  • constant update of intercom to help us communicate with our members and to locate the information we need in order to help.
  • I really love the new update on the intercom as it allows me to locate the information's needed to assist our members.
  • The time on chats, sometimes when we chat using intercom the first chat or message I sent was 2 minutes ago and I have replied again after that however the time indicated on this new reply was same as the time on the first reply.
  • Agent Aux stage, I would like to have a page or access to see what are the aux's that I have already done.
  • I like how easy it is to spot the user data needed to assist our members.
  • Love how easy it is to link articles on the chat that will help both us and the customers.
  • I like that the sales force or the tickets is already connected on the chat
It serves its purpose it does helps us in support, sales and marketing.
It has a wonderful design, I love how interface and how the tools we need is already located on the side of the chats. Help us solve concerns in fastest way and to check the needed information to further assist the members.

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

Intercom helps us communicate with our members. I like how the information's needed when I need to assist the mbr is already included on the functions. User data is directly seen once the chat is connected.

Intercom Feature Ratings

Incident and problem management
8.2
Organize and prioritize service tickets
8
Expert directory
8
Subscription-based notifications
8
ITSM collaboration and documentation
8
Ticket creation and submission
9
Ticket response
8
Self Help Community
9.0
External knowledge base
9
Internal knowledge base
9
Multi-Channel Help
7.8
Customer portal
8
IVR
7
Social integration
8
Email support
8
Help Desk CRM integration
8

Using Intercom

250 - Customer Service

Using Intercom

ProsCons
Like to use
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Creating a ticket
  • Able to view the tickets that was created for the mbr that we are chatting with
  • Love how we can easily obtain or see the informations needed to assist mbrs.
  • The aux, I would love for us to know the list of aux's that we have done.