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Intercom delivers what they promise - an easy to use, powerful tool.
July 06, 2023

Intercom delivers what they promise - an easy to use, powerful tool.

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Intercom

We use intercom for strategic communication with prospects and users. Specifically, we have moved our tech support operations completely to Intercom.
  • Enables onboarding through targeted messaging, checklists, product tours, and other embedded media.
  • Using shortcuts and macros we can efficiently work through live chat with our users. We can work collaboratively by tagging other users on our end. AI service further enables scaled support.
  • It's easy to maintain an internal and external knowledge base, which is also connected as a resource for the AI to draw from.
  • It's difficult to specify. Having a module to quickly view my CSAT stats could be useful - though I wouldn't be surprised if that is available and our team just hasn't implemented it yet.
  • Higher levels of customer satsifaction
  • Increased rates of one-touch and no-touch tickets
With very little initial training I was able to jump into our Intercom instance and begin my team's work. Collaboration within and across teams is easy. I am able to easily loop in sales and marketing when a prospect raises a technical issue or asks about a feature.
I might not have the full picture but Intercom connects with both Mixpanel and Hubspot, possibly other services as well.
Intercom's live chat allowed us to exceed the work we were doing in Zendesk

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

Our use case worked well - we needed to consolidate our customer success and support interactions with a tool that allows for strategic communication. Offhand I am unsure where it would be inappropriate.

Intercom Feature Ratings

Incident and problem management
9.7
Organize and prioritize service tickets
9
Expert directory
10
Subscription-based notifications
10
ITSM collaboration and documentation
10
Ticket creation and submission
9
Ticket response
10
Self Help Community
10.0
External knowledge base
10
Internal knowledge base
10
Multi-Channel Help
10.0
Customer portal
10
IVR
Not Rated
Social integration
Not Rated
Email support
10
Help Desk CRM integration
Not Rated