Item: Intercom
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

We use it to manage support requests from our customers and I particularly also use it for surveys with users of our service. Through the reports, I monitor the metrics of our attendants and through the Surveys product, I conduct surveys to assess the satisfaction of our users. In addition, we also use the Contacts section to export customer data.

Pros and Cons

Organization of service queues
Outbound marketing tools
Automation of service tasks

Could provide a timeline of user account modifications directly in the conversation (side menu)
Improve the Surveys product, allowing automations, such as exporting data to a spreadsheet in real time.
Allow control of how many times the user can answer the same survey

Return on Investment

Cost reduction with service team
Increased customer engagement
Faster resolution of help requests

Usability

The reason for giving this rating is that Intercom provides a highly intuitive user interface that makes it easy for support, sales, and marketing teams to navigate and use efficiently. Its features, such as click, tap, or drag interactions, contribute to a smooth and seamless user experience. The platform's design and layout are user-friendly, allowing teams to manage their communications and customer interactions effectively. The availability of various communication channels and tools within the platform makes it a powerful and versatile solution for engaging with customers. While there might be some minor areas for improvement, overall, Intercom stands out as a top-notch platform for team collaboration and customer engagement.

Integrations

In my department we do not use any integration with Intercom

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?

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

Other Software Used

monday.com, Jira Service Management, Slack

Likelihood to Recommend

Intercom delivers great tools for its price. The engagement tools are excellent, as is the Messenger service.The Surveys tool can be integrated into web and mobile applications, which is great. Our automations done directly in Intercom also contribute strongly to the immediate resolution of requests in support, we are excited with the arrival of Fin to Intercom.

Intercom: A User-Friendly Marvel for Customer Engagement and Support!

Overall Satisfaction with Intercom