Item: Intercom
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

We mainly use this to interact with our customers in real time or through emails; this is one of our primary tools when communicating with our customers. It greatly helps us with our work. I really love using Intercom since it is user-friendly. The features that I like about this tool are that you can check your previous emails as well as see other emails or chats that your peers currently have. As well, the "macro tool" helps us a lot to have a faster response with our customers as we value their time and effort on reaching out to us.

Pros and Cons

Chatting with customers
Gettings email on time.
Multi channel between email and chat
Shared inbox
live view

Grammar correction's
Intercom Personalization
Translator

Return on Investment

Faster customer response
Greater Customer satisfaction
Best action for response and resolution

Usability

I gave 10 for intercom; this tool is very easy to use. What I mean by "Easy to use" is that there's no further clicking needed in order to provide the best service to your client. This is just like Facebook Messenger but with muscles. It really helps us do our tasks efficiently, and when we need to further investigate, there's a search button for recent or old communications from our guests. Which greatly helps us with any investigations into what happened or how it happened. So that there's no need for the customers to repeat themselves.

Integrations

We always use intercom, as this is one of our primary tools for communicating with our customers. When we need help with our chats or emails, we can always share the link to your messages or emails with your leaders so that they can see what is going on with those emails or chats for best resolutions or real-time analysis. It really helps us a lot, especially since there's a live review for the chats.

Alternatives Considered

Salesforce Commerce Cloud

I really like using Intercom rather than Salesforce, as we don't experience any problems with the tools and no errors when using it within the first year of using it. I am not seeing any issues when using Intercom, as we receive real-time email chats for it, and it is very user-friendly. Since Salesforce tends to slow down when there are a lot of cases up. but with Intercom NOO, there's no problem with it even if you have a lot of emails and chats open at the same time.

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

Other Software Used

Salesforce Commerce Cloud, Aircall, Slack

Likelihood to Recommend

There are scenarios where we need to have the customer reach out to us using email or chats, especially when we need proof from the guest, like pictures, or when we need to have them chat or reach out through email on a specific team that only handles emails. This is an appropriate response for our clients. I do not see any scenarios where intercom is not needed; only when the guest wants to have them called instead of chatting, I think. but overall, everything is good.

User Friendly

Overall Satisfaction with Intercom