Intercom is the bees knees and I'm not just saying that for the buzz!
October 13, 2023
Intercom is the bees knees and I'm not just saying that for the buzz!
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Intercom
Live Chat Operations:
MyHSA employs Intercom's live chat feature to provide real-time assistance to its users. We moved from Zendesk as it was awful. Life has been better ever since. When users have questions or issues, they can instantly engage with a MyHSA support representative, or a custom bot! This feature facilitates quick problem resolution, increasing user satisfaction and trust in the platform (which is super important with insurance and health care).
Pushing New Products and Features:
Intercom enables MyHSA to proactively inform users about new products, features, and updates. Through targeted in-app messages, email campaigns, and push notifications, MyHSA can now reach out to the right users at the right time. This helps increase user adoption of new offerings and ensures users are aware of the latest enhancements.
Surveying Our Users:
MyHSA plans to collect valuable user feedback through Intercom's CSAT and NPS survey tools. By sending targeted surveys at appropriate touchpoints, such as after a user interaction or a product update, MyHSA hopes to gather insights into user satisfaction, preferences, and pain points. This feedback will inform our product development and customer service improvements.
Product Tours:
To onboard new users effectively and showcase key features, MyHSA will employ Intercom's product tour functionality. When users sign up or access the platform, interactive product tours guide them through the application, highlighting the most important features. This enhances user engagement and reduces onboarding friction.
Articles:
MyHSA maintains an extensive knowledge base with articles addressing common user queries and issues. Intercom's Articles feature helps organize, display, and share these resources with users seamlessly. When users encounter issues or have questions, support representatives can send relevant articles to assist them, leading to quicker problem resolution and empowering users to find answers independently.
FAQ:
Frequently Asked Questions (FAQs) are essential resources for self-service support. MyHSA utilizes Intercom's FAQ integration to maintain a dynamic FAQ section. Users can access this section to find answers to common queries, reducing the need for direct support interactions. This not only saves time for users but also allows MyHSA's support team to focus on more complex issues.
MyHSA employs Intercom's live chat feature to provide real-time assistance to its users. We moved from Zendesk as it was awful. Life has been better ever since. When users have questions or issues, they can instantly engage with a MyHSA support representative, or a custom bot! This feature facilitates quick problem resolution, increasing user satisfaction and trust in the platform (which is super important with insurance and health care).
Pushing New Products and Features:
Intercom enables MyHSA to proactively inform users about new products, features, and updates. Through targeted in-app messages, email campaigns, and push notifications, MyHSA can now reach out to the right users at the right time. This helps increase user adoption of new offerings and ensures users are aware of the latest enhancements.
Surveying Our Users:
MyHSA plans to collect valuable user feedback through Intercom's CSAT and NPS survey tools. By sending targeted surveys at appropriate touchpoints, such as after a user interaction or a product update, MyHSA hopes to gather insights into user satisfaction, preferences, and pain points. This feedback will inform our product development and customer service improvements.
Product Tours:
To onboard new users effectively and showcase key features, MyHSA will employ Intercom's product tour functionality. When users sign up or access the platform, interactive product tours guide them through the application, highlighting the most important features. This enhances user engagement and reduces onboarding friction.
Articles:
MyHSA maintains an extensive knowledge base with articles addressing common user queries and issues. Intercom's Articles feature helps organize, display, and share these resources with users seamlessly. When users encounter issues or have questions, support representatives can send relevant articles to assist them, leading to quicker problem resolution and empowering users to find answers independently.
FAQ:
Frequently Asked Questions (FAQs) are essential resources for self-service support. MyHSA utilizes Intercom's FAQ integration to maintain a dynamic FAQ section. Users can access this section to find answers to common queries, reducing the need for direct support interactions. This not only saves time for users but also allows MyHSA's support team to focus on more complex issues.
- Customer Service - the main key to us going to intercom was the Customer Experience! Especially after Zendesk repeatedly left us high and dry
- Customization - not all companies have the same needs and Intercom does a great job of customizing the platform from the user side so that we can make any changes we want!
- Marketing - I actually want to take part in the community, the ads and videos on Linkedin, and any webinars because Intercom has a casual and fun yet professional way about it.
- Lots of information and resources - hard to find succinct answers to questions
- some technical issues don't seem to be getting solved and require too much input from the user to have them looked into
- not sure yet as we just started and are going live Nov. 1
we don't use it in integration with anything else yet, but plan to later on!
It's the worst. Zendesk is from hell and Intercom is from heaven
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