Intercom from customer support perspective
November 02, 2023
Intercom from customer support perspective
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Intercom
Intercom helps us categorize issues per product, this is particularly helpful when reporting on metrics & KPIs.
Excellent display of self-serve content for all our clients and the possibility to choose and filter audience that can see it.
Outbound allows us to proactively relay any widespread issues to the affected clients in a very efficient and interactive manner.
Outbound serves great for advertising new products as well.
Interactive chat bot that our consumers like!
Excellent display of self-serve content for all our clients and the possibility to choose and filter audience that can see it.
Outbound allows us to proactively relay any widespread issues to the affected clients in a very efficient and interactive manner.
Outbound serves great for advertising new products as well.
Interactive chat bot that our consumers like!
- Self-serve content creation
- Workflows editing
- Reporting
- Great customer support!
- Very interactive
- Reporting - for example, we would benefit if outbound conversations are included in the "conversations made" report. Often times we send credentials to our clients and they are not supposed to respond back, so in such scenario we cannot track and identify such conversations (only via tags).
- Macros to include email subjects.
- Including external recipients in conversations has issues every now and then.
- Send conversation number in automated email reply.
- Increased customer satisfaction
- Improved response time
- Improved resolution time
- Increased website visiting
We use it with Aircall, JIRA integration in progress. We couldn't find an optimal way to use it together with Slack though.
Creates conversations in Intercom and allows for tracking.
Very easy to integrate.
Very easy to integrate.
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?
Yes
Would you buy Intercom again?
Yes