Item: Intercom
Rating: 9
Author: Medolago Alessandra

Use Cases and Deployment Scope

Customers write in chat to seek support while using our software, and we reply live except for the night time where we take advantage of the automation and the "robot" (as we call it) responds to the customer.
I find it a very good tool to have while assisting clients

Pros and Cons

managing chats it's easy
integrations
macros and faqs are awesome!

write a response and program it to be sent at a later time
make it clearer when we are live and when the robot is
preview what the customer is typing before he sends the message

Return on Investment

greater customer satisfaction
reduced response time
increased self-solving tickets

Usability

the customers often don't understand that they are opening multiple chats for the same question over and over. It would be best to make it clearer that they need to open one chat at a time

Integrations

tickets, social integrations, now external emails were introduced and we appreciate it

Alternatives Considered

Customerly

my boss chose. But I like intercom more, a part for the fact that with Customerly we could see what the customer was typing

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

Slack, Pipedrive, Tally

Likelihood to Recommend

Very well suited for customers that are easygoing, as the chat channel is immediate and more friendly. Less suited when customers expect a "real person" response and find the robot instead, as it is not so clear to them when we are live apparently, and also because we cannot see what they are typing in advance

Good tool with room for improvement to easily become the best asset

Overall Satisfaction with Intercom