Item: Intercom
Rating: 10
Author: Verified User

Overall Satisfaction with Intercom

Use Cases and Deployment Scope

We use Intercom on our public facing website, on our web platform as well as our support email. All of the tickets funnel into one inbox for our support team to monitor. This helps our team all stay on the same page and be able to answer customer support inquiries effectively.

Pros and Cons

Pros

Easy to use
Great for internal communication
Great for tracking tickets with tags

Cons

It would be great if you could put up an away message after hours that was a form that people could fill out and it sends an after hours email.

Return on Investment

Our customers get faster responses because our whole team has Intercom now as opposed to just one ore two people on support.

Usability

It is very easy to use. We switched to Intercom and in a few days we were up and running.

Integrations

Currently we do not use Intercom with other tools in our division.

Alternatives Considered

Zendesk Chat

Intercom is a little more user friendly than Zendesk. Also, the ability to have all tickets flow to one channel as opposed to having to have Zendesk Chat & Zendesk Support was a big factor.

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?

I wasn't involved with the implementation phase

Would you buy Intercom again?

Yes

Likelihood to Recommend

If you have a customer support team that needs to be able to communicate effectively, this is the product for you. Also, if you are managing multiple systems and you need tickets to go to specific teams, this is a fantastic tool to accomplish that. It is also great to be able to receive support emails and online chats all in one place.

Intercom Feature Ratings

Comments

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Great Customer Support Tool