A review for customer support
November 27, 2023
A review for customer support
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Intercom
Mainly using Intercom for product support and internal team escalations. We are using Intercom to collect customer data and customer support data for as voice of customer for future product development. For internal escalation, we are using it for efficiency and quality measurement for our internal colleagues to track the progress of the cases. Automation is part of the usage as well to manage some automated customer interaction.
- Report dashboard, dashboard is easy to use and see everything in 1 glance
- Interactive and fun UI/UX
- Flexible in terms of integration with other tools
- Inbox rule is a pain, there is no way for you to manage it in one glance and grouping
- Customer support is not efficient, often take more than 1 day to respond to you
- Lack of flexibility in report customisation, you can't customise the report as you wish and will have to follow the template
- Customer satisfaction
- Brand loyalty
- Efficient case handling avoiding double work
- Lesser time spent on reports compiling
So far most of the integration is working, however there will be a lot of adjustment required on the tools level to make sure it is working as expected. API integration is quite flexible and allowing tools which are not native integrated to work.
Do you think Intercom delivers good value for the price?
Not sure
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