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A solution for a user-centric support style
November 27, 2023

A solution for a user-centric support style

Lucía Achigar | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Intercom

Intercom helps us to manage all our customer service and support communications, both reactive and proactive. We receive online chats, WhatsApp messages, and e-mails, all in a single help desk. In this aspect, the most pressing problem Intercom solves for us are the out of office hours queries by users who have a significant time difference with us.
We also house our self-service resources, which helps us to deliver insightful articles at the right time for our users.
  • Real time conversations via online chat and WhatsApp.
  • AI suggestions for online conversations and article enrichment.
  • Insightful reports, both default and customized.
  • Easy to upload in-app messages, for communicating contingecies for example.
  • Easy to integrate to a wide variety of apps.
  • Editing tools for articles are a little too basic.
  • Not all sorts of messages are available to integrate in series.
  • It's not very easy to manage users with multiple companies, also users with more than one profile can't be merged.
  • Series, and single messages are not easy to test beforehand, which leads to various trial/error instances.
  • Saved support hours by triaging and helping customers resolve issues on their own.
  • Saved client success hours by automating new users onboarding follow-ups.
  • Reduced bad user experience for customer outside our office hours.
While it is easy to use, once you get familiarized with it, Intercom is a very complex tool, which makes it difficult to keep track of every feature.
The initial installation made it very easy to migrate information from our previous platform. However, it wasn't so smooth for integrations with SF, CS or our own app it has taken up time from our developers team.
Intercom is better built for automations and proactive support.

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

Intercom has proven very useful to let our users know whenever we're having outage issues with providers or the platform itself. It is very easy to upload messages that'll be delivered to all users instantly.
The way Intercom defines and captures visitors/leads/users through its widget, is a little different from what we consider to be visitors/leads/users, so we can't fully depend on Intercom to segment our database.

Intercom Feature Ratings

Incident and problem management
8.8
Organize and prioritize service tickets
10
Subscription-based notifications
10
ITSM collaboration and documentation
10
Ticket creation and submission
7
Ticket response
7
Self Help Community
8.5
External knowledge base
10
Internal knowledge base
7
Multi-Channel Help
7.3
Customer portal
7
IVR
10
Social integration
7
Email support
Not Rated
Help Desk CRM integration
5

Intercom Support

Support is mostly accessible through the Help center and community forums. Agents reply within a day, but you have to pay a special fee to get immediate assistance.
ProsCons
Good followup
Knowledgeable team
Problems get solved
No escalation required
Support cares about my success
Difficult to get immediate help
No, we haven't suffered any emergencies that we couldn't figure out on our own.
Yes - At the time of reporting it, the Intercom team was already in the know and workig to resolve it.
When first testing the Product tour feature, we struggled to get it correctly installed. The support team was very helpful in providing technical specs to get it right.