Overall Satisfaction with Intercom
We use intercom for:
Support: Our users send us support messages with questions both basic and complex. Also they report technical issues when these appear.
Outbound messaging: New products releases, news, surveys, adoption, event or webinars invitations. We also use Intercom to manage or Help Centre and we have tried to use it for onboarding purposes,too but we haven't had much success in this area.
Support: Our users send us support messages with questions both basic and complex. Also they report technical issues when these appear.
Outbound messaging: New products releases, news, surveys, adoption, event or webinars invitations. We also use Intercom to manage or Help Centre and we have tried to use it for onboarding purposes,too but we haven't had much success in this area.
- For building Help Centre articles is very good
- I love the surveys
- The options in messenger are very helpful
- Tooltips feel a bit glitchy
- The search options for conversations should have better filters (when you look convos using keywords for example or the lack of filter to leave out posts and outbound messages
- Suggested articles not all the time matches what the customer is asking or from the page the customer is opening the chat. It seems that Intercom bot shows the same article all the times.
- Has helped to increase engagement
- Has helped to make better decisions related to what new products should be prioritised
- Has helped with adoption
We use it to integrate with Churn Zero and next year will be with Vitally. We use Stripe and Freshbooks but I am not sure if the integration is active. It is also integrated with a tool used by our Dev Team called Sentry
We prefer to use Intercom for communications in general since we can keep all in one place. However, we were using other features in CZ instead of intercom e.g journeys instead of series for onboarding since the ones created in Intercom didn't have great engagement
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