Item: Intercom
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

Replying to emails/chats about billing, account and software issues. We do troubleshooting for different kinds of things, from problems with the interface of vidIQ to refunds and credits.

Intercom serves as the bridge to communicate this to our customers in an efficient and empathetic manner. Especially since the introduction of AI tools

Pros and Cons

Help with empathy and rephrasing words/phrases that need to be adjusted
Easy to use platform. It is user-friendly and easy to understand
Customization: It offers various apps that can be integrated for a better experience, such as translations tools

The AI tools should have a make shorter option
The research is difficult compared to other platforms such as Zendesk where it is easier to find stuff (accounts, emails, messages...)
I know that you could integrate better AI tools! The chatbot is amazing, so I'm just missing more AI tools to increase productivity

Return on Investment

Greater customer satisfaction as empathy is awesome with AI tools
Reduced response and resolution times as I have to worry less about rephrasing or modifying an answer
Efficiency has increased since the AI tools were introduced

Usability

The only reason I don't give it 10 is because of the search tool that doesn't work well all the time. As I mentioned, I sometimes struggle to search for things, however Intercom overall is an amazing tool and is far superior to others in the business. Great job Intercom!

Integrations

We use some translation tools that help us reply and cater to a global audience. Also, we have some bug reporting tools incorporated into Intercom that helps us to streamline the bug reporting process and make the integration easier for us to have a record and connect to an external app

Alternatives Considered

Sprinklr Social and Zendesk Chat

I didn't make the call. It was my manager or leadership who decided that, so this one does not apply to me, unfortunately. However, as I've mentioned, it should've been for ease of use and efficiency. The exact reasons are not disclosed to me. Great job Intercom you're doing it great

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

Asana, Linear App, Notion

Likelihood to Recommend

It is perfect to answer emails or chat conversations in an efficient and streamlined way. The AI tools are awesome (although I wish there were more options or tools) and help me be more efficient and agile.

So far, the only weakness I could find is the research option/feature. Compared to Zendesk it is really hard and sometimes unusable for me. I can't find sometimes what I am looking for.

Support Specialist review of Intercom

Overall Satisfaction with Intercom