Item: Intercom
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

As a web3 game, we use Intercom to help players resolve in-game queries, bugs, problems, feedback and situations that arise while playing the game. We have found a use for the tickets, and we are able to troubleshoot bans and appeals by using player information (such as eth addresses, their player ids, locations, etc). Additionally, we've made amazing work flows to pre-answer a lot of our player's regular queries and it has cut down the support work by quite a lot.

Pros and Cons

Tickets
Workflows
Providing Data
The support team is fantastic

It would be nice if a conversation wasn't marked as "Seen" if another teammate was scanning conversations
Actually in general it would be nice if these weren't marked as "Seen" as sometimes we do need to gather info from tickets and marking them as "Seen" forces us to do generic replies
Being able to see specific conversations within specific teams would also be nice
Also if you could limit someone from seeing someone else's inbox (this might actually be a feature and I just havent done enough research yet) but I would like each team member to focus on their specific inbox, unless they tag someone else into it, or if the inbox is unassigned.

Return on Investment

85% completion rate of our flow, and to us this means we're either getting our players the help they need, or they've gotten answers from the bot
Approximately 4000 of our players have received timely ban appeal assistance.

Usability

Because I've enjoyed the layout and the interface. I have no precise complaints about the UI.

Integrations

We use it alongside Jira to be able to keep track of bugs and issues that we need a developer to chime in on. We also integrate Slack to be able to send alerts of any exploits, keep track of bans, etc.

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

Likelihood to Recommend

Intercom works great for long-standing support. Even for quick support, the workflow works amazingly. It helps to gather data efficiently. and helps us to provide data relevantly. I would like it more if it could auto-translate (Lokalise doesnt always work) conversations as using google translate on the side is a bit annoying (I guess I could just install an extension). Only time I can think it's not an appropriate scenario is where developers etc need to get involved - we linked Jira but sometimes the comments being sent gets very messy. If the notes could be minimized or something so we dont miss player convos, I feel like that'd be better.

A great support tool

Overall Satisfaction with Intercom