A great support tool
January 17, 2024
A great support tool
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Intercom
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.
- 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.
- 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.
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.
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