Intercom is mostly useful albeit with a lot of setup and not great support on their end.
February 06, 2024
Intercom is mostly useful albeit with a lot of setup and not great support on their end.
Score 6 out of 10
Vetted Review
Verified User
Overall Satisfaction with Intercom
My company uses Intercom for support requests, user documentation, and onboarding guides for trialers. It is meant for users to be able to get the help they need without necessarily involving a support person. The Bug and Feature requests that come in through Intercom are tied back to tickets in Jira for tracking and notification when and if a Jira ticket gets picked up.
- Integrates the chatbot with the user documentation for self help by users.
- Onboarding guides help trialers use the app.
- Workflows enable specialized messaging where appropriate per user type.
- The email chains can be confusing as they are not necessarily in order.
- Using the documentation feature for internal docs can be confusing as they can't be in a collection like the public-facing user documentation can be.
- Their support team should track requests and be able to give status updates on them. They do not do this.
- Allows central tracking of support requests via either email or chatbot.
- Integrates user documentation with the chatbot for self help.
- Provides a way for to guide trialers without human involvement.
Intercom integrates with our app to enable the trialer onboarding guides.
- HelpDesk and Drift
Intercom was selected because it integrates email/chat with user documentation. That is the main benefit.
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