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.

Ryan Bernstein | TrustRadius Reviewer
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.

Pros

  • 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.

Cons

  • 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 definitely takes getting used to. It is not easy to figure out by just using the UI. Planning and coordination are key before setting anything up.
Intercom integrates with our app to enable the trialer onboarding guides.
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

Their chatbot is useful for messaging with support and searching help docs. However, their support could be better. Also, their documentation was missing key features (e.g. nested collections) until recently.

Intercom Feature Ratings

Incident and problem management
6.8
Organize and prioritize service tickets
6
Subscription-based notifications
7
ITSM collaboration and documentation
8
Ticket creation and submission
8
Ticket response
5
Self Help Community
5.5
External knowledge base
6
Internal knowledge base
5
Multi-Channel Help
7.0
Customer portal
8
IVR
8
Social integration
4
Email support
8

Comments

  • Kate (Intercom) | TrustRadius Reviewer
    Kate (Intercom)
    (Vendor Representative) commented 8 months ago
    Hi Ryan - thanks for taking the time to leave us a review! It's great to hear you're using Intercom to enable you customers to efficiently self-serve. I'm sorry to hear about your support experience with our team, it's certainly not what we aim for so I have escalated your feedback to our leaders to investigate and learn from. Thanks again for your candid review, Kate (Intercom - Customer Advocacy)

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