Intercom Review.
February 06, 2024
Intercom Review.
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Intercom
We use it for customer success; a lot of it uses the in-app chat for our customer support.
- In-app chat and organization.
- Easy to navigate UI.
- Easy to implement in-app popups, banners, and surveys.
- CSMs/intercom's customer success team could be more unified -- sometimes we will have a question, and our CSM says that is not something I am sure about.
- Some more robust CRM features would be great.
- Live chat support could be quicker.
- Hard to say because of the way our business is set up.
- We have gotten good feedback on the quality of our customer support.
- We are not really sending any outbound campaigns, but I am wondering if the intercom is still a good platform to do this kind of thing; a couple of years ago at another company (SAAS), we basically ran our entire email marketing through the intercom.
Honestly, it could be much better; right now, our biggest issue is with the Jira integration to make tickets for our Eng team. There is a real issue because we can only have one associated person - the person who downloaded the Jira integration- so all Jira tickets made through the intercom are assigned to that one person despite them being made by someone else. This seems like something that could be easily fixed, and it is a major pain point for us. This is a big issue for us and honestly would make staying with the intercom a no-brainer if we can get this sorted.
Simpler to use, cheaper, but less robust.
Do you think Intercom delivers good value for the price?
Not sure
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