Item: Intercom
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

I use Intercom to handle conversations related to app subscription issues. Refunds, malfunctions, suggestions, problems with log in. I need to help customers to solve their issues so they can use the app the best way possible. We also use Intercom to understand who are the non renewal customers and communicate with them.

Pros and Cons

Macros
Data organization
The possibility to work with other teammates in the same conversations
snooze the conversations

when I email a user, and I make a mistake, if I cancel the mail the user receives it anyway
sometimes the information regarding the user is not reliable
when I snooze a conversation and after a few days this conversation appears again on my inbox, should appear with a different look, so I can differentiate it from the others

Return on Investment

greater customer satisfaction
reduced response and resolution times
reduced churn thanks to the push actions

Usability

I feel Intercom has much more features than I can really use and handle. I need time to understand how to implement to my day-to-day job all the new tools that the service add to the interface. I find difficulty to filter all the data when I'm looking for an specific information.

Integrations

My company integrates Intercom with a CMS to handle all the subscribers information: new subscription, cancelled subscription, sessions, devices used by the customer, status of the subscription, etc.

Alternatives Considered

Zendesk Chat

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

Other Software Used

BCMS, Chargebee, Slack, Lokalise

Likelihood to Recommend

I think Intercom it's suited to handle a large amount of conversations with different users Also easy to work contemporary with different teammates. It's also suitable to work with a subscription based business. The only thing that I find complicated it's when it duplicates an user that has the same email address, so the conversations split into two users that are the same.

Training Types Used

No Training

Intercom review

Overall Satisfaction with Intercom