Intercom a GEM across the Customer Support Software Sea
February 12, 2024
Intercom a GEM across the Customer Support Software Sea
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Intercom
In our organization, we use Intercom to deal with customer support tasks. We also use the proactive message combined with Workflow and are fans of the tag to track broader issues, customer feedback, and feature requests. We only use have conversations and not tickets because we are a small company and that suits us the best. Our helpcenter is also connected to Intercom and is a great resource of information.
- Manage conversations with customers in a simply and accessible manner for both the CS team and the customer
- Great help center feature
- Macros are particularly helpful
- Workflows are still somehow hard to use at first. Especially find a meaningful way for the business to use them.
- FIN still has room for improvement, especially in the multilanguage accuracy.
- Proactive answers triggered by user behavior could be improved to include more behaviors
- Bulk exporting all the help center articles can be done only via API.
We mainly integrate 2 other tools on Intercom. Satismater for our CSAT score and Hubspot for sales support and leads. This worked great so far and we are very very happy about these 2 integrations. I am not sure if it counts but also the integration via quick links with our own platform works nicely.
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