Item: Intercom
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

I work at Customer Success and use Intercom as a tool to communicate with my clients. I use quite a few features. Through snoozing, I plan further contact with each customer. As an organization, we use FIN. I also use filtering. Can't forget about macro too.

Pros and Cons

Snoozing
Filtering customers
Workflow
View

Mark as unread (bolded text)
Search engine

Return on Investment

Reduced response time (below 10 min)
Increased customer satisfaction
Optimized internal workflow

Usability

We use Intercom exclusively for support, this is also where I work. It seems to me that the tool could work in the departments mentioned, but there are a few shortcomings that would make it difficult:
- If a customer writes to an agent's email (without Intercom), the message will still go to an external mailbox
- Without adding a full footer (with graphic elements, etc.) we may seem less reliable / professional to people who do not yet work with us.

Integrations

We have an integrated Intercom with Jira, but I personally do not cooperate in this area, so I am not able to say anything more.

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?

Yes

Would you buy Intercom again?

Yes

Other Software Used

MeisterTask, Amazon QuickSight

Likelihood to Recommend

Good examples:
1. You have scheduled with a customer that you will contact them in a month. You snooze a conversation that goes back to open after a month.
2. You want to filter the list of customers (e.g. by the last contact or by the person assigned to the conversation).
3. You want to optimize your work by adding macros.

Bad examples:
1. You want to quickly find a conversation with a particular customer without remembering the full email address.
2. You want to work on a view similar to social media messaging (you can mark messages as unread).

Works good!

Overall Satisfaction with Intercom