Item: Intercom
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

I use Intercom to receive messages from customers and "chat" with them. The customer came to us asking technical and product questions that we address through internal investigation, like for example issues they have, new features, etc.

Pros and Cons

Real-time communication
Easy to use
Clear interface
Sound notification when a message comes

Organize messages in categories
Better sound alert when a message comes
Ability to change messages after sent

Return on Investment

Customer satisfaction
Speed up communication between my company and the customer
Direct chat with customers

Usability

8

The interface is easy to use, you can interact quickly with customers and even attach easily screenshots in case you need them.

Integrations

Intercom is integrated with Salesforce.

Alternatives Considered

Not applicable as my company chose the product.

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

Slack, Gong, Salesforce CMS

Likelihood to Recommend

Intercom is a powerful customer communication platform that can be effectively utilized in various scenarios across different industries. Here are some specific scenarios where Intercom is well-suited, as well as situations where it might be less appropriate: Well-suited scenarios for Intercom: Customer Support, Onboarding and Training, Product Announcements, and Updates. Scenarios where Intercom might be less appropriate: Low Website Traffic, Complex Support Needs.

Customer interaction
Customer Support and Helpdesk
Onboarding and Customer Success

Good Product

Overall Satisfaction with Intercom