Item: Intercom
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

We use Intercom as our go to help desk, communication with our customers across two different apps and a website. I can't imagine our product without Intercom anymore. It solves a major challenge for us - communicating with our customers efficiently. We love everything about it - from the routing conversations feature, to letting us update our customers about the current status in the product, etc.

Pros and Cons

Help desk features - live chat with customer support
Routing and handling many conversations / tickets at the same time
Analytics of each individual customer support agent

Pricing - it is not a cheap product and more features could be included in lower tier packages
Customer segmentation is not as simple as I would like it to be
For being a help desk / customer support company, they are not the fastest at responding to any questions we might have

Return on Investment

Absolutely greater customer satisfaction
Increased retention
Increased trust in our company by leads who don't know our brand yet

Usability

Easy to use, very intuitive, ability to route conversations to correct support agents / teams, ability to proactively reach out to our customers, share surveys and ask for other forms of feedback, social media message integrations, customer satisfaction analytics. I cannot imagine our support team without Intercom anymore, it's the first tool we would always recommend to someone.

Integrations

We use plenty of other apps from Intercom's app store including: Slack, Instagram, Facebook, Statuspage, Twitter, Zapier, Supportman. Most helpful is definitely supportman app which is 3rd party I believe and allows us to send agents performance metrics directly to a Slack channel on a weekly basis. That and social media message integrations I like the most.

Alternatives Considered

Freshchat and Zendesk Chat

Beats them all in my opinion, Intercom's ease of use and intuitive design cannot be beat compared to others. We had a look at both Zendesk and Freshchat in the past and we saw very quickly that we're already using the best tool for the job. My only "complaint" would be the cost which sometimes seems too high for all the features that Intercom offers.

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?

Yes

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, Zapier, OpenPhone, Google Sheets

Likelihood to Recommend

Well suited for real time customer support needs - that's where it really shines.
Well suited for proactive outreach and the ability to gather feedback from customers + surveys.
Less appropriate for a non techie company to set it up, basically any sort of changes in integration have to be done by an engineer.

Intercom review

Overall Satisfaction with Intercom