Building a Help Center and Communicationg with Customers
April 16, 2024
Building a Help Center and Communicationg with Customers
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with Intercom
We use Intercom for three primary cases. The first use as as a help center, developing a number of articles explaining how to best use our product. To complement these articles, we create tours and tool tips to help users out during their use of the product. Secondly, we use Intercom to track users and send them emails about changes, outages, and feature updates. Lastly we use Intercom to live chat with users when they have questions or encounter any problems.
- Creating articles
- Creating/Tracking emails
- Allowing for live chat, and letting those chats be auto assigned to representatives in our company
- More customization in email and article creation
- Tooltips seem to regularly lose their placement
- I wish it would stay in dark mode across all aspects of the platform
- Unfortunately this isn't my expertise
Our company has integrated Intercom with our Slack channel along with email as well, ensuring that we get notified of customer inquiries across multiple platforms so that we can reply in a convenient and timely manner. I do not know what other services Intercom connects to as setting up those connections is outside of my job role.
The only other platform of similar function we use is Guru. That we are using for our internal knowledge base. As to why we selected Intercom, I had no input into that decision. I believe we chose Intercom as our primary service due to its reasonable price and multitude of features.
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