Intercom Review
July 01, 2023

Intercom Review

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Intercom

Intercom lets us communicate directly with our customers by providing direct technical support outreach on our site. They also allow us to guide our customers through our web product by supplying certain features that our customers can interact with.

Pros

  • Technical support chat
  • Chat organisation
  • Product tour products

Cons

  • Improve on customer paths that are revealed by user actions
  • Reduced response and resolution times
  • Faster customer onboarding
It is a pretty easy platform to navigate, the only usability improvement I would recommend is better organisational structure for the messages you send to customers.
We don't really integrate Intercom with any other tool.

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?

Yes

Would you buy Intercom again?

Yes

Intercom provides a great product offering if you want to quickly test and handle customer onboarding paths and further technical support. If you want to create a very bespoke experience, then I believe that Intercom lacks these features.

Intercom Feature Ratings

Incident and problem management
7.5
Organize and prioritize service tickets
7
Expert directory
7
Ticket creation and submission
7
Ticket response
9
Self Help Community
5.0
External knowledge base
5
Internal knowledge base
5
Multi-Channel Help
7.3
Customer portal
8
Email support
8
Help Desk CRM integration
6

Comments

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