Item: Intercom
Rating: 7
Author: Alejandra Campero

Overall Satisfaction with Intercom

Use Cases and Deployment Scope

To registrate and communicate with clients and also between the people from inside the company. We also use the "note" feature a lot, and that way we can comment on external emails and be on the same page

It is very useful also for bulk emails

Pros and Cons

Pros

Possibility to leave inside notes on the emails
Register clients/people
Connection with inbox

Cons

Not all of the emails arrive on the Intercom platform
It is not very "user friendly"
Not all the features are released in the European Union (like Finn)

Return on Investment

Reduced resolution times

Usability

I think it is a tool with a lot of potencial but not everything is available in Spain and also it is not very friendly and intuitive to use

Integrations

This is something we are currently doing so we do not have much feedback.

Regarding the emails, sometimes we do not receive all the emails in this tool, which is something that can be improved

Alternatives Considered

Tidio

Has more useful features and is constantly improving

Key Insights

Do you think Intercom delivers good value for the price?

Not sure

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

Notion, Slack

Likelihood to Recommend

If there is an email of a situation that has to do with more than one person, it is very useful to be able to add comments or look for previous ones. So it reinforces a good team communication

Intercom Feature Ratings

Comments

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Kate (Intercom)
(Vendor Representative) commented 5 months ago
Hi Alejandro - thank you for taking the time to leave us this review. I'm glad to hear you find our notes feature helpful and are easily managing bulk emails. While it's true that some of our features take a little time to roll out to our EU customers it usually doesn't take more than a few months. Fin, our AI chatbot for example is already available to EU customers - write in through the messenger to chat with our team about how to get setup!

Intercom experience