We use it to talk to customers in real time to answer technical and sales questions for them. We can interface with our website and give them direct links to products, order information, quotes, etc. They ca do this without waiting on the phone, and it can be much quicker than back and forth emails.
Pros
Ease of use
Quick response times
Macro options
Cons
Appearance settings like font size, colors
Likelihood to Recommend
I think its well suited to any business that has a large inventory. Can be difficult searching if you don't know exactly what you want. This enables you to talk to a pro in real time and get that extra help. Probably not well suited for a business that just uses it for general inquiries. That can be done over emails or a phone call.
VU
Verified User
Employee in Sales (Security & Investigations company, 201-500 employees)
We find the AI integration amazingly helpful both for our team writing emails but also for the Fin Bot function. This has reduced the amount of inbound emails we receive and has been invaluable at helping us stay on top of our customer service. We do find that customers can assume this is a live chat function (which it is not) which can be a slight draw back but the Intercom team are very helpful and showed us how to filter these messages so our team can prioritise the response times on these emails.
Pros
AI Integration
Assigning tickets - the ability to still find these tickets once assigned
Personality
Ease of use
Articles and help centre
Cons
Live chat - if there was a way to have the live chat pop up as it does for the receiving end this would be a lot better
Allocate the correct sending email when an email address is forwarded rather than bunch all email addresses together
Option to forward an email to an outside email supplier for example Gmail
Likelihood to Recommend
Intercom is ideal for companies that have a large influx of customer questions, especially repetitive questions such as "Do you accept gift vouchers", the ability to "train" the bot to answer these questions correctly and feed it information is amazing and reduces the amount of emails our team receive/need to reply to. This also speeds up and improves our overall customer service.
Intercom is an absolute game-changer for customer communication. Its seamless integration of multiple channels, personalized messaging, and real-time live chat have transformed how I engage with customers. The insights from user analytics have sharpened my strategies, resulting in higher satisfaction. With an intuitive interface and exceptional customer support, Intercom is a must-have for businesses wanting to elevate their customer interactions. A definite 5/5!
Pros
Speed
Customer interaction
Time to service
Analytics
Cons
Could be cheaper
Likelihood to Recommend
Well-Suited Scenarios for Intercom: Intercom excels in various scenarios where real-time and personalized communication is vital. For e-commerce, its live chat aids customers during purchases. SaaS companies benefit from in-app messages for user onboarding. Targeted messaging ensures effective product announcements, boosting engagement. The platform's feedback campaigns facilitate valuable customer insights collection.
Scenarios Less Appropriate for Intercom: Intercom might be less suitable for complex technical support requiring in-depth expertise. Businesses heavily reliant on offline interactions may find its online focus less aligned. In extremely large enterprises with intricate CRM needs, Intercom's scalability could pose limitations. For strictly one-way communication strategies, its interactive features might be surplus. Assessing each scenario's need for real-time interaction and personalization will guide Intercom's fitting use.
VU
Verified User
Account Manager in Sales (Staffing & Recruiting company, 11-50 employees)
Intercom is our daily tool. We use it mostly to connect with our customers, clients, and guests. This is the main tool we use for chatting and sending emails to promote excellent customer service. Normally, Intercom helps in resolving each and every concern our customers have. I find it very easy to navigate and pretty much self explanatory when using this tool. I highly recommend Intercom to be used to interact with our clients as you won't have a hard time figuring this tool out as it is very user-friendly.
Pros
Navigation
Quality
Easy to use
Cons
Bug issues
N/A
N/A
Likelihood to Recommend
For us, Intercom is very well suited. It really helps us in a lot of ways as we can easily access our customer's profile with just one click. Also, all the information we need from the customer is already there and it will just take familiarity to know where is the certain type of information.
Intercom is used as a way of communication for our emails and chats between the partners and guests. It is very beneficial as it is bridging the gap for us to resolve certain cases and issues experienced by the chauffeurs and our passengers. It makes communication easier and more efficient. With this, we are able to see necessary information for the ones who are we are contacting. It also provides links for the booking, profile, and some of the chat information.
Pros
Shows information of the one who sent the chat or message, provides link of the booking and user profile.
Used as communication via email and chat to resolve cases, queries, booking confirmation, etc.
There is a way to rate the conversation, which helps us how well we did and what parts we need to develop.
Cons
Sometimes it is loading up pretty slow, making the transactions to be delayed. But I still love it as it is user-friendly.
Sometimes the chats and emails are scattered and not categorized quickly.
It would also be best to have other options for the theme of the Intercom, besides the "light" and "dark" color feature.
Likelihood to Recommend
Intercom is well-suited as a way of communication for our emails and chats between the partners and guests. It bridges the gap for us to solve queries and dilemma of the users and partners. It makes communication easier and more efficient. I actually don't see any scenarios wherein it is less appropriate, because even our phone task, it is very useful for us.
