The main key Topics in the report section help us identify key issues that render our product insemination. But also, the tag report enables us to understand site problems that go unannounced.
Pros
Reports
Chats assignment.
Integration with other Apps.
Cons
CSAT report.
Automation/Workflows.
Likelihood to Recommend
For example, I was very intrigued by the fact that the Hotjar report shows we have good customer acquisition but bad retention. I wasn't aware that Intercom could show where we might have a challenge in terms of site navigation.
VU
Verified User
Analyst in Customer Service (Gambling & Casinos company, 11-50 employees)
We use the platform to chat with our casino's players and help them solve their matters. We communicate with our customers through text messages and screenshots.
Pros
The app store with the add-ons is amazing.
The recent conversations tab is very helpful.
I like the dashboard tab where we can also see our performance.
Cons
I would like to check my performance from a month ago.
The platform could be more user-friendly and easy to use.
Customers should be able to close the chat.
Likelihood to Recommend
The platform looks professional with not too much clutter. It has many helpful features, like the notes, app store, macros, but it could be a bit prettier.
VU
Verified User
Consultant in Customer Service (Gambling & Casinos company, 51-200 employees)
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
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
Cons
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
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.
VU
Verified User
Account Manager in Customer Service (Sports company, 11-50 employees)
WE USE INTERCOM TO SOLVE OUR CLIENT'S DOUBTS USING OUR GOLF MANAGEMENT SOFTWARE -SAAS- THAT IS QUITE COMPLEX TO CONFIGURE. SO, WE RECEIVE OUR CLIENTS' DOUBTS AND PROBLEMS, AND WE TRY TO SOLVE THEM WITH THE LEAST HUMAN INTERACTION POSSIBLE.
Pros
CONVERSATION MANAGEMENT.
BOT FLOW DESIGN.
CRM
Cons
CONTACT MANAGEMENT
REPORTS
PRODUCT TOURS
Likelihood to Recommend
CONVERSATIONS MANAGEMENT AND TICKETING COULD BE BETTER.
VU
Verified User
Manager in Customer Service (Sports company, 11-50 employees)
Intercom is used as chat base service for our users, often times to problem solve, respond to inquiries, complaints, and provide great costumer service in a timely & professional manner!
Pros
Easy to manage multiple chats at one time, quickly switching through details of customers.
Quick organization tools provided to streamline the process of chatting!
Beautifully designed to stay focused and manage chats!
Freedom to customize certain features to have the best personal experience!
Cons
A KEY for Keyboard Shortcuts! Lots of combinations can be used, and would help to provide quick clarity on whats what.
I wish I could save certain layout settings that I prefer.
I appreciate the options offered, but wish I could save my preference for Chat Layout.
Easier ability to mute sound from chats notifications.
Likelihood to Recommend
The best software I have used for chat based customer support! It is easy to manage and customize, and has great features to streamline the process of chats! Macros are a life-saver! Intercom is beautifully designed to manage a multitude of chats at one time, and respond in a timely and professional manner! Intercom features may be customizable to best suit your personal needs to have the best experience possible.
VU
Verified User
Representative in Customer Service (Sports company, 501-1000 employees)
Customized reports can provide more flexible options and design solutions.
Although tutorial videos on YouTube can be translated through YouTube's features, some videos may still lack translations. For users who do not have English as their native language, it can be more challenging during the initial learning phase.
Likelihood to Recommend
Especially suitable for multinational customer service frameworks and companies with a strong demand for business development, this platform combines business development and user categorization services
VU
Verified User
Analyst in Customer Service (Gambling & Casinos company, 201-500 employees)
We use Intercom on our public facing website, on our web platform as well as our support email. All of the tickets funnel into one inbox for our support team to monitor. This helps our team all stay on the same page and be able to answer customer support inquiries effectively.
Pros
Easy to use
Great for internal communication
Great for tracking tickets with tags
Cons
It would be great if you could put up an away message after hours that was a form that people could fill out and it sends an after hours email.
Likelihood to Recommend
If you have a customer support team that needs to be able to communicate effectively, this is the product for you. Also, if you are managing multiple systems and you need tickets to go to specific teams, this is a fantastic tool to accomplish that. It is also great to be able to receive support emails and online chats all in one place.
VU
Verified User
Manager in Customer Service (Sports company, 201-500 employees)
We use Intercom mainly as our go-to platform for customer interactions. It helps us manage our customer support queries, allowing us to respond to our users in real time, and it’s super handy for engaging with potential customers and leads. It addresses our need to keep communication lines open and clear, solve user issues swiftly, and it’s crucial for getting feedback. It’s pretty much our all-in-one tool for anything customer-related!
Pros
Live chat
Summaries
snoozing
Cons
Notifications and follow up on chats
spam inbox is not always spam
manage it since the beggingn
Likelihood to Recommend
Certainly! Below are scenarios where Intercom is well-suited and less appropriate based on general user experiences and use-cases.### Well-Suited Scenarios:1. **E-Commerce Websites:** - Intercom is highly suitable for e-commerce platforms where real-time customer support and targeted messaging can significantly enhance customer experience and resolve queries instantly.2. **SaaS Companies:** - It’s excellent for SaaS businesses for onboarding users, providing support, and sending targeted in-app messages or emails based on user behavior and lifecycle stage.3. **Lead Generation:** - For businesses focusing on lead generation, Intercom's chatbots can qualify leads in real-time, book meetings, and capture lead information, making it a valuable tool for sales teams.4. **Knowledge Base Creation:** - Companies looking to create a comprehensive help center for self-service support find Intercom’s knowledge base features extremely useful.5. **User Engagement & Retention:** - For apps and platforms looking to increase user engagement and retention through personalized and timely in-app messages and notifications.### Less Appropriate Scenarios:1. **Budget Constraints:** - For very small businesses or startups with limited budgets, Intercom might be less appropriate due to its pricing model.2. **Simple Use Cases:** - If a company only needs a simple live chat without advanced segmentation, targeting, or automation, Intercom might be overly complex and feature-rich for their needs.3. **Non-Digital Businesses:** - Businesses that operate primarily offline and do not have a significant online presence may not benefit as much from Intercom's suite of tools.4. **Data Privacy Concerns:** - In scenarios where extremely sensitive data is being handled, some companies might find Intercom’s data handling and storage practices not aligned with their stringent data privacy requirements.5. **Customization Limitations:** - While Intercom is highly customizable, there are still limitations, and businesses with very specific and unique customization needs might find Intercom less appropriate.Remember, the appropriateness of Intercom largely depends on the specific needs, requirements, and constraints of a given organization or use case.
We use the intercom for advertising our services, for top-notch customer service, and basically more automation of our own work, so we can focus on more important things.
Pros
Customer service.
Developing new options.
Bots
Cons
Not all the updates work for all the customers.
Sometimes outbound is more difficult to include in the products.
Likelihood to Recommend
I love the interface and love how it works, it's easy to set it up and easy to include a beginner in the Intercom, but it is a bit more difficult to see what else you could improve on and include in your own services.
