Item: Intercom
Rating: 10
Author: Verified User

Overall Satisfaction with Intercom

Use Cases and Deployment Scope

Intercom is used to host our help center and our live chat functionality. The tool allows us to easily host guides in multiple languages and supports our 2500 global clients. Without Intercom, we'd really struggle to viably return support messages to this volume of clients.

Pros and Cons

Pros

Help Guides
Chat Support
Marketing
Tags

Cons

In-app translations
Pricing
Workflows

Return on Investment

Increased customer satisfcation
Quicker reponse times

Usability

Easy to use for beginners with a really clear UI for starting staff in support.

The process of creating help guides in the platform is also incredibly easy with easy drag and drop functionality.

Some of the more complex areas like automation can however be a little challenging to begin with, but are supported by Intercom's great wealth of guides.

Integrations

We use Intercom alongside Intercom and Whatsapp to allow our clients to message us through external platforms to support their needs.

This was incredibly easy to set up!

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?

Yes

Did implementation of Intercom go as expected?

Yes

Would you buy Intercom again?

Yes

Other Software Used

Stripe Billing, Notion, Slack

Likelihood to Recommend

Intercom is incredibly well suited to teams who are looking for an easy to integrate on-platform solution to their support-chat needs, and can also host support articles in multiple languages. This is great for teams with a global clientele. With that said, we find ourselves having to use external tools to translate conversations with global clients, which could be better done with an in-house partnership with something like DeepL.

Intercom Feature Ratings

Comments

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Hard to top!