Intuitive and efficient
January 06, 2025

Intuitive and efficient

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

Overall Satisfaction with Intercom

I set up rules, create macros for my colleagues to use, I use them myself too. Basic customer service inquiries like where is my order, questions about products etc. Assigning messages to inboxes and teammates, as well as creating new inboxes to better sort the workload between our colleagues is made easy.

Pros

  • Rules to sort messages automatically
  • Clean UI
  • Macros and saved replies
  • Adding gifs is made easy and makes customer service more fun

Cons

  • AI translation, this could be added. We serve customers whose language noone at this company speaks, machine translation would be nice to have.
  • Suggested replies from earlier messages
  • Better user/lead handling (as in merging etc.)
  • I can't give an exact number, but the service levels or subscriptions levels make it very accessible
  • Greater customer satisfaction is achieved by the ease of use
  • Customers generally like Intercom
It is great overall. Customer data, order history, message history could be more customisable. But Intercom makes taking care of daily business a pleasant undertaking. My rating of 9 indicates almost perfect performance, I agree that Intercom keeps improving over the 5 years I've been using it. Support is also fast and helpful.
The (not-so) recent whatsapp intergration finally removed our only channel which wasn't integrated to Intercom yet. We now solely handle customer queries and tickets from Intercom, often using Intercom to send outbound emails instead of from outlook. Intercom is bound with our SAP and backend which helps speed up the process of completing a ticket.
Several factors as pricing, customisation, ease of use, popularity, user-friendly and the continuous online support as well improvements helped us make this choice. Onboarding new colleagues to Intercom does not even take one day, it is so efficient and intuitive. If the service remains this great, we will not even think about looking for alternatives.

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?

I wasn't involved with the selection/purchase process

Did implementation of Intercom go as expected?

Yes

Would you buy Intercom again?

Yes

It is amazing to answer multiple channels coming from whatsapp, email live chat or even facebook and instagram. Sorting messages between teams is also very great and efficient.

Language support and editable hotkeys would be great. Some nations have separate keyboards and different layouts, hotkeys do not work as well on these.

Intercom Feature Ratings

Incident and problem management
7.7
Organize and prioritize service tickets
9
Expert directory
7
Subscription-based notifications
6
ITSM collaboration and documentation
5
Ticket creation and submission
9
Ticket response
10
Self Help Community
7.5
External knowledge base
8
Internal knowledge base
7
Multi-Channel Help
7.8
Customer portal
8
IVR
7
Social integration
6
Email support
9
Help Desk CRM integration
9

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