Intercom-Pros and Cons

General Information

Intercom provides us platform to easily reach out to our existing and prospect customers via different sources. You can create messages that and can send them via in-app chat, emails or in-app popups. This is very useful to send product updates information and to constantly keep our customers engaged.

Some key features are Desktop notifications, Salesforce integration, client auto-message resources and contact management. We have user auto messages, can have a 360° view and have data filtering
Intercom’s snooze option is the best as this helps us as a reminder for the conversation. We can connect Intercom with your CRMs
Newer Innovations in the Intercom

In intercom Chatbots are very helpful for both our clients and our support team, there are tools for monitoring technical support tickets.
Intercom allows to receive feedback in real time with clients, there is fast real-time support for our customers. If you have multiple support staff, Intercom allows you to create “buckets” for each person. It also have Github integration and easy to navigate functions.
Why we use Intercom?
Some points which which will attract to use Intercom are easy to use, increase your lead generation, check quick growth of the company and ease to setup.
Intercom can get the ticket id’s generated and can track it anytime, the support quality is best. It has SSO integration, Chat bot and it is easy for the manager to get the reports with lots of visibility and trackeability on how my team is performing
Intercom reporting structure is amazing and also easiest to access other groups within the intercom. The possibility to switch between multiple conversations at the same time is very good.

Industry Positive Comments

Some of positive feedback are its ability to get quickly in touch with users, pretty self-sufficient functions, has the most beautiful UI & UX experience. In Intercom we can set goals in the team using metrics obtained and can review a history and see your evolution in support

Needs Improvement

Some of the customers expect improvement in functions such as it should have to use a third party service for the knowledge base SSL, some bugs that have not been resolved and I cannot upload my documents directly

We cannot resize the image which I upload to Intercom and its alignment is an issue
Similar Products in the Industry

Some of the similar search products in the industry are LiveChat, LiveAgent, Freshdesk, Zendesk Chat, LiveZilla, Salesforce Service Cloud, Oracle Service Cloud Zoho Desk Genesys PureConnect, UJET and Pure Chat