A live chat app that keeps customers engaged while on queue

What are the best aspects of this product?

Intercom Live Chat is our company's support tool for more than two years now and during that time, I could see how much the software has evolved. When we started, we were able to assimilate it immediately with our web apps as well as our websites. Because of this, we could offer live chat support to our customers, resulting in greater satisfaction levels. Intercom also allows our company to connect with existing clients and prospective consumers through different channels: chat, email, and popups. This has been beneficial in engaging our customer base and in keeping them informed of changes and updates to our product. Intercom has assisted us in transforming our customer onboarding process too by utilizing emails and alerts. This is complemented by various workflows that we can create for different customer types or segments. Additionally, Intercom's chatbot has helped us lower the volume of chats because it keeps the customers engaged and also assists them in finding resolutions to their problem. And in case the chatbot cannot help them, it interacts with them until such time that an agent becomes available. Lastly, Intercom has allowed us to host our FAQs and product documentation.

What aspects are problematic or could work better?

The downer with Intercom is that it doesn't give us full control over user access permissions and only makes available basic security settings. The app also does not have an API so we cannot connect the articles created within the platform to our business's own app. It also does not limit access to help articles to logged in users only.

What specific problems in your company were solved by this product?

Intercom Live Chat has helped our business create a better home for our FAQs and help articles. It has also streamlined our communications with customers, especially when it comes to product updates. But most especially, Intercom has aided us in offering live support to our client base.

Are you a current user of this product?

Yes