A live chat platform that is a step above similar applications

What are the best aspects of this product?

Intercom Live Chat is a helpful application that puts our communications with customers in a single, easily accessible place that is intuitive and user-friendly. The best features of Intercom Live Chat, for me, are how connected help articles and emails are, which makes it seamless for us to address multiple customers' queries at the same time even when several people are taking part in a conversation.

What aspects are problematic or could work better?

I find Intercom Live Chat a bit inadequate in its email aspect. We cannot keep email templates to make our email communications more efficient since we send a similar response to a lot of customers despite some modifications to the body. The software also disallows the addition of a fixed signature for each member of the team, as we all have to do this manually for each template, a process that is time-consuming.

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

It can be a challenge to keep track of who is talking to whom especially when several agents respond to one customer. Intercom Live Chat has changed this by letting us see exactly what a conversation with a client is all about. This is also closely related to the live chat feature, something that our team relies on heavily. Moreover, Intercom Live Chat's Article function assimilates our company's documentation, allowing us to include them in our messages to customers at any time.

Are you a current user of this product?

Yes