What are the best aspects of this product?
Intercom Live Chat's user interface is striking and is intuitive enough that anyone in our team can maximize it. Our team is still a small one and it helps that Intercom allows colleagues to see each other's chat boxes. This allows anyone in support to pick up where a conversation left off to resolve customers' issues immediately. Furthermore, the support team of Intercom is a reliable one.
What aspects are problematic or could work better?
The only thing I do not like about Intercom Live Chat is the difficulty of getting the right results from the reports. While we want to see the average, the software keeps providing the median only.
What specific problems in your company were solved by this product?
Intercom Live Chat is a first-rate software that has improved our customer service. Our customers enjoy using the live chat tool, as it is accessible easily from our management platform. We can also announce to customers the enhancements to our products via integrated popups as well as send tailored communications. We can do the latter easily and effectively because of the software's segmentation feature. We have quite a handful of customer divisions so this makes it less challenging and time-consuming for us to get in touch with the different segments of our client base.
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