Good but a bit pricey customer service tool

What are the best aspects of this product?

I like the software’s user-friendliness. It is very easy to log into the system and get started with my job. Also, special mention to the platform’s new tour feature. Even though we have to pay $120 per month for it, it is simply incredible and I love it.

What aspects are problematic or could work better?

The software does not offer a ticketing feature so complicated tasks like sorting out topics and helping request natures tend to be tough. Although there’s a “tagging” feature, it is still not enough. So we end up doubling up on the customer service and it’s not a nice thing. What’s more frustrating is that I think they won’t be offering this feature anytime soon. I ask them about it and they told me that it is not the direction they will be going to.

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

We are able to quickly respond to our customer’s queries. We use Intercom to help our customers solve product related concerns such as product installation and provide instructions and answers to their questions.

Are you a current user of this product?

Yes