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User review of Intercom Live Chat

Good but a bit pricey customer service tool

- by Misty

USER SATISFACTION

RECOMMENDATION
6 out of 7
Very likely
COST EFFICENCY
5out of 7
Good
OVERALL IMPRESSION
4out of 5
very good
EASE OF USE
4out of 5
very good
CUSTOMER SUPPORT
4out of 5
very good

PROS & CONS

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

COMPANY DETAILS

What is your company size?

11-50 Employees

What is your industry?

Internet

USAGE & IMPLEMENTATION

FEATURE DETAILS

No information provided by the reviewer.