What are the best aspects of this product?
Our small company has greatly benefited from the messaging and chatting tools provided by Intercom. We are enjoying our capability to offer real-time assistance to our customers and the tools and features that enhance our service. The business is also grateful that Intercom integrates with our chat support, allowing customers to find the solutions they require by themselves. This has reduced our chat volume and increased the rate of effective conversations because many issues brought up by customers can be resolved by articles in the knowledge base. In a nutshell, Intercom Live Chat is a highly functional and user-friendly software that aids us in creating better lines of communication with our customers.
What aspects are problematic or could work better?
I believe that Intercom Live Chat can still enhance their Help Center tools further. I use this aspect of the software heavily and they strike me as lacking, thereby our team cannot exploit its capabilities to the fullest. Intercom can also consider adding a database management tool to streamline companies' knowledge base articles management processes. I have also noticed that Intercom Live Chat has been leaning towards marketing and sales features lately and users like me who use it mainly for support are at a disadvantage.
What specific problems in your company were solved by this product?
Intercom Live Chat has leveled up the support we offer, putting us a step above our business rivals. This is mainly because we can now better understand users and find the best way to assist them immediately. What's more, we can do it as a team, which is why we have evolved.
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What is your company size?
What is your industry?