Overview
Product Information on Intercom Helpdesk
What is Intercom Helpdesk?
Intercom Helpdesk Pricing
Overall experience with Intercom Helpdesk
“Intercom Enhances Efficiency Despite High Pricing and Limited Customization Options”
“Intercom Excels at Case Management Features But Lags in Reporting and Pricing”
About Company
Company Description
Intercom is an AI customer helping businesses deliver incredible customer experiences at scale. Our platform combines Fin, an AI Agent for customer service, with the next-generation Helpdesk, a modern workspace that gives support teams the power, speed and intelligence they need.
Company Details
Key Insights
A Snapshot of What Matters - Based on Validated User Reviews
Reviewer Insights for: Intercom Helpdesk
Performance of Intercom Helpdesk Across Market Features
Intercom Helpdesk Likes & Dislikes
Intercom has FIN AI, which helps us to resolve customer enquiries more effectively and efficiently. It has macros and templates which save us a lot of time We can leave comments which help others to understand the issue and why the customer reached out to us We can integrate it with Helix and Slack, which makes work more efficient. Their customer support and fast and quick and able to resolve our queries smoothly.
Read Full Review- The ability to create tag for conversations is useful to segment and quantify the number of requests regarding a particular issue - the overview of bot replies is useful to measure the resolution rates for these tickets. - the case management overview is useful to assess agent's ticket allocation and performance
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The pricing is abit high Each team member cannot customize their requirements accordingly. For instance, I work from 11:00-20:00 but my other team members start 9:00-17:00. So the first response time is calculated from 9:00-17:00. For which my progress is not shown according to my performance. The AI bot still needs more improvements.
Read Full Review- Pricing is quite high and per seat can make it difficult to grant all team members a full seat account - Set-up of automation is cumbersome when compared with other in-app notification platforms - Reporting is useful only once custom tags have been set up by the team
Read Full ReviewThe pricing is inconsistent as it is affected by frontend triggered interactions Has an inconsistent behavior in Single Page Applications
Read Full ReviewTop Intercom Helpdesk Alternatives
Peer Discussions
Intercom Helpdesk Reviews and Ratings
- Customer Service & Support Associate<50M USDHealthcare and BiotechReview Source
Intercom Enhances Efficiency Despite High Pricing and Limited Customization Options
Overall I am very satisfied with Intercom. It is an AI based customer support platform which helps us to become more efficient and effective while dealing with customers. It also helps us to evaluate ourselved and review our KPIS and CSATS. - FRONTEND WEB DEVELOPER AND CONTENT WRITE1B-10B USDIT ServicesReview Source
Building Custom Intercom Apps: A Frontend Developer's Experience
My interaction with Intercom Helpdesk really improved my skills. As a Frontend Web Developer, I have helped build custom Intercom Apps that assist with issues such as scheduling calls, reporting problems and rescheduling appointments. I have also helped with installing the intercom messenger widget by adding a JavaSrcipt snippet. In addition, I help with controlling where and when the intercom appears based on various aspects such as user role, the page and action. I also assist the support teams to fix widget conflicts with UI elements. We also work with the support team to ensure that intercom works accordingly as well as when testing if its events trigger the correct bot. Lastly, I ensure that all the security and performance concerns are handled effectively by clarifying that Intercom Helpdesk PII is securely handled and that only the crucial data passes to Intercom Helpdesk. - Line Maintenance Technician1B-10B USDServices (non-Government)Review Source
Intercom Helpdesk Connects Customer Engagement With CRM for Streamlined Experiences
What excites me most about Intercom Helpdesk is the ability to blend customer engagement with CRM functionality, which creates a unified and personalized customer experience. Intercom Helpdesk has messaging tools like live chat, which are remarkable and highly responsive, allowing us to efficiently engage customers in real time. The app has an accurate customer database, which gives us accurate customer insights such as their trends, behaviors, and sentiments. - Product Manager<50M USDBankingReview Source
Intercom Excels at Case Management Features But Lags in Reporting and Pricing
Intercom is usually for general case management and in-product notifications to users. Their product tour functionality is useful for new users, however their reporting and pricing compare poorly to the general market. - GROUP PRODUCT MANAGER<50M USDIT ServicesReview Source
Efficient Support and Automation Balance With Navigation Challenges in Application Objects
I think this is a great product overall. We use it to answer our customer's request and provide a great support. Also we are able to track everything and improve support thanks to Intercom metrics. We are using the API as well. API is well documented and let us build some automations. I find it sometimes difficult within the app to understand the differences between tickets, conversations and messages but after a while you get used to it.