By Karan-Singh -
September 15, 2023
A good tool that can be used to capture inbound leads and manage all customer interactions
What is our primary use case?
We use the solution to capture leads and interact with them. Our company manages all the customer interactions through the solution.
How has it helped my organization?
Intercom Customer Communications Platform is really good at capturing the inbound leads that come to us through different marketing channels, like ads or whatever marketing activities we are running. As soon as the inbound lead comes, the solution creates an account on the platform. We can see and track all the activities the user or the prospect is doing on the platform.
We use that for customer service, and people use our live chat to interact with the platform if they have any sort of issues. We use the solution to do customer service, to interact with the customers, and help them through the live chat. We manage all the live chat through the solution.
What is most valuable?
The live chat is pretty good because you can create a macro, which is a predefined input we can give customers. For example, if the user asks for a specific feature or issue, we already have a message created, called a macro in Intercom Customer Communications Platform. When we press the keyboard shortcut 'command+k,' different micros will appear.
We can use keywords to search through those macros for different kinds of issues. As soon as we find the right macro, we can click on it, and it will be automatically filled in the chat box. We can then edit it and send it away. The customer interaction becomes super easy with the macro feature.
What needs improvement?
Sometimes, the solution lags and takes time to update something. If I put a specific tag on an inbound lead, it would take around five minutes for that tag to reflect throughout the solution for all the users.
If my colleague and I are using the solution simultaneously and I create a tag for a specific lead, then that tag would not be visible to my colleague for about three to four minutes.
Since the solution is great at capturing leads and giving me an overview of all the people interacting with our platform, I would love to see a CRM structure created. We can create a pipeline in the solution itself, and then it can give us that CRM experience.
For how long have I used the solution?
I have been using Intercom Customer Communications Platform for three months.
What do I think about the stability of the solution?
I rate Intercom Customer Communications Platform an eight out of ten for stability.
What do I think about the scalability of the solution?
I rate Intercom Customer Communications Platform an eight out of ten for scalability.
What was our ROI?
We have seen a return on investment with Intercom Customer Communications Platform. We are getting a great amount of functionality for whatever we are paying for the solution. That's why we continue to use Intercom Customer Communications Platform instead of other CRMs, like HubSpot or Salesforce.
What other advice do I have?
I am using the latest version of Intercom Customer Communications Platform.
The solution is deployed on-cloud in our organization.
I advise users to go for Intercom Customer Communications Platform. If you are a small company just starting up, the solution is a great way to manage all your customer interactions and manage the customer journey itself in a very simple and easy way.
Overall, I rate Intercom Customer Communications Platform a nine out of ten.
Disclaimer: I am a real user, and this review is based on my own experience and opinions.
What is our primary use case?
We use the solution to capture leads and interact with them. Our company manages all the customer interactions through the solution.
How has it helped my organization?
Intercom Customer Communications Platform is really good at capturing the inbound leads that come to us through
Read more
Written by a user while visiting
PeerSpot
