The easiest route - we'll conduct a 15 minute phone interview and write up the review for you.
Use our online form to submit your review. It's quick and you can post anonymously.
My previous company used Zendesk for ITSM (IT Service Management) products and Jira for internal development, such as HR, finance, and other departments.
It was mostly used for internal purposes and integrations because it was mobile apps related to ride-dealing, like Uber. So, it was mainly for receiving requests from the customers and scanning the stuff.
It's a very stable tool, very powerful.
It has a huge problem regarding the price. The price increases every year. Every year, they raise the price of the licenses, which makes a lot of limitations, and you have to pay more. So that's some conditions.
Actually, most of the companies that use Zendesk need a customer experience or customer care department. However, Zendesk only works with chatbox or emailing services, but it can also use Genesys, VoIP, or voice sensors.
Additionally, Zendesk needs the administration panels to be easier because it's a very complex panel. You need to search for a lot of things to do, like a small job. So you have to do a lot of setup regarding the integration, and it's a little bit challenging to integrate any software in the vendor.
I have experience with this solution. I worked with it for five years.
It is a stable product. I worked on it for five or five students. It's very stable.
Scalability is normal. Not very high. At that time, there were around 1100 end users using this solution.
The support team is time-consuming, and they don't find the answer to our problem.
Because if you are doing your job by yourself, it will be a lot of aim to seek their support. But if you have, like, a support contract with them or something like that, there's the support when you go for a good position or if they can push it. You have to pay extra for better support.
Neutral
We decided to switch from Zendesk because of limitations for integrations. We were a tech company, and we needed more features, more add-ons, more conditions with a lot of tools that weren't accessible with Zendesk, so that's why we had to change it.
The initial setup is very difficult, and we had to use support help for the account setup.
You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well. The pricing is expensive.
Back then, we were paying $51 per license for agents and $89-90 per license for tech users.
We were paying around $2.25 million per year.
I would suggest using a trial version first and reading the logs before using it.
Overall, I would the solution a six out of ten because of the complexity of the tool and the high license price.
The main use case for Intercom Customer Communications Platform was to be able to communicate with users by building out a chatbot, whether that was using Fin, which is their AI tool, or any other tools that they had, to really reduce the amount of communication between our customer service representatives and our users.
We did that by creating that chatbot, and it was on the dashboard.
Something that worked really well with Intercom Customer Communications Platform was the ability to pause their account or to cancel their account. Until we had this, the user or customer used to have to call in to do that if they didn't know how to do it themselves on the dashboard.
This gave them a way to easily do that, tell us how long they want to pause or tell us they want to cancel, which opened up a cancel request for us to call them and communicate with them. So that was a huge help.
Intercom Customer Communications Platform was able to reduce the amount of customer service representatives we had because it reduced significantly the amount of phone calls that were coming in, because people felt more comfortable just chatting with a bot as opposed to calling in for something simple.
Intercom Customer Communications Platform definitely reduced the amount of phone calls coming in, which then in turn reduced the amount of customer service representatives needed, and that brought down the total headcount of customer service reps in the company, which cut costs for the company.
Overall, Intercom Customer Communications Platform was pretty straightforward. The only thing is maybe making Fin, which is their AI bot, a little bit cheaper. It's pretty expensive to use. Other than that, it's a pretty robust and simple and straightforward tool to use and I really enjoyed using it.
I think reducing the cost of Fin would be the main area for improvement. Fin is extremely expensive. If they can reduce that cost, that would probably make it a ten.
I have been using Intercom Customer Communications Platform for four and a half years.
Intercom Customer Communications Platform is one hundred percent stable.
Intercom Customer Communications Platform allows you to easily add more users if you want to. You can also change each user's permissions in an easy way. As an admin, I was able to easily do that, and it is very easy to use. I would recommend it.
The customer support for Intercom Customer Communications Platform is excellent. If we ever had a challenge or wanted to discuss with them pricing or anything, we were able to easily set up a meeting with them and discuss that with them and figure out the best solution for us and for them.
I would rate the customer support of Intercom Customer Communications Platform an eight.
We did not use anything before Intercom Customer Communications Platform.
My experience with pricing, setup cost, and licensing for Intercom Customer Communications Platform was very straightforward. It was not overly expensive since we were just focused on the chatbot aspect of it.
Overall, I am very happy with it.
We saw a return on investment using Intercom Customer Communications Platform, and definitely from the side of bringing down the headcount.
My experience with pricing, setup cost, and licensing for Intercom Customer Communications Platform was very straightforward. It was not overly expensive since we were just focused on the chatbot aspect of it.
Overall, I am very happy with it.
We looked at Zendesk before choosing Intercom Customer Communications Platform, but Zendesk is more of a CRM than anything else, and we just needed something pretty simple, which was the chatbot aspect.
If we needed to grow, we would be able to grow within Intercom. That is why we chose Intercom Customer Communications Platform.
Intercom Customer Communications Platform is a really solid platform. It is very robust and offers a lot of different tools. We did not use most of the tools that Intercom really offered, but it appears to be extremely robust and very useful.
We really only used the chat feature of Intercom Customer Communications Platform. We did not use anything else. We did not use CRM or anything. It was really just based as a chatbot.
I would advise others looking into using Intercom Customer Communications Platform to understand that it is an extremely robust tool. It can take you from any chatbot to an actual CRM, which is really amazing. There are a ton of people who use it. You can speak with people who can even build out your chatbots for you if you do not feel comfortable doing it and really create a robust solution with robust functionality. I would recommend it to people to use. I would rate this review nine out of ten.
