Likelihood to Recommend Lyris LM is suited well with an organization or group that have several lists, as virtual list hosting is not represented by any other hosting company as far as I can tell.
Read full review Well suited for real time customer support needs - that's where it really shines. Well suited for proactive outreach and the ability to gather feedback from customers + surveys. Less appropriate for a non techie company to set it up, basically any sort of changes in integration have to be done by an engineer.
Read full review Pros Reports: extensive reporting on mailings and membership. Pre-built reports/charts include Mailings, Members, Server Performance, Web site, Purchases, Interest and Surveys. If Aurea ListManager doesn't have the built-in chart needed, you can easily create your own. Easy to analyze mailings: Completed mailing can be analyzed quickly. Options include viewing any errors that may have resulted, and checking list performance, evaluating recipient actions, ( opens, click-troughs). Details can be seen on a per-recipient basis, allowing you to see exactly what happened with each message sent. Discussion Lists. There are numerous list setting to customize each list. Read full review Intercom's ability to centralize customer communication is a game-changer. Intercom's automation features have saved us time and streamlined workflows. Help desk for users. Intercom seamlessly integrates with a variety of other tools and platforms, enhancing its functionality and making it a central part of our tech stack. Read full review Cons Tech support is limited for standard users, especially during non business hours even for critical errors Installation/upgrade is often complicated Version releases are too frequent Read full review The AI tools should have a make shorter option The research is difficult compared to other platforms such as Zendesk where it is easier to find stuff (accounts, emails, messages...) I know that you could integrate better AI tools! The chatbot is amazing, so I'm just missing more AI tools to increase productivity Read full review Likelihood to Renew We will most likely not use Lyris LM for much longer. We have recently been offered to utilize a different software that better meets our needs, is current, user friendly, and has fantastic reporting capabilities.
Read full review We have been and will be continuing our journey with Intercom and nothing too concerning has happened that I have experienced or heard of that has us on the edge yet. If it ever happens it will be something along the lines of "Outgrowing" the use of need of the platform.
Read full review Usability Everything is very straightforward and easy to see, explore, and use. Intercom provides walkthroughs and helps guides in case something is not apparent to the user and has their agents available to help. I always feel confident when exploring new features or making changes that I can have it accomplished due to the service they provide.
Read full review Reliability and Availability always there
Read full review Performance works perfect
Read full review Support Rating I have not needed to utilize customer support during my use of Lyris LM.
Read full review Intercom is the premier customer support/engagement model and it definitely has one of the top tier customer support teams as well. I don't think I have ever waited more than 5 minutes to get the information I need or get help with an issue. They are incredible and I aim to model our customer service department after them.
Read full review Online Training Easy to know the learning path
Read full review Implementation Rating I was not part of the implementation process.
Read full review The implementation was surprisingly easy but we are having to adapt from our old process to work well with Intercom.
Read full review Alternatives Considered We selected Lyris LM based on cost, the fact that we can create custom reports and the way that they handle bounced emails just to name a few, It is easy to use and we have control of who can and cannot use. With a virtual list I can create a list or take a list down at any given time without filling out a form or contact with my provider and my list looks as if it is coming from my own server @museum.com.
Read full review We've used both Drift and
Salesforce chat at Owl Labs in the past, and I didn't find them to meet our needs or customer needs the way Intercom has been able to. Intercom ranks higher for us regarding Integrations offered, customization, AI functionality, and user-friendliness. In the past, if chat visitors would click around our website, they'd have to start their chat over again from the start and lose their communication history with us. We also found that
Salesforce chat did not have enough customization that we needed. One small example is that in Intercom, you can see when another teammate is looking at a chat and tag them in notes to collaborate. We didn't have access to anything like that when using
Salesforce chat. Intercom has made it easy to work alongside one another to be more efficient.
Read full review Return on Investment Aurea as a company is mediocre with support. The former LM staff was better informed about the product. LM can do almost anything you need. it's complete. ROI has suffered as Aurea has not updated the product, charges a considerable amount for renewals, promises with no results. Read full review I like how easy it is to spot the user data needed to assist our members. Love how easy it is to link articles on the chat that will help both us and the customers. I like that the sales force or the tickets is already connected on the chat Read full review ScreenShots