What users are saying about
4 Ratings

Intercom

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Top Rated
143 Ratings
4 Ratings
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Score 7.7 out of 101

Intercom

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Top Rated
143 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 8.9 out of 101

Add comparison

Likelihood to Recommend

Amazon SNS

Amazon SNS is great for at least two use-cases: building cheap, non-emergency alerts, and decoupling services with pub/sub messaging. SNS is great for creating email notifications in minutes for alerts that are not worthy of PagerDuty. Subscribing multiple AWS Lambda functions to a topic is a great way to decouple features.
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Intercom

I really think Intercom is a fantastic product and could be used by any organization, regardless of size. Although you may be limited from some advanced capabilities in terms of marketing aesthetics and workflow creation - I really think this should be within the top 3-5 products in a core technology stack.
Dailius Wilson profile photo

Pros

  • The AWS Lambda SNS trigger is great. Subscribing multiple Lambda functions to an SNS topic is a nice way to decouple features.
  • SNS is fully-managed. Our team is too small to manage our own pub/sub infrastructure.
  • Subscribing email endpoints to SNS topics and integrating topics with CloudWatch alerts is very easy; we create more non-emergency notifications than we would without SNS.
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  • Intercom’s mission is very focused, and they do it well: facilitate meaningful customer connection. This should be important to every business.
  • Intercom offers quick and helpful customer support.
  • Intercom’s in-app messaging is powerful and unique in the market.
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Cons

  • The AWS website UI could use some definite improvement. The website itself is very clunky and hard to navigate and always seems to have the wrong information in the wrong places. It is a monstrous task trying to make a website as complicated as AWS look simple and easy to navigate but even with some minor improvements it would become much more user and beginner friendly.
  • Troubleshooting can be very difficult when encountering an issue with SNS and often many AWS services. By having all of your infrastructure in the cloud, it makes troubleshooting networking problems quite complicated. On top of this, aws provides little return information when a message fails to send, leaving a lot of guesswork to be done on your part to fix the issue.
Dylan Cauwels profile photo
  • Intercom relies on “and/or” statements to build an audience, but “ands” and “ors” can’t be combined. There are workarounds, but sometimes it feels tedious.
  • As someone in marketing (not engineering), I wish I had more visibility into how contacts entered the Intercom database. This sometimes feels opaque.
  • I wish Intercom had built-in tools for cross-team collaboration—i.e., editorial calendars, etc. We have multiple messages running for multiple teams simultaneously and it can be hard to keep track of everything.
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Likelihood to Renew

No score
No answers yet
No answers on this topic
Intercom9.2
Based on 3 answers
It's currently a perfect fit for our needs, and we are customer-focused and small. When we grow, we may need to re-evaluate, but our current team finds it easy. Reviewing conversations is simple and allows for great training. The canned replies make service fast and easy. Smart suggestions remove the need to re-write technical walkthroughs and explanations for our FAQ
Ariana Thompson profile photo

Usability

No score
No answers yet
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Intercom9.0
Based on 1 answer
Intercom has really done a great job creating a focused product that provides huge value and is super easy to use. Our entire business group and a few engineering members are using it with no training whatsoever which is super rare for any platform.
Ziv Peled profile photo

Support

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No answers yet
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Intercom7.2
Based on 2 answers
I got very good support so far. New product features and feature requests are a bit slow.
Ziv Peled profile photo

Implementation

No score
No answers yet
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Intercom10.0
Based on 1 answer
Super easy implementation, no issues whatsoever, I can say I envy this part of Intercom
Ziv Peled profile photo

Alternatives Considered

SNS is much more customizable compared to SES and allows for many more delivery methods. While it is better for email-based notification services, not being able to send notifications via SMS limits your app functionality considerably. Being able to switch message delivery types is an invaluable tool for any application deployment
Dylan Cauwels profile photo
Intercom met our requirements from the beginning. We did not evaluate any competitors. We use Zuora on our support team, which has some overlap, but I am not a user of that.
DJ Kline profile photo

Return on Investment

  • Positive from the cost savings of the service itself
  • Positive from the labor savings from both the ease of setup and learning curve of the programmers
Dylan Cauwels profile photo
  • We were able to respond to customer needs much more quickly thanks to qualitative data
  • We were able to engage with multiple customers quickly and easily from anywhere
  • Enabled us to hire our first remote employee to handle support needs
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Pricing Details

Amazon SNS

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

Amazon SNS More Information

Intercom

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

Intercom More Information