What users are saying about
11 Ratings
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Top Rated
183 Ratings
11 Ratings
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Score 8.5 out of 101

Intercom

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Top Rated
183 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.6 out of 101

Likelihood to Recommend

Amazon SNS

When your entire infrastructure is part of Amazon ecosystem, this service will act as a common thread for communication. It provides simple pubsub way to make sure real time notification. It is extremely easy to send notifications via SMS, email and Push Notifications. When async processes are running and you want to notify some other services, this service becomes first choice by default.The only scenario where SNS is little less appropriate is heavy data volume. Sometimes you may get delayed notification.
Apurv Doshi profile photo

Intercom

Intercom is great for companies that have close relationships with customers or who want to have close relationships with customers. It's the ultimate tool for being able to communicate with customers in a personalized way, provide them with real-time answers, as well as allow them to help themselves with knowledge base tools and automated messaging.
Jacob Pitcher profile photo

Pros

Amazon SNS

  • 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.
No photo available

Intercom

  • Intercom splits their chat really well. The chats are able to be split between internal notes and actual sent messages.
  • Tagging works really well in Intercom. You can tag each user and can also tag users in messages/internal notes so they can directly see messages intended for them.
  • Easy documentation management. You are able to find the help docs you need easily even during a chat message.
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Cons

Amazon SNS

  • 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

  • Targeting messages appropriately
  • We often have several messages compounding on top of each other
  • I'd love if they could notify people who have not marked our announcements/messages/communication as read so that they don't end up having several un-related messages overwhelming them
  • When a thread is continued from a previous questions, I wish it was more obvious that the conversation had already been started with a particular person
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Likelihood to Renew

Amazon SNS

No score
No answers yet
No answers on this topic

Intercom

Intercom 9.6
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

Amazon SNS

No score
No answers yet
No answers on this topic

Intercom

Intercom 9.0
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

Amazon SNS

Amazon SNS 9.0
Based on 1 answer
We have not come across situations where we need support for SNS. However for other AWS services, we have received really good support to solve the issue and to define the architecture.
Apurv Doshi profile photo

Intercom

Intercom 7.2
Based on 2 answers
We received an almost immediate response, however, despite the issue being quite urgent and stating that, we did not receive an update for almost an entire day. When we requested an update, we were told that this was due to time differences between the person that received the request and us. The timely nature of support should not be dependent on a single person
George Markou profile photo

Implementation

Amazon SNS

No score
No answers yet
No answers on this topic

Intercom

Intercom 10.0
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

Amazon SNS

As I mentioned previously, I wish we had gone with a different service such as a Mixpanel or OneSignal as they are reputable in the space and are known for their strong support and documentation. AWS SNS was the way to go for us at the time we chose it due to the fact that we were getting into using AWS Microservices and felt it would be best to stay the course.
No photo available

Intercom

SnapEngage allows you to:
  1. Customize CSAT/CES/NPS scores and questions from your customers about your agents.
  2. Automatically import chats to your CRM.
SnapEngage is not a perfect tool but also allows easy stipulation-setting for when the chats should appear on different web pages. It also tracks these stats once they are live on the site.
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Return on Investment

Amazon SNS

  • It has helped our team to be alerted quickly to undesirable changes in our AWS environment so that immediate action can be taken. Hence it has saved us a lot of time and money due to quick action.
No photo available

Intercom

  • We've seen an increase in number of registrations for webinars by advertising them in-app using intercom.
  • Greater awareness of product releases which has help reduce frustration and promote satisfaction and ultimately stickiness to product.
  • Greater number of leads because visitors to website are more likely to submit a query in a chat box than send a direct email.
Nikhil George profile photo

Pricing Details

Amazon SNS

General

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

Intercom

General

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

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