What users are saying about
Intercom
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Top Rated
143 Ratings
4 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>Score 7.7 out of 101
Based on 4 reviews and ratings
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
Based on 143 reviews and ratings
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.

Verified User
Engineer in Engineering
Research Company, 11-50 employeesIntercom
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.
VP Sales & Growth
GetAcceptInformation Technology and Services, 11-50 employees
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.

Verified User
Engineer in Engineering
Research Company, 11-50 employees- 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.

Verified User
Employee in Marketing
Computer Software Company, 51-200 employeesCons
- 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.
Vice President
Longhorn MakerStudioInformation Technology and Services, 11-50 employees
- 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.

Verified User
Employee in Marketing
Computer Software Company, 51-200 employeesLikelihood 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
Support Operations
Hungry HarvestFood & Beverages, 11-50 employees
Usability
No score
No answers yet
No answers on this topic
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.
VP Client Services
AppsFlyerInternet, 51-200 employees
Support
No score
No answers yet
No answers on this topic
Intercom7.2
Based on 2 answers
I got very good support so far. New product features and feature requests are a bit slow.
VP Client Services
AppsFlyerInternet, 51-200 employees
Implementation
No score
No answers yet
No answers on this topic
Intercom10.0
Based on 1 answer
Super easy implementation, no issues whatsoever, I can say I envy this part of Intercom
VP Client Services
AppsFlyerInternet, 51-200 employees
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
Vice President
Longhorn MakerStudioInformation Technology and Services, 11-50 employees
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.
Enterprise Account Executive
MetriclyInformation Technology and Services, 11-50 employees
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
Vice President
Longhorn MakerStudioInformation Technology and Services, 11-50 employees
- 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

Verified User
Manager in Marketing
Consumer Electronics Company, 11-50 employeesPricing Details
Amazon SNS
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Additional Pricing Details
—More Information
Amazon SNS More Information
Intercom
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No