Likelihood to Recommend The Amazon SNS service is well suited to support event notifications, monitoring applications, workflow systems, time-sensitive information updates, and mobile applications that generates or consumes notifications. It can be used to relay time-critical events to mobile applications and devices. It provides significant advantages to developers who build mobile applications that rely on real-time events. It is not well suited for hybrid cross platform mobile application frameworks at this juncture. An optimal version to meet the needs of a cross platform mobile developer is needed as generally the frameworks are not meant to manage real-time events. It is also not suited for cases where the queue management needs improvement or requires special workflows/tooling.
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 Built in for quicker setup within AWS ecosystem. Trusted as you control the users and configuration via IAM and easy access controls. Can be sent to S3 simple storage or for long term storage if required. Can be used in many regions, same configs. 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 At times you receive access denied errors which are annoying. Rarely do you receive internal failure errors where you can't access the information. It is rare but it does happen. You are required to add an MWS Authentication Token every so often. I wish it would pull that information automatically for you so you don't have to go searching for it. 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 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 It is useful for applications developed using event driven architecture. It helps in tracking and logging the events in a very timely and efficient manner. The dashboards are a little difficult to implement. But overall it is very easy to integrate with other AWS services like Lambda, API GW, S3 and DynamoDB. The permissions to access should be resolved before using it.
Read full review 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 Amazon Simple Notification Sevices (SNS) support depends on your usage pattern and definitely on your support plan as an enterprise with AWS. Before reaching out to support you should read their documentation, as they have mentioned almost all the common issues and their solutions there. However, for specific issues, they generally respond in 1-2 business days.
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 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 Amazon’s SNS is incredibly easy to set up compared to the more powerful, but complex, Kafka flavours. SNS’s core advantages are – · no setup/no maintenance · either a queue (SQS) or a topic (SNS) · various limitations (on size, how long a message lives, etc) · limited throughput: you can do batch and concurrent requests, but still achieving high throughputs would be expensive · SNS has notifications for email, SMS, SQS, HTTP built-in. · no "message stream" concept Overall, it would be the best choice to get into the concepts of Pub/Sub concepts as although it has limitations it can provide significant capabilities and solutions
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 Amazon Simple Notification Service (SNS) saved us a lot of extra coding time by providing straightforward functionality we needed in our ad campaign automation tool. Amazon Simple Notification Service (SNS) allows us to maintain a consistent, serverless model within our applications. 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