What users are saying about
12 Ratings
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Top Rated
313 Ratings
12 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 6.4 out of 100

Intercom

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Top Rated
313 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.4 out of 100

Feature Set Ratings

    Security

    10.0

    Freshsuccess

    100%

    Intercom

    Feature Set Not Supported
    N/A
    Freshsuccess ranks higher in 1/1 features

    Role-based user permissions

    10.0
    100%
    5 Ratings
    N/A
    0 Ratings

    Platform & Infrastructure

    7.1

    Freshsuccess

    71%

    Intercom

    Feature Set Not Supported
    N/A
    Freshsuccess ranks higher in 4/4 features

    API

    7.2
    72%
    5 Ratings
    N/A
    0 Ratings

    Integration with Salesforce.com

    7.2
    72%
    6 Ratings
    N/A
    0 Ratings

    Integration with Marketo

    7.0
    70%
    1 Rating
    N/A
    0 Ratings

    Integration with Eloqua

    7.0
    70%
    1 Rating
    N/A
    0 Ratings

    Customer Data Extraction / Integration

    8.6

    Freshsuccess

    86%

    Intercom

    Feature Set Not Supported
    N/A
    Freshsuccess ranks higher in 2/2 features

    Product usage

    8.1
    81%
    6 Ratings
    N/A
    0 Ratings

    Help desk / support tickets

    9.1
    91%
    5 Ratings
    N/A
    0 Ratings

    Customer Success Management

    7.1

    Freshsuccess

    71%

    Intercom

    Feature Set Not Supported
    N/A
    Freshsuccess ranks higher in 7/7 features

    NPS surveys

    7.0
    70%
    2 Ratings
    N/A
    0 Ratings

    Sponsor tracking

    7.0
    70%
    1 Rating
    N/A
    0 Ratings

    Customer profiles

    7.1
    71%
    5 Ratings
    N/A
    0 Ratings

    Automated workflow

    8.0
    80%
    6 Ratings
    N/A
    0 Ratings

    Internal collaboration

    5.3
    53%
    5 Ratings
    N/A
    0 Ratings

    Customer health scoring

    8.1
    81%
    6 Ratings
    N/A
    0 Ratings

    Customer segmentation

    7.2
    72%
    5 Ratings
    N/A
    0 Ratings

    CSM Reporting & Analytics

    7.4

    Freshsuccess

    74%

    Intercom

    Feature Set Not Supported
    N/A
    Freshsuccess ranks higher in 4/4 features

    Customer health trends

    9.1
    91%
    6 Ratings
    N/A
    0 Ratings

    Engagement analytics

    7.0
    70%
    6 Ratings
    N/A
    0 Ratings

    Revenue forecasting

    4.4
    44%
    4 Ratings
    N/A
    0 Ratings

    Dashboards

    9.1
    91%
    6 Ratings
    N/A
    0 Ratings

    Attribute Ratings

    • Intercom is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    6.3

    Freshsuccess

    63%
    6 Ratings
    8.7

    Intercom

    87%
    96 Ratings

    Likelihood to Renew

    Freshsuccess

    N/A
    0 Ratings
    9.2

    Intercom

    92%
    8 Ratings

    Usability

    Freshsuccess

    N/A
    0 Ratings
    8.0

    Intercom

    80%
    2 Ratings

    Support Rating

    Freshsuccess

    N/A
    0 Ratings
    8.0

    Intercom

    80%
    5 Ratings

    Implementation Rating

    Freshsuccess

    N/A
    0 Ratings
    10.0

    Intercom

    100%
    3 Ratings

    Likelihood to Recommend

    Freshsuccess

    Any SaaS company that needs to measure and track the health of client and user accounts will find the data provided by Natero extremely useful. If you have a support team that is tracking tickets, to-do-lists, etc. across different platforms, you'll be happy to know that you can consolidate most of those existing workflows into Natero, making this a single platform for your CES team to keep things running smoothly.
    Garrett Genest | TrustRadius Reviewer

    Intercom

    The intercom is well suited for email handling. We are currently experimenting with IBM Watson virtual assistant integration to automate customer responses at the first point of contact. Would love to see Intercom develop its own deployable plug-and-play customer inquiry funnels (via eForms, chatbots, etc) which companies could embed as a widget that would seamlessly connect to the Intercom hub.
    Anonymous | TrustRadius Reviewer

    Pros

    Freshsuccess

    • Love the accounts view to see all my accounts, their health and some helpful stats!
    • The charting is relevant and detailed for customers to understand their usage of our product. The look and feel is very clean and easy to understand.
    • In the account, you can link to other documentation, which is great!
    Anonymous | TrustRadius Reviewer

    Intercom

    • Its in-app overlay is both minimal, but also attention-grabbing. Our customers always know how to get ahold of us.
    • Intercom's instant messaging platform allows to quickly drag and drop screenshots as well as a giphy menu, leading to a great customer experience.
    • Intercom provides great reporting and blasting capabilities.
    Anonymous | TrustRadius Reviewer

    Cons

    Freshsuccess

    • Make set up more self-service. We are changing a lot of systems, and it was challenging to have to coordinate every item with Natero.
    • Automatically triggered emails based on certain usage.
    Anonymous | TrustRadius Reviewer

    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
    Anonymous | TrustRadius Reviewer

    Pricing Details

    Freshsuccess

    General

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

    Starting Price

    Intercom

    General

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

    Starting Price

    Likelihood to Renew

    Freshsuccess

    No score
    No answers yet
    No answers on this topic

    Intercom

    Intercom 9.2
    Based on 8 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 | TrustRadius Reviewer

    Usability

    Freshsuccess

    No score
    No answers yet
    No answers on this topic

    Intercom

    Intercom 8.0
    Based on 2 answers
    It is very easy to learn and use for newbies. They use their features to help the user learn how to work Intercom. I was guided by product tours several times during my initial training. Being slightly more advanced with technology, I wish I could make more changes to the platform, but they have designed it in a way to make it easier for all levels of tech users.
    Anonymous | TrustRadius Reviewer

    Support Rating

    Freshsuccess

    No score
    No answers yet
    No answers on this topic

    Intercom

    Intercom 8.0
    Based on 5 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 | TrustRadius Reviewer

    Implementation Rating

    Freshsuccess

    No score
    No answers yet
    No answers on this topic

    Intercom

    Intercom 10.0
    Based on 3 answers
    Super easy implementation, no issues whatsoever, I can say I envy this part of Intercom
    Ziv Peled | TrustRadius Reviewer

    Alternatives Considered

    Freshsuccess

    I highly recommend and prefer using Salesforce over Natero. Salesforce allows me to pull in as many fields into a report as I would like, compared to 14 different fields into Natero. I am able to view and make changes to information much quicker than Natero. I like Salesforce much more.
    Anonymous | TrustRadius Reviewer

    Intercom

    It wasn't listed up there but Salesforce also has a program called Digital Engagement outside of Pardot that is its very own chat bot. The support that you get with Salesforce products can be a bit hit or miss, as well it is generally more expensive than programs like Intercom. The integration can't be beat, to be sure, but unless your chat bot is receiving dozens of messages a day the limitations of the Intercom-Salesforce integration are negligible the price of changing over to a new platform, having to work with a Salesforce specialist, and the literal price itself.
    Anonymous | TrustRadius Reviewer

    Return on Investment

    Freshsuccess

    • Visibility - We can now see in one place the many dimensions of customer health
    • Focus - Knowing who is in trouble and how that affects the business means teams can focus on key accounts
    • Insight - Natero shows the effectiveness of common actions, therefore we can improve processes over time
    Ewen Fortune | TrustRadius Reviewer

    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 | TrustRadius Reviewer

    Screenshots

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