Likelihood to Recommend 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 During our use of MAPP Digital, it is deserving to say that the product helped us to overcome the main challenges we faced in our business at the time. As a preliminary user I have struggled much with hosting manual campaigns on remarketing etc. But with the Mapp digital software hosting marketing campaigns became a complete automated process with supervision. This feature offered by Mapp made a huge decrease in my daily workload and I'm more than grateful for it.
Read full review Pros 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 BlueHornet's WYSIWYG (What You See Is What You Get) interface for creating emails is easier to use than many platforms. Users appreciate this. BlueHornet makes it super simple to create a version specific for mobile devices. I am a big fan of the custom data segmentation tools built into BlueHornet. They are powerful and easy to use. Many other ESPs, including a number of the top rated ones, do not have such powerful, easy to use segmentation tools. This matters. It helps a user send more relevant emails. BlueHornet makes sharing to social networks simple. In this day and age, forwarding to a friend is dead. Sharing to social networks is essential. Having this be easy to do is very important. Read full review Cons 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 It would be nice to see the API's functionality introduced into the web client. The reporting tools for transactional messages is different than the rest of the system. This promotes difficulty with getting accurate reporting in the web client, outside of an API call. The custom fields are different for transactional messages, which introduces times when human error may flub the fields because they aren't contiguous throughout the product. 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 Although BlueHornet offers helpful testing capabilities, the ESP is a bit outdated. There is a lot of room for aesthetics improvement as they are not appealing. The reporting tool is usually broken, and reporting either no, or wrong metrics. If this ESP were to update their design, as well as fix the reporting tool, I think this platform would be much better.
Read full review Usability 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 There were three tabs used to navigate throughout the system called, "publish," "engage," and, "measure." These three tabs made the site very user friendly and all features easy to find
Read full review Reliability and Availability always there
Read full review Performance works perfect
Read full review They rolled out new feature requests quite frequently and always kept our team up to speed on what they were changing/adding to the system
Read full review Support Rating 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 Sometimes it was hard to get an initial response but after we started CCing more people, it became a lot better!
Read full review Online Training Easy to know the learning path
Read full review They made sure to go through anything and everything that we wanted
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 I wasn't there when they first got it, but when I got there there were only a few people that knew a little bit about it. There was A LOT that we didn't know. Then BlueHornet came and had some workshops and we learned a lot that we didn't even know existed. They were doing a lot of things wrong before BlueHornet came and showed up more about the tool
Read full review Alternatives Considered 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 We were able to thoroughly evaluate the program for Mapp Digital thanks to the free trial's availability. Comparing the two products' graphical user interfaces, it's evident that Mapp Digital comes out on top. Mapp Digital's excellent customer service was another reason for our decision to work with the company.
Read full review Return on Investment 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 BlueHornet has been a good entry-level platform. We have successfully launched scores of clients with limited email marketing experience onto this platform. Because it is easy to use, we have spent minimal effort needing to help these clients with problems. It is easy to migrate clients on or off BlueHornet, depending upon their needs. This is helpful because it allows our clients to be on exactly the right platform. Some platforms make it difficult to migrate off, essentially trapping clients on a platform that no longer meets their needs or business objectives. I wish BlueHornet were keeping pace with technology advancements in the industry. The gap between the biggest ESPs and competitors like BlueHornet seems to be growing. Read full review ScreenShots