Intercom vs Salesforce Service Cloud

• 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.

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• Flexibility of data tracked, displayed, reported on, and customized.
• Single source of truth for support, implementations, sales and management.
• Ability to integrate through built-in app exchange and easy API.
• Reporting and emailed reports with direct links to drill down into data.
• Do virtually whatever you "need" to do.

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• 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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• Incredibly complex to set up and configure.
• Multiple points of potential failure.
• Things Desk.com did out-of-the-box require customized code and components in Service Cloud.
• Front-facing community is extremely difficult to configure and comes with many limitations.
• No help is provided by Salesforce without expensive Premiere Support plans.
• Expensive! Hidden costs and development costs are going to make Service Cloud far more expensive than almost any other Help Desk provider out there.

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• 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.

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• While I don’t have a dollar value because I’m not the manager of the support team, I have heard many accounts of how the use of Service Cloud has made us much more efficient at delivering customer support
• Using Service Cloud has had a big impact on removing silos between departments because it’s much easier now for non-support users to interact with cases
• We now have a lot of automation of other features that we didn’t have before Service Cloud, for example, integration with our customer survey tool

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