- We use Intercom in a sales capacity to nurture initial visitor traffic and repeat visitor traffic using a combination of automated messaging and lead routing sequences to make sure we stay on top of all opportunities. Furthermore, as visitors return to our site, we are able to use rule based messaging to create impetus for them to convert to enquiry or convert to trial.
- From a customer success perspective we use intercom to manage all of our support ticket workflow and to make sure clients are supported in real time as they onboard through the product and in the later stages of their life cycle.
- From a marketing perspective, we enjoy that we can easily message our uses in app or on a number of different platforms to run promotions and to provide education around further use cases for GetAccept
- From a billing perspective, all customer data is managed within Intercom allowing us to facilitate full lifecycle management of our customers
- Ease of use. I previously had no experience with a solution of this nature and it took me all but five minutes to get started and probably half a day to progress to the intermediate level. Now I feel like an experienced user of the product
- Plethora of capabilities - chat solutions are normally confined to just that - chat. Intercom does so much for our business and the way it connects all the elements makes executing strategies rather intuitive.
- Personalization. Each rep/agent is able to take on a persona of their own and develop key relationships with clients
- Re-assignment and triage is extremely easy with us able to transfer cases based on rules or manually within the UX
- The mobile app is friendly and although it requires some tweaks, makes it amazing to engage with prospects at all times of the day when we are away from the computer
- We like the new bots feature and have created custom journeys to help steer prospects through a journey if our attendants are not available. In addition, we have heard about using these bots for active users but have not gone there yet
- Video snippets are immensely valuable in standing out from the crowd!
- I think analytics is probably the weakest area of the platform. Being heavily numbers driven - I am not able to produce advanced reports in Intercom and often resort to exporting the data manually. I would stress a big improvement would be to improve the conditional logic within the analytics dashboard. For instance - a user is limited within filters and cannot nominate multiple variables for instance - User tag is "X" OR "Y" - in the current set up this would require two filters not one so adding this advanced logic would be helpful
- I think the new UI/UX was a step backwards and prefer the old look and feel
- Can get pricey as your contact volume increases
- Links to 3rd party CRMs like/Pipedrive/Freshsales so that if opportunities were engaged with sales - this would either show a notification to agents to advise them of the existing relationship or would automatically assign the sales rep to engage in further conversation. I have now seen releases for Salesforce and Hubspot - but i think the feature set here could be expanded a little more
- Integration with Linkedin API to help personalization of conversation and serve recommendations
- The standard operator bot needs to help users make it "cooler" - without modification it simply asks for contact details and therefore has a transactional feel with the customer
- Really easy to integrate with API.
- Easy to setup messages.
- Ongoing development and new features.
- Good level of user roles and teams.
- Message goal tracking needs to be enhanced so users can choose goals based on specific actions. E.g. watched video.
- Billing is based on number of contacts in database. This number keeps growing as more people trial your software so the subscription cost grows rapidly. Needs contact management to delete old contacts.
- Automated conversations/bot greetings.
- Interactive forms (bot questions instead of static forms).
- Data enrichment (uses FullContact).
- Can't turn off auto bot greeting at night, so people get frustrated when the bot greets them after hours and they cannot get a live person.
- No Pipedrive integration.
- No Drip integration to pass off attribution or to allow identification/tracking.
- Tagging users based on their activity. You can customize a lot of components on Intercom and users can be tagged according to set parameters automatically.
- Since everything on Intercom is transparent, it is easy to collaborate and help users.
- We can set reminders and snooze the conversations.
- Intercom sometimes becomes a little confusing because there are some parameters which come default with Intercom and you can't remove them.
- Since Intercom's cost is based on the number of users on the platform, it can become a little expensive.
- Intercom should really concentrate on building their reports, the reports are very simple and don't give deep insights for evaluation.
- Intercom splits their chat really well. The chats are able to be split between internal notes and actual sent messages.
- Tagging works really well in Intercom. You can tag each user and can also tag users in messages/internal notes so they can directly see messages intended for them.
- Easy documentation management. You are able to find the help docs you need easily even during a chat message.
- They have custom icons which makes it hard to understand which buttons mean what. It can get confusing to the reader that the help docs and the chat messages all have the same icons in the UI.
- There seems to not be a snooze functionality when you are not on shift and don't want to be receiving messages from intercom.
- Some messages become notifications (push) and some do not. Maybe it is a bug right now but it is not as consistent as the email notifications are.
- Ease of use.
- Mobile App.
- Canned responses.
- Some of the automated messages don't work as well as I would like.
- Occasionally a delay with the mobile alerts.
- Navigating the actual website can be confusing.
- Makes it easier for people to engage with us with the messenger
- Nice to have customer support, sales and marketing dialogue in one platform
- Ability to set up behavior based communications for onboarding etc.
- Most new features are put in new products that you then have to buy.
- More transparent (and lower) pricing - it's quite expensive
- Integration to Pipedrive is missing
- Templated answers and ticket management—we use Intercom to manage all of our support, significantly reducing the time our team spends on the phone
- On-site chat for sales and marketing—it's a simple and intuitive interface that's easy for visitors and customer alike to use
- Customer success and product development—it's clear that Intercom is committed to growing as a company and that's reflected in the continuous development and actionable content they release
- More robust chatbot functionality is needed for hours when our team is offline
- Reporting! Especially when it comes to message performance. This really needs to be built out
- The API could use some work
- You can capture leads that come to your website
- You can answer peoples' support questions and direct them to your help center
- I can use their app and answer people from anywhere
- Kind of cookie cutter workflows, lacks some customization
- Their email message editor lacks some customization, but not a deal breaker
- Could have better qualifying parameters when leads come in
- To communicate with our customers across marketing campaigns
- New customer acquisition
- Segmenting our customer base depending on logic within our backend to target our communication
- Tag conversations and monitor incoming conversations to determine what their pain points are
- Utilize a Smart Suggestion feature to provide website and product walkthroughs (such as canceling their account or updating their information) that allows images and text.
- Segmenting customers based on your backend API. This is such a critical part of our business for giving the right communication to the right customer.
- Ease of use/intuitive interface. This is a product that needs minimal instruction and is easy to use.
- Search functionality. You can search by customer/lead, by conversations, by word - the search is fast and relevant. Easier still if you tag conversations consistently.
- Customizable fields for logging conversations with customers like "tickets". This is hard when you want to have a hybrid help desk and customer service team. Example: I'd want to log issues as solved or attribute an issue to a department and make that a required aspect before closing the conversation.
- Issue follow up. You can use the "snooze" function, but that doesn't help if you want to close the issue and come back to it at a later date. Snoozed conversations are still open, which could affect your metrics if you look at conversations per hour.
- Intercom icons indicating where it comes from (app or email) are hard to read .
I would not recommend intercom for a technical support help desk where ticketing is required for development work, or for a customer service environment where the key decision maker for an issue isn't available for immediate judgement calls. (Example: The customer wants a large dollar amount credit, and the person who is fielding conversations can't do that without authorization.)
It's also a great way to track previous conversations and reference as needed when recurring issues arise. With the chat component, it's a lot easier to engage with the customer in real-time to answer questions or provide technical assistance.
- In-app chat for clients/prospects on your website or in your app.
- Track usage data and "last engaged" date when they were last in your platform.
- Store and track historical conversations and issues customers have had
- The UI is not as simple or as intuitive as I would like. Identifying all users within a single company and seeing who is engaging well and who isn't is possible, but harder to do than I would expect.
- Tracking individual tickets or cases isn't really a functionality. You can track conversations, but not tickets. From my experience this has been the case.
- A report displaying most common words or issues surfaced and by whom would be great to share with my team and leadership.
Intercom does not do as well if you have a high volume of clients and want to automate most interactions and not have a human devoted to 1:1 interactions with clients. For large client bases, it may not make sense to have a human dedicated to 1:1 interactions with every client. Intercom best supports this human touch relationship.
Intercom Review: "Effective way to manage high volume customer inquiries through collaboration, allows you to achieve high-satisfaction"
- Layering of conversations, 1st and 2nd level responders can be set to involve different teams for different cases
- It allows conversation with colleagues through note, which allows you to collaborate with teammates for a given problem
- The tagging and snooze system is effective in keeping order
- It could allow companies to categorize old threads by subject
- It could add an integration with call tools such as Outreach
- It could add task option for individual users to keep track of affairs individually
- Collecting qualification information for leads
- Educational content and templates to send to leads
- API is strong
- I'd like to see the user search get a bit easier, it sometimes can not match users
- I do not like the snooze function
- More personalisation for backgrounds etc., would be nice
- LIve chat - easy to use and extremely helpful for our customers and leads
- Support - Intercom provides great support. All the times I needed help, it was a pleasure speaking to their support agents.
- Automatic messages - a great way to save time but keep in touch regularly with the clients.
- Even though Intercom's support is great and helpful, sometimes it is slow.
- Campaigns - it needs some more time to fully understand this function. I couldn't set it up without the help of support.
- Some small bugs that you encounter while using it. Nothing too serious but sometimes annoying.
- The user interface is highly intuitive.
- The system is robust and offers us a seamless, fast way to communicate with our users.
- The in-app integration gives us insight into our user behaviour.
- Integration with Stripe allows us to automate our finance and billing communication.
- A more flexible email template composer would be welcome.
- The mobile app is fairly basic, more features such as user filtering would be beneficial.
- More intuitive way to display the messenger within the app - i.e. choose when and where to display the messenger.
It also allows us to respond to chat support requests, and follow up in real time or later.
Finally, we use the Intercom educate product, which is a simple documentation system.
- Excellent for maintaining communication with your trusted users/customers.
- Great for real-time communication in-app, particularly for support and feedback.
- Good for creating email campaigns that communicate with your users, based on their interests and actions within your product.
- They have very good support themselves, and respond quickly to any problem.
- Their "operator" functionality tries to suggest knowledge base articles that match the user question. This is okay for fairly obvious stuff, but is often wildly off the mark. It is a frustrating experience as an end user.
- Their automated messaging can easily get really annoying to your customers. This is not a fault of the product - but the product does make it easy to pester customers. Their documentation is really great at teaching you how to communicate with users, so this isn't really a fault.
- Very small nit, but when building segments of users, you can't specify both AND and OR conditions. This makes it frustratingly hard to build up nuanced segments.
It's also perfect for managing user-targeted messaging on how to use your product and get the most out of it.
- Customer and lead platform, the messenger prompts your site visitors to enter their information and become a new lead.
- Customer support, when customers can chat with your team at any time it saves phone time and allows them to solve issues quickly
- The API is a little lacking in options.
- Ideally, you would use them to segment and update all client information.
- This software enable us assign, reply, and close conversations across the company's website, social media, and mobile app.
- Operator Bot: This tool allows us hold conversations with our customers when our support staff are offline.
- Conversation tagging: This tool allowed me bring my colleagues into conversations with our clients simply by typing their names in the conversation.
- We had issues where customers had sent us messages on Intercom and we never received these messages.
- Intercom need be more focused on either being a sales, support or marketing tool; it tends to be everything at same time, thereby making it unable to provide a perfect experience in any of the earlier listed areas.
It is also perfect for key metric measurement; allowing us better understand our business' key insight.
We were also using intercom mailing system at some point to on board our clients.
- Instant chat with website visitors : very useful to connect with potential buyers who wish to remain anonymous
- Target specific people : you can trigger specific messages based on a user behavior either on your website or towards your product
- Mailing system had poor targeting rules, it was very difficult to control my overall workflow and make sure people would receive the message I wanted
- Pricing can be super expensive based on your user base
- Instant chat with website visitors
- Lead generation
- Sales contact
- Intercom integrates smoothly with our apps. It's customizable and very minimal so that the appearance isn't particularly intrusive to the rest of our app's layout.
- Intercom has made it extremely easy to create professional messages that look simple, clean, and modern, but also fun. They support pretty much all the media you'd want to put in a modern message or email (.gifs, embedded videos, photos) and custom HTML/CSS emails if needed.
- I love that Intercom is constantly innovating and developing upon their platform. They come out with new features regularly that add loads to the experience.
- The attributes that Intercom provides with each user make it easy to filter and narrow down your audience to the ideal recipients of a message.
- Intercom could be better at integrating with Salesforce. Ideally we'd love for Intercom to sync communications with Contacts and Accounts, and I currently am not aware of a way to do this smoothly.
- While Intercom already does a great job of providing insight into individual Engagement message analytics, I'd love to see some valuable advanced reporting and analytics dashboards of our communication and interaction with users, as well as user activity.
- Intercom provides detailed filtering for attributes, but it would help my team and I if even more advanced filter logic were available, similar to Salesforce's filter logic.
- With Intercom, you can set up target, timed messages to your audience(s). When people sign up, drop off, become inactive, etc. you can send tailored messages.
- Intercom allows for mass emailing without any problems.
- Intercom is great for being able to collaborate and discuss a problem internally while reviewing the prospect's email.
- When collaborating between various departments, there have been a couple times that I've accidentally sent what I thought was an internal message to the actual customer. While it was a user error, it's an easy mistake to do. Better distinction of who you're sending messages to would be helpful.
- Sometimes it gets confusing when you reply to a message directly in Intercom, on mobile device, and via email. It just gets kind of messy because multiple messages come in.
- The initial training is kind of confusing.
- Anonymous Visitor Traffic
- Automated Customer Support
- Onboarding & Nurture Campaigns
- Their "help" stuff is pretty limited functionally at the moment. We use it more due to convenience and the automated responses you can wire up via chat to link help articles given keywords.
- It is extremely good at enabling us to quickly and efficiently respond to all incoming queries.
- It captures all the historical data of the users making it easy to look back at previous engagements with the customer.
- You are able to easily allocate and copy in other teams and team members. Great for cross team collaboration.
- The reporting is accurate and very sophisticated.
- It's a little complicated to get to grips with. There are almost too many features and can be overwhelming.
Only issue is when someone messages in from our website and we don't have any details other than the email. We might be wasting our time engaging with what we think might be a lead but it actually is someone who is not a fit.
- Customer chat - no lag, lots of options
- User behavior analysis - We can see all events done by the user and previous chat logs
- Marketing automation - since our users download a lot of content, we can't "merge" them into one person and therefore have to manually add or exclude email emails from mailing lists.
- SaaS products
- Anyone with a complicated product that users are likely to have questions about
- Any company that wants to be more transparent in communication
Intercom Scorecard Summary
Intercom is a contextual messaging system from the company of the same name founded in 2011 and based in San Francisco. Central to Intercom is live engagement with customers who visit your site or use your apps via text, chat, or email, or summarily: contextual messages for customer outreach. Beyond the core capabilities, Intercom also supports triggered emails for engagement or marketing purposes, customer segmentation and analysis, as well as integrations with MailChimp and Salesforce, and further extensibility via APIs and webhooks.
Intercom's popularity has expanded rapidly since its inception; the company is backed by The Social + Capital Partnership, Bessemer Venture Partners, and others to the tune of over $30 million in funding. The free package Observe is included in all paid plans and is available indefinitely as a standalone, and supports unlimited tracking of activity and visitor data. Beyond this the pay-per-user styled priced tiers may be tried for free for 14 days, and contain contextual, in-app messaging and triggered messaging for learning about customers and maintaining engagement. This highly configurable platform may be purposed simply to track visitors, or to chat with live visitors and increase customer engagement, and for marketing purposes.
Intercom Technical Details