Intercom is a contextual messaging system that supports live engagement with customers via text, chat, or email. It also supports triggered emails, customer segmentation and analysis, as well as integrations with MailChimp and Salesforce, and further extensibility via APIs and webhooks. is the Customer-Centric Communication Platform for Small TeamsWe use Intercom in a few ways for marketing and customer experience: To communicate with our customers across marketing campaignsNew 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 areUtilize 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 .,9,Intercom has helped us utilize a waitlist to launch a new market and accelerated growth. We were able to contact all leads from target areas to let them know we were in their area, and then also able to send different messaging to people that were close, but fell outside our criteria. We used Intercom Smart Suggestions to reduce repetitive responses to conversations and increase customer self-service on our website by 25%. Intercom helps us reach 6000 relevant customers weekly, but also tracked our product usage over all customers from our service. We have a super successful cancellation campaign that helps bring customers back to our product and gives us actionable feedback.,Zendesk, LiveChat and Olark,25,000 to 100,000,Both,Slack, Asana, Zendesk,12,4,Customer Communication (Proactive) Reactive issue resolution Customer campaigns and messaging to increase site traffic and product usage,We've migrated system-specific emails in our tool to Intercom using the webhooks with the API Intercom + Zapier + Slack has allows us to review all internal notes/ comments and search for them later!,Integrations with Magento Using leads for the waitlist for our product,10Would Highly recommendIntercom is a customer messaging platform that enables our team to communicate with leads, qualified prospects, and current customers via in-app messages. This is being used by sales, support, customer success, and other areas of the business. The main departments using it include sales and support. It enables multiple departments to communicate and be on the same page without having to scroll through various email chains.,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.,8,Hard to measure ROI, but it's certainly increased efficiency and convenience when collaborating across teams. Intercom is relatively inexpensive compared to other platforms that require mass email messaging. It has brought together sales and support in a good, healthy way.,,25,000 to 100,000,Both,PandaDoc,, Slack, Snagit, Outreach, LinkedIn Sales Navigator, DocuSign, Klipfolio,5,1,Customer support Current customer relationships Messaging prospects/leads,8,No,Price Product Features,I would ask more people that have used it first hand to see how it works for them. [For example, on] TrustRadius.Intercom, a great way to connect with your customers in real time and in the right contextIntercom allows me to connect with my customers on a daily basis in real time and keep them updated.,Real time engagement Login statistics GEO location of active users,Lack of analytics Lack of advanced reports,9,Getting all the data I need about the usage of my customers in my platform The ability to interact with my customers in real time Being able to update my customers by segment or by the page their are at,Liveperson,Totango,, Zendesk,110,7,Real time communication with our customers Communications with different end users Identify the end user path/funnel and communicate with context and on the right time Identify usage patterns Stay connected with our customers at all times,We identify different scenarios (Positive and Negative) and communicate with customers in real time. We are able to communicate with VIP and strategic customers with live proactive chat without providing it to all customers. We are able to contact customers with debt in real time while they use our system.,We are in the process of adding many more attributes to Intercom to be able to segment our customer better and give them even better real-time service. Our Customer Success Managers will be able to connect with more of their customers and end users in real time and decide who will get automated messaging and with who they will engage in real time. As a SAAS service, we also want to celebrate our customers' success with them, we are going to use Intercom more for doing that as well.,9,No,Product Features,I wouldn't change anything regarding our selection process.,Implemented in-house,No,Change management was minimal,There were no issues during implementation,10,Yes,9,Yes,They are always highly responsive which is very important to me (as a Customer Success Executive I can appreciate responsiveness). My Customer Success Manager at Intercom is also always happy to connect and offer ideas and enhance our usage.,Sending an auto message Exporting lists Creating lists Checking usage,There is no proper analytics - Daily/Weekly/Monthly active users, trends, etc. SalesForce integration lacks value.,Yes,9Unspecified
175 Ratings
Score 8.7 out of 101
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175 Ratings
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Score 8.7 out of 101

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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.
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About Intercom

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.

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