Great tool for businesses that want one tool to do it all (or at least most of it)
February 18, 2020

Great tool for businesses that want one tool to do it all (or at least most of it)

Veronika Baranovska | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Intercom

Intercom cemented their position in the SaaS world with their chat, and that indeed remains one of the strongest features of the platform. We used to use Intercom across the whole company, but after implementing a different marketing automation tool, Intercom is now only used by our support team for live chat and the marketing team for some notifications.
  • Brilliant live chat functionality.
  • Easy to collaborate with teams when replying to customers (easy assigning in chat).
  • Poor marketing automation functionality and tracking.
  • Too many packages and add-on services since the rebrand (can feel limiting as a legacy user).
  • Helps us chat to customers and resolve general issues quicker.
  • Allows to send in-app messages that regular marketing tools can't.
Intercom is right in the middle of HubSpot and Drift. It would work well for a business just starting out, but you'd want something a little more robust later down the line.

If you want an all-inclusive marketing automation tool and have the budget, HubSpot is still my favourite tool.
If you already have a great CRM and live chat is a HUGE channel for generating leads for you, Drift would be stronger.
If you want an all-round marketing tool to do a little bit of everything (from marketing to sales & support), choose Intercom.
If you work in SaaS or e-commerce and want to have a solid live chat on your website, then Intercom is definitely worth checking out. There are plenty of other tools out there, but at the end of the day, you need to choose what's important to your business and go with that.

Intercom is great for startups - it has a lot of the features you'll need to successfully communicate with leads and customers. As for us, we outgrew Intercom and wanted a more robust CRM and marketing automation platform that would also integrate with our SQL database.