I'm into Intercom!
April 27, 2015

I'm into Intercom!

Joris Brabants | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Intercom

When we started with Intercom we tried to improve our onboarding process, so it was a marketing tool for us in order to connect with users and get them through their trial period. We noticed that the response of our users was very positive and rolled out other things the software offers as well.
  • First of all it helps us with navigating our users through our service in order to get them to understand all features (based on their behaviour)
  • It helps us gather feedback and lets us analyze usage of our service
  • Now we also use it for support
  • Sorting/filtering of auto messages gets hard when your message list is growing
  • Increased conversion rate
  • Decreased amount of systems used
Alternatives are stand alone systems which don't combine all the powerful stuff that Intercom offers. We had an e-mail suite, made some custom things ourselve, analytics software, etc. which have to work together using their API's, so the more systems you're using the more difficult it gets to manage it. Intercom removes all this hassle so you can focus on customer success.
When you're dealing with e-mail, behaviour based e-mail, direct messages, onboarding, etc. then Intercom is all you need. It makes your communication flow easy to setup and easy to manage, gives you the ability to perform A/B tests on your messages and create actionable segments to work on with your team.

Using Intercom

25 - Customer Service: our customers can contact us at any time through Intercom.
Customer Success: event based messaging helps our users navigate through our apps
Marketing: easily set up A/B tests and get powerful insights into user behaviour
Sales: close deals faster by following up key prospects and help them during their demo
2 - First of all our development team implemented the Intercom API so data can go to Intercom. Based on the events and properties the marketing team has set up a couple of communication flows in order to help our users through the product. Since we're using it we increased our customer success dramatically
  • Onboarding
  • Support
  • Marketing