Item: Intercom
Rating: 8
Author: Matthew Barnett

Overall Satisfaction with Intercom

Use Cases and Deployment Scope

We use Intercom for a number of areas of the business:

Onboarding and welcome
Customer and respondent support
Retention
Website support with Acquire

The benefits are having a single portal for all the above, whereas before we would have used multiple. Talking to users in real time gives us great visibility, and ensures we constantly get top reviews for customer service - not to mention happy and longer retained customers.

We use trigger based emails and contact to educate, onboard and retain our users dependent on their profile and actions.

Pros and Cons

Pros

Onboarding - Email targeting depending specifically on what actions a user performs in their first 7 days enabling us to reinforce tasks that are crucial to activation.
Website support - Answering visitors questions and converting more traffic to users.
Assignment - Assigning support throughout the team for rapid, and best responses.

Cons

More customisation of Email design.
More customisation of Email logic for instance delivery based on previous emails having been sent.
Better Android app - this has limited functionality for now.

Return on Investment

Activation increase by 25%.
Higher conversion from website visitors with Acquire (no stats as only just started using).
Much faster and more fluid customer support.

Alternatives Considered

email, MailChimp, Campaign Monitor, Zendesk and email

We still use some of the above for specific tasks, but overall it comes down to being able to do much of the above in a single portal, as a team. Time and quality is of the essence, and Intercom is built for scale which as a tech business is hugely appealing.

Number of Contacts (List Size)

Less than 10,000

Using Intercom for B2C or B2B marketing

B2B

Likelihood to Recommend

[Consider] price and therefore business needs. Super early stage companies and high growth companies may find Intercom expensive - from what I see it doesn't scale too well. We have to actively remove "users" who aren't users but are respondents (we are a survey software) - Intercom prices on all contacts.

That said I think most SMB's can get value from Intercom - definitely worth a shot.

Comments

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Intercom from a high growth startup