Intercom makes us happy
June 17, 2016

Intercom makes us happy

Andrea Heltai 💬 | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Intercom

We use Intercom in order to provide support for users of our web app. It's an easy way to get in contact with visitors and users, answer their questions and address their pains.
We also used Intercom to successfully create drip campaigns in order to guide our users through demo, new features, setting up account and many more.
  • Great customer support on their part (they usually answer your question within a few hours)
  • Drip campaigns - Intercom in great for sending automated messages to users in-app and by email
  • AB testing - it's really easy to test out messages and message designs with Intercom's AB testing features
  • Instant triggers for automated messages (right now, if you have a message triggered by an action, it takes a while for the message to show up)
  • Consistency through the app (sometimes you have to do a bit of a guessing game to find something - like messenger settings aren't in the messages section, which I, for one, found weird)
  • Direct user feedback
  • Shared platform for employees to offer support
  • Easier activation activation
UserVoice was too expensive for our needs, and in our opinion didn't have a user interface as good looking as Intercom's.
I believe Intercom is great for websites where users need to log in in order to use the services. On the other hand, I don't think it would be as well suited for a mobile app, for example, as it can become frustrating for users to have pop-ups on their mobile device or tablet.