Best customer messaging interaction platform
George Markou | TrustRadius Reviewer
Updated May 20, 2017

Best customer messaging interaction platform

Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Intercom

Intercom is currently being used by the customer success and sales teams as a means to segment, monitor, communicate and engage the current users of our SAAS web app. It is also used to communicate with the users in-app as well as for the purpose of engaging with them though automated campaigns.
  • Messaging (in-app or through emails)
  • Customer segmentation
  • A/B testing of campaigns
  • UI seems a little outdated and convoluted
  • It has allowed us to better understand the effectiveness of our web leads by tracking their correspondence with us.
  • Increased retention levels.
Although used for different purposes in general, in terms of automated campaigns, we utilize both products. Totango seems to be more appropriate as it allows for better goal definition and provides more flexibility with a simpler interface.
Intercom excels in user messaging. It lacks however in the automated campaigns department, where we currently prefer to use Totango, as it is simpler and more clear.

Intercom Support

We received an almost immediate response, however, despite the issue being quite urgent and stating that, we did not receive an update for almost an entire day. When we requested an update, we were told that this was due to time differences between the person that received the request and us. The timely nature of support should not be dependent on a single person.
ProsCons
Good followup
Problems get solved
Immediate help available
Quick Initial Response
Slow Resolution
Not kept informed
Escalation required
Need to explain problems multiple times
No - We do not resort to customer support that often, so it is not necessary to our everyday use.
The Intercom support team is great for simple questions. Their response time is almost immediate, which is somewhat to be expected due to the nature of their product, obviously