Intercom, a great way to connect with your customers in real time and in the right context
October 06, 2016

Intercom, a great way to connect with your customers in real time and in the right context

Ziv Peled | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Intercom

Intercom allows me to connect with my customers on a daily basis in real time and keep them updated.
  • Real time engagement
  • Login statistics
  • GEO location of active users
  • Lack of analytics
  • Lack of advanced reports
  • Getting all the data I need about the usage of my customers in my platform
  • The ability to interact with my customers in real time
  • Being able to update my customers by segment or by the page their are at
  • Liveperson
Other chat tools are not well connected to any platform, Intercom was built for SAAS and it was also cost effective.
Intercom is well suited for:
  • To connect with your customers in real time
  • Getting feedback from customers
  • Sending updates

Using Intercom

110 - Customer Success Managers, Sales, Support, Finance
7 - We have a few admins and the BI team that maintains Intercom's API and connects it with our CRM and Salesforce.
  • Real time communication with our customers
  • Communications with different end users
  • Identify the end user path/funnel and communicate with context and on the right time
  • Identify usage patterns
  • Stay connected with our customers at all times
  • We identify different scenarios (Positive and Negative) and communicate with customers in real time.
  • We are able to communicate with VIP and strategic customers with live proactive chat without providing it to all customers.
  • We are able to contact customers with debt in real time while they use our system.
  • We are in the process of adding many more attributes to Intercom to be able to segment our customer better and give them even better real-time service.
  • Our Customer Success Managers will be able to connect with more of their customers and end users in real time and decide who will get automated messaging and with who they will engage in real time.
  • As a SAAS service, we also want to celebrate our customers' success with them, we are going to use Intercom more for doing that as well.
One of the great things Intercom provides is the ability to communicate with our customers/end users in real time within our platform, this is by far the most important value we looked for.

Evaluating Intercom and Competitors

  • Product Features
We have been using Intercom since we started serving customers. The main reason we decided to use Intercom was to be able to communicate with our customers and end users in real time within our platform. Intercom provided that with an amazing easy integration and at a great price which made our choice very easy. Since we started using Intercom 4 years ago their product has evolved; they provide great support and customer success service which is also very important to us.
I wouldn't change anything regarding our selection process.

Intercom Implementation

Super easy implementation, no issues whatsoever, I can say I envy this part of Intercom
Change management was minimal
  • There were no issues during implementation

Intercom Support

I got very good support so far. New product features and feature requests are a bit slow.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
Yes - I'm paying for premium support for real time services that my system is relying on.
Yes - It wasn't a pure bug and the solution was a new feature that took around 4 months; it wasn't a critical issue.
They are always highly responsive which is very important to me (as a Customer Success Executive I can appreciate responsiveness). My Customer Success Manager at Intercom is also always happy to connect and offer ideas and enhance our usage.

Using Intercom

Intercom has really done a great job creating a focused product that provides huge value and is super easy to use. Our entire business group and a few engineering members are using it with no training whatsoever which is super rare for any platform.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Sending an auto message
  • Exporting lists
  • Creating lists
  • Checking usage
  • There is no proper analytics - Daily/Weekly/Monthly active users, trends, etc.
  • Salesforce integration lacks value.
Yes - It was very minimal in the beginning and it's evolving to a product now (Still mainly to enable real-time chat).