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Literally my favorite SAAS software.
March 27, 2017

Literally my favorite SAAS software.

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Intercom

We currently use intercom across a series of teams. I'll be the first to admit that we use Intercom for more than its intended functions, but our marketing team uses it for mass emailing current clients, our customer success team used it for engagement tracking, our support team uses it for live chat. We track data and reports. It's directly integrated with our back-end system. Without Intercom, we would have never been able to grow to having 20,000 customers (an impressive number in our niche industry). There is rarely a meeting that doesn't include an Intercom report of some kind.
  • Tracks User engagement
  • Email campaigns and user satisfaction
  • Live Chat and product update pushes
  • Keeps team on same page with same tools and goals.
  • Load times from page to page can be slow (but as a software company vet, there's not a whole lot they can do about this)
  • Expanded tracking functionality (read more below)
  • Engagement by 50%
  • Improved retention by 15%
  • Provided us a cross team platform to streamline communication across all team member. Love these guys.
  • Totango: great segmentation and tracking. Very difficult learning curve. Literally over a year to build.
  • Salesforce: Garbage. I have always stood by this. Idiots love Salesforce because they think it's smart. It's not. It's just confusing. There is nothing Salesforce does that other CRMs can't. Regardless, I use it every day.
  • Act-On: Very useful software, defiantly more marketing oriented.
  • Olark: Fine. Very plain. I think they are cheaper.
Dozens of others, these are just the first ones that come to mind.
25,000 to 100,000
B2B
This is an abstract question because Intercom is going to only be good for people that are ambitious, caring (for their customers) and needing actionable data. If you run a lazy ship, you will not implement Intercom properly and waste your time and money. But be assured, that is user error, not Intercom's error.

Unfortunately, we are getting to a point where we will need more robust data. We are moving to multiple platforms to do this (Act On, Totango, Zendesk, Olark, maybe others). Unfortunately, we scaled faster than Intercom did, so we will need ways to create more automation and targeted segments.

In this man's opinions, Intercom is great for service driven companies that have between 300-35,000 paying users. From there, you will probably find that you have needs that Intercom can not match. That being said, we were up and running with Intercom in less than 3 months, it has been almost a year to build Salesforce, Totango and probably a few others, and we are still only at about 85% functionality.

Intercom is quick, easy, and easy to train new employees on.