Intercom is good but you need a strategy
May 18, 2017
Intercom is good but you need a strategy
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with Intercom
We use Intercom across departments (Marketing, Customer Success & Customer Support) to encourage users to adopt new features that we release in the platform. We also use Intercom to make big platform based announcements. Segmentation capabilities within Intercom are also used to devise effective messaging to individuals who do not log in or use the platform very often.
- Segmentation is very effective and in depth. User login, time of day, date and locale information allow us to target audiences very effectively.
- Messaging is easy to set up and initiate.
- Dashboard based reporting is something that needs work. If I have set up alerts around messaging then when I log in I want to see some stats around how my audience responded to this messaging. Impressions, clicks etc.
- Integrations with tracking tools like Mix Panel so that user messaging can be coupled with analytics.
- Integration with Salesforce that allows for flow of information to my SFDC environment if a user reacts to my messaging.
- Intercom has helped us drive greater outreach with individuals who we would otherwise have struggled to engage with.
- We see higher response rates to surveys when these are promoted by Intercom.
- Our platform announcements and new features run throughs seem to resonate more with [our] audience when promoted via Intercom.
User response primarily due to pricing is a good alternative.
Less than 10,000