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Personalized, Automated Engagement with Intercom
August 01, 2017

Personalized, Automated Engagement with Intercom

Bethany Chan | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Intercom

Intercom is currently being used by the Saas division of our company within our Customer Success, Sales, Support, and Marketing departments. It's been extremely valuable for keeping track of user activity across multiple software platforms, for identifying and reaching out to leads, and for supporting and engaging current customers. Intercom was quick to implement and very easy to learn, and we were up and running with it almost immediately. Having visibility into our customers and their activity has vastly increased our customer management and improved how we communicate with them.
  • Intercom integrates smoothly with our apps. It's customizable and very minimal so that the appearance isn't particularly intrusive to the rest of our app's layout.
  • Intercom has made it extremely easy to create professional messages that look simple, clean, and modern, but also fun. They support pretty much all the media you'd want to put in a modern message or email (.gifs, embedded videos, photos) and custom HTML/CSS emails if needed.
  • I love that Intercom is constantly innovating and developing upon their platform. They come out with new features regularly that add loads to the experience.
  • The attributes that Intercom provides with each user make it easy to filter and narrow down your audience to the ideal recipients of a message.
  • Intercom could be better at integrating with Salesforce. Ideally we'd love for Intercom to sync communications with Contacts and Accounts, and I currently am not aware of a way to do this smoothly.
  • While Intercom already does a great job of providing insight into individual Engagement message analytics, I'd love to see some valuable advanced reporting and analytics dashboards of our communication and interaction with users, as well as user activity.
  • Intercom provides detailed filtering for attributes, but it would help my team and I if even more advanced filter logic were available, similar to Salesforce's filter logic.
  • Intercom has provided visibility into customer activity and sign-ups where we previously had none.
  • Our Customer Support and Customer Success teams have increased their engagement with customers over 50% by using Intercom for both automated and manual messaging.
  • Sales has been able to identify, track, and reach out to leads visiting our site that were previously would have missed.
Less than 10,000
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Intercom is extremely well suited for in-app support communication. They provide live chat that supports quick media uploads (.gifs, images, videos, URLs) and it's a non-intrusive way to support users as they navigate your website. The platform is also great at helping you track the usage and activity of users - being able to see who has signed up recently and who has logged in recently has been invaluable for us. We also use Intercom heavily to send out emails based on user interaction with our app, which has helped us automate our engagement with users as well. However, I've found Intercom less appropriate for sending more detailed/customized design email blasts to a certain email list and have used alternative email blast software for that, since it provides more detailed reporting and analytics.