Overall Satisfaction with Intercom
Intercom is a customer messaging platform that enables our team to communicate with leads, qualified prospects, and current customers via in-app messages. This is being used by sales, support, customer success, and other areas of the business. The main departments using it include sales and support. It enables multiple departments to communicate and be on the same page without having to scroll through various email chains.
- With Intercom, you can set up target, timed messages to your audience(s). When people sign up, drop off, become inactive, etc. you can send tailored messages.
- Intercom allows for mass emailing without any problems.
- Intercom is great for being able to collaborate and discuss a problem internally while reviewing the prospect's email.
- When collaborating between various departments, there have been a couple times that I've accidentally sent what I thought was an internal message to the actual customer. While it was a user error, it's an easy mistake to do. Better distinction of who you're sending messages to would be helpful.
- Sometimes it gets confusing when you reply to a message directly in Intercom, on mobile device, and via email. It just gets kind of messy because multiple messages come in.
- The initial training is kind of confusing.
- Hard to measure ROI, but it's certainly increased efficiency and convenience when collaborating across teams.
- Intercom is relatively inexpensive compared to other platforms that require mass email messaging.
- It has brought together sales and support in a good, healthy way.
25,000 to 100,000
Using Intercom
5 - Sales, Customer support, customer success
- Customer support
- Current customer relationships
- Messaging prospects/leads
Evaluating Intercom and Competitors
- Price
- Product Features
We have a massive database and needed to be able to store all of them and be able to message them in bulk when needed; Intercom provided this for us.
I would ask more people that have used it first hand to see how it works for them. [For example, on] TrustRadius.