Intercom - doing it right and making it look easy!
January 17, 2018

Intercom - doing it right and making it look easy!

Michael Ball-Marian | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Intercom

It is currently being used by my startup team of 6 for our product. We use it as a support and communication app to talk to our user base. We are not really using the public-facing lead management side. Intercom allows us to send targeted messages to our users based on their behaviors and specific needs. For example - if we have an update about our notifications system, we can send that only to users who we know use the notification system.

It also allows us to respond to chat support requests, and follow up in real time or later.

Finally, we use the Intercom educate product, which is a simple documentation system.
  • Excellent for maintaining communication with your trusted users/customers.
  • Great for real-time communication in-app, particularly for support and feedback.
  • Good for creating email campaigns that communicate with your users, based on their interests and actions within your product.
  • They have very good support themselves, and respond quickly to any problem.
  • Their "operator" functionality tries to suggest knowledge base articles that match the user question. This is okay for fairly obvious stuff, but is often wildly off the mark. It is a frustrating experience as an end user.
  • Their automated messaging can easily get really annoying to your customers. This is not a fault of the product - but the product does make it easy to pester customers. Their documentation is really great at teaching you how to communicate with users, so this isn't really a fault.
  • Very small nit, but when building segments of users, you can't specify both AND and OR conditions. This makes it frustratingly hard to build up nuanced segments.
  • Extremely happy customers who really appreciate the immediate support.
  • Very affordable for all that it does.
Really great interface, affordable scalable pricing. Simple implementation (done via Segment). Tons of integrations. Good content on how to implement the product. Excellent reviews from others via word-of-mouth.
It is great when deployed well (that's on the user, not on Intercom), particularly for supporting SaaS applications with manageably sized user bases. Supporting all your users with real-time chat can be a challenge on a massive scale. The best advice there is make sure that you don't have tons of support problems. If your product is really clean and stable, the support traffic is very manageable. The tools for handling this are great.

It's also perfect for managing user-targeted messaging on how to use your product and get the most out of it.