Intercom is the heart of user-based communication
February 07, 2018

Intercom is the heart of user-based communication

Brad Dessington | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Intercom

We use Intercom to manage our CRM from lead through to user management. It gives us the ability to automate messaging and interaction based on behaviour on our website and within our app.
  • The user interface is highly intuitive.
  • The system is robust and offers us a seamless, fast way to communicate with our users.
  • The in-app integration gives us insight into our user behaviour.
  • Integration with Stripe allows us to automate our finance and billing communication.
  • A more flexible email template composer would be welcome.
  • The mobile app is fairly basic, more features such as user filtering would be beneficial.
  • More intuitive way to display the messenger within the app - i.e. choose when and where to display the messenger.
  • Intercom has scaled with us - so cost versus expense has been affordable with Intercom
  • HubSpot is a better platform to track lead along the sales funnel, whereas Intercom is better at tracking actual users signed up to a service.
  • Zendesk offers a better knowledge base than Intercom, however, it does not have the in-app integration that makes that useful.
Intercom is well suited to those that are running user based apps, where communication with the user at different intervals or events is important to keeping the customer informed and happy. Intercom can also serve as a central hub for your CRM - if you trigger communication based on user behaviour. It's possibly not suited for a pure sales CRM/pipeline use - we've had to integrate an inbound system (Intercom) with an outbound tracking CRM (HubSpot) to have a full view of our sales funnel.