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Intercom is great to humanize automated messaging
Updated July 11, 2022

Intercom is great to humanize automated messaging

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Intercom

Intercom was very useful to chat with our website visitors. My sales team was able to instantly connect with potential buyers and remove potential friction. We were also using intercom mailing system at some point to onboard our clients.
  • Instant chat with website visitors : very useful to connect with potential buyers who wish to remain anonymous
  • Target specific people : you can trigger specific messages based on a user behavior either on your website or towards your product
  • Product tours are great
  • Mailing system had poor targeting rules, it was very difficult to control my overall workflow and make sure people would receive the message I wanted
  • Pricing can be super expensive based on your user base
  • product tour
  • in-app messages
  • emailing
  • It was great to increase conversion on our website. Being a SaaS B2B product, people usually had questions or barriers preventing them from signing up. Having intercom was a key entry point for our sales team
  • Great for support with our clients
Drift was not yet available when we chose Intercom, it was the most complete product available on the market at that time

Do you think Intercom delivers good value for the price?

Not sure

Are you happy with Intercom's feature set?

Yes

Did Intercom live up to sales and marketing promises?

Yes

Did implementation of Intercom go as expected?

I wasn't involved with the implementation phase

Would you buy Intercom again?

Yes

Instant chat with website visitors Lead generation Sales contact

Using Intercom

12 - Support & product marketing
13 - The Support team is responsible for handling incoming user and visitors chats. Their skills are around the ability to handle multiple tasking, identifying a problem and solving it as quick as possible The Product Marketing team is responsible for designing and setthing up product experiences via product tour, in-app messages and/or banners to ease product adoption and usage. Lastly this teams handle newsletters
  • Live Support
  • Product onboarding
  • Product updates
  • N/A
  • Can't think of anything
The pricing is way too high for our organization. We're looking for alternatives in order to have a better use of our financial ressources but so far we depend a lot on intercom with some features we really need. So far we haven't found a proper alternative to answer our needs that's why I think we'll renew our use. We can't afford to go back to manual actions neither

Evaluating Intercom and Competitors

  • Product Features
  • Product Usability
  • Product Reputation
I would carefully look at the pricing and "hidden" cost. At Intercom, monthly active users are calculated on a 90 days period, it becomes super expensive at some point

Intercom Implementation

I didn't implement it, but it's supposed to be quite easy through Segment
  • Implemented in-house
Change management was minimal
  • Wasn't part of it

Intercom Support

Most of the time, the team answers a ticket within a few hours
ProsCons
Knowledgeable team
No escalation required
Support understands my problem
Support cares about my success
Problems left unsolved
Not kept informed
Difficult to get immediate help
No our team is tech-savvy and is able to understand the issue most of the time
Cant' remember one

Using Intercom

They made a lot of improvements recently to set up workflows and ease product usage. Analytics are still difficult to follow up. Plus following up on the performance of a email within a workflow for example is super complicated and you cant' duplicate your content easily once it's used in a workflow
ProsCons
Easy to use
Technical support not required
Familiar
Unnecessarily complex
  • Sending an email campaign/banner
  • Testing a workflow before pushing it live
Yes, but I don't use it