Intercom is great to humanize automated messaging
Updated July 11, 2022
Intercom is great to humanize automated messaging
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
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
- Can't think of anything
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
- Implemented in-house
Change management was minimal
- Wasn't part of it
Intercom Support
Pros | Cons |
---|---|
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
Pros | Cons |
---|---|
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