Feature Rich. A Game Changer. Intercom saves me $75,000 per year
Updated October 11, 2018
Feature Rich. A Game Changer. Intercom saves me $75,000 per year
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Intercom
Intercom is a fantastic product used across various aspects of our organization.
- We use Intercom in a sales capacity to nurture initial visitor traffic and repeat visitor traffic using a combination of automated messaging and lead routing sequences to make sure we stay on top of all opportunities. Furthermore, as visitors return to our site, we are able to use rule based messaging to create impetus for them to convert to enquiry or convert to trial.
- From a customer success perspective we use intercom to manage all of our support ticket workflow and to make sure clients are supported in real time as they onboard through the product and in the later stages of their life cycle.
- From a marketing perspective, we enjoy that we can easily message our uses in app or on a number of different platforms to run promotions and to provide education around further use cases for GetAccept
- From a billing perspective, all customer data is managed within Intercom allowing us to facilitate full lifecycle management of our customers
- Ease of use. I previously had no experience with a solution of this nature and it took me all but five minutes to get started and probably half a day to progress to the intermediate level. Now I feel like an experienced user of the product
- Plethora of capabilities - chat solutions are normally confined to just that - chat. Intercom does so much for our business and the way it connects all the elements makes executing strategies rather intuitive.
- Personalization. Each rep/agent is able to take on a persona of their own and develop key relationships with clients
- Re-assignment and triage is extremely easy with us able to transfer cases based on rules or manually within the UX
- The mobile app is friendly and although it requires some tweaks, makes it amazing to engage with prospects at all times of the day when we are away from the computer
- We like the new bots feature and have created custom journeys to help steer prospects through a journey if our attendants are not available. In addition, we have heard about using these bots for active users but have not gone there yet
- Video snippets are immensely valuable in standing out from the crowd!
- I think analytics is probably the weakest area of the platform. Being heavily numbers driven - I am not able to produce advanced reports in Intercom and often resort to exporting the data manually. I would stress a big improvement would be to improve the conditional logic within the analytics dashboard. For instance - a user is limited within filters and cannot nominate multiple variables for instance - User tag is "X" OR "Y" - in the current set up this would require two filters not one so adding this advanced logic would be helpful
- I think the new UI/UX was a step backwards and prefer the old look and feel
- Can get pricey as your contact volume increases
- Links to 3rd party CRMs like/Pipedrive/Freshsales so that if opportunities were engaged with sales - this would either show a notification to agents to advise them of the existing relationship or would automatically assign the sales rep to engage in further conversation. I have now seen releases for Salesforce and Hubspot - but i think the feature set here could be expanded a little more
- Integration with Linkedin API to help personalization of conversation and serve recommendations
- The standard operator bot needs to help users make it "cooler" - without modification it simply asks for contact details and therefore has a transactional feel with the customer
- Conversion to trial has increased
- Net number of customer interactions has increased
- Consolidation of tech stack has occurred saving $75-100k per year in cost
- Customer satisfaction is very high based on response time and ease in which help articles can be surfaced
- LiveChat, Zopim by Zendesk and Drift
I inherited Intercom but had the option to replace it. I chose not to given the success we have had and how much I enjoyed the platform
25,000 to 100,000
Evaluating Intercom and Competitors
- Product Features
- Product Usability
- Product Reputation
- Prior Experience with the Product
- Vendor Reputation
Intercom has the widest feature set in the market and has a wonderful balance between being easy to use and offering advanced functionality which can be harnessed by an avid user. It also is one of those services that typically has no service outages and thus is extremely reliable in our day to day operations
I wouldn't change it at all! I have quite a good understanding of most of the platforms in the space and I feel Intercom is a great balance of the strengths and weaknesses of all of the other tools.