Using Intercom in SAAS customer success | TrustRadius

Use Cases and Deployment Scope

We use Intercom to support registered users of our app and answering questions about features for site visitors.

Pros and Cons

Customer and lead platform, the messenger prompts your site visitors to enter their information and become a new lead.
Customer support, when customers can chat with your team at any time it saves phone time and allows them to solve issues quickly

The API is a little lacking in options.
Ideally, you would use them to segment and update all client information.

Return on Investment

Intercom definitely had a good impact.
In 2018 people would rather message with a customer support and sales team then talking on the phone.

Number of Contacts (List Size)

Less than 10,000

Using Intercom for B2C or B2B marketing

B2B

Other Software Used

Trello, Zendesk

Likelihood to Recommend

If you want to onboard new clients and upsell features within your app its perfect. For customer/ lead database and user segmentation not as good.