Every sales team needs Intercom
September 10, 2018

Every sales team needs Intercom

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

Overall Satisfaction with Intercom

We use live chat all day, every day with our site visitors. We like how Intercom does not ask for a name and email address up front, so there is very little friction. Very nice looking chat interface as opposed to Zendesk and LiveChat, which look and feel like live chat from the 1990s. It makes us easier to reach.

Pros

  • Automated conversations/bot greetings.
  • Interactive forms (bot questions instead of static forms).
  • Data enrichment (uses FullContact).

Cons

  • Can't turn off auto bot greeting at night, so people get frustrated when the bot greets them after hours and they cannot get a live person.
  • No Pipedrive integration.
  • No Drip integration to pass off attribution or to allow identification/tracking.
  • It has definitely made us more accessible to customers.
  • Web conversions are up.
  • We have made sales as a direct result of live chat.
Intercom and Drift have a lot of similarities- beautiful UI, engaging customer experience with bot functionality, but Intercom has been priced more reasonably, and has better integrations. Intercom support has also been fantastic to work with.
10,000 to 25,000
B2C
Intercom is great for sales teams. We run it through Front so we can handle omnichannel communication in one place. Its standalone app is great, too. I wish it had a 2-way integration with Front for Leads, but I imagine that is coming down the road.

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