Intercom is the best tool for early customer data, and validation.
Anonymous | TrustRadius Reviewer
November 26, 2018

Intercom is the best tool for early customer data, and validation.

Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Intercom

My organization used Intercom to gather customer data, to drive our marketing messaging. We have used it for months, and it has helped us really understand the types of information our eCommerce customers require before making a purchase. For example, we were able to understand that our customers were looking for quantity discounts, so we delivered that. Then we were able to test the messaging of these discounts for clarity and voila! satisfied, scalable customer validation!
  • Live Chat. Intercom was a great way for our fledgling company to gather important information from our customers across the entire buyer journey.
  • Post-purchase support - We were able to address shipping concerns right on our site.
  • Integrations - We were able to integrate Intercom with so many of our other marketing tools.
  • The organization of messages on the back-end needs some work. It's hard to segment messages into groups.
  • Intercom doesn't have enough power to offer in-app support (for us) - we transitioned to another tool for this specific element.
  • It's amazing for sales and eCommerce or SaaS sites - But not hardware startups, or for long-term support.
  • We were able to respond to customer needs much more quickly thanks to qualitative data
  • We were able to engage with multiple customers quickly and easily from anywhere
  • Enabled us to hire our first remote employee to handle support needs
More powerful and more costly than Drift thanks to its incredible UI and mobile application.
Less feature-rich, but more cost-effective for small startups than Zendesk.
Well-suited: ECommerce, SaaS, Sales, Landing Pages, Validation
Less appropriate: Hardware Support, Bug Reporting.

Evaluating Intercom and Competitors

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