Intercom: Revolutionary user communication tool
Updated November 27, 2018
Intercom: Revolutionary user communication tool
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Intercom
Intercom was used by our organization for 3 primary purposes. One was to facilitate the sales process on our website and keep users engaged. Our sales team used Intercom's automated alerts to reach out to potential customers while they were on our website and help them through the buying decision process. The second primary department using Intercom was our support team. Support executives used the chat feature to help current users navigate through our website with helpful automated suggestions and the support chat feature. Finally our data analytics and marketing team used Intercom to send targeted notifications to different users based on usage statistics and user segmentation which was facilitated by Intercom's powerful technology stack.
- User segmentation
- Ability to send automated targeted notifications
- Ease of use & setup
- Flexibility in terms of dispatch times and types of messages that can be sent
- The enormous number of simple integrations with applications that are possible
- The ability to send push notifications (mobile) would be a cool addition that isn't currently available
- An inbuilt notification center could be built using Intercom's tech stack which isn't currently something that the service offers
- Intercom's phone integrations (to store calls and phone conversations) need a lot of customization unless you use their own service (JustCall)
- Greater customer engagement
- More data visibility
- Better messaging and A/B Testing based on usage insights & statistics
- Drift and Freshdesk
Both Intercom and Drift are comparable in terms of their abilities. Although Intercom came into the market first, Drift has done well to keep up with Intercom's updates and offer similar services of its own. Intercom edges out Drift in terms of its abilities and wealth of integrations. However it would still be worth it to see whether Drift could be integrated with your other services or not and exactly what your requirements are. Based on your usage requirements, Drift could be a cheaper alternative to Intercom. Its pricing structure is flat and easier to use in order to project costs. However both companies are relatively flexible if you opt for custom plans based on whatever you are looking for. Freshdesk is an extremely cheap alternative to the two but offers very little flexibility in terms of usage. The UI customization options, automated alert options. message types and targeting options are limited but considering the low cost, it's an extremely handy option to consider for startups on a tight budget.
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