Intercom is great for sales
January 18, 2019

Intercom is great for sales

DJ Kline | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Intercom

The two main department users of Intercom for us are sales and marketing. In sales, we use it for chatting with website visitors in real time. We have integrated Intercom with Slack to get alerts and respond in real-time. Marketing has set up welcome messages on our website to welcome visitors and let them know we are here to help in any way.
  • Chatting with website users. Great for real-time responses.
  • Great for automated website chat boxes and welcoming visitors.
  • Great phone app to reply on the go.
  • Great integration with Slack for alerting and even responding in the Slack channel.
  • Add some features around outreach, this way we could replace some other tools we use.
  • More advanced searching within the app.
  • Incorporate AI to rate conversations/visitors on their own (or if we can add criteria and have it automated).
  • Intercom has been positive in website reputation with visitors. Having a real live person able to assist is great for us.
  • Intercom's ability to chat with visitors has brought us revenue.
  • Intercom's automation around messaging to welcome visitors has helped us save time.
Intercom met our requirements from the beginning. We did not evaluate any competitors. We use Zuora on our support team, which has some overlap, but I am not a user of that.
Speaking from the sales side, Intercom is less appropriate for outreach programs (at this point). Intercom also does not have a conversation or visitor grading segmentation. There is no automatic way to go in and search all the leads that are worth following up with and creating an outreach program for this. To be fair, you can rate - but this is currently manual. With hundreds of chats a day, this is currently not possible to do for us.