Real customer connections happen on Intercom
February 08, 2019

Real customer connections happen on Intercom

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Intercom

Intercom is used across multiple teams in our company for multiple purposes. It runs on our website as a live chat solution for communicating with prospects. It's also integrated with our product to support customers/users and share announcements. Finally, our marketing team uses Intercom to deliver NPS surveys and drive revenue through up-sells/cross-sells.

Pros

  • Intercom’s mission is very focused, and they do it well: facilitate meaningful customer connection. This should be important to every business.
  • Intercom offers quick and helpful customer support.
  • Intercom’s in-app messaging is powerful and unique in the market.

Cons

  • Intercom relies on “and/or” statements to build an audience, but “ands” and “ors” can’t be combined. There are workarounds, but sometimes it feels tedious.
  • As someone in marketing (not engineering), I wish I had more visibility into how contacts entered the Intercom database. This sometimes feels opaque.
  • I wish Intercom had built-in tools for cross-team collaboration—i.e., editorial calendars, etc. We have multiple messages running for multiple teams simultaneously and it can be hard to keep track of everything.
  • Intercom has enabled us to increase our NPS score by surveying clients while they’re actively using the product.
  • Intercom has been at the core of package upgrade campaigns, driving revenue.
  • Intercom’s custom bots are expensive, but they are saving us a lot of time.
The only tools I've used that are remotely similar to Intercom are primarily used for email marketing. Intercom's email marketing capabilities are slimmed down (comparatively) but still effective.
Intercom gets us close to our customers in a way that no other tools can. As long as you have the team in place to support live chats, Intercom is invaluable!

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