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The best for volume customer service and more.
February 23, 2019

The best for volume customer service and more.

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

Overall Satisfaction with Intercom

We use two Intercom products: Messages and Inbox.

We use Messages to handle all communication with the 50k users and leads of our SaaS. We have onboarding campaigns that fit our different personas, churn reducing campaigns, and upsell campaigns (campaigns are a series of automatically delivered messages). We also use the manual messages to send both emails and in-app messages when our users are active on the site.

We use the Inbox product to handle all our customer service. Someone just clicks the little smile in the corner of the screen, writes their support request, and our system of filters and rules directs them to the right person or team.
  • Second to none for customer service. You can also use bots to manually deliver answers.
  • It can nearly replace email automation software (we don't use any because Intercom does the job).
  • Excellent communication among both co-workers and customers from within the app.
  • Customer service is often slower than I'd like, though I generally find it helpful.
  • You need to have a developer to do some work with their APIs to get the most out of it.
  • The pricing breakdown means that components all have to be purchased separately.
  • A tremendously positive ROI through email campaigns.
  • An excellent ROI through upsell campaigns.
  • Increased customer retention due to automatic triggers for coupons and other churn-reducing actions.
25,000 to 100,000
Both
Intercom seems to be the industry leader in customer service live-chat and for good reason. It's very, very easy to set up and to interact with both customers and co-workers in the same conversation thread. Customer chats are saved so you can see their entire history every time they open a new request, along with any relevant account information.

Their messages product doesn't quite approach the level of email automation that a dedicated email provider does, but if you don't need an incredibly robust email system, Intercom can [do the job].

That said, because of the necessary development resources it takes for full implementation, Intercom is definitely enterprise-level software. Younger companies and solopreneurs may do better with something less robust and less expensive.