Intercom - A Chat tool that has scaled to more things, but remains a B2B tool
March 29, 2019

Intercom - A Chat tool that has scaled to more things, but remains a B2B tool

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with Intercom

It is being used primarily by the marketing department for in-app messaging/user segmentation and broadcasts inside our app. Largely the messages sent via Intercom to our users are for retention, funnel improvement or promotional in nature. Occasionally it may be used to make announcements that are sensitive in nature e.g. a security concern.
  • Intercom is good at segmentation of users on various custom or default conditions (e.g. User country, the status of user with the product etc.)
  • Intercom's chat feature is good. You can start in-app conversations with users.
  • Intercom does a decent job at allowing automation of various messages to different users depending on where they are in the conversion funnel.
  • Intercom cannot segment users based on complex criteria like weight of user which needs to be quantified apart from a certain event that the user performs.
  • Intercom's user management does not allow too many levels of user access within the company.
  • Some parts of understanding how Intercom's billing works, like how to delete users to reduce usage, is poor.
  • Intercom has allowed us to automate messaging to our users at every step of the funnel. Message engagement is between 3-5%.
  • Intercom's cost escalated to unbelievable heights for very little usage we did because of how our app is configured and how their pricing is. An events-based pricing model rather than QAU (quarterly active users) was very difficult to work with.
CleverTap does everything better than Intercom. User segmentation, cross-platform compatibility, integration with various channels to interface with user etc. Analytics, which is totally missing in Intercom, is a huge upside with CleverTap.

CleverTap, however, does not offer chat which remains an advantage with Intercom in case your usage demands chatting with customers either on the web or app.
Intercom is good for a B2B SaaS product or cases where the value of each user is very high. However, it is not very suited for consumer companies given its limited analytical ability and high price. Intercom is friendly to use and setup. Campaigns and messaging are easy to manage once you understand the basics of the system. That makes it somewhat easy to train new folks to use it.