Intercom for Customer Insights
May 17, 2019

Intercom for Customer Insights

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Intercom

We use Intercom to send mass communications, in-app and via email to our users. It is also used by our Customer Experience department to gather insights on user sessions within our software (i.e number of times they have logged in, which browser is being used to access our software, features being utilized).
  • Segmenting outbound communication based on things like last log-in or account.
  • Displaying insights for things like last user session within our software, which account an email address is associated with and browser details for how they are accessing our product.
  • We frequently use 'reactions' to poll users on certain features. For example, 'are you enjoying the new XYZ feature' and then give them the option to submit a thumbs up or a thumbs down.
  • There is no opt-out option for our customers and we get this request from time to time.
  • Intercom saved us time with back and forth between Support and the Customer by allowing us to gain insight into the customer's actions within our product without having to ask. This alleviates some frustrations for clients.
Service Cloud is more robust from a reporting standpoint. ChurnZero and Intercom are pretty neck and neck.
Intercom is a good tool for customer support teams looking to utilize live chat as a communication channel, for marketing teams looking to send mass, segmented in-app chat messages or emails and for support teams who need quick visibility into their customers and accounts.