Overall Satisfaction with Intercom
We installed Intercom on our website to allow our users a low-friction way to get in contact with us if they needed customer support. Living directly on your website, Intercom is much lower friction contact method than expecting your users to open up their email client to send you a message if they have a problem. Both our cofounders had accounts on Intercom to interact with our users.
- Learning about UI bugs in our website from customers through the Intercom web chat
- Learning about confusing language on our sales page from customers through the Intercom web chat
- Building an effective FAQ page from questions asked by customers in the Intercom web chat
- Intercom is common enough that people "tune out" / "ignore" the pop-up and even get slightly annoyed by it
- Not many customers actually use it, so the ROI on the monthly subscription might not be worthwhile for smaller websites
- Receiving the Intercom chat messages from customers can be inconvenient
- We fixed a key UI bug with one of our custom form fields based on customers reporting it in Intercom
- We wrote our original FAQ page based on questions from users chatting with us in Intercom
- Eventually we discontinued our Intercom plan when the users chatting with us were mostly time-wasters with bad questions/comments
We ended up using Intercom because one of our team members had used it in the past. After using Intercom on our site for a while, we learned about Drift which seems like a good option since they have a forever-free plan. However, ultimately the quality of the chats from our users went downhill and thus we decided to remove the realtime chat functionality from our website entirely.
Intercom is best suited for early-stage websites that are still ironing out the kinks in their user interface and sales copy. After that, it is useful for websites that have very complex or custom-tailored services, where customers are almost always expected to have questions before purchasing. On the other hand, if you are a simple ecommerce site selling a standard type of product, then you will probably just have tire kickers messaging you on Intercom which would just waste your time.