Item: Intercom
Rating: 9
Author: Gunjan Marwah

Overall Satisfaction with Intercom

Use Cases and Deployment Scope

We are using Intercom across a few different teams with the focuses of: inbound sales, customer support, technical education, and more. We love how it integrates with our CRM to keep all communications in a single view. We also use it to help guide our customers' support questions. Its flexibility in channeling visitors through different paths is very useful in automating quick help and getting them to the right human when needed.

Pros and Cons

Pros

Flexibility in use cases
Integrations with other systems
Automation for efficiency

Cons

Onboarding for new admins in an existing instance
A la carte add-ons

Most Important Features

Routing
Suggested articles
Integrations

Return on Investment

Increased efficiency
Reduced support costs

Alternatives Considered

Drift and HubSpot Service Hub

Intercom is a full suite that is more affordable than other systems such as Drift and HubSpot. Although the latter would have been even better integrated with our CRM since we use HubSpot Sales, the hidden costs with HubSpot always get us.

Key Insights

Do you think Intercom delivers good value for the price?

Yes

Are you happy with Intercom's feature set?

Yes

Did Intercom live up to sales and marketing promises?

Yes

Did implementation of Intercom go as expected?

I wasn't involved with the implementation phase

Would you buy Intercom again?

Yes

Other Software Used

HubSpot CRM, HubSpot Marketing Hub

Likelihood to Recommend

In a small but quickly growing team, it is important that the volume of inbound requests is routed appropriately and automated efficiently so that only the most business critical requests are routed to a human. Intercom helps facilitate this in an easy-to-set-up fashion, and the data integrations with our platform and CRM help us make the right decisions when revamping it on an ongoing basis.

Comments

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Kate (Intercom)
commented 4 years ago
It's great to hear that Intercom is helping you increased efficiency and reduce your support costs Gunjan! Thanks so much for taking the time to let us know. Onboarding new admins always take a little time but we have set up the free Intercom Academy to help do just that (https://academy.intercom.com/). Hopefully you find it useful :) Kate (Intercom - Customer Engagement)

Easy to use AND set up