Increase Communication with Intercom
May 31, 2021

Increase Communication with Intercom

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

Overall Satisfaction with Intercom

Intercom is used primarily by our marketing team in order to engage visitors to our website. This in turn helps support sales by creating conversations with prospective customers and getting them in contact with the right person on our side. We are also able to steer existing clients to our internal support if they are looking for help, as well as announcing any new product launches or live events such as Webinars or trade shows.
  • Segmenting contact information into separate cohorts.
  • Creating engagement campaigns in both chat notifications and emails simultaneously.
  • Keeping a log of all chat bot conversations and routing them as needed.
  • Integration with CRM (namely Salesforce) could be more robust.
  • Integration with calendly can be buggy at times.
  • Would be nice if it auto removed hard bounces.
  • Post notifications of live events to the chat bot.
  • Engaging with prospects that may not have requested a demo otherwise.
  • Routing current customers to the proper channels for support.
  • Email drip campaigns with customizable rules.
  • Increase in demo sets and deals won by engaging with prospects that hadn't requested a demo yet.
  • Increase in efficiency for our support team to receiving tickets.
  • Boosting registration for our on going training webinars as well as those for new product announcements.
It wasn't listed up there but Salesforce also has a program called Digital Engagement outside of Pardot that is its very own chat bot. The support that you get with Salesforce products can be a bit hit or miss, as well it is generally more expensive than programs like Intercom. The integration can't be beat, to be sure, but unless your chat bot is receiving dozens of messages a day the limitations of the Intercom-Salesforce integration are negligible the price of changing over to a new platform, having to work with a Salesforce specialist, and the literal price itself.

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?

I wasn't involved with the selection/purchase process

Did implementation of Intercom go as expected?

I wasn't involved with the implementation phase

Would you buy Intercom again?

Yes

It is great for businesses that see the use in having a chat bot, or drip campaign to maintain relationships with their clients, but don't necessarily have the funds to support a larger scale operation. Having someone on your team that is already familiar with the product is a huge benefit as the training to get going on it can take a white glove approach due to the customizability of every businesses marketing and communication needs. I wouldn't necessarily suggest it to larger companies who require an explicit integration with SalesForce, unless they have the man power to have someone dedicated to verifying shared information to maintain integrity in the data/segmentation/frequency of engagement.