Intercom offers the full suite
June 24, 2022

Intercom offers the full suite

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

Overall Satisfaction with Intercom

You always want to be in the know about what your customers are thinking. The phone used to be the way that customers communicate with you but this is more and more into chat nowadays. For that, you need a tool that can not just handle a lot of chats but is also easy for customers and prospects alike. Intercom does so much more than just inbound chat, with SEO options, Marketing options, and more.
  • Great API that is very well detailed
  • Support chat on your webpage for customers and leads
  • outbound marketing
  • Great for visually impaired, etc. too
  • the cost of the tool is really high
  • B2B customers functionality
  • Sorting/filtering of chats could use improvement
  • performance when there are a lot of chats
  • chat with customers and prospects
  • outbound marketing
  • onboarding
  • save time on other tools
  • increase customer happiness
  • marketing expansion is easier
  • Drift
Intercom is a more well-rounded solution than most others out there. Whilst drift is great for chat and conversion, we still needed to use a lot of API calls to make the whole solution work better. The email functionality that Intercom offers were a massive breakthrough. All that extra functionality does need to be set up, and your team needs to work on learning them. Unfortunately, the price tag is reflecting the value this tool can add, so only buy if you are serious about all the features.

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

When Intercom is used right, it can replace some tools that you might be using. Such as an outbound marketing tool. It can do e-mail, behavior-based e-mail, direct messages, onboarding, etc. then Intercom is all you need, especially considering the marketing functions it has. An extra bonus is really how much the customers appear to like the tool. Because it's easily readable for also those who are visually impaired, this is a tool not just for you, but especially one your customers will love.