Intercom is great for engagement and support, but lacks data analysis
August 31, 2022
Intercom is great for engagement and support, but lacks data analysis
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Intercom
We use Intercom to manage all communication with our customers and trials. That includes articles, emails, in-apps, and chat support. It helps not only to centralize all teams in one place but to have more control over the journey of the customer. I work with customer marketing and engagement, and Intercom is the main software I use daily to engage them with communication.
- In-app messaging
- Chat for support
- Help Center
- Data. It's almost impossible to work with it and make analysis without complex APIs.
- Series. It's improving, but sometimes it just bugs and we lose like three days of engagement.
- Event metadata. Literally unuseful, you can't send any messages with it and barely can filter data.
- Increased engagement
- Faster support
- Self service support reduces the need for active support
We use it only for data. At this moment, we don't have many integrations on a daily basis.
The only one I've used was for email messaging, Hubspot, and RD Station. But it wasn't as complete, didn't have a chat or anything like that.
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