Intercom is helping us stay connected to customers with ease
September 13, 2022

Intercom is helping us stay connected to customers with ease

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

Overall Satisfaction with Intercom

We use intercom as a tool to communicate with our customers in all the different stages of the customer journey. We use it on our website to engage customers when they're researching what is the best solution for them and we use it extensively throughout our platform to help connect customers to support, to communicate new features that have been released, or even to guide them through how to use a new feature or product.
  • Intercom is easy to use and understand regardless of your role or technical knowledge
  • They have contextual guides within the product to help you understand how to use their best features
  • They're always improving the product with new useful features such as banners, product tours, and surveys
  • I sometimes get confused about how to best target relevant customers for a specific campaign
  • I wish I could preview a whole series flow to see how it looks before pushing it live
  • Building out series ins't always clear when something will send and when it won't
  • Reduced time to respond to customers needing support and reduced time to resolution
  • Saving time and money on onboarding customers by using intercom product tours
  • Increased adoption and engagement of new features
The navigation makes it easy to find what you're looking for. The contextual links to guides, videos, and tours really make you feel that you can always easily work out how to use a specific feature, even if you've never used it before. The clean user interface also helps you focus, so that you're not overwhelmed by too much information at the same time.
Intercom makes it easy to find, discover and install other tools that can be used alongside Intercom. We've been able to successfully integrate tools such as Typeform to be able to ask for customer feedback via surveys in the product via the intercom messenger, and Slack to be notified of any leads directly in the tool we use most for communication.
I'm not sure if we have looked or evaluated at other products like Intercom

Do you think Intercom delivers good value for the price?


Are you happy with Intercom's feature set?


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?


Would you buy Intercom again?


Intercom is great for getting in touch with customers throughout the different touch points of an overall customer journey. Some examples of this are engaging customers on your website when they're still deciding on a solution, onboarding customers and providing interactive tours of a new feature, contacting customers for feedback while they're using your product, and giving customers an easy way to get in contact support. I don't think Intercom should be used as a CRM or as an analytics tool.