Intercom is every start-up/scale-ups friend.
September 14, 2022

Intercom is every start-up/scale-ups friend.

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Intercom

For our Real Estate SaaS business. Intercoms services our live chat and support inboxes to allow us to respond to customer support and feedback across three different markets/time zones of Australia, New Zealand, and the United Kingdom, all supported from our Australia office despite a 12-hour spread between them. Intercom is also used for our comms to our platform (current customer) users to advise them on changes, promotions, and downtime. Hence, they stay informed of how we operate as a business and encourage platform action and behaviors (getting users to return to the platform regularly). Here Intercom acts as our digital/email marketing platform so we can measure user engagement with comms, then feed this into how their platform behavior changes. This can be the regularity of access, time spent in the system, or if they access new features for the first time, with all the data feedback to our customer support and account management teams to action, including integration with HubSpot, our internal CRM system.
  • Live chat.
  • User comms.
  • Marketing comms.
  • API
  • Support inbox.
  • Tracking and metrics of user activity.
  • Email comms functionality and plugins.
  • Measuring email comms interactions.
  • Still required to run email support alongside cannot totally replace support@inbox just yet.
  • Easier data imports and exports.
  • Higher NPS.
  • Greater transparency on staff performance.
  • enabled us to implement a 2-hours Customer Service SLA.
  • Higher product/tech platform logins and user time per session.
The interface and usability are impressive; even if you want to use a new function you have never tried before, it is just so evident and easy to find. The names of the menus and options are logical and make sense, plus the minimized logos again is natural. They must have done a lot of UX research and testing, as despite being a drab blue and grey inside their platform, it's smooth and inoffensive.
We use an intercom plugin in our proprietary platform to measure user behavior. Our Intercom accounts are connected with HubSpot, our CRM, to direct our Customer service and account management teams. Our marketing team also uses this API connection to build and refine marketing lists as an outcome of the comms sent within Intercomm. Finally, we have Intercom data plugged into our general business GI system Mixpanel so we can measure the performance of features against how the users engage with them.
I implemented Zendesk at a previous organization where we actually moved away from Intercom. I greatly preferred Intercom for functionality, ease of use, and even reliability for our websites and in-platform live chat widget. We moved to ZenDesk to have a streamlined ticketing system between our Customer Service, Account Management, Product, and tech support teams for user issues. We didn't feel this was worth the migration and did regret the change to Zendesk, as Intercom was a more scalable solution, especially as we moved into new markets, and Intercom is just more straightforward!

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?

Yes

Would you buy Intercom again?

Yes

Intercom is, in my opinion, well suited for platform-based SaaS businesses where user engagement dictates your LTV to those customers and feeds back the metrics of how often users access the platform is key to your Account Management strategy and processes. In my experience, enterprise-level organizations very much appreciate Intercom user reporting and will likely start to expect this level of transparency in the very near future as platforms like Intercom become market standard. I would say Intercom is less suitable for Transaction or Throughput /Channel Sale products where your user data and in-platform behaviors are less relevant as the transaction has taken place outside of the platform, so, therefore, your platform usage is externally dependent. Thus Intercom tracking and data become a less relevant lagging indicator rather than a leading indicator with SaaS products.