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Intercom is a great product for CS, Support and Product/Product marketing alike
September 21, 2022

Intercom is a great product for CS, Support and Product/Product marketing alike

Lilli Gordon | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Intercom

We use Intercom for a variety of reason including our live support chat, product updates and announcements and to email, share in-platform posts, in-platform product tours, and the newly released tooltips feature. Intercom is a great tool that allows you to interact with your customer in your product without a backend team needing to build something.
  • Easy to create customer journeys/sequences
  • In product tours
  • In product tool tips
  • customer support could be better
  • wish posts looked less like pop ups
  • the interface is difficult to use at first
  • Decreased customer confusion in product sticky points
  • ease of customers finding what they need
  • faster customer onboarding
  • increased click through and open rates
The user interface was confusing to figure out at first in terms of finding where things are located, but it gets easier over time. I do appreciate that I can easily copy and drag and move steps, which I am not always able to do in other tools. This makes making adjustments quick and easy.
Yes we integrate Intercom with other tools such as Amplitude so we can use product data and also with our new customer success tool, Vitally so that we can easily see customer platform interaction where we see all of the other customer data. Our product team also uses it for announcements.
We chose Intercom because the tool has many more options and many other ways it supports our support, customer success and product teams so it is a better all in one tool. It also has better integrations and looks better in the product. It allows for us to communicate with our customers directly when they are in the platform.

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

Intercom is well suited for live support chat and creating playbooks/sequences where the system can check on customer activity and send out a post or email based on that data which is helpful for targeting customers at specific parts of their journey. They also do in product tours and tool tips to help alleviate some confusing product spots.