Item: Intercom
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

We use Intercom for customer support through their live chat feature as well as for marketing outreach to new users within our web application. Besides the live chat, we currently use the product tours and tooltips feature, posts, in-product banners and their help center. We looked into connecting more data sources to Intercom in order to support our users with more personalised help but haven't fully leveraged all the potential Intercom offers.

Pros and Cons

Live chat
Customer engagement
Gathering user data

Reliability and user experience of tooltips
Structure of their help center feature
Management of assets within Intercom (tooltips, product tours, banners etc)

Return on Investment

Increased customer satisfaction
Reduction in issue resolution time
Increased user engagement on marketed features

Usability

Intercom's UI is intuitive due to its clean and organized design, making it easy for users to navigate and find what they need. The interface utilizes clear labels and icons, ensuring users can quickly understand the functions and features available. The layout prioritizes key actions, minimizing clutter and optimizing workflow. Additionally, Intercom incorporates consistent visual cues and responsive elements, enhancing user engagement and providing a seamless experience. Overall, Intercom's intuitive UI promotes efficiency and ease of use, making it a user-friendly platform.

Integrations

We connect some of our data sources (CRM, marketing tools) to Intercom via their API. We also use their integration to our engineering management and ticketing system. Beyond that we did not connect any sources directly to Intercom and usually build our own Integrations.

Alternatives Considered

Zendesk Support Suite

Key Insights

Do you think Intercom delivers good value for the price?

Not sure

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

Other Software Used

Pipedrive, Vitally, Figma

Likelihood to Recommend

Intercom is strongest when it is connected to some data sources feeding customer and usage data into the system. By this, all features can be easily customised and personalised for end-users. Creating engaging experiences based on user's preferences is where Intercom performs particularly well. The help center articles are well connected with the rest of their software suite. On the other side it gets harder to manage all assets in Intercom if you are a heavy user.

Strong customer engagement suite

Overall Satisfaction with Intercom