Item: Intercom
Rating: 10
Author: Ahmet Memiş

Use Cases and Deployment Scope

We use Intercom to support and manage people our AnnounceKit users.AnnounceKit

AnnounceKit helps companies communicate product updates and news to their customers, increase feature adoption and build customer trust. As a customer success manager at AnnounceKit, my workflow mostly consist of replying to customers, segmenting customers in creating customer profiles for marketing purposes, using Intercom features such as banners, tooltips, checklists, automated emails, custom bots for customer success.

The ways Intercom was helpful to us with the following:

- Integrating with our API and pushing automated checklists and tooltips
- Creating user profiles and sending relevant banners to them for product tips
- Utilizing the custom bot to triage customers and support their answers.
- Analyzing our customer success and creating strategies

Pros and Cons

Replying and assisting the customers is super easy. Clear UI and easy UX.
Their features are easy to understand and implement
Integrating with our API was really swift

Knowledge Base articles ; the editing options for KB articles can be better

Return on Investment

Greatly increased our customer satisfaction with custom bots
Helped with engagement : customer's finding or trying new features with the help of tooltips and banners

Usability

I gave this rating because they recently changed their UI and UX to fit with modern standards. As a one-year user of intercom; the change wasn't so hard to get used to, so the transition was really easy. And our new teammates got used to the new UI pretty quickly, which is a testament to a good UI

Integrations

The only integration that we are using with Intercom is Jira. Adverse pretty easy to set up the integration between Jira and Intercom. "It helped us with getting rid of the complicated process of issue and bug reporting. I am able to quickly create a ticket in Intercom, and update it with relevant news without going to the Jira board.

Key Insights

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

Other Software Used

AnnounceKit, HubSpot Sales Hub

Likelihood to Recommend

It is well suited for the customer and the marketing department because of the fact that you're able to efficiently create and capture user profiles to understand different users, and create marketing and supporting strategies for them. Due to these reasons I would recommend it if a colleague was on the customer or on the marketing department.

a Humble review from a Customer Success Manager

Overall Satisfaction with Intercom