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Intercom is a true all-in-one for customer success, customer support and product marketing
July 10, 2023

Intercom is a true all-in-one for customer success, customer support and product marketing

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

Overall Satisfaction with Intercom

  • Proactive notifications to users
  • Marketing email campaigns
  • In-app updates and tours
  • Customer support
  • Newsfeed and updates
  • Outbound campaigns with excellent out-of-the-box and customized campaigns
  • In-app notifications
  • Product tours
  • Article editing and management is a nightmare
  • Greater customer satisfaction
  • Reduced response and resolution time to customer tickets
  • Faster customer onboarding, increased engagement and better user adoption
Everything but the help center is excellent in this arena.
I don't manage the integrations, but my understanding from peers is that this is excellent too.
  • Far better UX than ChurnZero, easier to view analytics
  • Easy implementation
  • Easy to onboard teammates
  • Includes CRM which most other adoption tools don't - a true all-in-one

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 excellent for product marketing, customer support and customer success - including launch campaigns, outbound emails and notifications and more.

Unfortunately, the excellent editing you can do for email templates is NOT available for the help center. It's very hard to edit articles because of such limited flexibility and options.

Intercom Feature Ratings

Incident and problem management
9.4
Organize and prioritize service tickets
10
Expert directory
Not Rated
Subscription-based notifications
10
ITSM collaboration and documentation
7
Ticket creation and submission
10
Ticket response
10
Self Help Community
4.0
External knowledge base
4
Internal knowledge base
Not Rated
Multi-Channel Help
10.0
Customer portal
10
IVR
Not Rated
Social integration
10
Email support
10
Help Desk CRM integration
10

Using Intercom

ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Preparing a one-off email
  • Preparing and scheduling a campaign
  • Creating newsfeed items and updates
  • It's harder to create a campaign, but I think that's expected b/c in general campaign maangement is more complex