Item: Intercom
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

We use Intercom for inbound customers support (convos) and outbound engagement (email and in-app message, surveys, etc.). We also use Articles as our Help Center. We support over 1 million customers in every country in the world. We leverage teams, inboxes, and automation to ensure customers are routed to the best support location and team.

Pros and Cons

Constantly updating the app and listening to customer feedback
Little to know downtime and rock-solid engineering
Great customer service

Intercom seems to update their subscription and payment methods every year. They say they are addressing this.
Within the app, there are constant areas to be notified of upgrading. We pay a ton of money already and seems like they are nickel and diming in some location
Articles have been lacking for years. They are finally giving it more attention recently.

Return on Investment

Efficiency means we can scale our support without the need for more agents
Having inbound support AND outbound messaging together in one platform is great.

Usability

The UI is thoughtful and consistent. Even changes are easy to get used to and they rarely have a miss.

Integrations

The App Store is great. We are integrated with Google Analytics, Instagram, Stripe, Slack, Facebook, Quick Links, Mixpanel, Typeform, Zapier, and Linear.

Alternatives Considered

Zendesk Support Suite

Intercom is the preferred choice. I used to use Zendesk previously.

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

Likelihood to Recommend

I've used Captions for 7 years at 4 companies. It's easy to learn and easy to onboard colleagues, even those that aren't fulltime agents. They are constantly innovating and it seems like every week, when you refresh the app, there is a small or major improvements. There have been some annoyances with pricing models, but they say they are rectifying the issues. I've been a big fan and proponent and think as far as AI goes, they are cutting edge and investing lots of resources to ensure they are providing tools that people really need.

I've been using for Intercom for 7 years at 4 companies, ranging from 10 person start up to 2K person division in a 35K org. I love it!

Overall Satisfaction with Intercom