An honest review about Intercom
October 10, 2023

An honest review about Intercom

Mateus Aléssio Fogaça | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Intercom

I use Intercom to create and manage all communication campaigns with my clients.These campaigns range from communications about product launches, satisfaction surveys and invitations to events.The channels I use most are: Emai, Pop up, Tooltip and News.I also manage my clients’ segmentations. My company is a SAAS specialized in providing Lean planning solutions for construction companies.I am responsible for all customer contact points. From individual communications to mass communications.I need to create them, segment them and monitor their engagement and make internal reports for my leaders.

Pros

  • comunication in app
  • user segmentation
  • countless forms of communication

Cons

  • reports on communications performance
  • more customization
  • improve usability when creating tours
  • increased communications engagement through segmentations
  • increase in the number of leads through our trial
I have been an Intercom user for two years. At the beginning I found the usability to be quite rigid and with few possibilities for customization.In the last year, I felt a big difference not only in terms of new features but also in the fluidity of the tasks I need to perform on a daily basis.In communications management, for example, the vision has completely changed and it is now possible to create personalized views. This makes it much easier to compare similar communications and follow them in a much more agile way.However, the general settings, segmentations and Tours are not easy to use and are not intuitive. Needing a longer learning curve.
We do not integrate with other tools yet.
O Intercom é a primeira plataforma que utiliza. Não tenho como comparar.

Do you think Fin by Intercom delivers good value for the price?

Not sure

Are you happy with Fin by Intercom's feature set?

Yes

Did Fin by Intercom live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Fin by Intercom go as expected?

I wasn't involved with the implementation phase

Would you buy Fin by Intercom again?

Yes

In the two years I have been using Intercom, the platform has met my needs well.I am responsible for all management of customer contact points, whether individual or in bulk.Therefore, I need to create, segment, manage and track engagement results.For creating rich content campaigns, inviting events and product launches, Intercom works very well.Even for onboarding experiences for new users, I was able to create a flow with Tours, Tooltips and Emails.Segments also work well. I need to create clusters based on different characteristics of my users and the platform allows me to identify them and use segmentation in communications. Which helps a lot in personalizing my messages.However, the graphics functionality from engagement to communications leaves a lot to be desired. It is not visual, it is not possible to perform different filters and it is not possible to collect important insights. I do this monitoring using an Excel spreadsheet.

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