Item: Intercom
Rating: 9
Author: Mateus Aléssio Fogaça

Use Cases and Deployment Scope

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 and Cons

comunication in app
user segmentation
countless forms of communication

reports on communications performance
more customization
improve usability when creating tours

Return on Investment

increased communications engagement through segmentations
increase in the number of leads through our trial

Usability

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.

Integrations

We do not integrate with other tools yet.

Alternatives Considered

O Intercom é a primeira plataforma que utiliza. Não tenho como comparar.

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?

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

Other Software Used

Trello, Miro, Amplitude Analytics

Likelihood to Recommend

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.

An honest review about Intercom

Overall Satisfaction with Intercom