Item: Intercom
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

Mainly for customer support, and outbound messaging. It is easy to use, very user friendly and any new employee gets along in a very smooth way.
The filters to select the appropriate audience are great, and it seems, they are also easy to set up since our developers' team always pulls up the labels asked pretty quickly.

Pros and Cons

Filters for outbound messaging
Easy set up
User friendly
Nice community of other users

Reports could be better
Pricing is very complicated, especially if you're not in the US
Being able to change a value from text to number would be awesome

Return on Investment

Faster responses for customer support
Faster new employee training

Usability

No one needs to explain things to you if you ever worked with an online customer service. Everything is easy to find and you will get along by yourself.

Integrations

We got some personalized labels that gets data from our database, these are the most wholesome because we can treat our users based on their use and other parameters we need. Some other tools for scheduling meetings, and much more you can see on their app market place. Everytime I needed was simple as a 2 to 3 clicks away

Alternatives Considered

Calendly

With a few clicks, you can have your schedule set up. Pretty simple and not needing help from dev teams make everyone works faster

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?

I wasn't involved with the selection/purchase process

Did implementation of Intercom go as expected?

Yes

Would you buy Intercom again?

Yes

Other Software Used

Basecamp, Calendly, ProfitWell

Likelihood to Recommend

I wouldn't recommend to companies that would see it as an expense. Using Intercom is an investment, and the more you use it, the better your Customer Experience will be.
It makes a lot of sense to have all their features, this will make both sides (you and your CS Team & end users) run smoothly. Be aware that they will charge for leads saved on their platform, so I would suggest having only active users live on your account while former trials and top-of-the-funnel leads could be stored in another place with cheaper costs.

Pretty Satisfied

Overall Satisfaction with Intercom