Item: Intercom
Rating: 9
Author: Rocio Solis

Use Cases and Deployment Scope

We use intercom for:
Support: Our users send us support messages with questions both basic and complex. Also they report technical issues when these appear.
Outbound messaging: New products releases, news, surveys, adoption, event or webinars invitations. We also use Intercom to manage or Help Centre and we have tried to use it for onboarding purposes,too but we haven't had much success in this area.

Pros and Cons

For building Help Centre articles is very good
I love the surveys
The options in messenger are very helpful

Tooltips feel a bit glitchy
The search options for conversations should have better filters (when you look convos using keywords for example or the lack of filter to leave out posts and outbound messages
Suggested articles not all the time matches what the customer is asking or from the page the customer is opening the chat. It seems that Intercom bot shows the same article all the times.

Return on Investment

Has helped to increase engagement
Has helped to make better decisions related to what new products should be prioritised
Has helped with adoption

Usability

It is easy to use but I think that you will need a lot of time to understand how every feature actually works and what is the best way to set it up.

Integrations

We use it to integrate with Churn Zero and next year will be with Vitally. We use Stripe and Freshbooks but I am not sure if the integration is active. It is also integrated with a tool used by our Dev Team called Sentry

Alternatives Considered

ChurnZero

We prefer to use Intercom for communications in general since we can keep all in one place. However, we were using other features in CZ instead of intercom e.g journeys instead of series for onboarding since the ones created in Intercom didn't have great engagement

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?

I wasn't involved with the implementation phase

Would you buy Intercom again?

Yes

Other Software Used

Slack, Asana, ChurnZero, Canny.io

Likelihood to Recommend

I think people need to have a certain level of tech savviness to use the chat messenger well. It may not be an intercom problem but not everyone in every industry is curious enough so we have had customers that find the chat messenger not as straightforward as they wish

December blues

Overall Satisfaction with Intercom