Item: Intercom
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

We use Intercom to support the onboarding and communications with all new trialists and paid plan customers, as well as send out our NPS survey and general marketing emails.

Pros and Cons

Series that incorporate both product tours, in-product posts and tooltips with emails.
Personalised content for different user segments.
Campaigns that can use both emails and in-product notifications, plus target users based on actions they take.

More customisation options with email templates
Additional branding and content option for product tours
More custom report options

Return on Investment

Improved our lead conversation rate for new trialists
Improved our NPS survey process and reach
Improved our onboarding experience for new trialists and customers

Usability

It's a very easy tool to learn how to use with intutive UI and a great overall user experience. I've found all the settings and menus are easy to navigate.

Integrations

Our company integrates Intercom with Salesforce.

I would recommend it for SaaS products looking for user onboarding and user support. It would also be a great tool for most e-commerce sites or any business where the customers are interacting with a website/digital platform. It's probably not appropriate for service-based businesses who only want to share their services and basic contact details.

Intercom is a great tool for SaaS products

Overall Satisfaction with Intercom

Use Cases and Deployment Scope

Pros and Cons

Return on Investment

Usability

Integrations

Key Insights

Do you think Intercom delivers good value for the price?

Are you happy with Intercom's feature set?

Did Intercom live up to sales and marketing promises?

Did implementation of Intercom go as expected?

Would you buy Intercom again?

Likelihood to Recommend

Intercom Feature Ratings