Item: Intercom
Rating: 9
Author: Rinako Yoshizawa

Use Cases and Deployment Scope

There are three issues we wanted to solve using intercom:1. Multilingual support page/support2. Collection and analysis of user behavior logs3. Securing a means of communication with users who do not respond via email. Currently, there are still some parts that have not been completely resolved for 2, but most of 1 and 3 have been achieved.

Pros and Cons

Ease of searching, filtering and exporting users
Users can be identified and registered by company.
We can send messages to individual companies and users.

Customizability of showing/hiding the support chat widget - Some of it is currently supported, but code implementation is required for things like displaying it on your body when you press a specific button on the site.
I can't get logs for some users, but I don't know the cause.
Help page design is poorly customizable

Return on Investment

I'm currently using the minimal plan and don't expect huge results, so I'm satisfied overall.
What I am particularly satisfied with is that we were able to quickly release the English version of the help page (our company was originally only available in Japanese).
I also liked that it was easy to get an overview of user data and active data for each company.

Usability

I'm used to it, so I don't find it that difficult to use, but when introducing it to other users within my company, I find it difficult for first-time users to understand where it can be done and what it can do. There is no problem if you follow the tutorial properly.

Integrations

I haven't set it up yet, but I'm considering linking it with Salesforce and Stripe in the future.

Alternatives Considered

Zendesk Guide and Customerly

Customerly had a better chat widget design and easier to understand management screen, but it didn't have Japanese support, so I chose Intercom. I have used Zendesk in the past and considered it, but I decided to use Intercom because it was difficult to segment users and show/hide chat widgets according to segments, which is easy to do with Intercom. Zendesk has a function to create an inquiry form that automatically generates tickets, and it was convenient, so I would like to have it on Intercom as well. Also, I use a Japanese tool called KARTE, but Intercom is better in that it allows segmentation by company and makes it easier to search for users.

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?

Yes

Did implementation of Intercom go as expected?

Yes

Would you buy Intercom again?

Yes

Likelihood to Recommend

I recommend chat support, help page creation, 1-to-1 messages to users, and user behavior collection all in one tool, and you can get started at a reasonable price.There are specialized tools for each, but I feel that the minimum plans are expensive and don't reach the areas you need.

Intercom: A Valuable Tool for User Analysis and Beyond

Overall Satisfaction with Intercom