Item: Intercom
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

As a SaaS company, we use Intercom for both customer support (help desk, Fin, and help center articles) and for customer engagement (proactive support). We're a pretty small and lean team, so having all these functionalities in one place is super useful for us. Intercom helps us onboard users in a comprehensive and engaging way, and allows us to be there to support our customers when they need it.

Pros and Cons

Intercom Fin AI is an amazing boost for our CS team. The answers Intercom Fin provides are so well worded and have helped resolve a lot of questions our customers have.
Creating product tours is really easy and intuitive, and though we haven't launched them yet I'm excited to measure their impact on our customer journeys.
Being able to target users very specifically by using filters and custom attributes allows us to get our messaging to the right audience and tailor our onboarding experiences.

Sometimes our proactive support shows up differently for different users, and I don't really understand why. It's nice that you can see what step someone had an issue on, but it's not always clear how to fix that.
I'd love to see a quicker customer support reply time than a few hours, as sometimes I get blocked by an issue and have to wait for it to get resolved.

Return on Investment

Reduced response time
Reduced number of tickets customer support has to deal with

Usability

Most things are very intuitive, but it can be difficult to navigate to some important features (e.g. Macros, billing information)

Integrations

We use Intercom as communication/internal marketing with current customers and people in free trial, and hubspot as our external marketing/newsletter communications platform. Hubspot also acts as our primary CRM, although Intercom gets all that information pushed in so when we have support tickets it's super easy to see the profile of the customer.

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

HubSpot CRM, Recurly, productboard

Likelihood to Recommend

Great for integrated customer support, especially if you want a helpful bot in your app. Also great for setting up complex proactive support series with a wide variety of message types including email, in app messages, and chat bots. Email formatting and design tools could be better, but you can use html to build templates if you want.

Great Customer Platform

Overall Satisfaction with Intercom