Powerful and adaptable communications manager.
October 23, 2024

Powerful and adaptable communications manager.

Eben Marks | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Intercom

I've used Intercom for several years at multiple companies. Currently, my main use case is managing one-time and ongoing messaging campaigns to users enriched with custom data from our product. This allows us to target communications based on product usage and adoption. We also use the different channels Intercom supports, including email, in-app messages, and banners.

Pros

  • Message distribution at scale.
  • Automated journeys.
  • Data enrichment.

Cons

  • Metrics and reporting could be better for tracking performance across messages.
  • The set-up and scheduling would be easier if I could reuse settings from previous emails.
  • Some more flexibility with email designs.
  • It helps us to drive adoption of features.
  • It helps our new users to self-serve their onboarding, so they get set up quicker and the workload on our team is reduced.
Intercom is generally good at keeping a powerful product easy to use.
Our main integration feeds data from our own product to custom attributes. I have also used Intercom integrations with other products like Calendly and Zendesk, but not recently.
I wasn't involved in selecting Intercom.

Do you think Fin by Intercom delivers good value for the price?

Yes

Are you happy with Fin by Intercom's feature set?

Yes

Did Fin by Intercom live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Fin by Intercom go as expected?

I wasn't involved with the implementation phase

Would you buy Fin by Intercom again?

Yes

Intercom is the best tool I've used for syncing data from our product about individual users and companies and creating messaging based on that. It works well for both one-time messaging blasts and personalized drip campaigns, such as onboarding or reactivation email journeys. I would always recommend it for that use. I haven't used Intercom for high-volume two-way communication for a long time, so I'm less sure about that side, but I recommend that people consider it.

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