Cloudswave Score for Intercom
Rating based on 28 Critic Reviews
Stu Green, on GetApp
We've been with Intercom since the very early days. We originally signed up for their beta when it was just a tracking tool to find out how many users you had in your app, now it's a full blown CRM with email marketing ability, real-time chat with customers, user segmenting, automatic messaging and so much more. It's essential for our business and we rely on it every hour of every day. Their customer service is also fantastic, as you would expect.
Pros : - Real-time chat with customers - Email marketing and segmenting which helps converts leads - Lowers churn because you can capture and engage users who are dropping off - Very easy to use, with a lovely user interface
Cons : - Can get a little expensive as your users grow - Price is plan is not fixed, so you have to manually remove old users (or visitors to your site) to keep your price plan down or it will rocket without you realizing
Konstantinos Papadogeorgos, on GetApp
It was one of the wisest choices on our company to start using Intercom. Simplicity and of course functionality and efficiency are the most competitive advantages of Intercom. You can easily keep track of your conversations and always easy to find previous conversations and retrieve relevant information. Another great aspect is the insights offered as you can easily keep track of information that can help your business move toward the right direction to satisfy its users. Last but not least, we love how easy is to assign relevant conversations to colleagues, make internal notes and receiving alerts and also the saved drafts available.
Pros : Efficiency, functionality and the insights
Cons : Sometimes the app sends emails and notifications to wrong members
Justin McGill, on GetApp
Signed up for an Intercom demo and immediately purchased. The ability to trigger automated emails based on activities within your app is pretty sweet. I really love having the ability to just send in-app alerts to users to highlight a new feature release. All of our live chats are now supported through Intercom as well so we can easily track conversations to users and allow our team to know more about our users when handling their requests.
Pros : It's a fully integrated automation, live chat, and app monitoring system.
Cons : No complaints from me...it can be a little pricey to get ALL of the bells and whistles, but for what it does it's a solid value.
Matthew Barnett, on TrustRadius
Intercom Use Cases and Deployment ScopeWe use Intercom for a number of areas of the business: Onboarding and welcomeCustomer and respondent supportRetentionWebsite support with AcquireThe benefits are having a single portal for all the above, whereas before we would have used multiple. Talking to users in real time gives us great visibility, and ensures we constantly get top reviews for customer service - not to mention happy and longer retained customers. We use trigger based emails and contact to educate, onboard and retain our users dependent on their profile and actions.
Pros : Onboarding - Email targeting depending specifically on what actions a user performs in their first 7 days enabling us to reinforce tasks that are crucial to activation.Website support - Answering visitors questions and converting more traffic to users.Assignment - Assigning support throughout the team for rapid, and best responses.
Cons : More customisation of Email design.More customisation of Email logic for instance delivery based on previous emails having been sent.Better Android app - this has limited functionality for now.
Joris Brabants, on TrustRadius
Intercom Use Cases and Deployment ScopeWhen we started with Intercom we tried to improve our onboarding process, so it was a marketing tool for us in order to connect with users and get them through their trial period. We noticed that the response of our users was very positive and rolled out other things the software offers as well.
Pros : First of all it helps us with navigating our users through our service in order to get them to understand all features (based on their behaviour)It helps us gather feedback and lets us analyze usage of our serviceNow we also use it for support
Cons : Sorting/filtering of auto messages gets hard when your message list is growing
User in Computer Software , on G2 Crowd
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