Logo for Intercom

Intercom

Intercom Reviews and Cloudswave Rating

  • 86

    Cloudswave Score for Intercom

    Rating based on 28 Critic Reviews

    25 Favorable reviews
    100 %
    0 Mixed reviews
    0 %
    0 unfavorable reviews
    0 %
  • An Essential Tool for Running Your SaaS Business

    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

    0 of 0 people found this review helpful

    Customer care as it should be

    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

    0 of 0 people found this review helpful

    Amazing insights into how your app is being used

    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.

    0 of 0 people found this review helpful
    Read all reviews on GetApp
  • Intercom from a high growth startup

    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.

    0 of 0 people found this review helpful

    I'm into Intercom!

    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

    0 of 0 people found this review helpful
  • Good product with a few bugs

    What do you like best?

    Importing users is fairly straight forward and creating segments based on different attributes is easy.

    What do you dislike?

    The interface is slow and clunky. There are some weird requirements around how it shows data, for example companies won't show up unless there is a user with that company assigned to them. This is weird because you can create companies and users independently. Users can also belong to many companies and the api documentation is really bad. All the gems are confusing and split between a rails and ruby gem. They make synchronous blocking calls that can take up to 10 seconds which caused quite a lot of lag until we got them into background tasks. The product still needs a lot of work to be developer friendly.

    Recommendations to others considering the product

    There are other options out there to try, I think Intercom is a good solution but maybe not the best.

    What business problems are you solving? What benefits have you realized?

    We are able to segment our customer base and track engagement. It helps us know what parts of our application are being used and to communicate with our users directly.

    0 of 0 people found this review helpful

    A great tool for learning about your users

    What do you like best?

    The best part about Intercom is that once the initial set up is complete, it is easy for anyone on the team to engage with our users. We can target messages to specific types of users automatically reducing the need to manually track user characteristics and behavior.

    What do you dislike?

    The UI to create a new message is unwieldy, and the performance is slow. However I have noticed that Intercom is making several improvements in this area. The set up process was advertised as seamless, but in reality our developers had to spend significantly more time than expected to complete the set up. It's a one time set up unless we want to track additional custom events in the future.

    Recommendations to others considering the product

    Intercom can be used for a lot of different things, not just communicating with your users. It's a great tool to help you understand what your users are doing on your site.

    What business problems are you solving? What benefits have you realized?

    We are able to learn more information about our users. We use this tool to learn about what features the users are spending the mot time on. We are able to send users helpful messages that anyone on the team can set up, rather than asking a developer to spend time creating help text.

    0 of 0 people found this review helpful

    What do you like best?

    The best thing at Intercom is that it empowered us to nurture our current trials by addressing them differently, according to their usage phase (new, made a thing, logged more than 10 times into our app, etc)

    What do you dislike?

    To be honest, I am just filling 40 characters to move over. I like everything so far at Intercom.

    0 of 0 people found this review helpful
    Read all reviews on G2 Crowd
Alternatives to Intercom
Newsletter

Subscribe for free and get updates on new web apps and exclusive deals.

Free Download: CRM Software Pricing Guide

Enter your email and press continue to start downloading.

Detailed comparison of the 10 best CRM software!

One last step to begin your download:

Complete this brief form and we'll email you the PDF document.

Thank you for downloading the Detailed comparison of the 10 best CRM softwares white paper..

The white paper has been sent to your email. You can also download it right now from this URL: Detailed comparison of the 10 best CRM softwares


Other must read white papers for you

clic to downlaod
Download This whitepaper
whitepaper image
The 5 point plan to ERP selection success
clic to downlaod
Download This whitepaper
whitepaper image
Project Management Best Practices
clic to downlaod
Download This whitepaper
whitepaper image
10 ways requirements can sabotage your projects right form the start
clic to downlaod
Download This whitepaper
whitepaper image
Putting the i in CRM
clic to downlaod
Download This whitepaper
whitepaper image
Why Go Mobile? Six Strategic Objectives You Can Conquer With Mobile CRM
clic to downlaod
Download This whitepaper
whitepaper image
ECM as we know it is dead. Are you prepared for the new ECM landscape?
clic to downlaod
Download This whitepaper
whitepaper image
Six Easy Tips to Increase Customer Loyalty
clic to downlaod
Download This whitepaper
whitepaper image
Are Marketing Automation Tools the Greatest Asset In the Sales Arsenal?

Detailed comparison of the 10 best CRM softwares