Intercom Review

PROS: We use Intercom to send out targeted messages to our customers and we also get useful insights on them.

CONS: I find the user interface cluttered and invasive for our users. The app takes up too much screen space. We have received suggestions to use Intercom for chat purposes, but it takes up too much screen space to be helpful for customer support chats.

PROS: Intercom Events is an important feature for us because we run multiple campaigns based on visitor behavior on our website. We would have found it difficult to implement the functionality on our own, but Events has made it much easier for us. This is thanks to the reliable Ruby gem that the app uses. Finally, the filtering features help a lot to get the best results from our data.

CONS: I have come across a few issues. First, the UI separates events from regular data in an untidy manner. This could be made cleaner. The second issue is both the Intercom JavaScript for live messaging and the Ruby gem send info back to the system. I wish they both work harmoniously. We have stopped using the live messaging feature so that Intercom gets updated info. Finally, the website can be a bit slow at times.

PROS: I love that it is easy and straightforward to import users and to create segments based on various attributes.

CONS: The interface is clunky and slow. There are a few peculiar requirements about how the app shows data. For example, it won’t show companies unless there is a user from that company assigned to them. This is peculiar because you can create users and companies independently, and users can belong to multiple companies. The API documentation is poor and needs to be improved. In my opinion, the app needs to be improved a lot to make it more developer friendly.

PROS: Intercom makes it simple to communicate with users in real time. It has helped us move beyond using email triggers and we can engage with users right inside the system. The app has helped us to reduce churn, and boost revenue and customer satisfaction.

CONS: If you add events via the REST API, they don’t trigger actions immediately. The events are added to a queue and the client has to log in to trigger an action. This causes problems as events like payments don’t trigger immediate actions. The vendor should make this instant. Another glitch is the app doesn’t allow triggering/segmenting/reporting based on events. Instead of needing to create multiple events, it’d be great if actions were triggered based on the triggering of certain event values.

PROS: This tool's automated messaging is jaw dropping. By hitting users with the right message done at the perfect time, you're able to control their experience of the app and get them to come back time and again. In-app messaging is a lot more effective through e-mail since it results to improved response.

CONS: At times I feel as if both campaigns and messages are getting more complex and bigger. This makes it nerve racking to make Intercom updates since it could break the great flow I'm having. I can't think of a better platform than this. But as of the moment, it's a minor problem.

PROS: The segment section enabled me to easily reach out and target all of my customers. Their automation section is a lot stronger thanks largely to the possibly including custom rule to the target user.

CONS: At this point in time, each product is done well. Also, I'd prefer to switch their business plan since we, as customers of Intercom, have an obligation to purchase all of their 4 modules. It would be an improvement if they can do something more of their insight-related functionality to employee.

PROS: The in-app messaging feature is very useful for CSMs. The app helps to deliver personalized content and support and we get valuable insights about our users. Plus, the product is easy to use and delivers consistently high performance. Finally, the Intercom agents provide prompt and helpful support.

CONS: I have no major complaints as Intercom flaunts all the major features. The only minor issue is the A/B testing could be improved.

PROS: I am highly impressed with the messaging automation feature which helps us contact our users with effective messages at the right time. This helps us control their experience with our products so that they keep coming back for more. In-app messages are more effective than email as we get a much higher response with the former.

CONS: There is only a minor issue that I’m concerned about. As we are using Intercom for increasingly complicated campaigns and larger messaging needs, I’m hesitant to update anything in the app as I am worried I might do something wrong and break the flow.

PROS: In terms of having a customer communications platform, I noticed this product not as overwhelming and simple to utilize. Its pricing schedule helped me carry out decision according to my current and future needs. Its integration is direct to the point. When we asked for support, the team from Intercom attended to whatever it is we wanted.

CONS: It may be a tiny problem, but since I'm currently headquartered in Australia, the free webinars are usually scheduled on Pacific time (way too early in the morning for me). To counteract that, they provide a simplified follow-on-demand tutorials. This meant going through the webinars are pointless.

PROS: I love how this tool offers you a line to directly interact with you end user. This makes it even more possible even if the user is located internationally.

CONS: I noticed Intercom has a tendency to make changes. But then again, it's a product in development. So this is expected for an evolving tool that gets better over time.

PROS: This messaging app completely turns the tables around for CSMs. Having the abiity to carry out content and suport personally helped us link to our users and acquire useful insight. What's more, Intercom did extremely well in terms of performance. It's simply to deploy, and product support has been helpful.

CONS: In terms of functionality, it has everything there. The downside that nitpick about is making enhancements with the A/B testing so I can make it easier to send to staff of Intercom.

PROS: I love how it's able to help me personalize and concentrate on each customer. I love how you can contact customers in real-time and get the chance to quickly share support from one team to another.

CONS: The tool's own Android app requires further functionality. At the moment, pricing is ok but I'm seeing others scale and that's starting to make question.

PROS: I love how it makes it possible to send e-mails to a number of people simultaneously to a certain customer segment. I love their assignment functionality and the ability to make comments on any convo with customers without them being aware. Their built-in customer chat is a huge plus.

CONS: One thing this product is missing is a functional ticketing system. They appear to run a simplified ticketing system, but we later realized that this isn't a useful feature for the long term.

PROS: This tool makes it a lot simpler to interact with users in real-time. Going past e-mail triggers and simply having the ability to engage directly with users within the app is valuable. This led to an increase in revenuw, reduced churn, and enhanced customer satisfaction.

CONS: Events included through REST api doesn't trigger immediate actions. Instead, it puts them to a queue unless a log in is done by a client, which then leads to an action. This can be a problem since payment won't lead to any action until late. Also, the tool won't do any reporting or triggering or segmenting according to an even context. It would be an improvement if an event value is triggered instad of making multiple events.

PROS: In my opinion, Intercom is indispensable for enterprise SaaS companies. We use it to offer real-time support to our customers, dispatch product updates, and monitor our usage stats. We also use the mobile app a lot to offer support on-the-go. And, we have integrated Intercom with Slack to keep our team updated.

CONS: I would appreciate if we could get dashboard views of historical usage trends. This would allow us to view historical data of visitors’ behavior on our website. I can do this through the API, but it is more difficult, and I would prefer to have this feature out of the box.

PROS: We simply needed to set up the system properly and after that all our team members could use it easily to engage with our users. We send out targeted messages to certain categories of users, which reduces the need to spend precious time manually tracking user behavior and characteristics.

CONS: There are a few glitches. The user interface to compose a new message is hard to use. The app’s performance is also slow. To be fair, Intercom is improving this area. It took a lot of time for our developers to set up the system. The setup is one-time but needs to tweaked if we wish to track more custom events in the future.

PROS: I love the all concept. It gives me the ability to get a global view of what’s occurring in my system and personalize messages based on the information I can collect about our users.

CONS: In my opinion, the email builder interface needs improvement. I wish they had used a classic email interface as it is more efficient.

PROS: The biggest benefit we gained from Intercom is it enables us to nurture our trials by approaching them differently, according to their usage, for example, logged in more than 10 times into our app, made a thing, new, etc.

CONS: I have no complaints at all as I like everything about Intercom.

PROS: When you've connected Intercom to your app, and you're able to transmit data to Intercom, you'll wind up building a powerful medium for marketeers. You can utilize this tool for coversion optimization, retention, customer support, and others --- just like how I was able to line out my business a few years back.

CONS: When you have more db, it stars to slow things a bit. But that's hardly any problem since I don't frequently work with this tool all day. So it's never a deal breaker.