After hearing multiple reviews of them, decided to use them for our targeted client marketing. This was a Buy v. build situation. And I convinced my CTO to let me Buy, whereas we were considering trying to creating all of the advanced targeting.
Read the full reviewPricing plans are pretty confusing and full of traps. The "fantastic all-in-one product" is dramatically separated in packages that are in fact ridiculous limitations of the very same functionality. And all packages are divided in Pro / Std – than you get 6 variations of the same thing + scale ...
Read the full reviewStarting from: $49.00/month
Pricing model: Freemium, Subscription
Free Trial: Available (No Credit Card required)
Visit www.intercom.com/pricing to learn more.
Great tool for customer engagement. Praise from our own customers for our quick response times.
Pros
It's easy to use and you can build a customer support team within the tool. Another bonus is the mobile application that allows for direct contact with customers and enables me to answer questions whenever and wherever The ability to intergrade third party tools.
Cons
Setting up automated emails within intercom is an issue. when making an onboarding flow, the final in app mesage is also sent by email. These emails end up in spam folders for the most part.
Rating breakdown
Time used: 1-2 years
Frequency of use: Daily
Likelihood to recommend
We managed to give our userbase incredible fast support which often is what makes prospect trust us more than competitors.
Pros
Large range of features, excellent segmenting your audience for targeted messages, the interface is non intrusive for our users, but still visible enough.
Cons
The HTML editor for emails is clunky and emails often end up in spamboxes, more HTML templates would definitely be helpful.
Rating breakdown
Time used: 1-2 years
Frequency of use: Daily
Likelihood to recommend
Using Intercom is the easiest way to give out information and help our prospective students.
Pros
Whenever we are done with a conversation, instead of leaving it there, it's great there's an option to resolve the conversation and it archives somewhere else. I really like that there are emoji's and that our customers are able to see our profile pic and vice-versa.
Cons
I don't like that when adding a new saved reply, I am not able to add bullets or list of numbers. Other than this, every other feature is great.
Rating breakdown
Time used: 6-12 months
Frequency of use: Daily
Likelihood to recommend
Pros
-Triggers to let us know which customers need to be engaged -Lets us send our monthly newsletters by filtering different messaging to different people - Easy way to understand our clients. How many times they interact with our software, what location they login from etc.
Cons
Doesn't allow an easy way to setup just one template, and put "conditions" in that template. If we want to send the same template, but change one line of the email template, based on the customer, we need to create completely separate templates.
Rating breakdown
Time used: 2+ years
Frequency of use: Weekly
Likelihood to recommend
Pros
Intercom is so easy to use that we use it for our customers support and marketing communications ! It's better than mailchimp ;-)
Cons
Maybe the fact that it is a bit expensive, otherwise I don't have any con's about intercom ! It works for us very well
Rating breakdown
Time used: 2+ years
Frequency of use: Daily
Likelihood to recommend
It has helped us track the drop rate . We have also got an insight on the most viewed pages which helped us on updating the same feature.
Pros
The real time interaction option is very good. If properly used it can be very beneficial in getting the feedback on the go for the software. Tracking the customer drop off data is very good for analytics.
Cons
May be the UX needs a bit more enhancement as it is a bit complex to understand the usability. But it's not that big a drawback.
Rating breakdown
Time used: 1-2 years
Frequency of use: Daily
Likelihood to recommend
Pros
response to customers is very rich and always goes beyond my question. they implement their own products into their support so its use is fully illustrated.
Cons
the only thing i can think of is the time waited for a response which can sometimes be longer than an hour.
Rating breakdown
Time used: 6-12 months
Frequency of use: Daily
Likelihood to recommend
Pros
It is simple to set up, allowed us to easily create in app tutorials and comprehensive help center. We use the messaging a ton to engage our customers and track useage.
Cons
Support can be a little slow to respond but overall the platform is great. It doesnt have as many plugins and addons as something like zendesk but I like that because it doesnt over complicate the platform.
Rating breakdown
Time used: 6-12 months
Frequency of use: Daily
Likelihood to recommend
Pros
The ability to easily embed and customise our support portal, then manage all tickets from the interface.
Cons
I'd say the inability to export all conversations according to custom needs. I've wanted to have an export of what was done to resolve support tickets and categorise them, but was unable to.
Rating breakdown
Time used: 6-12 months
Frequency of use: Daily
Likelihood to recommend
Better communication and grasp on understanding our customers
Pros
The integration of support desk, chat, messaging, customer & website analytics is so seamless. It's a real strength to have everything together in the right spot ready to act on .
Cons
Definitely Price. Their pricing model is geared toward SAAS model businesses and is a bit pricing e-commerce.
Rating breakdown
Time used: 2+ years
Frequency of use: Daily
Likelihood to recommend
