Intercom Case Study

Intercom

Customer messaging platform for sales, marketing and support

4.55/5 (529 reviews)

Intercom use case: Marcelo Lombardo

Marcelo Lombardo

Verified Reviewer  
20th of July, 2016
Good product, but full of pricing traps

Intercom seems to be a great solution at all, potentially acting as a central cockpit for chat, support, app tracking, web site tracking and lead nurturing. So you can trigger actions regardless the client touch point and measure your goals.

What do you like best?

If well explored, it can easily replace a bunch of other solutions by a single one.

What do you dislike?

Pricing 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 for quantity of contacts / visitors. Confusing? Wait… They used to have 4 packages, removed one by merging two and unconditionally charged me the just merged package (that I don’t need).

Why did you end up selecting Intercom over other applications?

Intercom is really all-in-one. Lacks SIP calling only.

If so, why did you switch?

Live Agent hosting is unstable and slow, and functionality is pretty limited compared to Intercom.

What is your main use case with Intercom?

Entire support, marketing and commercial teams share the same conversations with clients.

Give one example how Intercom has improved the way your organization functions

Intercom has less functionality when compared to an specialist chat, marketing automation and support software but it’s all-in-onde design keeps training simple to all teams.

What is your ROI?

It actually costs more than all other tools it replaces. Has less functionality when compared to an specialist chat, marketing automation and support software but it’s all-in-onde design keeps training simple to all teams. So I think we are even.

Likelihood to recommend

4/10

Time used

6-12 months

Frequency of use

Daily

Rating breakdown

Value for money
Ease of use
Features
Customer support