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Matt G.
Marketing and Advertising, 11-50 employees
Used daily for 1-2 years
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For those new to marketing automation it is very simple to get going, with no prior knowledge of even HTML. It has lots of helpful prompts to make sure you stay on track. Most importantly the customer support team really do make an effort to help, and they are improving the software all of the time in response to customer feedback. The ability to easily send in-app campaigns, rather than the usual pop-ip messaging is a major USP.
Adding and updating data at times can be painful, especially as the system allows emails to be duplicated. The campaign system is quite simplistic, meaning that you have to be careful that you layer an automation using exclusions - which is one of the reasons it could be unsuitable for a larger/more complex product and or organisation.
Jake S.
Events Services, 1-10 employees
Used daily for 6-12 months
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Overall the experience has been good, but the price is quite steep...
I like that it tracks customers and what they do on the site. Being able to have customer available to our users at all time is critical for us.
I don't like how confusing the versatility features are. It's like they made it SO custom that it's harder for the average user to piece together.
Hi Jake, Thank you so much for leaving us this review. It's great to hear that Intercom is helping you deliver such a critical service! As our products get more powerful we're definitely walking a tightrope between flexibility and simplicity, and we continue to make improvements in this area. We have LOTS of training resources to help you get to grips with all the functions though. I guess the best place to start would be our webinars or Intercom Academy where you can find video lessons for each use-case. If there's anything else we can do to help you unlock the true potential of our features just let us know using the Intercom messenger :) Kate (Intercom - Customer Engagement)