I use Intercom for client communications, sending emails, pop ups or low-touch learning journeys with tours and checklists.
Pros
Low-touch communications
Recurring communications (emails)
User-friendly communications interface and editing
Cons
Email editing - more email customization features
Likelihood to Recommend
Intercom is an intuitive and complete platform, which makes it possible to centralize various types of communications and segmentations, facilitating contact with the user.
Currently in my company we use Intercom to create and manage user segmentations, monitor their engagement in our solution, create and manage communication campaigns for events, courses, rich materials, product news and everything else that is necessary to communicate with our users. In addition, we also manage all onboarding of new users with the support of pop up, tour and checklist tools.
Pros
segmentation
comunication
metrics
Cons
Reports
News
Articles
Likelihood to Recommend
Based on my use case, whenever I am asked which tool we use to communicate with our users, I confidently recommend Intercom.
Today the solution is more mature than two years ago and I feel like it has evolved a lot.
My role is customer marketing and customer experience.
In my daily life, I need to monitor sharing data, create segmented campaigns and monitor their performance.
We are using Intercom to manage support requests in our digital product Casai. Casai is designed to help control annd regulate the economics of construction projects and it can take some time to learn. So our clients contact us if mostly if they are struggling with using the program, need help with certain features or if there are bugs.
Pros
Manage Support Requests
Working together with colleagues
Awesome Customer Service
Easy to learn
Cons
Being able to sort users by name under "All Contacts".
Improved Filter/Search options for contacts.
Likelihood to Recommend
I have only been using Intercom for a couple of weeks, but it is really easy to use and it has been a great tool for managing our clients that are reaching out for support. I love that it is built in to your own website so that it is easy for the users to find.
I use Intercom to create and manage all communication campaigns with my clients.These campaigns range from communications about product launches, satisfaction surveys and invitations to events.The channels I use most are: Emai, Pop up, Tooltip and News.I also manage my clients’ segmentations. My company is a SAAS specialized in providing Lean planning solutions for construction companies.I am responsible for all customer contact points. From individual communications to mass communications.I need to create them, segment them and monitor their engagement and make internal reports for my leaders.
Pros
comunication in app
user segmentation
countless forms of communication
Cons
reports on communications performance
more customization
improve usability when creating tours
Likelihood to Recommend
In the two years I have been using Intercom, the platform has met my needs well.I am responsible for all management of customer contact points, whether individual or in bulk.Therefore, I need to create, segment, manage and track engagement results.For creating rich content campaigns, inviting events and product launches, Intercom works very well.Even for onboarding experiences for new users, I was able to create a flow with Tours, Tooltips and Emails.Segments also work well. I need to create clusters based on different characteristics of my users and the platform allows me to identify them and use segmentation in communications. Which helps a lot in personalizing my messages.However, the graphics functionality from engagement to communications leaves a lot to be desired. It is not visual, it is not possible to perform different filters and it is not possible to collect important insights. I do this monitoring using an Excel spreadsheet.
I use it to send communications and structure onboarding journeys with tours, posts, articles and checklists.I monitor the metrics and constantly update these communications.
metrics and filters, some period filters are made in the chacklist and do not impact on all the metrics presented, requiring manual export and organization
Likelihood to Recommend
Intercom is a very complete tool, with many features and frequent updates and improvements. The outbound functionalities are very diverse.
