SaaS Startups love Intercom!
June 06, 2024
SaaS Startups love Intercom!
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Intercom
Intercom is our primary support tool. With the embedded widget, our users can start a chat conversation from anywhere in our app and get a response within minutes. Intercom also handles the bulk of our communications to our users via email and in-app posts. All of our support articles are housed in Intercom too and served to our users seamlessly. Most recently, we have started to work with bots to handle the triaging and fielding of support requests. Our next project is exploring how Product Tours can help.
Pros
- Chat - embedded in app and accessible
- Support Articles - easy to serve and surface to customers
- Easy to use GUI. Very intuitive.
Cons
- Product Tours were initially difficult for us to use as we have a wildcard in our URL but this seems like it might be resolved.
- There are only three layers to the help desk, more would be nice.
- I'd love to see more outreach from Intercom. We get the generic messages, but I don't know that I've ever had a real human connect with me about our account.
- Our response time has not dropped in 5 years and our customers love to know that we are on the other end of the chat.
- Our support and success teams come up often in renewals and referrals
We integrate into HubSpot for ticket tracking, and into our DB for user records.
It came down to price, features, and usability. Interocm has always been very friendly to start-ups.
Do you think Intercom Suite delivers good value for the price?
Yes
Are you happy with Intercom Suite's feature set?
Yes
Did Intercom Suite live up to sales and marketing promises?
Yes
Did implementation of Intercom Suite go as expected?
Yes
Would you buy Intercom Suite again?
Yes
Comments
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