A recommended tool for SaaS — with some downsides.

What are the best aspects of this product?

This tool makes it a lot simpler to interact with users in real-time. Going past e-mail triggers and simply having the ability to engage directly with users within the app is valuable. This led to an increase in revenuw, reduced churn, and enhanced customer satisfaction.

What aspects are problematic or could work better?

Events included through REST api doesn't trigger immediate actions. Instead, it puts them to a queue unless a log in is done by a client, which then leads to an action. This can be a problem since payment won't lead to any action until late. Also, the tool won't do any reporting or triggering or segmenting according to an even context. It would be an improvement if an event value is triggered instad of making multiple events.

What specific problems in your company were solved by this product?

With so many problems presented by other products, Intercom has finally taken the cake and did its job well in terms of interaction. I'm able to directly communicate with SasS product users.

Are you a current user of this product?

Yes