Best of breed application

What are the best aspects of this product?

Intercom makes it simple to communicate with users in real time. It has helped us move beyond using email triggers and we can engage with users right inside the system. The app has helped us to reduce churn, and boost revenue and customer satisfaction.

What aspects are problematic or could work better?

If you add events via the REST API, they don’t trigger actions immediately. The events are added to a queue and the client has to log in to trigger an action. This causes problems as events like payments don’t trigger immediate actions. The vendor should make this instant. Another glitch is the app doesn’t allow triggering/segmenting/reporting based on events. Instead of needing to create multiple events, it’d be great if actions were triggered based on the triggering of certain event values.

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

We use Intercom for live chat, marketing automation, help desk tasks, and to communicate with users of a SaaS solution.

Are you a current user of this product?

Yes