Intercom is a platform for customer communication that works utilizing user intelligence and behavioral targeting. It helps businesses benefit from customer communication by understanding their responses and improving their processes. The marketing automation software gives users insights into who is using the company product. It then provides tools that send personal communicators to create a more personal relationship with the customer. It has a suite of integrated products for all the teams in a company. This includes:
Intercom marketing automation software has many products that enable targeted communication with customers. This can be done on the company’s website, inside their web or mobile applications, or via email.
The older way businesses used to run was by using a tangle of point solutions. They would use marketing automation and helpdesk products. All the teams would operate in a silo. This situation made it more difficult for teams to work together, especially when it came to bigger companies with thousands of employees. They could never stay on the same page. The mess resulted in creating an unpleasant and disjointed experience for the customer, and they always felt like the interactions were impersonal.
There are over 17,000 paying customers that use the marketing software across the globe. The users range from startups like General Assembly to public companies like Shopify. Intercom can be used to send targeted, in-app messages as well as emails that are behavior-driven.
Intercom provides its users with a solution that is a newer and better way to acquire, engage and retain customers. This is ideal for different teams like sales, marketing and support. It helps them connect and communicate with customers and helps the business grow faster. By making use of the live chat features for sales, customer engagement, as well as customer support, a company can nurture its leads and turn them into prospects and then customers. Companies can then send targeted messages to the users already onboard, make announcements, and re-engage people using Intercom. This solves customer problems faster by using an integrated help desk and a public knowledge base.
The live database of customers on Intercom is always updated. The software allows companies to receive feedback from users, send event invites and other communication. Intercom also enables its users to send emails and in-app messages. This can be done across all mobile and web devices.
It is easy to track customer data and events. Companies can see who their customers are and what actions they take or do not take. It is also possible to segment users by their actions and create more live segments that are based on them. The tool gives its users the intelligence and data they may need to acquire and engage customers in a more effective and efficient manner.
- Founded 2011
- United States
Key Metrics of Intercom
Companies can replace forms with targeted messages to instantly engage their best leads. The software helps the companies qualify these leads for them. Intercom routes the leads to the concerned sales people. This allows them to convert leads faster. It also connects the sales team to the best leads, after which they can chat or engage the leads in real-time.
Live Segments and Filters
Companies can view and get notifications about client status updates. The updates include new clients, currently active clients, and also the clients that moved away. Users can create custom segments which are based on user attributes and events. It is easy to get a full picture of each and every customer which includes tracking their activity, location, social profiles, and more. When users have live information on customer behavior, they have vital insights that they can use to build targeted campaigns for desired audiences.
Rich user and company profiles
With Intercom, it is now possible to view all customer data on one single platform. This data includes:
- contact details
- company name
- interaction history
- current activity
It helps receive the much needed intelligence and data that will help the users further fine tune their campaigns and communication. This plays a big role in the improvement of customer support and service.
Now it is possible to monitor how campaigns are performing using Intercom in real time. Companies now have access to data such as click-throughs, open rates, and other desired actions. There is no chance of losing out on on important metrics and indicators. It is easy to introduce improvements that can make campaigns more effective and meaningful.
With Intercom marketing automation software, it is possible to set up behavior triggered campaigns. They will target select users based on their performance. Certain actions are taken are taken at specific stages, like new, active, and inactive users.
- FREE TRIAL – yes
- RESPOND $53/month
- ENGAGE $53/month
- EDUCATE $49/month
- LIVE CHAT FOR SALES $106/month
- CUSTOMER ENGAGEMENT $53 /month
- CUSTOMER SUPPORT $102 /month
Starting from: $49.00/month
Pricing model: Free, Subscription
Free Trial: Available (No Credit Card required)
One can avail a 14-day free trial. Small companies can avail a flat rate of $49 a month for the first year. Contact the vendor for further details. The following packages are offered:
- Respond: from $53/month –
- Manage conversations with leads and customers at scale.
- Engage: from $53/month –
- Send targeted messages to the right people at the right time.
- Educate: $49/month flat rate –
- Create, organize and publish help articles
- Live Chat for Sales (by Respond and Engage): from $106/month –
- Capture leads
- Qualify leads
- Nurture leads to convert them to customers.
- Customer Engagement (by Engage): from $53 /month –
- Send targeted messages to on board users
- Make announcements
- Re-engage people.
- Customer Support (by Respond + Educate): from $102 /month –
- Solve customer problems faster
- Integrated help desk
- Public knowledge base
Features of Intercom
Live Chat Features
- Canned Responses
- Geo Targeting
- Proactive Chat
- Third Party Integration
- Website Visitor Tracking
Customer Service Features
- Customer Database
- Customer Experience Management
- Help Desk
- Surveys & Feedback
- Live Chat
- Inbox / Queue Management
- Knowledge Base
Email Marketing Features
- A/B Testing
- CAN SPAM Compliance
- Drip Campaigns
- Dynamic Content
- Event Triggered Email
- Template Management
- WYSIWYG Email Editor
Lead Generation Features
- Lead Capture
- Lead Nurturing
- Lead Scoring
- Visitor Identification
Marketing Automation Features
- Drip Campaigns
- A/B Testing
- Analytics/ROI Tracking
- Website Visitor Tracking
- Lead Scoring
Pros and cons
Some of the benefits that come from using Intercom app are
- The app is user friendly since it comes with reliable customer response. Users are able to engage their customers continuously after installing the app.
- It will enable businesses to develop and launch marketing campaigns quickly without having to contract experts.
- Users of the platform will enjoy its high customization capabilities.
- You get to enjoy the various tutorial videos and templates that come with the app. This will ensure you get the best out of it.
- It is ideal for customer support for businesses and can allow you to communicate with customers easily through emails or messages.
- The software comes with the following limitations
- You are likely to find the software’s UI slow at times.
- Users have no capacity to change the operator icon.
- Intercom is not readily compatible with Xero or Freshbooks.
Intercom offers an API and integrates with the following applications:
- Clearbit Reveal
- Microsoft Teams
- Monthly payment
- Small Business
- Medium Business
Intercom offers the following support options:
FAQs, Forum, Knowledge Base, Online Support, Phone Support
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Salesforce Paradot Marketing
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Easy-to-use tool with great features to make supporting customers a breeze!
- -Live chat.
- -Web visit tracking.
- -Email automation.
- -Email templates and customization.
- -Page pop up customization.