We've found intercom to be a massive improvement in our user conversations, up from when we have a live chat button as well as when we had a direct WhatsApp/chat functionality through a page.
I'm with everyone here in how annoying chat plugins are, in fact I was so against it that I fought tooth and nail to keep it out of our product. I eventually decided i should back it up with data and decided to give it a shot.
Speaking to the users, they love it. We're short circuiting a lot of conversations about usability and "how do I do this" little things that wouldnt have even reached us otherwise.
I rub with all of this is that I think we operate in a different user space than most of the commenters here (but I may be wrong). I say this because I still have chat popups, and it actively turns me off using a product and makes the decision for me in whether I buy something (to a no).
The difference might be that our users skew older - 40s to 50s and up, and are from a very old industry with little tech penetration. Email is still the preferred mode of communication, And they don't escalate anything except complete system failures. Intercom has somehow jumped that gap and makes them talk to us more. I'm as surprised as anyone.
We've found intercom to be a massive improvement in our user conversations, up from when we have a live chat button as well as when we had a direct WhatsApp/chat functionality through a page.
I'm with everyone here in how annoying chat plugins are, in fact I was so against it that I fought tooth and nail to keep it out of our product. I eventually decided i should back it up with data and decided to give it a shot.
Speaking to the users, they love it. We're short circuiting a lot of conversations about usability and "how do I do this" little things that wouldnt have even reached us otherwise.
I rub with all of this is that I think we operate in a different user space than most of the commenters here (but I may be wrong). I say this because I still have chat popups, and it actively turns me off using a product and makes the decision for me in whether I buy something (to a no).
The difference might be that our users skew older - 40s to 50s and up, and are from a very old industry with little tech penetration. Email is still the preferred mode of communication, And they don't escalate anything except complete system failures. Intercom has somehow jumped that gap and makes them talk to us more. I'm as surprised as anyone.