What is Intercom?
Who uses Intercom?
Why developers like Intercom?
Here are some stack decisions, common use cases and reviews by companies and developers who chose Intercom in their tech stack.
My SaaS recently switched to Intercom for all customer support and communication. To get the most out of Intercom, you need to integrate it with your app. This means instrumenting some code and tweaking some bits of your app's navigation. Checkly is a 100% Vue.js app, so in this post we'll look at the following:
- Identifying a user with some handy attributes
- Getting page views right with Vue Router
- Sending events with Vuex
- Some nice things you can now do in Intercom
After finishing this integration, you can actively segment your customers into trial, lapsed, active etc. etc.
We are using React Native in #SmartHome to share the business logic between Android and iOS team and approach users with a unique brand experience. The drawback is that we require lots of native Android SDK and Objective-C modules, so a good part of the invested time is there. The gain for a app that relies less on native communication, sensors and OS tools should be even higher.
We use a microservices structure on top of Zeit's @now that read from firebase. We use JWT auth to authenticate requests among services and from users, following GitHub philosophy of using the same infrastructure than its API consumers. Firebase is used mainly as a key-value store between services and as a backup database for users. We also use its authentication mechanisms.
You can be super locked-in if you also rely on it's analytics, but we use Amplitude for that, which offers us great insights. Intercom for communications with end-user and Mailjet for marketing.
As a small startup we are very conscious about picking up the tools we use to run the project. After suffering with a mess of using at the same time Trello , Slack , Telegram and what not, we arrived at a small set of tools that cover all our current needs. For product management, file sharing, team communication etc we chose Basecamp and couldn't be more happy about it. For Customer Support and Sales Intercom works amazingly well. We are using MailChimp for email marketing since over 4 years and it still covers all our needs. Then on payment side combination of Stripe and Octobat helps us to process all the payments and generate compliant invoices. On techie side we use Rollbar and GitLab (for both code and CI). For corporate email we picked G Suite. That all costs us in total around 300$ a month, which is quite okay.
As a new company we could early adopt and bet on #RemoteTeam setup without cultural baggage derailing us. Our building blocks for developing remote working culture are:
- Hiring people who are self sufficient, self-disciplined and excel at video and written communication to work remotely
- Set up periodic ceremonies ( #DailyStandup, #Grooming, Release calls and chats etc) to keep the company rhythm / heartbeat going across remote cells
- Regularly train your leaders to take into account remote working aspects of organizing f2f calls, events, meetups, parties etc. when communicating and organizing workflows
- And last, but not least - select the right tools to support effective communication and collaboration:
- All feeds and conversations come together in Slack
- #Agile workflows in Jira
- InProductCommunication and #CustomerSupportChat in Intercom
- #Notes, #Documentation and #Requirements in Confluence
- #SourceCode and ContinuousDelivery in Bitbucket
- Persistent video streams between locations, demos, meetings run on appear.in
- #Logging and Alerts in Papertrail
In order to fix this, we had to set up our own content delivery service. We chose Amazon CloudFront and Amazon S3 to do the job because it has a good synergy with Heroku PaaS we are already using.
Intercom has been amazing for us. It's a brilliant way to easily add web chat to your website and make support articles. We now make use of their APIs and webhooks to extend the functionality to some of our particular needs. Everyone on the team does 3 hours of user support a month and find it really easy to get used to!
- Live customer data
- Rich user and company profiles
- Real-time customer segments
- Email and in-app messages
- Auto-messages based on time or behavior
- Custom email templates
- Rich, personalized message composer
- Performance metrics
- Event tracking
- A/B testing
- Web & mobile compatibility
- APIs and webhooks