Creating a unified customer experience:
The main selling point of Intercom is that it offers a unified customer experience, bringing sales, marketing, and support together, and it really does act on that.
Well-established solution for support:
While Intercom claims to unify the entire customer experience, there is no doubt that its support functionalities are the best performing part of the tool.
Creating a fully-fledged user onboarding process:
Though Intercom claims to cover all parts of the customer experience, it fails to do so in a sophisticated way, especially when it comes to user onboarding. The Intercom product tours feature is a simplistic one that costs extra to purchase as an add-on.
Intercom is quite the complex tool, but this complexity often gets in the way of more important things, like customization. In hopes of being good at it all, Intercom fails to give users the flexibility of customization.