I was very excited when I first heard about Intercom, and a bit surprised why it took so long for such a product to come out. It just made sense!
Although there were existing tools out there that allowed you to talk to your users, such as Qualaroo and Olark, Intercom did something different, it allowed you to have conversations AND see who was using what in your app AND connect with them. It mixed customer interaction + app metrics. This combination of capabilities is great since you didn’t have to build a similar tool yourself or use multiple tools to achieve the same outcomes.
It took me almost a year after hearing about Intercom before I could finally start using, and once I started using it, I was addicted to it. Here’s how it’s made my life easier: