Hi! I’m the CEO of a high ticket, low volume equipment manufacturing company. We use Hubspot for our sales CRM and customer support. The allure was to have all of our data in one place, which also likely reduces costs. But in practice, creating “automations” manually to facilitate ticket management is absurdly and unnecessarily complex compared to any support-first product like Intercom. I’m also curious as to AI / chatbot features between Hubspot and Intercom.
We receive about 50 tickets per month but many of those are simple requests that could surely be answered by an AI bot, which would allow our staff to focus on the truly urgent.
The urgent, priority 911, requests typically require a video call on Zoom or Whatsapp to visually inspect the customer’s equipment, diagnose, and address.
My current belief is that our needs are so basic and our requests so minimal, that Intercom would be overkill and not worth the additional cost and integration complexity, but I’m making this post to hear from the experts and see if my current view is inaccurate.
I would love to hear your thoughts in general about our situation as well as answer to these specific questions:
- How well does the integration between Intercom and Hubspot actually work in terms of capturing support interactions and syncing them to Hubspot?
- In what situations would a Hubspot-centric company utilize Intercom and what situations just don’t make sense and why?
If I wind up deploying Intercom, I would like to hire an expert to deploy it for us.
Thanks in advance for your response!