Usabilla VS Intercom Surveys

Intercom is a well-known customer messaging platform that aims to foster better relationships between businesses and their customers. While Intercom provides a wide range of features including live chat, customer support, and customer engagement, their user survey capabilities are a key component that assists businesses in understanding and improving their customer experiences.

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Intercom's survey feature is designed to gather crucial insights directly from users. These surveys can be sent out in different forms such as in-app messages, emails, or chatbot conversations, ensuring that you can collect feedback across different touchpoints in your customer's journey.

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The platform offers highly customizable survey templates, allowing businesses to design surveys that match their brand and address specific topics or issues. This flexibility ensures that your surveys are as relevant and engaging as possible, encouraging higher response rates and more valuable feedback.

Usabilla's ability to collect continuous feedback, track trends through an analytics dashboard, and gather in-context data is appreciated by users. Its user-friendly interface, intuitive feedback collection, and comprehensive reporting features have been lauded. However, it has been criticized for its lack of ADA and WCAG 2.1 compliance, which excludes a significant user group - disabled users. Furthermore, some users have mentioned that compared to its competitors, Usabilla lacks certain features such as video responses or screen recordings. It's also primarily limited to desktop instead of mobile web or app, and requires some engineering help to target certain JavaScript event triggers.

Intercom's survey capabilities, while generally appreciated for their utility, have been met with some criticism from users who feel they could be more flexible and user-friendly. A user on G2 expressed that they found it challenging to tailor the surveys to their specific needs. They felt that the user interface was not as intuitive as it could be, which made the process of creating and distributing surveys more difficult than they anticipated.

Another user on TrustRadius shared similar sentiments. They appreciated the overall functionality of the Intercom platform but felt that the survey feature was lacking. They found it to be less flexible than they would have liked, and it didn't provide the level of detailed feedback they were hoping for.