Product Tours by Intercom - Connect the dots from sign-up to success

Just started using today, so curious to see how it plays out for our customers over the next few weeks. But it seems very promising!

Pros:

It solves a big problem for us! Super easy, intuitive set up.

Cons:

Limited analytics.

Congrats on the launch! Great addition to Intercom - onboarding is a hot topic for us!

This looks awesome! Can it be used with a product that users need to login to for access? Like a user dashboard? I see the first step is to enter a URL but the specific URL of our dashboard is not accessible until the user is logged in. Also, there are pages in the dashboard that are specific to each user - does Product Tours support that? Maybe with a wildcard? Thanks :)

Have been using it for about 3 years. Cannot imagine our world without it. We are making sure we have it on every new produt we add to the portfolio.

Pros:

Easy, simple, powerful

Cons:

Cannot think of anything

I wouldn't recommend this product in its current form; its still very much a 'beta' product from my perspective. We have been paying Intercom $159 per month since the tours app was released, and we've had nothing but issues throughout our time using the product. The editor completely locks up and all of my steps are lost. I try point the tour steps to a particular element and it locks up. I have to basically create a tour step, move off the window, and re-enter the window at a different area to then try and click on the element I want the tour step to point to. More often than not it just breaks. And so, all of my progress is lost. I now have to create tour steps one by one. I create one, save the tour, reopen it, and then try add the next step, and hope for the best. Its taking me hours to build a single tour. Their support is pretty relaxed and not really too fussed. I think Intercom is becoming more big-client orientated and not too fussed about the user experience of their small clients like us and to be quite frank it sucks. Other issues I encounter or have encountered: 1) I can't duplicate tours - when I do, I try select a new start URL and immediately it tries to redirect back to the original the moment I add a new step. 2) As outlined above, I can't add new steps sometimes to tours because the whole editor locks up. 3) I've encountered very slow load times for particular steps, resulting in a poor UX. 4) When creating a tour, the ability to ask a user to click on something exists, but it doesn't happen in the tour editor itself. For example, I want to add a new user. I say in the tour 'click on this button to continue'. Now what should happen when I save this step and go to add the next one, is that the editor clicks that button and takes me to the next section, so I can add the next step. Instead, I have to preview the tour, click on the button via the preview mode to open up the desired feature, and then exit the preview mode. Then I can add a tour step for the next bit. 5) I can't use the same tour for different instances of our product, even though they insist this should work. I have to basically create a brand new tour for each instance of our software. Coupled with the inability to clone tours, and the frequent locking up of the editor, I am running into serious delays on a daily basis. I am really doing my best to advocate for intercom and this particular feature to my bosses, but I keep running into issues and spending ages waiting for a fix or even a response. My bosses are losing their patience, as am I, and its a poor reflection on me for making recommendations to continue trying to use this awful feature. Re support - I suspect there is some cherry picking going on because I logged an error earlier today and I still haven't had a single response. Yet there are active support agents and one of them even contact me for another issue to ask if I still needed assistance. I feel as though I am being ducked by their support team now. Perhaps this works for very basic apps, but it doesn't work with us, and we're not getting the help we need to resolve our issues, and we're still wasting money in the hopes that they'll sort it out. Massive let down.

Our SAAS company already work with Intercom for the chat + article feature and it works great! Now we want to upgrade with a product tour, but we do not have the knowledge to do the setup and integration. Does someone know a freelancer who has the experience and can help with that?

@mattnhodges Wonderful experience so far. Is there a way to remove Author bar from tour elements? It seems unnecessary and distracting while text volume is low ie. new feature help.

Does this work on mobile? @mattnhodges ?

My only complaint would be that I wish you could use this product on its own rather than having to sign up for the live messaging service as well. Other than, it is cool - we just only need the product tour part of it right now and that's not possible.

We've been experimenting with Product Tours and have been pleasantly surprised with how easy it is. It's definitely lacking a few key features - it's tough to edit middle steps, it isn't optimized for mobile (and it's unclear if it's supposed to work?), and it doesn't work with forms. Other than that, the fact that it's included with any Intercom subscription is awesome. I'm excited to see what the next update brings.