Over Intercom

's Werelds eerste platform voor klantberichten dat is gericht op bedrijfsgroei

Meer informatie over Intercom

Pluspunten:

Combined with my WordPress website, it has revolutionized my customer service. It's very easy to use for both the end user and me as an admin, yet so powerful.

Minpunten:

Customer service is terrible and they just don't give two hoots about their customers. Constantly introducing new features but not actually fixing the main feature that someone would need.

Beoordelingen van Intercom

Gemiddelde score

Gebruiksgemak
4,4
Klantenservice
4,3
Functies
4,3
Waar voor je geld
4,0

Waarschijnlijkheid van aanbeveling

8,2/10

Intercom heeft een totaalscore van 4,5 van 5 sterren op basis van 936 gebruikersreviews op Capterra.

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Reviews filteren (936)

Jesse
Technical Operations Solution Specialist
Geverifieerde LinkedIn-gebruiker
Evenementenbureaus, 51-200 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Intercom is great for chat

5,0 7 maanden geleden
Bijschriften in het Nederlands beschikbaar in de videospeler
Liam
Liam
People Operations Manager in VS
Geverifieerde LinkedIn-gebruiker
Computersoftware, 11-50 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Overwogen alternatieven:

Not Much Competition

5,0 4 jaar geleden

Opmerkingen: Everything has been fantastic from the Customer Success-led implementation process to it being deployed to our users. Multiple compliments on the feasibility of use since purchasing.

Pluspunten:

From both the administrative and user perspective, the ease of use and just overall depth of what you can create with the product is very impressive. It allows a great amount of customer support to be automated and simplify it's delivery via articles and a knowledge base that'll continually grow. Although it's not the biggest feature, as a user, I love that it's focused on getting you an answer/resolution the quickest way possible given the same entry method. Type "adding users" in an application with Intercom support will quickly both deliver you articles that can potentially solve your problem or will also quickly deploy a CSM to you to answer it directly in case it was a bit more complex. Best part though is the feedback cycle, you're typing exactly what you want to know into the application and if no articles return: New Content Topic.

Minpunten:

Theres really not much. I've run into situations where it was wrongly applied within other organizations and not properly resourced, giving a less than average experience. But that's not as much specific to Intercom themselves. Given they are the industry leader, it can come at a premium for a larger organizations.

Alyssa
Alyssa
Human Resources Generalist in Palestina
Geverifieerde LinkedIn-gebruiker
Ziekenhuis- en gezondheidszorgbranche, 10.000+ werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

The chats are well organized and the interface is easy to use

4,0 vorige maand Nieuw

Opmerkingen: Productivity is boosted when clients are given the tools to address their own issues thanks to a comprehensive knowledge base (KB) that addresses frequently asked questions (FAQs). Because of this, support staff are spared the hassle of repeatedly responding to the same inquiries and may instead focus on more complex issues.

Pluspunten:

I am not aware of anything Intercom is doing at the moment that could be useful to our firm because we have switched to a different service. To my knowledge, the snippets support name integration.

Minpunten:

While competing software may provide knowledge managers greater say over their presentations, I find that the trade-off isn't worth it. Still, there are occasions when extra formatting options for authors and editors would be welcome.

Meheza
Meheza
commercial agent in Niger
Geverifieerde LinkedIn-gebruiker
Medische apparatuur, 2-10 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

very intuitive software

3,0 4 weken geleden Nieuw

Pluspunten:

I tried a lot of other sales software before I found intercom. I chose to invest in intercom because it is really one of the only ones I found that went beyond the sales stage. intercom is both a marketing software and an intuitive CRM that supports both customers and employees. It allows me to create personalized marketing campaigns, track leads and manage messages. Feedback to customers is automated and personalized. If you're a small business owner, you need intercom.

Minpunten:

for the moment I haven't found anything that bothers me, it happens to have some bugs but nothing serious

Lukas
B2B SaaS consultant in Tsjechië
Managementconsulting, Zelfstandig ondernemer
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Overwogen alternatieven:

Intercom is helping customers success, support, marketing and sales

5,0 2 weken geleden Nieuw

Opmerkingen: It is a perfect solution for a B2B SaaS business.

Pluspunten:

We started using Intercom in 2018. The platform has changed over the years drastically. Many new features have been delivered that you can call Intercom a proper all-in-one solution.

Minpunten:

The worst part is the buying process—many calls with sales guys who you have to tell the same story again. If you are a startup, try to go with a fast-to-implement and easy solution.

Sarah
Sarah
System Administrator in VS
Geverifieerde LinkedIn-gebruiker
Informatietechnologie en -diensten, 10.000+ werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

The Finest Online Chat Service Currently Available

4,0 vorige maand Nieuw

Opmerkingen: In a short amount of time, we can offer extensive support to our clients. Having a help desk and the option to speak in real time are both fantastic additions. Many businesses today use Intercom to request pricing and quote information, and the platform's ability to route inquiries to the appropriate team member is a huge asset in building a pipeline.

Pluspunten:

For over a year, I've loved the intercom's ease of use. Love the mobile app, and the interface is clean. Our services are highly adaptable. When it comes to expanding support, bots are invaluable. The onboarding process is also quite beneficial.

Minpunten:

Having more inactive contacts on the intercom increased the monthly bill. You must continually archive users in order to keep costs at a minimum.

Maria
Sales Executive in Jordanië
Levensmiddelen- en drankenindustrie, 10.000+ werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

One of the best tools designed to enable us to quickly respond to customer inquiries

5,0 2 maanden geleden Nieuw

Opmerkingen: Most website users are afraid to use live chat to ask questions, so we helped Intercom attract their attention and enable us to initiate questions, and this enabled us to gain their trust and include them in the lists of potential customers, so that we could always update them on new campaigns.

Pluspunten:

Intercom's capabilities enable us to interact with our website visitors in an intelligent way, as the automation and artificial intelligence available in Intercom enable us to prepare a list of appropriate answers to the questions we receive frequently so that we can respond to customer inquiries quickly. As for the distribution of email coming from customers, the process is smooth, as we can customize the settings so that the incoming mail is sorted by specialty and sent directly to the relevant members. The control panel provides a lot of tools through which we can better track customer tickets, limit the outstanding tickets, and request assistance regarding them, ensuring that there is no delay in responding. It's also nice how we managed to restrict visitors from sending many useless tickets and using bad language when chatting.

Minpunten:

Ease of use depends on the correct setup as well as customizing the tools to suit the duties of the team, and any mistakes in that will make things look very complicated.

Krish
COO in Australië
Informatietechnologie en -diensten, 2-10 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Overwogen alternatieven:

Effective, Easy to you, and worth learning additional features

5,0 vorige maand Nieuw

Opmerkingen: Overall it has been good. I took the time to learn about some of the features and it has benefited me and the team greatly.

Pluspunten:

I enjoy the interface and how you can create macros. It is easy to collaborate with the team.

Minpunten:

It can feel a bit anti-intuitive at times. This is something that has stopped us previously from using the product. There is also the hidden/paywalled features that are priced excessively that you need to contact a sales team to get.

James
Company Director in VK
Computersoftware, 11-50 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Revolutionize Your Customer Communication with Intercom

5,0 vorige maand Nieuw

Opmerkingen: Overall, my experience with Intercom has been positive, and I would recommend it to businesses looking to improve their customer communications. While there are some limitations and a learning curve, the benefits of the platform have been significant in helping me provide better support to my customers.

Pluspunten:

Intercom has helped me improve communication with my customers through its easy-to-use platform. The messaging features have allowed me to easily respond to inquiries and provide support, and the chatbots have helped me automate some of my customer service tasks. One of the biggest advantages of Intercom is the ability to personalize messaging and support. I can easily see previous customer interactions, which helps me provide more targeted and effective support. Additionally, the automation features have helped me save time and improve efficiency.

Minpunten:

While Intercom has many benefits, there have been some limitations. The platform can be overwhelming at first, and it can take some time to fully understand how to use all of the features. Additionally, the pricing can be somewhat high for small businesses.

Geverifieerde reviewer
Geverifieerde LinkedIn-gebruiker
Internet, 2-10 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Easy to use and powerful system to manage support relationships

5,0 vorige maand Nieuw

Pluspunten:

We use it since the start. It's not the cheapest, but it's the best. The combination of chat and knowledge based is great, and if you get automated with "outbound" there's no way back.

Minpunten:

The company uses their own chatbots a bit too much & the knowledge of the support rep varies.

Tereza
Tereza
Digital Engagement Manager in VK
Geverifieerde LinkedIn-gebruiker
E-learning, 11-50 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Supporting customers efficiently

4,0 3 weken geleden Nieuw

Opmerkingen: We are using Intercom for live chat, chatbot and customer support and I'm impressed with all the different features that can improve the customer experience. The company has really thought of what a customer needs. Even though I'm not in a direct customer support role, I can still use the product to get an idea of what customers want and how I can use the insights for Marketing. It also makes cross-team collaboration easier for various queries

Pluspunten:

I like the user interface - it's easy to use it. It's a product with many features but clearly made to be efficient but also simple to use. I like the insights I can access and I also see how our teams find the live chat feature very useful.

Minpunten:

I haven't found any problems with my use of the tool, which is a great thing to experience when sticking to a tool for a while

Geverifieerde reviewer
Geverifieerde LinkedIn-gebruiker
Computersoftware, 51-200 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Overwogen alternatieven:

Engagement with Customers is Great!

5,0 2 jaar geleden

Opmerkingen: It is an easy choice if you want to create unique, engaging customer journeys! It also connects to many other tools, so it's a great addition to any software stack.

Pluspunten:

I like that we are able to gain insight, offer promos, convert leads, provide support, host a help center, and create unique customer journeys right from within one platform. The Inbox feature is very helpful in providing quick and easy support, especially when using the Intercom mobile app!

Minpunten:

There are few things I would consider cons about Intercom. I wish they offered a bit quicker support, as I often wait a day to hear back, but it is a minor detail compared to the value we get from using the platform.

Reactie Intercom

2 jaar geleden

Thanks for taking the time to leave us this review and let us know how Intercom is helping you create unique, engaging customer journeys as well as integrate so well with your existing etch stack :) Thanks for your feedback regarding our support response times. These vary based on the urgency of the issue as well as plan, but we always aim to get back as soon as possible. I'll make sure to pass this feedback on to our team here. Thanks again, Kate (Intercom - Customer Engagement)

Kyle
Director in Zuid-Afrika
Informatietechnologie en -diensten, Zelfstandig ondernemer
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Overwogen alternatieven:

Adds Much More Value Than You Realise

5,0 4 jaar geleden

Opmerkingen: While the price tag for Intercom is not small, especially for startups launching their first mobile app versions, it has consistently proven to be one of the most valuable assets for teams in terms of user support, communication & out-of-the-box development readiness.

Pluspunten:

The in-app chat feature (with its cross-platform support for React Native and Ionic) is absolutely the biggest differentiator for Intercom. It is a critical part of our day-to-day operations & every client that has gone the route of implementing it with us has been hugely surprised by the large amount of value it adds to end users.

Minpunten:

We are facing ongoing complications differentiating identified and unidentified users. The experimental API available for Android seemed to be heading in the right direction to solve this, but we haven't seen updates on the stub implementation for iOS in over a year (https://github.com/intercom/intercom-ios/blob/master/Intercom.framework/Headers/Intercom%2BExperimental.h).

Tito
Freelancer in El Salvador
Kunst en nijverheid, Zelfstandig ondernemer
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

The best option for LIVE CHAT and Support

5,0 3 jaar geleden

Pluspunten:

Intercom is the lease in the industry and that’s because is the best in Livechat and support software. I’ve tried a lot of services before, cheap and expensive and I can say intercom worth every penny and it’s the option that has given to me the best results.

Minpunten:

Nothing found until now. It’s really complete and well done solution.

Reactie Intercom

3 jaar geleden

Thank you for taking the time to leave us this review Tito. It's great to hear that Intercom is helping you drive results for your business. Thanks again, Kate (Intercom - Customer Engagement)

Peter
Product Manager in Denemarken
Computersoftware, 51-200 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Industry leader in category of customer communication

5,0 3 jaar geleden

Opmerkingen: Intercom has grown to become an (almost) 1-stop-shop for all things customer communication related. Both sales, customer support, product etc. can benefit from directly using Intercom to communicate with your applications customers.

Pluspunten:

A powerful platform that allows to view your customers session and meta data, instantly send targeted messages and set up email/in-app messaging campaigns, create help desk articles for self-service, automate workflows with bots and rules, onboard your application

Minpunten:

The increase of features and modules have brought the complexity of the software up. It's easy to get up and running (require 1 line of code), but the road to fully adopting the suite of tools is long.

Reactie Intercom

3 jaar geleden

A huge thank you for taking the time to leave this review Peter. I'm extremely happy to hear that you are seeing the benefits of using Intercom for your customer communication. Thanks also for letting us know about your setup feedback. Even as our solutions evolve and become more powerful we aim to keep setup as straightforward as possible. Kate (Intercom - Customer Engagement)

Geverifieerde reviewer
Geverifieerde LinkedIn-gebruiker
Internet, 11-50 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Overwogen alternatieven:

Amazing customer support

5,0 2 jaar geleden

Opmerkingen: Great experience, we switched over from Sendgrid and prefer Intercom despite the higher price

Pluspunten:

The customer support is the most responsive I've ever had from a messaging / email software. We use the email because it's already integrated into our messaging and support software, so we don't have to do any import of the contacts.

Minpunten:

It's not super intuitive or the easiest to use sometimes, like all enterprise level software it can get a bit complicated. It's also not built out for email, e.g. we also can't create unsubscribe groups on email which is a bit annoying.

Reactie Intercom

2 jaar geleden

Thanks for letting us know you have had such a good experience with Intercom since swapping from Sendgrid. I've made sure your feedback regarding email capabilities has been sent to the product team - it's an area of focus for us. Kate (Intercom)

Lauren
Product support team lead in VS
Fotografie, 51-200 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Maybe great for sales reps/account mgrs, not so much for customer support team

3,0 2 jaar geleden

Opmerkingen: Overall, features look great from afar and it’s got some powerful tools via api but diving in deeper, it wasn’t the best experience for a larger support team. I can see how this might be a powerful tool for individual sales reps or account managers, but not a support team.

Pluspunten:

The interface is modern and fresh looking, and it’s very easy for the customer to engage with the rep.

Minpunten:

Features are really lacking for larger support teams. We tried to use this for a team of 6+ and found it inefficient and lacking core features for teams. I didn’t like the snooze option and that you have to manually close a ticket after it’s solved. I also didn’t like that the customer can see when the message is “seen” because it doesn’t set a good precedent for response time. Inboxes are cluttered and the visual organization is lacking.

Reactie Intercom

2 jaar geleden

Thanks for taking the time to leave us this review Lauren. Your feedback here is extremely appreciated as we're constantly releasing features and updates to make sure this is a great experience for any size support team. I've made sure to relay this to our product team. Kate (Intercom - Customer Engagement)

Geverifieerde reviewer
Geverifieerde LinkedIn-gebruiker
Internet, 11-50 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Overwogen alternatieven:

A true ecosystem

5,0 2 jaar geleden

Opmerkingen: We have stuck with intercom for 4 years at this point and no plans to leave. I think that is testament to how strong an offering they currently have.

Pluspunten:

I would not have written a positive review about Intercom 12 months ago. There were too many small grievances with the individual features that were all building up. Recently the platform has matured enormously. It feels like the team at intercom has come into it's stride. New features like Series, Guides ect and most importantly - how they all work together - has made it a much better experience.

Minpunten:

Currently my 2 biggest gripes are cost and customer services. I do think for a scale-up the price gets very steep very quickly. The customer support thing is more annoying - a core part of Intercoms offering is instant-chat. I remember 2 years ago their own instant chat was really great - now it can take a long time for a response to come in.

Reactie Intercom

2 jaar geleden

Thank you so much for leaving us this review. I just shared your comments with our Product team and it mad their day! Especially the team working on our Series product :) I also really appreciate your feedback on our costs and support wait times, even more so considering you have been such a loyal and log-term customer. As of late our reply times have unfortunately slowed but we've been working (and hiring!) diligently to speed things back up to the expected turnaround times. That said our reply times do range from a few hours to a few days based on subscription (Premium receives the fastest turnaround time) and nature or urgency of the query. When it comes to costs we always aim to align these with the value you are seeing so if you feel this is not the case please do get in touch with the team via the messenger to chat through your options. Thanks again, Kate (Intercom - Customer Engagement)

Grégoire
Head of Growth in Frankrijk
Marketing en reclame, 2-10 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Overwogen alternatieven:

Great product, poor pricing and support

5,0 2 jaar geleden

Opmerkingen: Intercom helped us provide better support and engage more visitors and clients.

Pluspunten:

Intercom is super easy to use and implement. It's packed with time-saving features.

Minpunten:

Their support team is driving us crazy. It can take them up to 10 days to reply to a simple question. Their pricing is also super frustrating. We're paying more than 500€/month. For a company with less than 10 employees and 1,300 paying clients, this is a lot of money. Despite what we pay, we don't have access to their most recent features.

Reactie Intercom

2 jaar geleden

Hi Gregoire, thanks for leaving us this review. I'm happy to hear we're helping you better support and engage your customers. I've let your account rep know about your support experience as this is not what we expect. Kate (Intercom)

Susanna
COO in VS
Ziekenhuis- en gezondheidszorgbranche, 11-50 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Unreponsive and caused a severe service disruption

1,0 2 jaar geleden

Opmerkingen: When COVID hit, we were evaluating our software solutions and inquired about switching from an annual contract to month-to-month. We asked what the changes to our pricing and feature suite would be if we moved forward with that change. We didn't get a response. Instead I received an automated email from their [SENSITIVE CONTENT HIDDEN] that our contract was cancelled effective [SENSITIVE CONTENT HIDDEN]. We reached out and for several days, did not get a response. On September 17th, our service was completely halted in the middle of the workday. Our team was unable to respond to any customer tickets for the remainder of the day. When we finally did get a hold of someone, they told us they were switching us to month to month, just as we had asked. We were told that was a completely different business platform and required a transition. None of this was communicated to us prior to the (entirely preventable) service outage, and again, we were just inquiring about the options should we choose to switch. We lost our settings as well as a previously agreed upon pricing discount built into our contract when they made this change. A manager was brought onto the phone and we were told they would get back to us with a concession because of the severe service disruption. We were never contacted again, until today when I was sent an email stating that they will not offer any concessions and they are sad to see us go, but that my Relationship Manager [SENSITIVE CONTENT HIDDEN], will no longer be available to me starting next week.

Pluspunten:

When we were first started using them, they were flexible, had great customer service, and seemed genuinely invested in helping us succeed.

Minpunten:

Their customer service has been incredible poor. They caused a completely preventable service disruption that caused several hours of outage for our team, and have been difficult to get in touch with.

Reactie Intercom

2 jaar geleden

Hi Susanna, I'm sorry to hear about your experience with Intercom - this is certainly not how we want our customers to feel. I've taken a look through your account and can see there's an opportunity for us to more clearly communicate the necessary steps when changing billing models so you don't miss any steps. This is something that we're working on at the moment so I assure that your feedback will not go unheard. We never want an Intercom user to loose access to our tools as we recognize businesses rely on our services. Our Relationship Managers work exclusively with customers on annual contracts so as you will be moving to a monthly model you will no longer have access to that team, however you will still have access to to our support team via the messenger. I do want to recognize that response times in previous months have not been where we'd like but we've made changes and are back on track now. Thanks again for this post, Kate (Intercom - Customer Engagement)

Stephane
CEO in Frankrijk
Informatietechnologie en -diensten, 2-10 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

A lot of features but overpriced for startups

4,0 vorig jaar

Opmerkingen: Intercom solutions solve real problems however if you are a startup I don't recommend using it since you really feel that they try to lock you. They attract you with their startup package and then it will take some effort if you want to switch to another supplier.

Pluspunten:

Intercom is a combination of tools providing different values and solving different problems. We use chat, article, product tour and several other tools. Overall they all solve a specific problem.

Minpunten:

Every tool we use has some limitations and we often need to find workarounds to reach our goals. However the worst point about intercom is their pricelist Even if you own a PhD you will have a hard time understanding how much to pay if you add an option. Every tool is an option that keeps adding to your bill plus they have triggers to increase the bill according to the number of users. Overall you don't really know where you're going with the way they charge you.

Reactie Intercom

vorig jaar

Hi Stephane, Thank you for taking the time to leave Intercom a review. We appreciate you taking the time and letting us know what features you like and are helping your business. I'm sorry to hear you are disappointed in our pricing, we try to charge a price that reflects the value our product brings while letting both our businesses succeed. However, we understand that no price structure will suit everyone and are sorry that you find it to be expensive. If you have any questions around why you are being charged a certain price, please always feel free to get in touch via the Messenger and we would be happy to help. Thanks, Eabha (Customer Engagement)

Olivia
Director of Business Development in VS
Financiële dienstverlening, 51-200 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Terrible customer service and onboarding

5,0 2 jaar geleden

Opmerkingen: Onboarding was absolutely horrific. We even complained during onboarding about our rep. Basically our onboarding meeting comprised of --> Please log in and share your screen with us...now, what questions do you have for us? Excuse me? This is your product, what do you mean what questions we have? Everything, including how to set up and use your products. But the answers we got was basically the same, to look up the help center and let them know if any questions. It was terrible. The sales process was more informative than the actual onboarding. Awful response time from customer service. Can only chat, no calls. You're basically on your own once you pay them.

Pluspunten:

The product once you get past the setting up and figure out everything on your own, is great and meets our needs. It's easy to chat with leads and customer and easy to install on any websites.

Minpunten:

Onboarding was a nightmare. Their help center is not all that helpful. You can only chat with customer service via the chatbot. It takes them 8 hours to over a day to respond back, if you're lucky (which is quite ironic for selling a chatbot product but they have zero urgency on their own). Everything costs extra, every feature is priced separately.

Reactie Intercom

2 jaar geleden

Hi Olivia, thank you for leaving us such a thorough and frank review. I'm glad that you found the tools meet your business needs but am sorry to hear our onboarding and support did not meet your expectations. I will personally be taking this feedback to the teams involved to help inform future improvements we can make here. Thank you for sharing this with us. Kate (Intercom - Customer Engagement)

Katarzyna
Technical Support Specialist in Polen
Computersoftware, 51-200 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Overwogen alternatieven:

Intercome is up to something, but it's not there yet

5,0 10 maanden geleden

Opmerkingen: In your everyday job, when you simply respond to incoming chats - Intercome is amazing. Once you want to do anything beyond that, it gets complicated, but not impossible. Also, their support is not really responsive, but you eventually get an answer from them.

Pluspunten:

The live chat! It's working perfectly, it's easy to set up, and easy to use by both the customer and the support agent - one of the best options on the market for me.

Minpunten:

Everything besides the live chat - the knowledge base management has so little features and possibilities it hurt my soul everytime I needed to write an article :( Also, sending or receiving email is also quite a mess, it needs a little bit more work from Intercome.

Sylvina
Sylvina
Customer Success Manager in India
Geverifieerde LinkedIn-gebruiker
Computersoftware, 11-50 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Overwogen alternatieven:

Fast and easy

5,0 4 jaar geleden

Pluspunten:

We used the chat system for our support team and Intercom made is super easy to get going. The chats were like personalized messages and we could set up introductory or absence messages for a duration set up. Automation is great.

Minpunten:

No reporting at all. They have reports within the system which is not editable and if you want to download and run your own reports, it is not possible. Makes it difficult to audit.

Alexis
Alexis
Customer Success Manager in VS
Geverifieerde LinkedIn-gebruiker
Computersoftware, 2-10 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Easy-to-use tool with great features to make supporting customers a breeze!

5,0 4 jaar geleden

Opmerkingen: We have been able to resolve customer questions in a much quicker time simply because we can access help articles quicker, get other team members in on the conversation more easily, and use integrations like co-browsing and attaching help articles to resolve a problem more quickly. Overall, Intercom has been a great experience compared to our past customer support apps and we are happy to be using this to improve our customer's experience in our app.

Pluspunten:

It is great to have the ability to do so many things within one app: chat with our customers, write help articles, link help articles to our customers, send out messages to groups of people, easily find previous conversations, and create reports to monitor our progress. Intercom has really made our support workflow simple and much less confusing than other software tools we have used. They also integrate with a number of different tools (GitHub, ZenDesk, Upscope co-browsing, etc.) so anything that Intercom can't directly do, we can find a way to do through an integration.

Minpunten:

The Customer Support response times from Intercom are a bit long, but the team is always helpful and resolves any questions we have. I also wish the Articles were a little more built out - they just have some simple feature there, and it would be nice to have a more robust help center with the flexibility to format our articles the way we want and organize the collections differently.

Susan
Strategic Support in Luxemburg
Geverifieerde LinkedIn-gebruiker
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Intеrсоm fоr а rеlіаblе соnnесtіоn bеtwееn thе sеllеr аnd thе сustоmеr

4,0 4 jaar geleden

Pluspunten:

Wе must sау thаt Intеrсоm саn rеаllу bоаst оf thеіr mеаns fоr соmmunісаtіng wіth vіsіtоrs: thеу аrе vаrіеd аnd еquаllу sресіаlіzеd аnd еаsу аt thе sаmе tіmе. In аddіtіоn tо thеsе mеаns, Intеrсоm рrоvіdеs us wіth tооls fоr аnаlуzіng сustоmеr іntеrасtіоn wіth а wеbsіtе оr а sеrvісе. Fоr еxаmрlе, wе саn usе thіs dаtа tо sеgmеnt thе dаtаbаsе оf е-mаіl subsсrіbеrs. Brоаdlу sреаkіng, Intеrсоm fосusеs оn suсh аn аsресt аs реrsоnаlіzіng thе соmmunісаtіоn bеtwееn thе sеllеr аnd thе сustоmеr. Wе lіkе thаt thіs sеrvісе sаvеs thе mеssаgе hіstоrу wіth аnу сustоmеr, аnd duе tо thіs, іt іs еаsу tо соntіnuе thе соnvеrsаtіоn frоm thе mоmеnt whеrе іt stорреd аt thе рrеvіоus соmmunісаtіоn sеssіоn.

Minpunten:

Tо bе hоnеst, іt іs а humаn nаturе tо gеt mоrе thаn thеу асhіеvе. And wе thіnk Intеrсоm іs suсh а саsе. Wе mеаn thаt еvеn thоugh Intеrсоm’s funсtіоnіng іs bеуоnd thе рrаіsеs, thеrе іs а fееlіng tо gеt mоrе аnd mоrе аdvаnсеd funсtіоnаlіtу bесаusе thе сurrеnt оnе dоеsn’t sееm tо bе thе оnlу lіmіt fоr thе vеndоr, nаmеlу thеіr skу оf орроrtunіtіеs. Fоr іnstаnсе, wе wоuld lіkе tо hаvе bеttеr іntеgrаtіоn сараbіlіtіеs. Bеsіdеs, іt wоuld bе bеttеr tо hаvе mоrе suрроrt аnd іmрrоvеmеnts bеіng mаdе uроn thе sеrvісе’s mаrkеtіng funсtіоns.