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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
4,4
Prijs-kwaliteitverhouding
4,0

Waarschijnlijkheid van aanbeveling

8,2/10

Intercom heeft een totaalscore van 4,5 van 5 sterren op basis van 1.045 gebruikersreviews op Capterra.

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Reviews filteren (1.045)

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 2 jaar 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

Eerder overwogen alternatieven:

Not Much Competition

5,0 5 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.

Lillian
Lillian
Human Resources Generalist in VS
Geverifieerde LinkedIn-gebruiker
Ziekenhuis- en gezondheidszorgbranche, 10.000+ werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Intercom is a great support system tool

4,0 8 maanden geleden

Opmerkingen: Quickly and simply, I can access the Macros and write/update the articles in the assistance center. Streamlining the process of submitting tickets to the correct division for handling user concerns. It's a time saver for all teams because they can deal with it themselves.

Pluspunten:

Streamlining the process of submitting and responding to tickets, and developing automated tools to streamline and simplify our daily lives. I appreciate how simple it is to locate articles and macros to distribute to my clientele. The addition of emoticons and gifs to the discourse is a nice touch, as well.

Minpunten:

Previous software allowed us to see the customer's input before he sent it. This allowed us to quickly respond to his query by reading it as he was writing it. If only I could keep seeing it.

Allison
Head of Customer Success in VS
Computersoftware, 2-10 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Top of the line customer support solution with lots of features.

5,0 3 weken geleden Nieuw

Pluspunten:

Intercom is super easy to use and doesn't require a lot of training of end users. I like that we can add it to directly to our website so that it's easily accessible by our customers. We also heavily utilize their proactive support features to alert customers to new features and updates, which is very handy. We also use their survey feature and like that it's easy for our customers to answer. Their chat feature is good and we like the automation that you can program to triage customer issues.

Minpunten:

I wish the ticketing feature was better so that we could more easily communicate tickets to engineering that need additional work and support and tag them to multiple customers. The Jira integration doesn't give enough visibility into what's happening in Jira as well. The reports from surveys also aren't the best/a little difficult to use. It's hard to sometimes see how the feedback we receive on questions corresponds with the score.

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 3 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

3 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)

John
Gym co-owner in VS
Gezondheid, wellness en fitness, 2-10 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Recommended from the perspective of a moderate-scale gym owner

5,0 3 weken geleden Nieuw

Pluspunten:

When we were selecting communication products, we wanted the ability to contact current customers quickly using mass updates for things like gym closures, schedule changes, etc. We also wanted to communicate effectively and quickly with new members -- this is a difficult task since we are on a college campus. Intercom REALLY improved how we engage with members at our jiu jitsu gym. The live chat feature helped us answer quick questions from potential new members, and also allowed us to schedule/adjust training sessions on an as-needed basis. For our kids program, the automated messaging feature was a plus.

Minpunten:

We had a few very minor hicups when trying to keep members informed about seminars and other large scale events, but the customer support resolved these extremely quickly.

Thomas
CEO in Polen
Informatietechnologie en -diensten, 2-10 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Eerder overwogen alternatieven:

All in one support tool that can grow with you from early stage startup to established organisation

5,0 10 maanden geleden

Opmerkingen: Very positive and I would recommend Intercom to any early stage startup to apply for the Startup programme in order to get A LOT of functionality and bang for your buck. We have used Intercom from when it was just 2 [sensitive content hidden] to now a company of 50+ people, you don't need to waste time looking for another tool as it can grow with you.

Pluspunten:

The conversation routing bot was extremely easy to set-up and empowered us to streamline and automate our customer service and support processes. Furthermore, the ability to add-on features and functionality, such as WhatsApp integrate, was great to allow us to customize what we needed for our business.

Minpunten:

Without the startup programme the pricing is quite aggressive with a basic package starting from $74 / month. Therefore, you really need to invest some time to set-up Intercom to add as much value as possible because it is pricey vs alternatives.

Emma
Emma
Senior Director Product Marketing in VS
Geverifieerde LinkedIn-gebruiker
Ziekenhuis- en gezondheidszorgbranche, 10.000+ werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

An innovative and beneficial resource for businesses.

5,0 8 maanden geleden

Opmerkingen: Better and more convenient contact between us and our customers is always appreciated. Easy history tracking is made possible by this intuitive tool. It's simple to record my conversations and analyze them afterwards for development purposes.

Pluspunten:

An easy-to-use intercom system. Easy to use even for first-timers, this program has just the right amount of detail without being overwhelming. The intercom is similar to another email program that we use, and I can explain why. Its fast features and user-friendly interface, such as the helpful and funny bot, greatly enhance customer service and lead to exceptional client satisfaction.

Minpunten:

I find that the intercom sometimes has trouble loading some conversations, which is a major drawback for me. As a customer service representative, you're fielding calls while waiting for the intercom inbox to load the customer's information. In addition to the holdup, additional issues have slowed down the operation of the customer support team.

Jennie
Jennie
Marketing Manager in VS
Geverifieerde LinkedIn-gebruiker
Internet, 2-10 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Eerder overwogen alternatieven:

A Great Lead Capture

5,0 5 jaar geleden

Opmerkingen: Makes customer communication and customer acquisition easier. I wish the chat flows were more advanced and customizable. There was definitely a learning curve with the chat flows. Also, I don't believe I can export contact information with my leads.

Pluspunten:

-Capturing emails and names -Integrating to Hubspot and other software for easy lead closure -Creating chat flows allows us to communicate to customers faster and saves us time

Minpunten:

-Would like to combine actions on Intercom -Hubspot Integration is not perfect; would like to have specific field matching -Chat flow capabilities are limited

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

Eerder overwogen alternatieven:

Great live chat and marketing tool

5,0 5 maanden geleden

Opmerkingen: Intercom is vital for our sales and customer service teams, we use it to communicate with our customers in real time and through email campaigns.

Pluspunten:

It is easy to use, and honestly one of the best tools out there. Intercom has a ton of features that go from a simple chat bubble to interact with your users, to email marketing tools and AI bots. They have a ton of integrations with other services.

Minpunten:

Many features can be found behind a paywall and their tiers of service and bundles are not very clear.

jason
software developer in Canada
Internet, 51-200 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

intercom end-users review

5,0 2 weken geleden Nieuw

Pluspunten:

rich-featured product, and ai facilities, do its job

Minpunten:

only thing I would like to add is the mobile version doesn't have the same feature as the web version

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

Eerder overwogen alternatieven:

Intercom is helping customers success, support, marketing and sales

5,0 vorig jaar

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.

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 4 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

4 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
Ziekenhuis- en gezondheidszorgbranche, 2-10 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Lots of Features but Frustrating When Messages Get Lost

4,0 5 jaar geleden

Opmerkingen: Our team used intercom to support a large team of contractors that would frequently visit our website and work with us on a regular basis. We frequently use the "segment" feature to learn more about our population and to send out messages to certain segments. We also used a variety of integrations. For example, we used upscope.io so that we could immediately screenshare with any user who was on our website if they sent us a message on intercom that they needed help. The user would get a popup asing if they want to let the administrator view their screen and they just need to click "ok." That's it. It's that easy. Upscope.io integrates directly with intercom. You can also add Google Calendar to intercom so that intercom users can schedule a call with a teammate directly.

Pluspunten:

Intercom allows for various quasi-queries, integrations, and outound messasges to your users. This is very helpful and is not available in all of the other customer support platforms that I have used. You can find out information about your customer population. You can send messages to only CERTAIN "segments" of your customer population. You can also integrate with a WIDE variety of other softwares to really up your customer support game.

Minpunten:

Intercom does not show all of the user messages together unless you open their profile OR they send their message as a response. So, for example, if a customer sends you a message, then 10 minutes later they create a new chat and send a new message, those messages are not linked togather unless you open their profile. I have had the experience of different agents answering the two messages or of answering one message only to see that the same user had sent a correction to their message. This is very frustrating. It can also be difficult for users to locate the knowledge base which leads to more inbound messages. Intercom is trying to solve this by bot responses, but this is something you may have to pay for.

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

Eerder overwogen alternatieven:

A true ecosystem

5,0 3 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

3 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)

Sam
Founder in Colombia
Computersoftware, 2-10 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

No support, outrageous pricing and shady billing practices

1,0 vorig jaar

Opmerkingen: We used to love it but their pricing is exorbitant and opaque. Once you are in a one year contract good luck getting hold of anyone to cancel it. They take over a day to reply and send you some minimal canned answer. There's nowhere in the interface where you can cancel or modify for the next billing period. and the whole thing is set to auto renew by default. Used to like them, now hate them in the extreme.

Pluspunten:

The actual product works well. We'd have stayed using it for a long time if not for the changes in their billing and support.

Minpunten:

The support is now the minimum it could possibly be, even if you are spending $1200 a month with them. Good luck getting hold of someone. If it were to sell us some new aspect they'd probably reply in a snap.

Reactie Intercom

vorig jaar

Hi Sam, Thank you for taking the time to let us know about your experience and being so candid. It's definitely not the service we aim for and I will be sharing this feedback with the wider team. I'd love if you could give me a few more details so that I can take a deeper look at this. If you feel comfortable doing that please email me directly. And if you ever have trouble getting hold of someone in future let me know. Thanks, Kate (Intercom, Customer Advocacy)

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

Fairly unreliable tool

2,0 6 maanden geleden

Opmerkingen: When it works it is great, but the support team often avoids helping with issues and isn't available during a major outage.

Pluspunten:

It has great features, when they are working correctly.

Minpunten:

There is no live support. During major outages, which are far from uncommon, it is impossible to reach anyone. Their support is only available via chat, with 1-5 business day response times. Since the support team uses the same chat platform they offer to customers, it isn't possible to reach someone during a major outage. The support is very low quality during emergency situations, so it is not a dependable tool for teams offering live customer support.

Reactie Intercom

6 maanden geleden

Bobby here from the customer support leadership team. Overall, sorry to see this and happy to chat more if you want — send me a message by email or LinkedIn DM! I also wanted to follow up on your feedback regarding our processes. We use Statuspage to communicate with customers during an incident or outage. We post as soon as we begin troubleshooting, share updates along the way, and communicate when it's resolved and what happened. You can also message us on Twitter during an incident, or send us an email. Intercom promises a 99.8% availability. We have never missed this, and on average exceed this target so outages are very rare thankfully. The CS team aims to respond within a few hours to 1 business day. Very soon we'll be even faster, and we'll continue to give human support to everybody. Bobby

Geverifieerde reviewer
Geverifieerde LinkedIn-gebruiker
Internet, 501-1.000 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Eerder overwogen alternatieven:

Intercom is a support agent's delight!

5,0 2 jaar geleden

Opmerkingen: Fantastic.

Pluspunten:

Intercom is easy to use and a supremely evolved support tool. It's a must have for early startups as they scale their businesses. Agent's can easily grasp and start using the product. The support articles are my favourite feature.

Minpunten:

I didn't like that Intercom does not support WhatsApp templates triggering via system APIs basis user actions.

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 3 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

3 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)

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

Good product let down by atrocious customer support and shady pricing practices

4,0 2 jaar geleden

Opmerkingen: We've been with Intercom for a number of years and unfortunately the customer service in the last 18 months has been atrocious. It's not possible to call anybody... everything is done via chat, which would be fine if they responded in a timely fashion but often it takes weeks to respond and often they'll just go radio silent. The irony. Whilst the product is very good, it will get VERY expensive VERY quickly once you start using the whole suite of products. Their constant changing of product names and pricing options is annoying to say the least, particularly when you come to use a feature that was previously within your package only to find it's been moved into a more expensive package and you need to upgrade to use it. Oh, and then there's the annual auto-renew buried in the small print so if you decide to move away from Intercom which we have just decided to do, you'll probably be tied in for longer than you expect.

Pluspunten:

The software to be fair is the best integrated product out there if you need live chat, knowledgebases, chatbots, outbound marketing etc., all in the same package. The range of features is VERY comprehensive. Outbound campaigns are really nice as is the knowledgebase.

Minpunten:

Notifications for incoming chats are poor. If your support team are doing tasks other than sitting on Intercom all day it's easy to miss incoming chats. The AI bots are more miss than hit in my experience when it comes to suggesting solutions and some of the bot responses are simply bewildering.

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

Eerder overwogen alternatieven:

Extremely expensive and they make it extremely hard to move away

2,0 4 jaar geleden

Opmerkingen: Poor startup support

Pluspunten:

All in one system, with email, lite CRM and small analytics.

Minpunten:

Everything about intercom is built to keep you in the ecosystem. And the more you integrate the harder it is to move away. But they actively make it hard to move away. For example, by not allowing you to export your help articles and by creating random URL conventions to make it hard to redirect your help articles once you have built them elsewhere.

Reactie Intercom

4 jaar geleden

Thanks for leaving us this review and for giving us your candid feedback. We always aim to earn our customers' business and trust through our product quality and the value it drives, we certainly don't want to make it difficult to move away if we're not the right fit. I'll make sure to pass this feedback on to the team here. Please do get in touch via the messenger if you would like to discuss this further. Thanks, Kate (Intercom - Customer Engagement)

Geverifieerde reviewer
Geverifieerde LinkedIn-gebruiker
Vastgoed, 11-50 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Small SAS Use

4,0 5 jaar geleden

Opmerkingen: Our main use for intercom is tier 1 chat support. Our users know that this is the fastest way to get ahold of us. In lieu of using a chatbot we've gone in and created a bunch of quick responses that we can go in and edit. This has cut down on the amount of time we spend chatting with a customer and it allows us to control the message that we are sending out across the board. We've also used campaigns to let our users know of new product releases and have sent out Net Promoter Score Survey's out in a campaign. I'd like to note that we do not use Intercom as a CRM for leads on enterprise accounts.

Pluspunten:

Intercom is really easy to set up and importing users into the software is really simple. It's nice to be able to create an online library of help articles and have it available for our users to find. The chat feature is what we use most and our users definitely enjoy how easy it is to reach out to us.

Minpunten:

Our customers have a difficult time closing out of conversations or seeing actions on our screen that need to be taken on the right hand of the screen. The chat box will often times cause them to become more frustrated as they need to open and close the chat as we give instructions. The close button is in a circle under the chat, which is a spot that most people don't usually look for. There are a few customizable things that we'd like to see. Like the ability to create custom out of office messages or include holiday messages to let our users know we're either out of office or responding slowly.

Oliver
Oliver
Founder & CEO in Roemenië
Geverifieerde LinkedIn-gebruiker
Computersoftware, 11-50 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Eerder overwogen alternatieven:

All our support team is using it

5,0 5 jaar geleden

Pluspunten:

Ease of use is really great. We have hundrets of conversations with our clients every day using this tool.

Minpunten:

Their pricing. Not only is it expensive, they have changed their pricing plan about 4x in 2 years. Furthermore it's very complex to understand.

Fernando
Support Manager in Brazilië
Informatietechnologie en -diensten, 11-50 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Best software for proving support

5,0 4 jaar geleden

Opmerkingen: Coundn't be better. Today I cannot imagine our daily support activies without this software.

Pluspunten:

Its hard to say what I like the most, since are so many great features. Still, I believe the Inbox module is by far the great thing about it, since it allows a direct communication with clients.

Minpunten:

A couple of months ago articles sharing was changed on the inbox feature. Now, when you share an article via conversation the client cannot open it on a separate page. This is terrible for most clients, a source of great complain.

Reactie Intercom

4 jaar geleden

Hi Fernando, Thank you for leaving us this review. It sounds like you're getting real value from the platform, especially the team inbox! Make sure to keep an eye on our Intercom Academy page as we'll be releasing a new course designed specifically for Support Managers in the coming months which I think you might like. I'll also make sure to pass your feedback regarding Article sharing to the appropriate product team. Thanks again, Kate (Intercom - Customer Engagement)

Scott
Customer Service Lead in VS
Kleding en mode, 51-200 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Intercom Is (mostly) Great!

4,0 5 jaar geleden

Opmerkingen: We use Intercom daily to help diagnose and solve a multitude of customer issues. As an admin, I have the ability to monitor chats, provide internal notes within the chat in real time for trainees, and make sure everyone is offline at the end of the day. There are a few flaws and Intercom WILL send you far too many emails, but overall this is a great chat tool for any customer service business.

Pluspunten:

Using Intercom as our ECOM site's chat service has been very helpful! On the customer service team, we are immediately given the contact information needed to properly help a customer. Using Intercom alongside Zendesk has also been a huge improvement over our old chat/ticketing software as they work very well together. Our team also utilizes custom and team macro responses to give fast, accurate answers and assistance. Also, giphy integration!

Minpunten:

The default setting on Intercom has keyboard shortcuts turned on. It seems like most of them immediately close the chat. This can be easily solved by turning them off, but it is not made obvious on how to do so. Once they're off, it's smooth sailing! We have two customer service teams, and we often have agents going back and forth between the two. We use Intercom for both. The other downside is that it is impossible to be available on one and away/reassign on the other. You can keep it open in two tabs, but that's more of a workaround than a solution.

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

Great intuitive software

5,0 4 jaar geleden

Opmerkingen: Using this to answer incoming customer inquiries, resolution not, faq, and more

Pluspunten:

Easily merges email and live chat on one platform. Integrates loads of other software too. Also has built in reporting and lots of features that come standard

Minpunten:

Cannot merge tickets like other platforms do. Some reporting could use deeper drill downs and insights

Reactie Intercom

4 jaar geleden

Thanks for taking the time to let us know about your Intercom experience. I'm glad we're helping you manage your multi-channel support. I've made sure to pass your feedback on ticketing and reporting on to the Product Team as I know we have a few plans in the workds that could address these. Thanks again, Kate (Intercom - Customer Engagement)