Intercom

Highly recommended if you are looking for a tool that you can integrate with other sales and support

Pluspunten:

Highly recommended for systems and tools integration. If you use other platforms that need lead and sales generation, this might be the one you are looking for.

Minpunten:

A little pricy compared to other solutions.

Great tool with some improvements needed, but a great ally for support and sales

Opmerkingen: INtercom is very nice, their support, account managers super efficient.
At the same time it has points for improvement from what I've seen from competitors I still prefer the package offered by Intercom

Pluspunten:

- Chatbots in code - User-friendly when it comes to aesthetics - Fast and efficient support - It has a learning track which makes it easy for new developers

Minpunten:

- Data analysis within the platform is quite poor, which brings the need to cross-check with other tools - Exporting data results in lack of standardization - Lack of governance to access team settings like macros, for example

Good entry into chat and support

Opmerkingen: Intercom was great! Good was to start out and decide what your business needs, I just wouldn't keep it once a business scales.

Pluspunten:

Intercom is simple to use and set up, it is very user-friendly and uncomplicated. It provides and quick, easy and fairly affordable option to provide customer communication, service and sales communications.

Minpunten:

When scaling a business and moving into the realm of a more powerful CRM it didn't make sense to use Intercom anymore. There is syncing and integrations available for most platforms but software like Hubspot has the same capabilities as Intercom, in some cases more, and you get a full sync with a contact record.

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

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.

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

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.