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Wat is Intercom?

Intercom bouwt een pakket van boodschapgerichte producten voor bedrijven om de groei gedurende de levenscyclus van de klant te versnellen. Deze oplossing biedt een compleet groeiplatform voor marketing, verkoop en ondersteuning. De meest succesvolle bedrijven ter wereld, zoals Atlassian, Shopify en New Relic, gebruiken Intercom om groei te stimuleren via chat, bots en gepersonaliseerde klantcommunicatie.

Wie gebruikt Intercom?

Intercom heeft wereldwijd meer dan 30.000 betalende klanten, waaronder grotere bedrijven zoals New Relic, Sothebys en Shopify en kleinere bedrijven zoals Airtable en Coda.

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Twijfels over Intercom? Vergelijk met een populair alternatief

Intercom

Intercom

4,5 (1.045)
US$ 39,00
maand
Gratis versie
Gratis proefversie
173
41
4,4 (1.045)
4,0 (1.045)
4,3 (1.045)
VS.
Beginprijs
Prijsopties
Functies
Integraties
Gebruiksgemak
Prijs-kwaliteitverhouding
Klantenservice
US$ 15,00
maand
Gratis versie
Gratis proefversie
116
85
4,5 (3.270)
4,4 (3.270)
4,5 (3.270)
Groene beoordelingsbalken geven het winnende product aan, op basis van de gemiddelde beoordeling en het aantal reviews.

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Reviews over Intercom

Gemiddelde score

In totaal
4,5
Gebruiksgemak
4,4
Klantenservice
4,3
Functies
4,4
Prijs-kwaliteitverhouding
4,0

Reviews op basis van bedrijfsgrootte (werknemers)

  • <50
  • 51-200
  • 201-1.000
  • >1.001
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.