Avis clients sur Intercom

Intercom, un logiciel exceptionnel pour support client, chat et emailing

Commentaires : Dans l'ensemble, Intercom constitue un outil marketing puissant pour les entreprises qui souhaitent communiquer avec leurs clients en temps réel et à leur proposer des expériences personnalisées.

Avantages :

Le logiciel Intercom facilite la communication avec les clients. Je l'utilise pour dialoguer avec les clients en temps réel par le biais d'un chat en direct, ce qui m'aide à répondre rapidement à leurs demandes et préoccupations. L'outil permet une communication personnalisée, on peut donc envoyer des messages sur mesure et ainsi optimiser la satisfaction des clients et les conversions de façon générale. Il s'agit d'un logiciel qui prend en charge de nombreux canaux de communication, surtout les e-mails, les messages in-app et l'intégration des médias sociaux. Ce point s'avère fortement avantageux, parce qu'il permet de toucher les clients là où ils se sentent le plus à l'aise.

Inconvénients :

Malgré ses fonctionnalités et ses avantages, Intercom peut être relativement cher pour les TPE puisque les prix sont échelonnés en fonction du nombre d'utilisateurs et des fonctionnalités requises. La plateforme se révèle aussi un peu complexe à configurer et à utiliser, ce qui nécessite bien souvent des efforts supplémentaires. Les entreprises qui ont des ressources limitées peuvent avoir du mal à utiliser cet outil, mais c'est l'une des meilleures plateformes multicanales pour gérer la communication avec les clients.

Intercom est super.... je le recommande

Commentaires : Avec Intercom, je vis une expérience client exceptionnelle. Mes clients obtiennent rapidement des réponses à leurs questions grâce au chat en direct, je reçois des e-mails pertinents et personnalisés, et je ressent une réactivité accrue du support client.

Avantages :

En utilisant Intercom, nous bénéficions d'une communication client améliorée grâce à des interactions en temps réel, des campagnes e-mail personnalisées, et une gestion centralisée des contacts. Nous pouvons suivre l'engagement des clients afin d'améliorer la réactivité du support, et de renforcer la fidélité grâce à une expérience client optimisée.

Inconvénients :

La dépendance à la connectivité internet.

Intercom, une plateforme de communication tout-en-un pour votre entreprise

Commentaires : Dans l'ensemble, Intercom est une excellente option pour les entreprises qui recherchent une plateforme de communication tout-en-un pour gérer les conversations avec les clients. La plateforme est facile à utiliser et offre une large gamme de fonctionnalités pour personnaliser la communication avec les clients. Bien que le coût puisse être un peu élevé pour certaines entreprises, la valeur ajoutée offerte par Intercom en vaut souvent la peine. Globalement, je recommande Intercom aux entreprises cherchant à améliorer leur communication avec leurs clients.

Avantages :

- Fonctionnalités étendues : Intercom offre une large gamme de fonctionnalités pour aider les entreprises à communiquer avec leurs clients de manière efficace, notamment la messagerie instantanée, le courrier électronique, les réseaux sociaux et les applications mobiles. Cela permet aux entreprises de communiquer avec les clients de manière transparente et cohérente, quel que soit le canal utilisé.- Facilité d'utilisation : La plateforme d'Intercom est facile à utiliser et intuitive. Les fonctionnalités sont facilement accessibles depuis un tableau de bord centralisé, ce qui permet aux utilisateurs de gérer toutes leurs conversations en un seul endroit. - Personnalisation : Intercom permet aux entreprises de personnaliser leur communication en fonction des besoins de leurs clients. Les utilisateurs peuvent créer des messages personnalisés, des réponses automatisées et des séquences de courrier électronique pour répondre aux besoins de chaque client.

Inconvénients :

Prix ​​: Intercom peut être désigné pour les petites entreprises ou les entreprises en phase de démarrage.

Avis sur Intercom

Avantages :

L'outil est intuitif. Les réglages sont plutôt faciles à trouver. Il est facilement intégrable avec Slack. La gestion de la base de connaissances est simple et le rendu est propre. La documentation de l'API est complète et claire.

Inconvénients :

Difficile de gérer des équipesAssignation automatique des tickets perfectiblePas d'interconnexion avec Aircall

Outil de chat facile à mettre en place

Avantages :

Intercom me permet de fournir une expérience client exceptionnelle grâce à sa personnalisation et son automatisation. L'outil est très flexible, peut être utilisé sur de nombreuses plateformes (Ordinateur, tablette, mobile). L'intégration avec Shopify est un vrai plus.

Inconvénients :

Je n'ai pas rencontré de problème avec cet outil pour le moment.

Intercom personal business

Avantages :

une logiciel de communication et de marketing riche en fonctionnalité innovateur et promotionnelle rendant accessible les structures commercial plus proches de leur clients

Inconvénients :

Intercom est un logiciel très nécessaire sans grand défaut de conception

Avis sur Intercom

Commentaires : Très facile d'utilisation et responsive, je recommande.

Avantages :

Le logiciel est très facile d'utilisation. Tarif très abordable même pour une grande liste de contact

Inconvénients :

De mon côté, l'intégration à slack était un problème même si ça été réparé. Rien à dire d'autre.

Un moyen de communication

Avantages :

J'apprécie beaucoup sa facilité d'utilisation avec des fonctionnalités très intéressantes, je l'utilise pour communiquer facilement avec les clients.

Inconvénients :

Pas d'inconvénients à mon niveau sauf que le prix est un peu élevé, ce qui pourrait être un moyen de frustration pour certains utilisateurs.

Nous avons apprécié utiliser Intercom comme logiciel de service client

Avantages :

La base de données clients sur Intercom est très bien structurée

Inconvénients :

Il doit y avoir quelques modifications sur la boîte de messagerie

Je recommande !

Avantages :

Bon logiciel de chat pour intéragir avec ses clients

Inconvénients :

Il n'y a rien en particulier que je n'apprécie pas

Avis d'utilisateurs

Avantages :

Le logiciel est intéressant et je le conseil

Inconvénients :

Just quelques fonctionnalités à développer et il sera plus utilisée

Not Much Competition

Commentaires : 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.

Avantages :

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.

Inconvénients :

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.

Intercom is a great support system tool

Commentaires : 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.

Avantages :

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.

Inconvénients :

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.

NOT $39 starting price anymore. $59 a month for basic chat function

Commentaires : My overall experience with Intercom has been poor. we've been using them at the basic level for three years. I chatted with them to get a demo of their features to upgrade but they refused to give me a demo and finally set me up with a "30" call in which the rep tells me that she won't give me an upgrade after she finds out that i am not interested in the $500/mo annual contract. She says demos are for those upgrading to that level, instead, she'll send me links and prerecorded stuff. And that i can reach out if I have questions. The 30 min call was more like a 5 min conversation which was already difficult to set up. I've been in sales for over 15 year and when there is an upgrade opportunity regardless how small, I support that client. If Intercom was the only organization that did what they do, maybe I understand their cockiness and disregard for the smaller organizations. However, there are SO many competitors that provide you with very similar functionalities for less the price and with better customer support. So yes, I'm annoyed as I am a current user who is doing research on other competitors so I can stop being a customer.

Avantages :

It's "popular" and works well if your company is enterprise sized.

Inconvénients :

If you're a start up or a smaller business don't expect to get support. It's very expensive - starting at 59 dollars a month for one person accessing the basic chat. Sure they offer a few other things but like a team inbox? Most organizations already have an email system and a company chat in place. Next level up is $119 a month that gives you a few more functions. Until you are paying their $500 a month locked in an annual contract, you are "self serve" customer. Meaning, no support - just their faq/website. Can't even get a good phone call for help.

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

Commentaires : 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.

Avantages :

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.

Inconvénients :

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.

An innovative and beneficial resource for businesses.

Commentaires : 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.

Avantages :

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.

Inconvénients :

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.

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

Commentaires : 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.

Avantages :

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.

Inconvénients :

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.

The Finest Online Chat Service Currently Available

Commentaires : 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.

Avantages :

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.

Inconvénients :

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

A complete customer support platform

Commentaires : Integration is super easy and the documentation is easy to follow. We've been using Intercom for over 2 years now and absolutely love it. The product has streamlined all our customer support needs.

Avantages :

Intercom is a comprehensive suite of all applications you would need for support management, from live chat to help desk and ticket management. This negates the need for having multiple different applications and integration overhead.

Inconvénients :

No complaints about the product whatsoever. The product is actively evolving and keeps up with the current technologies.

Could not have imagined ourselves without intercom

Avantages :

Customers ping us with questions that immediately are notified on Slack. Though intercom is complex to setup, I couldn't have imagined doing without them.

Inconvénients :

API integration - Quite complex to setup and everytime we make changes in our product flow, intercom needs to be updated again

We loved it, but too expensive.

Avantages :

Everything is interconnected and we love how it works.

Inconvénients :

The big problem that we faced, and we had to say for for that time, it was too expensive for us.

Complete Package

Commentaires : We had the opportunity to start fresh with a new ticket system/knowledge base so were shopping around. We came across Intercom and never looked back. While it has those things it is so much more being a central place to manage all our client related communications. It is by far the application I use most day-to-day.

Avantages :

Using Intercom has been an amazing experience. It is well thought out, full featured and continues to improve all the time. It has become an essential tool to communicate with our leads/clients. What is great is we can reach them (and they reach us) wherever they are: our website, in our web app, our mobile apps, email, etc.

Inconvénients :

While it starts off cheap depending on the features you choose to use and your volume it can start to get expensive quick. I'm not saying the product still doesn't provide value (it absolutely does) just if I had to pick what I liked least I would say cost.

Industry leader in category of customer communication

Commentaires : 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.

Avantages :

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

Inconvénients :

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.

Mostly great, with some glaring issues

Commentaires : Mostly positive, but even so we are in the process of switching to another tool that has more straightforward pricing and complete features.

Avantages :

Generally Intercom is easy to use and their documentation is quite good, so it's usually easy to find the answer to any question we might have. Anytime a new feature or change is rolled out, they offer pretty solid onboarding and walk you through how to get the most out of it. In terms of capabilities, I'd say Intercom offers more than most. Many options for integrations. We use it for lead generation, email marketing, customer engagement, and tickets. In all cases it is pretty quick and easy to use and easy to collaborate with team members.

Inconvénients :

We've been using Intercom for years without any significant issues, but over the past 2-3 years it has grown and evolved in ways that haven't always been positive. Their customer support is much slower and less responsive than they once were. As they've added new features and capabilities they've also increased fees and now you have to pay separately for every tiny thing. It seems like every single feature in the platform requires a paid upgrade and this rapidly and significantly increases the cost. Reporting is very weak and only goes back a few months (it's so bad that we don't use any of it... all of our reporting is done externally with integrations).Finally, and perhaps most significantly, many of their features don't really work the way they are marketed or the way that you'd expect. This has led to continuous disappointments when we learn that certain features don't really do what they claim to do. They are must more limited than they appear, and when you speak to their customer support about it they are always scrambling to offer you some sort of a workaround. Workarounds can be fine, but they shouldn't be required so frequently, especially for such an expensive tool.

Horrendous company, be careful of getting locked in

Commentaires : Absolutely horrible in every possible way.

Avantages :

The UI allowing to construct auto-messages

Inconvénients :

They lure companies in to integrating intercom into the workflows and take advantage of the difficulty of later migrating to another product, in order to jack up the prices to ridiculous levels. We've had to complain multiple times each year for drastic overcharges (think 3x) and fight with them for months until they would process some refund (after numerous lies and diversion attempts by their reps). Unethical company, unethical staff, can't be trusted one bit as a business partner. Also be aware that they do not grandfather plans, and you are at their mercy, they can at any time give you a short notice before "updating" the pricing structure. The most recent "update" would have caused a ~5x in price, getting us to flee to another provider at a great internal cost.