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La première plateforme de messagerie client au monde destinée à la croissance d'entreprise

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Liam M.
Liam M.
People Operations Manager (É.-U.)
Utilisateur LinkedIn vérifié
Logiciels, 11-50 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Not Much Competition

5 il y a 2 ans

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.

Brandon G.
Brandon G.
Technical Support Specialist (Canada)
Utilisateur LinkedIn vérifié
Internet, 11-50 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Intercom is a powerful Customer Support Tool

5 il y a 10 mois

Commentaires : Overall I would recommend intercom for clients looking for automation chat bots and customer support software. They have plenty of resources and their new product tour feature adds additional functionality to their suite of software.

Avantages :

The knowledge center and live chat features were the most used features at our software company. These features were used regularly and automations within intercom helped serve clients efficiently.

Inconvénients :

Lacks in reporting and knowledge base customization compared to ZenDesk. Innovation in new features can be slow at times.

Réponse de l'équipe de Intercom

il y a 9 mois

Thanks for leaving us this review Brandon, and for letting us know how powerful you've found Intercom as a support tool. Thanks again, Kate (Intercom - Customer Engagement)

Utilisateur vérifié
Customer Support Specialist (Danemark)
Utilisateur LinkedIn vérifié
Services et technologies de l'information, 11-50 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Great tool for our support teams

4 le mois dernier Nouveau

Avantages :

Intercom is a great tool that we use across our customer success team, both for the first and seconline issues. It allows our teams to share and serve the tickets in an efficient matter and allows us for measuring the results. Moreover, our clients can review our team members what we really appeciate.

Inconvénients :

Nothing specific, we are happy with the service.

Susanna N.
COO (É.-U.)
Hôpitaux et soins de santé, 11-50 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Unreponsive and caused a severe service disruption

1 l’année dernière

Commentaires : 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.

Avantages :

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

Inconvénients :

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.

Réponse de l'équipe de Intercom

l’année dernière

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 L.
CEO (France)
Services et technologies de l'information, 2-10 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

A lot of features but overpriced for startups

4 il y a 2 semaines Nouveau

Commentaires : 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.

Avantages :

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.

Inconvénients :

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.

Utilisateur vérifié
Ceo (Équateur)
Utilisateur LinkedIn vérifié
Internet, 11-50 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Great customer service tool for internet companies

5 il y a 7 mois

Commentaires : Great software, one of the few CRM that actually delivers real value and fosters taking care of customers, not tickets.

Avantages :

Direct integration to your website or system and being able to feed data directly to intercom. You can then use that data to filter and manage customers.

Inconvénients :

They have been launching new features but it feels like they are towards the higher priced plans, which may make it expensive if you got 10k or more users.

Réponse de l'équipe de Intercom

il y a 7 mois

Thanks so much for leaving us this review. It's great to hear we're delivering real value for your company and that our approach on prioritizing customers rather than tickets resonates with you. Thanks again, Kate (Intercom - Customer Engagement)

Jenny W.
Senior Marketing Manager (É.-U.)
Comptabilité, 11-50 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Great for Customer Engagement and Product Marketing

5 il y a 2 semaines Nouveau

Commentaires : Intercom is a great, user friendly platform for customer support, lead generation, marketing automation, product marketing, and customer announcements.

Avantages :

Intercom is very easy to use and they have many great, auto-generated templates that you can use to get started on customer engagement and product outreach. They have sample email schedules and guides to use on when/how/who to reach out to at different points during the customer lifecycle.

Inconvénients :

Their data analytics can be difficult to pull out of the system and often do not encompass enough to really get good analytics from the platform. You will need an additional platform if you want to use it for data analytics.

Julia A.
Account Executive (É.-U.)
Logiciels, 51-200 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Makes it easier to help customers

5 il y a 2 mois Nouveau

Commentaires : Really enjoy the platform and how easy it is to use. Would love if the platform had a bit more flexibiility/customization

Avantages :

Intercom is easy to start using to start helping customers and to provide an amazing experience, as well as track basic and initially important information. Great for startups!

Inconvénients :

I haven't used the reporting as much as I would like, but I've heard feedback it's not the most robust in terms of identifying and CX issues. Could use more customization.

Réponse de l'équipe de Intercom

le mois dernier

Hi Julia, We appreciate you taking the time to leave Intercom a review. It's great to hear you describe Intercom as providing an amazing experience - that's exactly what we want to hear!! Thanks for your feedback and CX issues - these are 2 major focus areas for us so watch this space! Thanks, Eabha (Customer Engagement)

Stefanie H.
Customer Success Manager (Autriche)
Services et technologies de l'information, 11-50 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

Great Customer Support Tool

5 le mois dernier Nouveau

Avantages :

In my position as a customer success manager Intercom is an important software for my daily work. I get notifications if there are any support cases an can respond to the customers or leads. Through Makros (saved messages that are often needed) and the Operator I can save time. We also handle the most of our E-Mail Marketing with Intercom. As a result, I think Intercom is a great Software for All companies which want to offer Support via Chat.

Inconvénients :

There are many Upgrades like a Custom Chat Bot that are need to be paid extra. But another 99$ per month are quite expensive for this little extra.

Réponse de l'équipe de Intercom

le mois dernier

Hi Stefanie - thanks for taking the time to leave us a review and your kind words. We really hope that by using Intercom it helps your day to day better but also we can continue the great partnership that we currently have! We also appreciate your feedback around costings - I'll pass this on to our billing team. Thanks, Eabha (Customer Engagement)

Utilisateur vérifié
Growth Marketing Manager (É.-U.)
Utilisateur LinkedIn vérifié
Logiciels, 5 001-10 000 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis
Source : GetApp

Intercom is an all-in-one customer engagement platform

5 il y a 3 semaines Nouveau

Avantages :

- Easy to use and onboard users - Opens a different channel (chatbot) for lead generation - The brand and innovation of the product grows often

Inconvénients :

- Analytics and reports pulled from chatbots and the channels are not super detailed sometimes - Wish there was more training on how to leverage Intercom to its maximum (we are just using it for the bare minimum)

Héctor H.
Héctor H.
Head of Customer Service & BackOffice (Espagne)
Utilisateur LinkedIn vérifié
Services et technologies de l'information, 11-50 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

De lo mejor a nivel producto, pero con una atención al cliente nefasta

4 il y a 6 mois

Avantages :

A nivel de producto están continuamente evolucionándolo y sacando nuevas funcionalidades que ayudan a crecer tu negocio. Series, para desarrollar campañas a tus clientes es brutal, se puede combinar con mensajes a través de un banner, un mensaje in-app o un email principalmente. Eso sí es un servicio caro. Tiene una herramienta para helpcenter muy práctica y con buena relación calidad-precio. Para soporte por chat con los clientes quizá hay alternativas mucho mejores pero si no requieres de mucha complicación te servirá. Además tiene productos como chatbot, product tours, multitud de integraciones con otras apps y pequeñas funcionalidades que por supuesto incrementarán su coste y no podrás tener todo... A nivel de integración es bastante sencillo y permite mucha personalización.

Inconvénients :

El mayor inconveniente es el inexiste servicio de atención al cliente, para contratar el producto o probar nuevas funcionalidades no tendrás problema pero si realmente te encuentras con un problema grave, por experiencia hemos tenido varios como problemas con la renovación de un contrato o el envío de emails en una campaña, lo más seguro es que o no tengas una respuesta clara o que se vayan pasando la consulta de unos a otros sin ayudarte

Réponse de l'équipe de Intercom

il y a 6 mois

Thanks for taking the time to leave us a review Hector. I appreciate all the feedback around our products and it's good to see you are using a varied amount of them. I'm sorry that our customer service has let you down. We had a few weeks recently where our customer service was not where we wanted it to be. We have implemented new processes to help improve this and hope that the next time you need customer service, you will find it better. Thanks, Eabha (Customer Engagement)

Utilisateur vérifié
PM (É.-U.)
Utilisateur LinkedIn vérifié
Logiciels, 51-200 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Engagement with Customers is Great!

5 il y a 11 mois

Commentaires : 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.

Avantages :

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!

Inconvénients :

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.

Réponse de l'équipe de Intercom

il y a 11 mois

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)

Utilisateur vérifié
IT Specialist (Mexique)
Utilisateur LinkedIn vérifié
Internet, 11-50 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

More than a messaging platform

5 il y a 11 mois

Commentaires : We are using Intercom as our main costumer messaging platform in all our ends, from emails to customers to internal communications for our team. Intercom does everything in a neat and easy way.

Avantages :

In a few words, using Intercom is such a wholesome experience with zero to non competitor in the market who can compete with his top notch features and constant improvements. There is always something new in the works to make it even more useful.

Inconvénients :

The overall quality of the SaaS is very good, but the price you have to pay for everyone of the features is a bit too much compared to what is offered from the competition, don't get me wrong, being at the top of the list comes with a hefty price tag.

Réponse de l'équipe de Intercom

il y a 11 mois

Thanks so much for letting us know how Intercom is helping you manage your communications with your customers and teams. Thanks too for you feedback regarding our pricing and packaging. Our aim is to align the price you pay to the value you see, and it's a difficult one to get this right for every type of business model. I'll make sure to pass your comments on to the right team. Thanks again, Kate (Intercom - Customer Engagement)

Grégoire D.
Head of Growth (France)
Marketing et publicité, 2-10 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Great product, poor pricing and support

5 l’année dernière

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

Avantages :

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

Inconvénients :

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.

Réponse de l'équipe de Intercom

l’année dernière

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)

Utilisateur vérifié
Customer Success Executive (R.-U.)
Utilisateur LinkedIn vérifié
Internet, 11-50 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

A true ecosystem

5 l’année dernière

Commentaires : 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.

Avantages :

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.

Inconvénients :

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.

Réponse de l'équipe de Intercom

l’année dernière

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)

Peter C.
Dir. User Experience (É.-U.)
Santé, bien-être et fitness, 2-10 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Complete Package

4 il y a 2 ans

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.

Réponse de l'équipe de Intercom

il y a 2 ans

Hi Peter, We really appreciate you leaving us a review and are so happy to hear Intercom is an essential part of your customer communication. Thanks also for your feedback on pricing. We work really hard to align our pricing to the value you are seeing. Please get in touch if you would like to discuss your subscription options with us. Kate (Intercom - Customer Engagement)

Nathaniel P.
Nathaniel P.
Customer Success Manager (É.-U.)
Utilisateur LinkedIn vérifié
Logiciels, 2-10 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

The really bridge the gap between customers and our service

5 il y a 2 ans

Commentaires : Their customer success team is great, even on the days when I'm not the most gracious customer. I even try to emulate some of their practices because I feel heard as a customer when I suggest features or report what I think could be bugs in the system.

Avantages :

The ability to converse with our customers quickly and seamlessly between email and the messenger app is great. They've thought through this feature set very well and it brings us very close to our customers and we are able to convert leads very well through this service too. Other similar apps function the same, but their UI/UX is lacking compared to Intercom. The actual feel of the app is clean and friendly and dare I say...even fun to use. Customer success at Intercom is also excellent, they've got our backs and I appreciate it (although getting paired with someone in a vastly different time zone can hold up ticket times on our end).

Inconvénients :

There are some gaps in the help center and email features. It would be ideal to create/edit documents in a manner closer to Microsoft Word or Google doc, as those are the standard for editing documents these days. Little things like not being able to create a list inside of a document the way I would in other apps can be frustrating, but there is usually a workaround of some sort that will suffice (I'm just picky). It would also be nice to only be paired with their team members in our time zone. Working in the US and then being helped by a team member from Australia means our ticket times take much longer and conversation is hard to do in real time.

Utilisateur vérifié
Operations Specialist (É.-U.)
Utilisateur LinkedIn vérifié
Hôpitaux et soins de santé, 2-10 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Lots of Features but Frustrating When Messages Get Lost

4 il y a 3 ans

Commentaires : 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.

Avantages :

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.

Inconvénients :

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.

Beat R.
Inhaber (Suisse)
Internet, 2-10 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Advertising for Intercom in every E-Mail

5 il y a 2 ans

Commentaires : We have been using the solution productively for some time now, then discontinued it for cost reasons. Now a plan was booked and cancelled in a new subscription structure again as a test. In the plans up to Pro, the customer also figures as an advertising slingshot, since an advertising line for intercom is always included in every e-mail. Since we did not want this at all (after all, the plan already costs 99 dollars / month) the test was finally cancelled. Intercom didn't want to offer a solution to this, except to offer updates to the next higher subscription (499 dollars / month) which is not affordable for a small company.

Avantages :

+ Beautiful design, with many useful details. + Good iOS and Android app with slightly limited operation. + An easy to understand messenger for the customer. + Customisable messenger with colours, text and details.

Inconvénients :

- High price and only monthly plans. - Platform only in English. - Minimal help center, but large but confusing Academy pages. - Tedious setup help, although the setup itself is not complex. - Support replies take up to two days, in English only.

Réponse de l'équipe de Intercom

l’année dernière

Thanks for taking the time to leave us this review Beat and letting us know about your intercom experience. I'm sorry to hear that we're not the right fit for you at this time, but thank you for sending us your feedback. Kate (Intercom - Customer Engagement)

Jennie Z.
Jennie Z.
Marketing Manager (É.-U.)
Utilisateur LinkedIn vérifié
Internet, 2-10 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

A Great Lead Capture

5 il y a 2 ans

Commentaires : 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.

Avantages :

-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

Inconvénients :

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

David P.
Expert Community Lead (É.-U.)
Logiciels, 201-500 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Intercom is The Best chat/support tool available

5 il y a 2 ans

Commentaires : The business problems we are solving using Intercom are managing incoming requests and sending in-app messages and emails. And Intercom does this with flying colors. Regardless if a user messages us live on our site, via email, or even Facebook, our support team is easily able to reply and help. It also integrates perfectly with our app to provide full visibility of a user easily accessing their profile to gain deeper insights to assist the user even more effectively. There's a reason Intercom is growing so quickly; because it's a great product and is built with quality.

Avantages :

What I like most about Intercom is how easy it is to jump in and begin assisting users with their questions and requests. It's been an invaluable tool for communicating with our users (both clients and developers) on Codeable and we've been relying on it 365 days a year for 5+ years straight. There are so many new features they keep releasing which are often things we didn't realize we need until we tried them and discovered we can't live with them.

Inconvénients :

For the size of our support team and number of messages we send, Intercom is one of the more expensive SaaS products we use. There are other services that may manage a support center better, but those don't provide the same quality of live chat, self-serving help center, or messenger bots that Intercom provides. While cost is a consideration for all companies, we feel Intercom is still the best value for the money and are happy paying the price for all the value it brings us.

Réponse de l'équipe de Intercom

il y a 2 ans

A big thank you from the team here at Intercom for your kind words David!

Olivia S.
Director of Business Development (É.-U.)
Services financiers, 51-200 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Terrible customer service and onboarding

5 il y a 9 mois

Commentaires : 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.

Avantages :

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.

Inconvénients :

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.

Réponse de l'équipe de Intercom

il y a 8 mois

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)

Joan S.
Filmmaker (Espagne)
Production audiovisuelle, 2-10 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Profesionalidad

5 il y a 12 mois

Commentaires : En general nuestra experiencia con este software es muy buena ya que nos ha permitido ayudar a nuestros clientes de una forma profesional y rápida.

Avantages :

Lo que mas nos ha gustado del software es la profesionalidad con la que ven nuestros clientes la interfaz y la facilidad que tienen de comunicarse con nosotros, además cabe destacar que muchas veces a través de las respuestas configuradas que tenemos muchos clientes encuentran su respuesta sin tener que contactar con un agente.

Inconvénients :

Lo que menos nos ha gustado por decir algo que es un software que incluye unos planes con un precio muy elevado y podría incluir alguno más asequible para empresas más pequeñas.

Réponse de l'équipe de Intercom

il y a 11 mois

Thanks for letting us know how Intercom is helping you embrace conversational support and how you're making the most of our automation features too! I'll make sure your feedback regarding our pricing and packaging get back to the team. We always aim to align the cost you pay with the value you see and it's hard to get that right for every type of business model. Thanks again, Kate (Intercom - Customer Engagement)

Blake P.
Blake P.
Co-Founder & COO (Canada)
Utilisateur LinkedIn vérifié
Logiciels, 11-50 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Very helpful support and customer onboarding tool

5 il y a 2 ans

Commentaires : Overall they have been awesome on support and the tool is incredibly helpful. I will continue to use them for years to come.

Avantages :

I love how we could integrate chat directly into our application for our customers. The help center is very nice for our customers and the reports really help us understand how our team is doing.

Inconvénients :

Some of the functionality is a little difficult to setup especially around the tracking of specific features utilized on our platform. I also can get a little frustrated with the routing of messages, it can override the rules you put in place.

Réponse de l'équipe de Intercom

il y a 2 ans

Hi Blake, Thanks for sharing your Intercom experience, I'm so happy to hear you'll be with us for years to come! I'll be passing your feedback about tracking and message routing on to our product team. If you'd like to add any further detail or context do get in touch via the Messenger :) Thanks again, Kate (Intercom - Customer Engagement)

Kyle T.
Director (Afrique du Sud)
Services et technologies de l'information, Auto-entrepreneur
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Adds Much More Value Than You Realise

5 il y a 2 ans

Commentaires : 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.

Avantages :

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.

Inconvénients :

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).