Intercom
par Intercom
Qui utilise Intercom ?
Intercom compte plus de 30 000 clients payants dans le monde entier, dont des sociétés majeures à l'internationale comme New Relic, Sothebys et Shopify ainsi que des petites entreprises comme Airtable et Coda.
Description de Intercom
Intercom construit une suite de produits de messagerie pour les entreprises visant à accélérer leur croissance tout au long du cycle de vie du client. Il s'agit d'une plateforme de croissance complète pour le marketing, les ventes et le soutien. Les entreprises les plus prospères au monde, comme Atlassian, Shopify et New Relic utilisent Intercom afin de stimuler leur croissance par le biais de chats, de bots et de communications personnalisées avec les clients.
Informations sur Intercom
Intercom
https://www.intercom.com/
Fondé en 2011
Prix de Intercom
Intercom n'est pas disponible en version gratuite mais propose un essai gratuit. La version payante de Intercom est disponible à partir de 39,00 $US/mois.
À partir de
39,00 $US/mois
Version gratuite
Non
Essai gratuit
Oui
Déploiement
Cloud, SaaS, web
Mobile (iOS natif)
Mobile (Android natif)
Formation
Formation en ligne en direct
Webinaires
Documentation
Ressources d'aide
Support en horaire de bureau
En ligne
Intercom - Fonctionnalités
Information non fournie
Logiciels les + demandés
Avis sur Intercom
Afficher 5 avis sur 703
Liam M.
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Note globale5/5
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Facilité d'utilisation5/5
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Fonctionnalités4/5
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Support client5/5
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Rapport qualité-prix4/5
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Probabilité de recommander le produit
- Provenance de l'utilisateur
- Publié le 01/08/2019
"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.
- Provenance de l'utilisateur
- Publié le 01/08/2019
Peter C.
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Note globale4/5
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Facilité d'utilisation3/5
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Fonctionnalités5/5
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Support client4/5
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Rapport qualité-prix4/5
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Probabilité de recommander le produit
- Provenance de l'utilisateur
- Publié le 13/12/2019
"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.
Réponse de l'éditeur
envoyé par Intercom le 18/12/2019
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)
- Provenance de l'utilisateur
- Publié le 13/12/2019
Brent M.
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Note globale5/5
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Facilité d'utilisation5/5
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Fonctionnalités5/5
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Support client5/5
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Rapport qualité-prix4/5
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Probabilité de recommander le produit
- Provenance de l'utilisateur
- Publié le 22/06/2020
"The best way to interact with users"
Commentaires: Extremely well thought through product, with all the important stuff you need to rely on it to solve your CS needs.
Avantages: It's so powerful and easy to use! It was effortless to set up, and all our business users (who've never done customer support before), find it very easy to use, and the users love it too.
Inconvénients: The pricing adds up if you want your whole team using it. We'd love our engineers to be able to chime in with support conversations, but it's a bit too expensive to have everyone using it as a small business.
Réponse de l'éditeur
envoyé par Intercom le 24/06/2020
Thanks so much for leaving us this review Brent. It's great to hear that Intercom is solving your CS needs and that there's so much love for the tools internally AND externally!
I've made sure to send your feedback about pricing on to the team here. We always aim to align this with the value you're seeing from the product, however I totally get wanting to add colleagues for collaboration purposes.
Thanks again,
Kate (Intercom - Customer Engagement)
- Provenance de l'utilisateur
- Publié le 22/06/2020
Guy Z.
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Note globale1/5
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Facilité d'utilisation1/5
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Fonctionnalités1/5
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Support client1/5
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Rapport qualité-prix1/5
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Probabilité de recommander le produit
- Provenance de l'utilisateur
- Publié le 25/02/2020
"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.
Réponse de l'éditeur
envoyé par Intercom le 04/03/2020
Hi Guy - first off, I want to apologize for the difficulties you've had. Since Intercom started, we've focused entirely on the idea of strong customer relationships and I'm sorry that we let you down here. I hope I can clarify why these pricing changes are being made and provide some more context.
We've recently changed our pricing model to a simpler one that we believe is better aligned with the value our customers get from the product. That meant an increase in price for some customers and a decrease for others.
Getting pricing right at Intercom has admittedly always been really challenging for us, but we don't want you to feel this way.
I'm sorry to see you go as a customer. If you'd like to speak to your account manager (or me directly) about what happened for your account specifically, we'd really love to chat. You can email me (phil at intercom dot com) if you're open to a conversation.
Phil (Intercom - Customer Engagement)
- Provenance de l'utilisateur
- Publié le 25/02/2020
Utilisateur vérifié
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Note globale5/5
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Facilité d'utilisation5/5
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Fonctionnalités4/5
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Support client5/5
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Rapport qualité-prix5/5
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Probabilité de recommander le produit
- Provenance de l'utilisateur
- Publié le 28/04/2020
"Great intuitive software "
Commentaires: Using this to answer incoming customer inquiries, resolution not, faq, and more
Avantages: 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
Inconvénients: Cannot merge tickets like other platforms do. Some reporting could use deeper drill downs and insights
Réponse de l'éditeur
envoyé par Intercom le 06/05/2020
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)
- Provenance de l'utilisateur
- Publié le 28/04/2020
