Intercom Erfahrungen

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.

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.

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!

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.

The interface of this software is extremely clean and easy to use. It's very easy to keep track of all of the different chats you're currently handling and to see who is waiting in the queue.

Honestly there isn't much that I didn't like. The reporting wasn't quite as robust as it could have been, but that was my only qualm.

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

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.

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.

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.

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.

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.

Easiest support tool to have.
Makes your team very accessible, also makes the support process simple for the end users
Good integrations and useful statistics provided

Pricing - it is not very cheap. Pricing also often changes
Help center tool - it could really use some help and updates
Also, a lot of Add block tools catch Intercom as an ad and blocks it - thus creating inconvenience for end users having to choose between

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.

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

The customer support is the most responsive I've ever had from a messaging / email software. We use the email because it's already integrated into our messaging and support software, so we don't have to do any import of the contacts.

It's not super intuitive or the easiest to use sometimes, like all enterprise level software it can get a bit complicated. It's also not built out for email, e.g. we also can't create unsubscribe groups on email which is a bit annoying.

I love the fact that I can use Intercom to manage every interface with leads and my customers. From collecting their data, to monitoring sessions and getting some insights on actions with event-triggered email marketing. I also love the easy integration with Slack and the multiple integrations I can implement with other software like Calendly, Google Calendar etc. It's one robust software!

It could feel like a handful when setting up and you are going to need an engineer to help with some stuff. Other than that, Intercom is bliss for managing, nurturing and supercharging your customer interactions.

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.

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

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

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.

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.

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.

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.

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.

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).

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.

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.

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.

+ 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.

- 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.

-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

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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).

Intercom is the lease in the industry and that’s because is the best in Livechat and support software. I’ve tried a lot of services before, cheap and expensive and I can say intercom worth every penny and it’s the option that has given to me the best results.

Nothing found until now. It’s really complete and well done solution.

I particularly like Intercom's Inbox module. It supplies our support team with most of the tools they need to help our clients quickly, and share context with other team members.

The chat experience is top notch both internally for our team and for our clients.

Intercom's reporting is informative, specifically for tracking response times segmented by chat or email, or both.

Intercom's Articles feature for help docs helps us consolidate tools even more and makes it really easy to forward relevant articles to our clients quickly, while maintaining a consistent brand feel.

Intercom's campaigns (now Series) feature can be tricky to set up. Specifically, the sending logic can be confusing and is prone to accidents in our experience (i.e. accidentally sending to the wrong audience).

Messages inside of campaigns/series don't always seem to get sent out when they should. This means that some of our clients don't get messages at the right time (i.e. they get a welcome email 2 days after they sign up instead of immediately after signing up).

For new team members, Intercom has proven to be a little difficult to learn fully.