Intercom Erfahrungen

Highly recommended for systems and tools integration. If you use other platforms that need lead and sales generation, this might be the one you are looking for.

A little pricy compared to other solutions.

- Chatbots in code
- User-friendly when it comes to aesthetics
- Fast and efficient support
- It has a learning track which makes it easy for new developers

- Data analysis within the platform is quite poor, which brings the need to cross-check with other tools
- Exporting data results in lack of standardization
- Lack of governance to access team settings like macros, for example

Intercom is simple to use and set up, it is very user-friendly and uncomplicated. It provides and quick, easy and fairly affordable option to provide customer communication, service and sales communications.

When scaling a business and moving into the realm of a more powerful CRM it didn't make sense to use Intercom anymore. There is syncing and integrations available for most platforms but software like Hubspot has the same capabilities as Intercom, in some cases more, and you get a full sync with a contact record.

The software to be fair is the best integrated product out there if you need live chat, knowledgebases, chatbots, outbound marketing etc., all in the same package. The range of features is VERY comprehensive.

Outbound campaigns are really nice as is the knowledgebase.

Notifications for incoming chats are poor. If your support team are doing tasks other than sitting on Intercom all day it's easy to miss incoming chats.

The AI bots are more miss than hit in my experience when it comes to suggesting solutions and some of the bot responses are simply bewildering.

The live chat! It's working perfectly, it's easy to set up, and easy to use by both the customer and the support agent - one of the best options on the market for me.

Everything besides the live chat - the knowledge base management has so little features and possibilities it hurt my soul everytime I needed to write an article :( Also, sending or receiving email is also quite a mess, it needs a little bit more work from Intercome.

Intercom is really easy to use as a user but also as an admin. Easy to configure the queue and manage it, using different SLAs for each one!

It does lack a way to tag the tickets so we can have better metrics! Also, a way to improve chatbots and also better reports on SLA e user metrics. It also misses a way to categorize tickets (question, bug, information, etc) on the basic plan

This is a great tool for anyone that wants to stay in control of their customer communications. They simply install the software on their website and begin to collect and use the data. This is a great tool for enterprise and agencies, who want to provide a comprehensive service to their clients.

It's a little bit expensive solution comparing the alternative solutions in the market.

Using intercom was all the time easy and simple.
Adding new apps and features on it was just a click and integration was that easy
I have added localize app, ticketing system app to it and it is just a click

It's just the price it can be improved
And sometimes the mobile app search is not giving the right information

The design is awesome ! You can do many things on Intercom, but it is difficut to get lost as it is so easy to use. The reportings are highly qualitative and simple.
Using the chatbot changed our life as our lead management went to the next level. Another game-changer linked to that is the help center where it makes it easy to let the customer helps himself or herself .

Not performance-savvy for a computer...
I hardly see anything to add, except paying each seat for a full use...

A gestão multicanais da ferramenta é um ponto incrível. Muitas vezes os clientes abrem chamados por canais distintos, porém, o intercom organiza de forma fantástica essa demanda.

Acredito que o alto custo seja o principal ponto negativo.

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

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.

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.

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.

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.

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.

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.

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.

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.