Intercom

Kunden-Messaging-Plattform für Vertrieb, Marketing und Support, Unterstützung.

Gesamtbewertung

4,5 /5
(937)
Preis-Leistungs-Verhältnis
4,0/5
Funktionen
4,3/5
Bedienkomfort
4,4/5
Kundenbetreuung
4,3/5

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937 Bewertungen

Johanna
Gesamtbewertung
  • Branche: Unternehmensberatung
  • Unternehmensgröße: 2–10 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Weiterempfehlungsquote 8.0 /10

Intercom unterstützt in der täglichen Kommunikation mit Kunden & Lieferanten

Bewertet am 24.9.2022

Vorteile

Durch die Nutzung der Software hat sich unsere Kommunikation mit Kunden und Lieferanten verbessert.

Nachteile

Es gibt mittlerweile so viele neue Integrationen und Weiterentwicklungen, dass man fast zu viele Funktions- und Einstellungsmöglichkeiten hat.

Brandon
Gesamtbewertung
  • Branche: Internet
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 8.0 /10

Intercom is a powerful Customer Support Tool

Bewertet am 30.3.2021

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.

Vorteile

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.

Nachteile

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

In Betracht gezogene Alternativen

Zendesk Suite

Gründe für den Wechsel zu Intercom

Intercom was easy to implement and integrated into Zoho directly by previous developers so was a hard sell to switch out.

Antwort von Intercom Übersetzen auf: Deutsch

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)

Graziela
Gesamtbewertung
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 9.0 /10

Great tool with some improvements needed, but a great ally for support and sales

Bewertet am 3.6.2022

INtercom is very nice, their support, account managers super efficient.
At the same time it has points for improvement from what I've seen from competitors I still prefer the package offered by Intercom

Vorteile

- 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

Nachteile

- 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

In Betracht gezogene Alternativen

Zendesk Suite

Gründe für den Wechsel zu Intercom

I was not in the decision making, I arrived at the company and Intercom was already a hired tool
Sebastian
Gesamtbewertung
  • Branche: Computer-Software
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 7.0 /10

Great tool for direct Customer support

Bewertet am 20.2.2023

Vorteile

Intercom allows us to directly support our users on our platform. The implementation into our own support structure and tools allow us to fastly support our users.

Nachteile

I would like to have a deeper look at my performance data. Having all the relevant data for me for further processing would be a great benefit.

Tasha
Gesamtbewertung
  • Branche: Krankenhausversorgung & Gesundheitswesen
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 0.0 /10

Awful product with terrible support

Bewertet am 25.10.2019

Support was terrible. They often provided 'create something custom through our API' as the solution to most of the inadequacies of the product. They also rarely listen or read the problem correctly and I would spend a bunch of time trying to implement the solution they provided only to find out it didn't meet any of the criteria I provided. You know its bad when a support tool lacks good support!

Vorteile

Admin interface is visually appealing. Widget is not.

Nachteile

Lacks basic/rudimentary functionality. Simple things like auto triggering a message at the company level when specific criteria is met is not possible. Tagging system is not easy to use and lacks basic features. Can't customize inboxes as needed. I felt like you product blog was so delightful that your product would be the same but it felt like you weren't living your word. Nothing was easy on this product.

In Betracht gezogene Alternativen

Zendesk Suite

Warum Intercom gewählt wurde

My CEO didn't like how outdated some of their UI was. However, functionality wise it was far superior to intercom and I regret switching.

Zuvor genutzte Software

UserVoice

Gründe für den Wechsel zu Intercom

Your product blog made it seem like you had solid product principles and thus a solid product. I found that not to be true once I started using it.
Priyansh
Gesamtbewertung
  • Branche: Animation
  • Unternehmensgröße: 2–10 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 8.0 /10

A game-changing communication platform for businesses

Bewertet am 12.1.2023

Overall, it has been a cutting edge communication platform for my small business. It's easy to use, personalisable and provided valuable insights. While it does have some limitations, the benefits it brought to our customer service efforts made it well worth it.

Vorteile

Finding the right communication platform for my team was crucial. After some research, we decided to give Intercom a try, and I'm glad we did! It had some limitations, but the benefits it brought to our team's communication and customer service efforts were undeniable. One of the things that stood out to me was it's ease of use. My team had no trouble getting the hang of the platform, and we were able to quickly start engaging with our customers through various channels like email, chat, and social media. This has made customer service more efficient and responsive. With the use of automations and tags, we were able to segment our customer base and send tailored messages, making the overall experience more personalized and effective. The analytics and reporting in Intercom was fantastic. We could easily track and measure the performance of our customer engagement efforts, and adjust our strategy accordingly.

Nachteile

Something that could be improved is the chatbot functionality. While it is useful, it still has some limitations and it could be more sophisticated. Another major downside is the price is steep for small businesses, $74 a month is a bit pricy for small businesses like mine. We had to be mindful of our budget when using the platform's advanced features. It also has a limited customization options for forms and landing pages. It would be great if we could have more flexibility in customizing the look and feel of our interactions with customers.

Amanda
Gesamtbewertung
  • Branche: Computer-Software
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Wöchentlich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 9.0 /10

Great tool for engaging & converting website visitors

Bewertet am 4.2.2022

Overall no major complaints with Intercom and plan to continue using it for the foreseeable future.

Vorteile

We love how easy it is to engage with our website visitors and help answer questions or direct them to the resources they're looking for. We bring in a good number of leads to the sales team each month from the use of Intercom chat. We really enjoy how you can integrate it with Slack so that you don't always have to keep Intercom open in your browser.

Nachteile

It's kind of annoying how a lot of the features cost a good amount of additional money. And some things aren't super intuitive as far as navigating and what lives where within the platform.

In Betracht gezogene Alternativen

Drift

Gründe für den Wechsel zu Intercom

I can't remember as it was years ago but I think it mostly came down to price
Johann
Gesamtbewertung
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für Kostenlose Testversion genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 9.0 /10

The review

Bewertet am 22.8.2019

You might get lost when diving into these complex feature on your own, but the customer support is there to hold your hand, so don't worry you are supported all way along

Vorteile

The chatbot is a world class. Highly customizable to make sure that you can let the bot handle up to 50% of conversations. Product tours are also the best I have seen

Nachteile

The inbox is quite poor to use for email conversations only. The articles lack for customization options, too.

In Betracht gezogene Alternativen

Kayako

Warum Intercom gewählt wurde

We want to be closer to the customers and create a top class self-service opportunities.

Zuvor genutzte Software

Help Scout

Gründe für den Wechsel zu Intercom

Intercom had way better user interface and more convenient chatbot and product tours
Verifizierter Rezensent
Gesamtbewertung
  • Branche: Marketing & Werbung
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 8.0 /10

Best tool to engage users and get customer feedback

Bewertet am 1.3.2023

Vorteile

Intercom has enabled users to set up the best-automated communication for customers. This improved customer engagement for our website and ultimately resulted in greater sales numbers.

Nachteile

The price point is a little bit high which should be worked upon. Also, for beginners, there is a lot of learning required to set up communications.

John
Gesamtbewertung
  • Branche: Marketing & Werbung
  • Unternehmensgröße: Selbstständig
  • Monatlich für Kostenlose Testversion genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Weiterempfehlungsquote 7.0 /10

A customer messaging platform that allows businesses to engage with their customers in...

Bewertet am 28.2.2023

Intercom Business Messaging is a powerful and user-friendly customer messaging platform. While it may not be the best fit for everyone, it's a great option for businesses looking to engage with their customers in a meaningful way.

Vorteile

very user-friendly and easy to use. It has a clean and intuitive interface that makes it easy to find the tools and features you need. The platform is very flexible, so you can customize it to your specific needs. You can create your own messaging campaigns, automated messages, and chatbots, or use pre-built ones provided by Intercom.

Nachteile

he platform's automation features can be limited. While there are a variety of automated messages that can be sent, businesses may find that the lack of customizable automated workflows or triggers restricts their ability to automate more complex processes.

Bandhavi
Gesamtbewertung
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Monatlich für Kostenlose Testversion genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Bedienkomfort
  • Weiterempfehlungsquote 10.0 /10

User Friendly

Bewertet am 15.2.2023

Vorteile

Used this in a very minimal application but found it helpful

Nachteile

Need more knowledge on how to use this application

Aleksandr
Gesamtbewertung
  • Branche: Computer-Software
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 4.0 /10

Most overrated thing on the market.

Bewertet am 25.4.2021

Try to avoid it or at least not build the critical parts of your busyness on it.
Chat and message history both work fine.
Everything else is a source of endless pain and despair.

Vorteile

Integration with communication sources, say you may set up the email to be shown in chat history as a messages.
Embedded chats with history are quite nice, it has both the messages and notes left by the supporting team members to each other. Chat itself works quite good and overall thing of a good quality. Not quite sure this is their own development, but it doesn't really matter.
Webhooks, these one is a good thing to integrate your decision making software with customer lifecycle events, for example to send email when credit card is about to expire, of when customer purchased something few times.
Actions - automated reactions to customer or lead lifecycle events.
Filtered cogorts are called segments in Intercom, they have their own filtering panel which is similar to one that can be found on other products.

Nachteile

Bugs. They are everywhere. Updates may be lost, updates may be rejected by intercom because of server side exceptions, or mysterious thing called "concurrent updates" when there is just a single update.
They have huge API downtimes which can be traced by Intercom's API 5XX responses but technical support always denies the existence of a problem or downtime.
Technical support is one of the worst supports I have ever seen. They know nothing, they do not want to learn, the problem is always on your side even if it is their server who responses with 5XX status.

Intercom is hugely, fabulously overpriced.
On paper Intercom has a set of importers - they are useless, as there are no transformation or calculated fields. Now imagine you need to import hundred of thousands customer profiles from legacy system. Due to absence of data transformation mechanisms you are unable to import them as is and have to resort to preparation-export steps. The problem is that you can not perform more than 85 API requests per minute.
There was batch API but today it is 1) deprecated and 2) counts the record inside the batch by the same 85/min limit.
Sometimes customer profile may just disappear.
Some of integrations provided by Intercom would not work as they have never been tested.
There is no API call to "archive the segment" despite it was proposed few years ago.
Intercoms offers one of the worst client libraries on the whole github and they reject PR's.

Antwort von Intercom Übersetzen auf: Deutsch

Thanks for leaving us such a thorough and candid review Aleksandr. I'll make sure to send all of this feedback on to the relevant internal teams as we really do use this to inform what we ship.

Kate (Intercom - Customer Engagement)

Verifizierter Rezensent
Gesamtbewertung
  • Branche: Internet
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 6.0 /10

More than a messaging platform

Bewertet am 13.2.2021

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.

Vorteile

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.

Nachteile

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.

In Betracht gezogene Alternativen

Zendesk Suite

Warum Intercom gewählt wurde

Our team needed a more robust messaging platform.

Zuvor genutzte Software

HelpCrunch

Gründe für den Wechsel zu Intercom

While being a bit more expensier than the competition, the overall quality of Intercom's is hard to match.

Antwort von Intercom Übersetzen auf: Deutsch

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)

Verifizierter Rezensent
Gesamtbewertung
  • Branche: Internet
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 9.0 /10

Great customer service tool for internet companies

Bewertet am 21.6.2021

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

Vorteile

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.

Nachteile

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.

Antwort von Intercom Übersetzen auf: Deutsch

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)

Angy
Gesamtbewertung
  • Branche: Finanzdienstleistungen
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 9.0 /10

Intercom a safe option

Bewertet am 30.9.2020

My overall experience with Intercom was very good

Vorteile

The product is easy to use, the live chat idea is still one of the best customer support options.

Nachteile

What I like the least is that it does not have so many options to integrate other work tools to Intercom, for example creating a report in Jira, from the user chat

Antwort von Intercom Übersetzen auf: Deutsch

Thanks for leaving us this review Angy! I'm so happy to hear that your experience with Intercom has been good and that we're helping you support your customers so well.

Thanks also for your feedback regarding our integrations - I know the team is having a discussion about this right now so I'll make sure to get this over to them.

Thanks again,
Kate (Intercom - Customer Engagement)

Nathaniel
Gesamtbewertung
  • Branche: Computer-Software
  • Unternehmensgröße: 2–10 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

The really bridge the gap between customers and our service

Bewertet am 6.8.2019

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.

Vorteile

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).

Nachteile

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.

David
Gesamtbewertung
  • Branche: Computer-Software
  • Unternehmensgröße: 201–500 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

Intercom is The Best chat/support tool available

Bewertet am 22.11.2019

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.

Vorteile

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.

Nachteile

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.

Antwort von Intercom Übersetzen auf: Deutsch

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

Verifizierter Rezensent
Gesamtbewertung
  • Branche: Internet
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

Intercom is a support agent's delight!

Bewertet am 11.8.2022

Fantastic.

Vorteile

Intercom is easy to use and a supremely evolved support tool. It's a must have for early startups as they scale their businesses. Agent's can easily grasp and start using the product. The support articles are my favourite feature.

Nachteile

I didn't like that Intercom does not support WhatsApp templates triggering via system APIs basis user actions.

In Betracht gezogene Alternativen

Freshdesk, Haptik und Zendesk Suite

Warum Intercom gewählt wurde

Yellow.ai was a super unintuitive product.

Gründe für den Wechsel zu Intercom

Cheap and easy to install.
Kate
Gesamtbewertung
  • Branche: Marketing & Werbung
  • Unternehmensgröße: 2–10 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 0.0 /10

One of the main features of the product doesn't work and they don't give a sh*t

Bewertet am 18.2.2021

Bloated features
Not easy to use
Terrible customer support
Don't fix issues and don't seem to even care.
Would NEVER recommend.

Vorteile

We use Intercom to generate leads for our business by engaging with website visitors through live chat.

Nachteile

The ability to ask visitors key information such as name and email address disappeared overnight and Intercom never told their customers this feature had stopped working.
We had to discover it for ourselves, only to be told that they knew there was an issue and it was not a priority to fix. Basically, it was tough luck!
This is after they took ages to get back to our support ticket.
Customer service is terrible and they just don't give two hoots about their customers.
Constantly introducing new features but not actually fixing the main feature that someone would need!
We're looking for an alternative to Intercom and as soon as we find it we will be leaving

Antwort von Intercom Übersetzen auf: Deutsch

Hi Kate, thanks you for leaving us this candid review.

I've looked into your conversation history with the team and can see the bug you experienced is still under investigation as it only seems to be affecting a small number of accounts. I know that's not helpful when you are one of the accounts affected though and understand your frustration. (Update: This bug has now been fixed by our team.)

I can see you have since cancelled your subscription so I want to thank you for being an Intercom customer and wish you and your company lots of success in the future.

Kate (Intercom - Customer Engagement)

Blake
Gesamtbewertung
  • Branche: Computer-Software
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

Very helpful support and customer onboarding tool

Bewertet am 21.2.2020

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

Vorteile

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.

Nachteile

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.

Antwort von Intercom Übersetzen auf: Deutsch

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)

Matthew
Gesamtbewertung
  • Branche: Computer-Software
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Wöchentlich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 8.0 /10

A consolidated place for a lot of our support & customer success needs

Bewertet am 21.5.2021

Overall, Intercom has been very useful to our support team in consolidating systems and enabling us to respond to clients quickly and resolve their issues.

Vorteile

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.

Nachteile

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.

Antwort von Intercom Übersetzen auf: Deutsch

Thanks for taking the time to review Intercom Matthew! It's great to hear that Intercom is helping you consolidate your support systems and speed up resolutions.

I'll make sure to send you feedback regarding our Series product and onboarding/training experience to the relevant teams here as we really do value these insights.

Thanks again,
Kate (Intercom - Customer Engagement)

Verifizierter Rezensent
Gesamtbewertung
  • Branche: Immobilien
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 7.0 /10

Small SAS Use

Bewertet am 26.11.2018

Our main use for intercom is tier 1 chat support. Our users know that this is the fastest way to get ahold of us. In lieu of using a chatbot we've gone in and created a bunch of quick responses that we can go in and edit. This has cut down on the amount of time we spend chatting with a customer and it allows us to control the message that we are sending out across the board.

We've also used campaigns to let our users know of new product releases and have sent out Net Promoter Score Survey's out in a campaign.

I'd like to note that we do not use Intercom as a CRM for leads on enterprise accounts.

Vorteile

Intercom is really easy to set up and importing users into the software is really simple. It's nice to be able to create an online library of help articles and have it available for our users to find. The chat feature is what we use most and our users definitely enjoy how easy it is to reach out to us.

Nachteile

Our customers have a difficult time closing out of conversations or seeing actions on our screen that need to be taken on the right hand of the screen. The chat box will often times cause them to become more frustrated as they need to open and close the chat as we give instructions. The close button is in a circle under the chat, which is a spot that most people don't usually look for.

There are a few customizable things that we'd like to see. Like the ability to create custom out of office messages or include holiday messages to let our users know we're either out of office or responding slowly.

Fernando
Gesamtbewertung
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

Best software for proving support

Bewertet am 30.12.2019

Coundn't be better. Today I cannot imagine our daily support activies without this software.

Vorteile

Its hard to say what I like the most, since are so many great features. Still, I believe the Inbox module is by far the great thing about it, since it allows a direct communication with clients.

Nachteile

A couple of months ago articles sharing was changed on the inbox feature. Now, when you share an article via conversation the client cannot open it on a separate page. This is terrible for most clients, a source of great complain.

Antwort von Intercom Übersetzen auf: Deutsch

Hi Fernando,

Thank you for leaving us this review. It sounds like you're getting real value from the platform, especially the team inbox! Make sure to keep an eye on our Intercom Academy page as we'll be releasing a new course designed specifically for Support Managers in the coming months which I think you might like.

I'll also make sure to pass your feedback regarding Article sharing to the appropriate product team.

Thanks again,
Kate (Intercom - Customer Engagement)

Charlotte
Gesamtbewertung
  • Branche: Computer-Software
  • Unternehmensgröße: 2–10 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

Intercom is everything you need for customer support

Bewertet am 18.7.2019

Vorteile

I love intercom, I think its fab it works as a CRM, customer support centre, integrates with our payment gateways keeping refunds and payment queries in one place. I'm very impressed they've launched product tours think that its going to be a huge feature for them.

Nachteile

I would like intercom to do more in terms of partnerships and working with companies to grow. I recommend intercom to all of our enterprise clients some with 10,000+ users but there is no referral incentive scheme. I have enquired about this a few times and applied for the partnership program but I haven't had a response

In Betracht gezogene Alternativen

Zendesk Suite

Warum Intercom gewählt wurde

I wanted everything managed in one place
Verifizierter Rezensent
Gesamtbewertung
  • Branche: Essen & Trinken
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

Great intuitive software

Bewertet am 28.4.2020

Using this to answer incoming customer inquiries, resolution not, faq, and more

Vorteile

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

Nachteile

Cannot merge tickets like other platforms do. Some reporting could use deeper drill downs and insights

Antwort von Intercom Übersetzen auf: Deutsch

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)