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937 Bewertungen
- 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.

- 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 SuiteGründe 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)
- 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 SuiteGründe für den Wechsel zu Intercom
I was not in the decision making, I arrived at the company and Intercom was already a hired tool- 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.
- 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 SuiteWarum 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
UserVoiceGründe 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.
- Branche: Animation
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für 6-12 Monate genutzt
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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.
- 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
DriftGründe für den Wechsel zu Intercom
I can't remember as it was years ago but I think it mostly came down to price
- 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
KayakoWarum Intercom gewählt wurde
We want to be closer to the customers and create a top class self-service opportunities.Zuvor genutzte Software
Help ScoutGründe für den Wechsel zu Intercom
Intercom had way better user interface and more convenient chatbot and product tours- Branche: Marketing & Werbung
- Unternehmensgröße: 501–1.000 Mitarbeiter
- Täglich für 6-12 Monate genutzt
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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.
- 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.
- 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
- 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)
- 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 SuiteWarum Intercom gewählt wurde
Our team needed a more robust messaging platform.Zuvor genutzte Software
HelpCrunchGründe 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)
- 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)
- 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)

- 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.
- 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!
- 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.
Warum Intercom gewählt wurde
Yellow.ai was a super unintuitive product.Gründe für den Wechsel zu Intercom
Cheap and easy to install.- 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)

- 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)
- 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)
- 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.
- 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)
- 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 SuiteWarum Intercom gewählt wurde
I wanted everything managed in one place- 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)