Intercom

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

Über Intercom

Intercom ist eine Kundenkommunikationsplattform mit einer Suite integrierter Produkte für jedes Team – einschließlich Vertrieb, Marketing, Produkt und Support. Produkte von Intercom ermöglichen die gezielte Kommunikation mit Kunden auf deiner Website, in deinen Web- und mobilen Anwendungen sowie per E-Mail.

Dies steht im Gegensatz zu der alten Art und Weise, in der ein Unternehmen ein Gewirr von Punktlösungen verwendet, wie Marketingautomatisierung oder Helpdesk-Produkte, wobei jedes Team in einem Silo arbeitet. Dies macht es für Teams schwierig, zusammenzuarbeiten und auf demselben Stand zu sein, was zu einem unzusammenhängenden und sehr unpersönlichen Erlebnis für den Kunden führt.

Intercom hat weltweit 17.000 zahlende Kunden, von Startups wie General Assembly, ZenPayroll und Invision bis zu öffentlichen Unternehmen wie Ancestry.com, New Relic und Shopify.

Preisoptionen ab:

38,00 $/Monat

  • Gratis Testen
  • Abonnement

Geräte

Unternehmensgröße

K M G

Märkte

Australien, Kanada, Deutschland, Vereinigtes Königreich, Vereinigte Staaten

Unterstützte Sprachen

Arabisch, Chinesisch, Chinesisch (traditionell), Deutsch, Dänisch und 17 weitere , Englisch, Finnisch, Französisch, Hebräisch, Indonesisch, Italienisch, Japanisch, Koreanisch, Niederländisch, Norwegisch, Portugiesisch, Russisch, Schwedisch, Spanisch, Tschechisch, Türkisch, Ungarisch

Preisoptionen ab:

38,00 $/Monat

  • Gratis Testen
  • Abonnement

Bilder

Manage and respond to all conversations from a shared team inbox with notes and live customer profiles
Segment customers in order to target the right groups of people with the right messaging, at the right time
A/B test messages to continually improve performance
Announce new features and products with targeted emails to users
View team performance and plan ahead with Intercom reports
Modern Messenger
Send auto-messages to website visitors
Save commonly used replies
Suggested Articles
Smarter Knowledge Base
Smart campaigns for marketing automation
12 weitere anzeigen
Videos zu Intercom Intercom Screenshot: Manage and respond to all conversations from a shared team inbox with notes and live customer profiles Intercom Screenshot: Segment customers in order to target the right groups of people with the right messaging, at the right time Intercom Screenshot: A/B test messages to continually improve performance Intercom Screenshot: Announce new features and products with targeted emails to users Intercom Screenshot: View team performance and plan ahead with Intercom reports Intercom Screenshot: Modern Messenger Intercom Screenshot: Send auto-messages to website visitors Intercom Screenshot: Save commonly used replies Intercom Screenshot: Suggested Articles Intercom Screenshot: Smarter Knowledge Base Intercom Screenshot: Smart campaigns for marketing automation

Funktionen

Gesamtzahl der Funktionen von Intercom: 86

  • @mentions
  • A/B-Tests
  • API
  • Abonnenten-Management
  • Aktivitäts-Verfolgung
  • Analytik / ROI-Verfolgung
  • Anpassbare CTAs
  • Anpassbare Felder
  • Automatische Antworten
  • Befragungs-/Umfragemanagement
  • Berichterstattung / Analyse
  • Besuchermanagement
  • Bildschirm teilen
  • CAN SPAM-Compliance
  • CRM
  • Chat / Messaging
  • Daten-Import / -Export
  • Drip-Kampagnen
  • Drittanbieter-Integration
  • Dynamische Inhalte
  • E-Commerce-Management
  • E-Mail Marketing
  • E-Mail-Antworten-Kontrolle
  • E-Mail-Management
  • Echtzeit-Benachrichtigungen
  • Echtzeit-Chat für Kunden
  • Email-Kampagnen-Management
  • Engagement-Analytik
  • Ereignisgesteuerte Aktionen
  • Etikettierung
  • Filesharing
  • Geotargeting
  • Hilfe Desk-Management
  • Inbox-Management
  • Kampagnenmanagement
  • Katalogisierung / Kategorisierung
  • Kontakt-Datenbank
  • Kontaktmanagement
  • Konversionsraten-Optimierung
  • Kundenbefragungen
  • Kundendatenbank
  • Kundendienst-Analyse
  • Kundensegmentierung
  • Kundenspezifisches Branding
  • Lead Segmentierung
  • Lead-Datenbank-Integration
  • Lead-Erfassung
  • Lead-Pflege
  • Lead-Qualifizierung
  • Lead-Verifizierung/-Validierung
  • Leadmanagement
  • Leistungskennzahlen
  • Listen-Management
  • Live-Chat
  • Marketing-Automatisierung
  • Mitarbeiterprofile
  • Mobil-ootimierte E-Mails
  • Mobiler Zugriff
  • Multi-Channel-Kommunikation
  • Multichannel-Marketing
  • Personalisierung
  • Planungs-Tools
  • Proaktiver Chat
  • Push-Benachrichtigungen
  • Rollen-basierte Genehmigung
  • Segmentierung
  • Self-Service Portal
  • Social-Media-Integration
  • Spam-Blockierung
  • Suchen / filtern
  • Terminverwaltung
  • Transfer / Weiterleitung
  • Transkripte / Chatverlauf
  • Umfragen & Feedback
  • Virtueller Assistent
  • Vorformulierte Antworten
  • Vorlagen-Management
  • WYSIWYG-Editor
  • Warnungen / Eskalation
  • Warteschlangenmanagement
  • Webseitenintegration
  • Websitebesucher-Nachverfolgung
  • Werkzeuge zur Zusammenarbeit
  • Wissensbasis-Management
  • Workflow-Management
  • Zugriffskontrollen/Berechtigungen

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Nutzerbewertungen

Gesamtbewertung

4,5 /5
(761)
Preis-Leistungs-Verhältnis
4/5
Funktionen
4,3/5
Bedienkomfort
4,4/5
Kundenbetreuung
4,3/5

Hast du Intercom bereits?

Andere Softwarekäufer brauchen deine Hilfe! Produktbewertungen helfen uns allen, die richtigen Entscheidungen zu treffen.

Eine Bewertung schreiben
5 von 761 Bewertungen angezeigt
Liam M.
Gesamtbewertung
  • Branche: Computer-Software
  • Untern. Größe: 11-50 Mitarbeiter
  • Wöchentlich für 6-12 Monate genutzt
  • Quelle der Bewertung

Gesamtbewertung

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

Not Much Competition

Bewertet am 1.8.2019

Everything has been fantastic from the Customer Success-led implementation process to it being...

Everything has been fantastic from the Customer Success-led implementation process to it being deployed to our users. Multiple compliments on the feasibility of use since purchasing.

Vorteile

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.

Nachteile

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.

Verifizierter Rezensent
Gesamtbewertung
  • Branche: Computer-Software
  • Untern. Größe: 51-200 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

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

Engagement with Customers is Great!

Bewertet am 25.2.2021

It is an easy choice if you want to create unique, engaging customer journeys! It also connects to...

It is an easy choice if you want to create unique, engaging customer journeys! It also connects to many other tools, so it's a great addition to any software stack.

Vorteile

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!

Nachteile

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.

Antwort von Intercom

Thanks for taking the time to leave us this review and let us know how Intercom is helping you create unique, engaging customer journeys as well as integrate so well with your existing etch stack :)

Thanks for your feedback regarding our support response times. These vary based on the urgency of the issue as well as plan, but we always aim to get back as soon as possible. I'll make sure to pass this feedback on to our team here.

Thanks again,
Kate (Intercom - Customer Engagement)

Verifizierter Rezensent
Gesamtbewertung
  • Branche: Rundfunk
  • Untern. Größe: 51-200 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

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

My favourite support tool

Bewertet am 15.3.2021

Only good experience overall
Great support team
Price could be better

Only good experience overall
Great support team
Price could be better

Vorteile

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

Nachteile

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

Antwort von Intercom

Thanks for letting us know that Intercom is you favorite support tool and we're helping you deliver such a good user experience.

I appreciate your feedback on our pricing, Articles feature and ad block issues. I'll make sure these get back to the right people here.

Thanks again,
Kate (Intercom - Customer Engagement)

Susanna N.
Gesamtbewertung
  • Branche: Krankenhausversorgung & Gesundheitswesen
  • Untern. Größe: 11-50 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

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

Unreponsive and caused a severe service disruption

Bewertet am 2.12.2020

When COVID hit, we were evaluating our software solutions and inquired about switching from an...

When COVID hit, we were evaluating our software solutions and inquired about switching from an annual contract to month-to-month. We asked what the changes to our pricing and feature suite would be if we moved forward with that change. We didn't get a response. Instead I received an automated email from their [SENSITIVE CONTENT HIDDEN] that our contract was cancelled effective [SENSITIVE CONTENT HIDDEN]. We reached out and for several days, did not get a response. On September 17th, our service was completely halted in the middle of the workday. Our team was unable to respond to any customer tickets for the remainder of the day. When we finally did get a hold of someone, they told us they were switching us to month to month, just as we had asked. We were told that was a completely different business platform and required a transition. None of this was communicated to us prior to the (entirely preventable) service outage, and again, we were just inquiring about the options should we choose to switch. We lost our settings as well as a previously agreed upon pricing discount built into our contract when they made this change.

A manager was brought onto the phone and we were told they would get back to us with a concession because of the severe service disruption. We were never contacted again, until today when I was sent an email stating that they will not offer any concessions and they are sad to see us go, but that my Relationship Manager [SENSITIVE CONTENT HIDDEN], will no longer be available to me starting next week.

Vorteile

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

Nachteile

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.

Antwort von Intercom

Hi Susanna,

I'm sorry to hear about your experience with Intercom - this is certainly not how we want our customers to feel.

I've taken a look through your account and can see there's an opportunity for us to more clearly communicate the necessary steps when changing billing models so you don't miss any steps. This is something that we're working on at the moment so I assure that your feedback will not go unheard. We never want an Intercom user to loose access to our tools as we recognize businesses rely on our services.

Our Relationship Managers work exclusively with customers on annual contracts so as you will be moving to a monthly model you will no longer have access to that team, however you will still have access to to our support team via the messenger. I do want to recognize that response times in previous months have not been where we'd like but we've made changes and are back on track now.

Thanks again for this post,
Kate (Intercom - Customer Engagement)

Verifizierter Rezensent
Gesamtbewertung
  • Branche: Internet
  • Untern. Größe: 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...

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.

Antwort von Intercom

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)

5 von 761 Bewertungen angezeigt Alle Bewertungen

Intercom Häufig gestellte Fragen

Weiter unter folgen häufig gestellte Fragen über Intercom.

Intercom bietet folgende Kostenpläne an:

  • Beginnt ab: 38,00 $/Monat
  • Preismodell: Abonnement
  • Gratis Testen: Verfügbar

Wir haben keine Informationen über die Funktionen von Intercom

Intercom hat die folgenden typischen Kunden:

Selbstständig, 2-10, 11-50, 51-200, 201-500, 501-1.000, 1.001+

Intercom unterstützt die folgenden Sprachen:

Arabisch, Chinesisch, Chinesisch (traditionell), Deutsch, Dänisch, Englisch, Finnisch, Französisch, Hebräisch, Indonesisch, Italienisch, Japanisch, Koreanisch, Niederländisch, Norwegisch, Portugiesisch, Russisch, Schwedisch, Spanisch, Tschechisch, Türkisch, Ungarisch

Intercom unterstützt die folgenden Geräte:

Android (mobil), iPhone (mobil), iPad (mobil)

Intercom kann in folgende Anwendungen integriert werden:

Aircall, AskNicely, Automate.io, ChargeDesk, CloudApp, DataHero, Driftrock, Droplr, Facebook, Front, Geckoboard, GitHub, Grow, HipChat, Landingi, LeadsBridge, Mailchimp, Marketo Engage, Microsoft Teams, Mixpanel, Notion, PieSync, Privy, Salesforce Sales Cloud, SatisMeter, Segment, Shopify, Slack, Stamplay, Statuspage, Stripe, Survicate, Toky, Tray.io, Trello, Twitter, Wistia, Woopra, WordPress, Zapier, Zendesk

Intercom bietet folgende Optionen für Kundensupport:

E-Mail/Helpdesk, FAQ/Forum, Wissensdatenbank, Chat

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