Intercom
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.
Geräte
Unternehmensgröße
Märkte
Unterstützte Sprachen
Bilder
Funktionen
Gesamtzahl der Funktionen von Intercom: 79
- @mentions
- AB-Tests
- API
- Abonnenten-Management
- Aktivitäts-Verfolgung
- Analytik / ROI-Verfolgung
- Anpassbare CTAs
- Anpassbare Felder
- Automatische Antworten
- Befragungs-/Umfragemanagement
- Berichterstattung / Analyse
- Bildschirm teilen
- CAN SPAM-Compliance
- CRM
- Chat / Messaging
- Daten-Import / -Export
- Drip-Kampagnen
- Drittanbieter-Integration
- Dynamische Inhalte
- E-Mail Marketing
- E-Mail-Management
- Echtzeit-Benachrichtigungen
- Echtzeit-Chat für Kunden
- Email-Kampagnen-Management
- Engagement-Tracking
- Ereignisgesteuerte Aktionen
- Etikettierung
- Filesharing
- Geotargeting
- Hilfe Desk-Management
- Inbox-Management
- Kampagnenmanagement
- 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
- Leistungskennzahlen
- Listen-Management
- Live-Chat
- Marketing-Automatisierung
- Mobil-ootimierte E-Mails
- Mobiler Zugriff
- Multi-Channel-Kommunikation
- Multichannel-Marketing
- Planungs-Tools
- Proaktiver Chat
- Rollen-basierte Genehmigung
- Segmentierung
- Self-Service Portal
- Social-Media-Integration
- Spam-Blockierung
- Suchen / filtern
- Terminverwaltung
- Transfer / Weiterleitung
- Transkripte / Chatverlauf
- Umfragen & Feedback
- Verfolgung von Interaktionen
- Virtueller Assistent
- Vorformulierte Antworten
- Vorlagen-Management
- WYSIWYG-Editor
- Warnungen / Eskalation
- Warteschlangenmanagement
- Webseitenintegration
- Websitebesucher-Nachverfolgung
- Werkzeuge zur Zusammenarbeit
- Wissensbasis-Management
- Workflow-Management
- Zugriffskontrollen / Berechtigungen
Alternativen
User.com
EngageBay
Agile CRM
Drift
Nutzerbewertungen
Hast du Intercom bereits?
Andere Softwarekäufer brauchen deine Hilfe! Produktbewertungen helfen uns allen, die richtigen Entscheidungen zu treffen.
Eine Bewertung schreiben
- 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.
Warum Intercom gewählt wurde
Overall compatibility with scaling of the company and support infrastructure. Not enough functionality to grow out an effective customer knowledge base that's as simple to approach for customers and internal content builders alike.Zuvor genutzte Software
ConfluenceGründe für den Wechsel zu Intercom
The overall growth of the company and product over the past few years and the speed in which they've been able to push out updates and new features shows a lot of promise over their competitors. Honestly, the user experience that we had been encountering when coming upon sites and companies that were using Intercom was so positive that it was hard to not want to give that same experience to our users.- 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.
In Betracht gezogene Alternativen
ZendeskGründe für den Wechsel zu Intercom
At the time, I believe Intercom had been around a bit longer, so offered features outside of just the support desk functionality.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)
- Branche: Computer-Software
- Untern. Größe: 5.001-10.000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 10.0 /10
Excellent option for live chat!
Bewertet am 24.8.2021
Intercom was great to use for day to day work. I wouldn't hesitate to recommend it to someone...
Intercom was great to use for day to day work. I wouldn't hesitate to recommend it to someone looking for chat software.
Vorteile
The interface of this software is extremely clean and easy to use. It's very easy to keep track of all of the different chats you're currently handling and to see who is waiting in the queue.
Nachteile
Honestly there isn't much that I didn't like. The reporting wasn't quite as robust as it could have been, but that was my only qualm.
Antwort von Intercom
Thanks for taking the time to leave Intercom a review, Tyler!
I love the interface too so always like hearing customers feel the same. It's great to hear that Intercom is allowing you track your customers better and know who is a priority in your queue in terms of SLAs.
Thanks for your feedback around reporting, we are always looking for ways to improve and reporting is something that we are constantly evolving. We have some exciting stuff coming down the line which I hope you will be pleased about!
Thanks,
Eabha (Customer Engagement)
- 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)
- Branche: Informationstechnologie & -dienste
- Untern. Größe: 11-50 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 3.0 /10
De lo mejor a nivel producto, pero con una atención al cliente nefasta
Bewertet am 23.7.2021
Vorteile
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.
Nachteile
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
Antwort von Intercom
Thanks for taking the time to leave us a review Hector. I appreciate all the feedback around our products and it's good to see you are using a varied amount of them.
I'm sorry that our customer service has let you down. We had a few weeks recently where our customer service was not where we wanted it to be. We have implemented new processes to help improve this and hope that the next time you need customer service, you will find it better.
Thanks,
Eabha (Customer Engagement)
Intercom Häufig gestellte Fragen
Weiter unter folgen häufig gestellte Fragen über Intercom.F. Welche Preispläne bietet Intercom an?
Intercom bietet folgende Kostenpläne an:
- Beginnt ab: 38,00 $/Monat
- Preismodell: Abonnement
- Gratis Testen: Verfügbar
F. Wer sind die typischen Nutzer von Intercom?
Intercom hat die folgenden typischen Kunden:
Selbstständig, 2-10, 11-50, 51-200, 201-500, 501-1.000, 1.001+
F: Welche Sprachen werden von Intercom unterstützt?
Intercom unterstützt die folgenden Sprachen:
Arabisch, Chinesisch, Deutsch, Dänisch, Englisch, Finnisch, Französisch, Hebräisch, Indonesisch, Italienisch, Japanisch, Koreanisch, Niederländisch, Norwegisch, Portugiesisch, Russisch, Schwedisch, Spanisch, Tschechisch, Türkisch, Ungarisch, zh-hant
F. Unterstützt Intercom mobile Geräte?
Intercom unterstützt die folgenden Geräte:
Android (mobil), iPhone (mobil), iPad (mobil)
F. Mit welchen anderen Applikationen integriert Intercom?
Intercom kann in folgende Anwendungen integriert werden:
Aircall, AskNicely, Automate.io, ChargeDesk, CloudApp, DataHero, Driftrock, Droplr, Facebook for Business, Front, Geckoboard, GitHub, Grow, HipChat, Landingi, LeadsBridge, Mailchimp, Marketo Engage, Microsoft Teams, Mixpanel, Notion, Operations Hub, Privy, Salesforce Sales Cloud, SatisMeter, Segment, Shopify, Slack, Stamplay, Statuspage, Stripe, Survicate, Toky, Tray.io, Trello, Twitter, Wistia, Woopra, WordPress, Zapier, Zendesk
F. Welche Varianten der Kundenbetreuung bietet Intercom an?
Intercom bietet folgende Optionen für Kundensupport:
E-Mail/Helpdesk, FAQ/Forum, Wissensdatenbank, Chat
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