Intercom

Intercom

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

4.5/5 (577 Bewertungen)

Intercom Übersicht

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.

Preis

Beginnt ab
49,00 $/Monat
Preisoptionen
Kostenlose Testversion
Kostenlos
Abonnement
Preis-Leistungs-Verhältnis

Geräte

Unternehmensgröße

K
M
G

Märkte

Kanada, Europa, Vereinigtes Königreich, Vereinigte Staaten von Amerika

Unterstützte Sprachen

Englisch

Intercom Bewertungen

Gesamtbewertung
4.5/5
92% Positive Bewertungen
390
Ausgezeichnet
140
Sehr gut
35
Durchschnitt
5
Gering
7
Schlecht
Nathaniel P.
Mit Google übersetzen

The really bridge the gap between customers and our service

Täglich für Mehr als 2 Jahre genutzt
Bewertet am 6.8.2019
Quelle der Bewertung: Capterra

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.

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote

10.0/10
Liam M.
Mit Google übersetzen

Not Much Competition

Wöchentlich für 6-12 Monate genutzt
Bewertet am 1.8.2019
Quelle der Bewertung: Capterra

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.

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote

10.0/10
Verifizierter Rezensent
Mit Google übersetzen

Lots of Features but Frustrating When Messages Get Lost

Täglich für Mehr als 1 Jahr genutzt
Bewertet am 26.1.2019
Quelle der Bewertung: Capterra

Our team used intercom to support a large team of contractors that would frequently visit our website and work with us on a regular basis. We frequently use the "segment" feature to learn more about our population and to send out messages to certain segments.

We also used a variety of integrations. For example, we used upscope.io so that we could immediately screenshare with any user who was on our website if they sent us a message on intercom that they needed help. The user would get a popup asing if they want to let the administrator view their screen and they just need to click "ok." That's it. It's that easy. Upscope.io integrates directly with intercom.

You can also add Google Calendar to intercom so that intercom users can schedule a call with a teammate directly.

Vorteile

Intercom allows for various quasi-queries, integrations, and outound messasges to your users. This is very helpful and is not available in all of the other customer support platforms that I have used. You can find out information about your customer population. You can send messages to only CERTAIN "segments" of your customer population. You can also integrate with a WIDE variety of other softwares to really up your customer support game.

Nachteile

Intercom does not show all of the user messages together unless you open their profile OR they send their message as a response. So, for example, if a customer sends you a message, then 10 minutes later they create a new chat and send a new message, those messages are not linked togather unless you open their profile. I have had the experience of different agents answering the two messages or of answering one message only to see that the same user had sent a correction to their message. This is very frustrating.

It can also be difficult for users to locate the knowledge base which leads to more inbound messages. Intercom is trying to solve this by bot responses, but this is something you may have to pay for.

Verteilung der Bewertung

Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote

7.0/10
Jennie Z.
Mit Google übersetzen

A Great Lead Capture

Täglich für 6-12 Monate genutzt
Bewertet am 15.10.2019
Quelle der Bewertung: Capterra

Makes customer communication and customer acquisition easier. I wish the chat flows were more advanced and customizable. There was definitely a learning curve with the chat flows. Also, I don't believe I can export contact information with my leads.

Vorteile

-Capturing emails and names
-Integrating to Hubspot and other software for easy lead closure
-Creating chat flows allows us to communicate to customers faster and saves us time

Nachteile

-Would like to combine actions on Intercom
-Hubspot Integration is not perfect; would like to have specific field matching
-Chat flow capabilities are limited

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote

9.0/10
Kyle T.
Mit Google übersetzen

Adds Much More Value Than You Realise

Wöchentlich für Mehr als 2 Jahre genutzt
Bewertet am 29.8.2019
Quelle der Bewertung: Capterra

While the price tag for Intercom is not small, especially for startups launching their first mobile app versions, it has consistently proven to be one of the most valuable assets for teams in terms of user support, communication & out-of-the-box development readiness.

Vorteile

The in-app chat feature (with its cross-platform support for React Native and Ionic) is absolutely the biggest differentiator for Intercom. It is a critical part of our day-to-day operations & every client that has gone the route of implementing it with us has been hugely surprised by the large amount of value it adds to end users.

Nachteile

We are facing ongoing complications differentiating identified and unidentified users. The experimental API available for Android seemed to be heading in the right direction to solve this, but we haven't seen updates on the stub implementation for iOS in over a year (https://github.com/intercom/intercom-ios/blob/master/Intercom.framework/Headers/Intercom%2BExperimental.h).

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote

9.0/10

Intercom Preis

Beginnt ab
49,00 $/Monat
Preisoptionen
Kostenlose Testversion
Kostenlos
Abonnement
Preis-Leistungs-Verhältnis

Intercom Funktionen

  • A/B-Tests
  • API
  • E-Mail-Marketing-Management
  • Engagement-Analytik
  • Integration von Dritten
  • Social-Media-Integration

  • Aktivitäts-Dashboard
  • Anpassbare Vorlagen
  • Automatische Benachrichtigungen
  • Berichterstattung und Statistik
  • Content-Management
  • Daten-Import / -Export
  • Drag-and-Drop-Oberfläche
  • Echtzeit-Analytik
  • Echtzeit-Daten
  • Kampagnenanalyse
  • Kampagnenmanagement
  • Kundenspezifisches Branding
  • Multichannel-Marketing
  • Überwachung

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: 49,00 $/Monat

Preismodell: Kostenlos, Abonnement

Kostenlose Testversion: Verfügbar

F. Was sind die Hauptfunktionen von Intercom?

Wir haben keine Informationen über die Funktionen von Intercom

F. Wer sind die typischen Nutzer von Intercom?

Intercom hat die folgenden typischen Kunden:

Mittlere Unternehmen, Kleine Unternehmen

F: Welche Sprachen werden von Intercom unterstützt?

Intercom unterstützt die folgenden Sprachen:

Englisch

F. Welche Preispläne bietet Intercom an?

Intercom hat folgende Preismodelle:

Kostenlos, Abonnement

F. Unterstützt Intercom mobile Geräte?

Intercom unterstützt die folgenden Geräte:

Android, iPhone, iPad

F. Mit welchen anderen Applikationen integriert Intercom?

Intercom kann in folgende Anwendungen integriert werden:

Bitium, Campaign Monitor, ChurnSpotter, Driftrock, Klipfolio, PARIM, Slack, Stripe, Zapier, Zendesk

F. Welche Varianten der Kundenbetreuung bietet Intercom an?

Intercom bietet folgende Optionen für Kundensupport:

Häufig gestellte Fragen, Forum, Wissensdatenbank, Online-Support, Telefon-Support