Intercom

Intercom

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

4.6/5 (591 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
4.6/5
92% Positive Bewertungen
401
Ausgezeichnet
145
Sehr gut
30
Durchschnitt
5
Gering
10
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
Verified Reviewer
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
Verified Reviewer
Mit Google übersetzen

Small SAS Use

Täglich für Mehr als 1 Jahr genutzt
Bewertet am 26.11.2018
Quelle der Bewertung: Capterra

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.

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote

7.0/10
Sylvina R.
Mit Google übersetzen

Fast and easy

Täglich für Mehr als 1 Jahr genutzt
Bewertet am 8.8.2019
Quelle der Bewertung: Capterra

Vorteile

We used the chat system for our support team and Intercom made is super easy to get going. The chats were like personalized messages and we could set up introductory or absence messages for a duration set up. Automation is great.

Nachteile

No reporting at all. They have reports within the system which is not editable and if you want to download and run your own reports, it is not possible. Makes it difficult to audit.

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote

5.0/10

Intercom Preis

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

Intercom Funktionen

  • A/B-Tests
  • API
  • E-Mail Marketing
  • 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