Intercom

Intercom is a great support system tool

Kommentarer: Quickly and simply, I can access the Macros and write/update the articles in the assistance center. Streamlining the process of submitting tickets to the correct division for handling user concerns. It's a time saver for all teams because they can deal with it themselves.

Fördelar:

Streamlining the process of submitting and responding to tickets, and developing automated tools to streamline and simplify our daily lives. I appreciate how simple it is to locate articles and macros to distribute to my clientele. The addition of emoticons and gifs to the discourse is a nice touch, as well.

Nackdelar:

Previous software allowed us to see the customer's input before he sent it. This allowed us to quickly respond to his query by reading it as he was writing it. If only I could keep seeing it.

Really good but expensive

Kommentarer: Good interface, quick search, easy to use for all the team

Fördelar:

Really helpful for chat with lead and customer. Possibility to make series to automate communication. Possibility to send event to customize serie

Nackdelar:

Intercom is really too expensive and each new feature are more and more expansive. We can't use other feature, Intercom is the service with the higer price in our company.

Excellent tool for live chat and customer contact

Kommentarer: It has been great. have been using Intercom for more than 6 years now.

Fördelar:

Its easy to setup, quick learning curve , has good set of features and excellent integrations

Nackdelar:

Learning the administration bit of it is a little tricky

Great product if you don't mind the pay per hit pricing structure.

Kommentarer: Support was very responsive and helpful. The platform itself was great. Unfortunately it just didn't make sense to continue paying a premium for a platform that was so challenging to actually deploy (specifically communication features) due to the pricing structure.

Fördelar:

Great design and easy to use editor in their article creation feature.

Nackdelar:

Pricing structure is very challenging to understand. You were charged extra based on the communication feature used, in some cases based on "all users", and in other cases based on "logged in users". Basically "per hit", but they had two different definitions of what constituted a "hit". Also, they have 3 different "products" of features that are packaged together. In some cases we were permitted to do a "light" version of a package and only get the specific features we wanted while another very desirable feature was packaged into a "product" we didn't need so it became cost prohibitive to add that feature.

Modern customer support platform with strong AI capabilities

Fördelar:

Easy, intuitive UX. Strong AI capabilities.

Nackdelar:

Analytics and reporting can be a bit tricky to navigate.

Intercom for Startups is Awesome

Fördelar:

We were fortunate to be accepted into the Startups program so we are receiving a great discount to leverage all the product has to offer. We originally found Intercom for live chat but it offers so many features that we implemented. We love the tooltips and pop-ups. We love the ability to trigger the chat box when certain events occur. There are so many features that we haven’t had a chance to implement them all, each one that we use had helped our users have a better experience on our platform.

Nackdelar:

Get started was a little difficult and I have had to reach out to Support on a pretty regular basis because I cannot find the answer to my questions in their support center. Their support team is awesome but it can take a day or two to hear from them which is frustrating when you need to get something released quickly.

Great live chat and marketing tool

Kommentarer: Intercom is vital for our sales and customer service teams, we use it to communicate with our customers in real time and through email campaigns.

Fördelar:

It is easy to use, and honestly one of the best tools out there. Intercom has a ton of features that go from a simple chat bubble to interact with your users, to email marketing tools and AI bots. They have a ton of integrations with other services.

Nackdelar:

Many features can be found behind a paywall and their tiers of service and bundles are not very clear.

All in one support tool that can grow with you from early stage startup to established organisation

Kommentarer: Very positive and I would recommend Intercom to any early stage startup to apply for the Startup programme in order to get A LOT of functionality and bang for your buck. We have used Intercom from when it was just 2 [sensitive content hidden] to now a company of 50+ people, you don't need to waste time looking for another tool as it can grow with you.

Fördelar:

The conversation routing bot was extremely easy to set-up and empowered us to streamline and automate our customer service and support processes. Furthermore, the ability to add-on features and functionality, such as WhatsApp integrate, was great to allow us to customize what we needed for our business.

Nackdelar:

Without the startup programme the pricing is quite aggressive with a basic package starting from $74 / month. Therefore, you really need to invest some time to set-up Intercom to add as much value as possible because it is pricey vs alternatives.

Best customer service portal

Fördelar:

Intercom is a reliable portal for customer service.

Nackdelar:

Intercom has nothing to be anxious about it.

Great for customer communication

Fördelar:

Live chat is great with automated messages. Easy to add onto our websites. Its fast and reliable and allows our team to provide real time support.

Nackdelar:

Its on the expensive side and it can be more transparent, but it does seems worth it for the price.

Top of the line customer support solution with lots of features.

Fördelar:

Intercom is super easy to use and doesn't require a lot of training of end users. I like that we can add it to directly to our website so that it's easily accessible by our customers. We also heavily utilize their proactive support features to alert customers to new features and updates, which is very handy. We also use their survey feature and like that it's easy for our customers to answer. Their chat feature is good and we like the automation that you can program to triage customer issues.

Nackdelar:

I wish the ticketing feature was better so that we could more easily communicate tickets to engineering that need additional work and support and tag them to multiple customers. The Jira integration doesn't give enough visibility into what's happening in Jira as well. The reports from surveys also aren't the best/a little difficult to use. It's hard to sometimes see how the feedback we receive on questions corresponds with the score.

Excellent for emails management

Kommentarer: My overall experience is very positive with Intercom and for sure I will keep using it

Fördelar:

I love that I can track all my customers emails from one place and I love that I can see if my customer has seen my email and I can take the correct action after that.

Nackdelar:

customers informed me that emails go to spam. Not sure if thats related because comes form Intercom.

The world of marketing

Kommentarer: One of the best applications that I have used and still like you .For its activity and ease

Fördelar:

It is one of the best applications in terms of ease of use .It contains many features that help customers in marketing

Nackdelar:

It is a distinctive application, but it is one of the expensive applications for small companies

A pricey but extremely competent choice of chat

Kommentarer: Very well! everything from sales calls, onboarding, setup and support have worked very well.

Fördelar:

Integration was easy with webhooks easy accessible. It is also very easy to customize chatflows with many different response options, making it a breeze to set up multiple scenarios. I do also enjoy the customization possible to for example have different chat prompts depending on the webpage a visitor goes to. On the other hand this is sometimes a bit overwhelming - I want to explore more and a customer success manager would be nice to have for this.

Nackdelar:

The price. Honestly, it seems like they try to raise and raise to squeeze a lot of money out of small businesses. Also, their pricing model is pretty difficult to understand, so be aware of all the choices you make during your sales call/order.

Decent software for Customer engagment

Fördelar:

The biggest advantage of Intercom is its wide range of options. With Intercom, you can set up bulk messaging, respond to incoming messages, and create tooltips or product tours. It is a software that meets most of our business needs.

Nackdelar:

Most of the functions seem to be minimal viable products (MVPs) rather than full-fledged features. Specifically, the customer engagement options are either limited or not functioning properly. Additionally, the UI lacks coherence, for instance, the dark mode is only available in the inbox and not in other sections. This inconsistency can be quite frustrating.

an excellent tool for streamlining product onboarding and simplifying the adoption process.

Kommentarer: With Intercom we can onboarding experience and begin crafting new workflows that precisely target the right audience, making it extremely valuable.

Fördelar:

Intercom provides a user-friendly onboarding solution that offers flexibility in promoting our products. It allows us to easily create and test flows, utilize segmentation, and make use of templates for targeting specific landing pages. Setting up flows is straightforward, and Intercom continually evolves to be even more helpful in delivering the right messages for creating additional flows, resulting in a positive user experience.

Nackdelar:

nothing really that I dislike, where Intercom offers a professional service ensuring that everything is done the correct way.

Powerful tool with some limitations

Fördelar:

Intercom really in a very solid and rounded product you can have a really good set up with it when it comes to customer communication and support

Nackdelar:

A bit pricey and they way cost is calculated is a bit counter intuitive for start ups.

Good, with a price could be better

Fördelar:

Very easy to integrate, and easy to use.

Nackdelar:

It is a very expensive tool. If you are a startup is a expense you have to think about.

I recommend everyone to use this

Fördelar:

The most i like about Intercom is its massaging features..😍

Nackdelar:

I dont see any reason to dislike Intercom.according to me this is the best email marketing tool.😍

Easy To Use App - Makes my day easier

Fördelar:

Ease of the UI - I can always quickly find what I need.

Nackdelar:

While the UI is easy to navigate, it does feel a bit dated.

Easy way ro communicate with your customer

Fördelar:

Easy way ro communicate with your customer with a variety of communication tools. Keep a database of all your customers and their conversation history.

Nackdelar:

Having used other software in the same category, I find it a little more difficult to communicate with multiple customers simultaneously by switching from one conveersation to another, but this in no way detracts from the quality of the platform.

One of the best support tools

Fördelar:

- Live chat & Chatbot features to do both support and automations (And the use of AI);- Help / Q&A Forums with all the questions and answers our clients need- Integrations - It has a lot of them, and the most critical one is with Hubspot!

Nackdelar:

It can become a little pricy as you scale and I can see this being a bottleneck for new companies

decent AI chatbot solution

Kommentarer: it's a very robust tool but it requires a good amount of time to set up

Fördelar:

it's a robust chatbot to help us get new clients

Nackdelar:

it took quite a bit of time to setup and the maintenance took some time

Intercom [sensitive content hidden] supports a convicted felon with over $300k

Kommentarer: Was an ok experience but now cancelling due to their support of a convicted felon.

Fördelar:

Some of the day to day people are good and committed to helping customers but the overall company attitude isn't so.

Nackdelar:

The [sensitive content hidden] and executive leadership are creating a hostile culture with their support of trump

Not great for scale

Kommentarer: Intercom works for small scale if you need something in a pinch. Once you start growing, the functionality and the price becomes too much. It worked well for what it was but we had to move away.

Fördelar:

This is a very easy software to deploy, it's as easy as building the messenger and copy and paste the code into Production. The interface is very easy to maneuver with building the Bots including a flow or a tile sequence, the reporting is ok.

Nackdelar:

The reporting could be better, it's hard to translate some of the metrics in Intercom with industry standards. (First response time = Avg Wait, Response Time = Avg Hold, Time to Close = Handle Time). Once you start working with multiple Teams, the reporting gets to be too much. The push of Ai and Resolution Bot isn't great, both of them are still in their infancy and you gotta go custom if you're going to build a Bot. Integrations with other systems - forget about it