Avis clients sur Intercom

-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

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

The knowledge center and live chat features were the most used features at our software company. These features were used regularly and automations within intercom helped serve clients efficiently.

Lacks in reporting and knowledge base customization compared to ZenDesk. Innovation in new features can be slow at times.

I haven’t used it much but yeah if you are new into the business and want to start with initial CRM, this one is preferably good

Needs much more improvisation in terms of features like market insights, ICP, lead generation.

Like the way the conversations has taken life, very futuristic. Surely a great easy tool to get the job done. Efficient and easy to use.

When compared to a tool like Zendesk, have felt sometimes that the tool lacks some depth in features but that has not hampered my user experience as there are workarounds that I can do.

The chatbot is a world class. Highly customizable to make sure that you can let the bot handle up to 50% of conversations. Product tours are also the best I have seen

The inbox is quite poor to use for email conversations only. The articles lack for customization options, too.

- Chatbots in code
- User-friendly when it comes to aesthetics
- Fast and efficient support
- It has a learning track which makes it easy for new developers

- Data analysis within the platform is quite poor, which brings the need to cross-check with other tools
- Exporting data results in lack of standardization
- Lack of governance to access team settings like macros, for example

Its a good software i like all the funcionalities that it has

I dont like that its difficult to learn hot to use it

Intercom is extremely easy to use. I would recommend it for companies that need live chat but are not already using it.

No problems since I started using it but what I remember most is its simplicity and ease of use.

I love the chat history, file sharing and the reporting They make my work really easier

The mobile access needs more work cause it can be stressful sometimes

All the customer engagement features are here like live chat, chatbot etc.

Pricing is on higher side, rest all is good.

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

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

A powerful platform that allows to view your customers session and meta data, instantly send targeted messages and set up email/in-app messaging campaigns, create help desk articles for self-service, automate workflows with bots and rules, onboard your application

The increase of features and modules have brought the complexity of the software up. It's easy to get up and running (require 1 line of code), but the road to fully adopting the suite of tools is long.

I love the fact that I can use Intercom to manage every interface with leads and my customers. From collecting their data, to monitoring sessions and getting some insights on actions with event-triggered email marketing. I also love the easy integration with Slack and the multiple integrations I can implement with other software like Calendly, Google Calendar etc. It's one robust software!

It could feel like a handful when setting up and you are going to need an engineer to help with some stuff. Other than that, Intercom is bliss for managing, nurturing and supercharging your customer interactions.

I would not have written a positive review about Intercom 12 months ago. There were too many small grievances with the individual features that were all building up.

Recently the platform has matured enormously. It feels like the team at intercom has come into it's stride. New features like Series, Guides ect and most importantly - how they all work together - has made it a much better experience.

Currently my 2 biggest gripes are cost and customer services. I do think for a scale-up the price gets very steep very quickly.

The customer support thing is more annoying - a core part of Intercoms offering is instant-chat. I remember 2 years ago their own instant chat was really great - now it can take a long time for a response to come in.

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.

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.

What I like most about Intercom is how easy it is to jump in and begin assisting users with their questions and requests. It's been an invaluable tool for communicating with our users (both clients and developers) on Codeable and we've been relying on it 365 days a year for 5+ years straight. There are so many new features they keep releasing which are often things we didn't realize we need until we tried them and discovered we can't live with them.

For the size of our support team and number of messages we send, Intercom is one of the more expensive SaaS products we use. There are other services that may manage a support center better, but those don't provide the same quality of live chat, self-serving help center, or messenger bots that Intercom provides. While cost is a consideration for all companies, we feel Intercom is still the best value for the money and are happy paying the price for all the value it brings us.

The product once you get past the setting up and figure out everything on your own, is great and meets our needs. It's easy to chat with leads and customer and easy to install on any websites.

Onboarding was a nightmare. Their help center is not all that helpful. You can only chat with customer service via the chatbot. It takes them 8 hours to over a day to respond back, if you're lucky (which is quite ironic for selling a chatbot product but they have zero urgency on their own). Everything costs extra, every feature is priced separately.

I particularly like Intercom's Inbox module. It supplies our support team with most of the tools they need to help our clients quickly, and share context with other team members.

The chat experience is top notch both internally for our team and for our clients.

Intercom's reporting is informative, specifically for tracking response times segmented by chat or email, or both.

Intercom's Articles feature for help docs helps us consolidate tools even more and makes it really easy to forward relevant articles to our clients quickly, while maintaining a consistent brand feel.

Intercom's campaigns (now Series) feature can be tricky to set up. Specifically, the sending logic can be confusing and is prone to accidents in our experience (i.e. accidentally sending to the wrong audience).

Messages inside of campaigns/series don't always seem to get sent out when they should. This means that some of our clients don't get messages at the right time (i.e. they get a welcome email 2 days after they sign up instead of immediately after signing up).

For new team members, Intercom has proven to be a little difficult to learn fully.

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.

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.

It is great to have the ability to do so many things within one app: chat with our customers, write help articles, link help articles to our customers, send out messages to groups of people, easily find previous conversations, and create reports to monitor our progress. Intercom has really made our support workflow simple and much less confusing than other software tools we have used. They also integrate with a number of different tools (GitHub, ZenDesk, Upscope co-browsing, etc.) so anything that Intercom can't directly do, we can find a way to do through an integration.

The Customer Support response times from Intercom are a bit long, but the team is always helpful and resolves any questions we have. I also wish the Articles were a little more built out - they just have some simple feature there, and it would be nice to have a more robust help center with the flexibility to format our articles the way we want and organize the collections differently.

I love intercom, I think its fab it works as a CRM, customer support centre, integrates with our payment gateways keeping refunds and payment queries in one place. I'm very impressed they've launched product tours think that its going to be a huge feature for them.

I would like intercom to do more in terms of partnerships and working with companies to grow. I recommend intercom to all of our enterprise clients some with 10,000+ users but there is no referral incentive scheme. I have enquired about this a few times and applied for the partnership program but I haven't had a response

Wе must sау thаt Intеrсоm саn rеаllу bоаst оf thеіr mеаns fоr соmmunісаtіng wіth vіsіtоrs: thеу аrе vаrіеd аnd еquаllу sресіаlіzеd аnd еаsу аt thе sаmе tіmе. In аddіtіоn tо thеsе mеаns, Intеrсоm рrоvіdеs us wіth tооls fоr аnаlуzіng сustоmеr іntеrасtіоn wіth а wеbsіtе оr а sеrvісе. Fоr еxаmрlе, wе саn usе thіs dаtа tо sеgmеnt thе dаtаbаsе оf е-mаіl subsсrіbеrs. Brоаdlу sреаkіng, Intеrсоm fосusеs оn suсh аn аsресt аs реrsоnаlіzіng thе соmmunісаtіоn bеtwееn thе sеllеr аnd thе сustоmеr. Wе lіkе thаt thіs sеrvісе sаvеs thе mеssаgе hіstоrу wіth аnу сustоmеr, аnd duе tо thіs, іt іs еаsу tо соntіnuе thе соnvеrsаtіоn frоm thе mоmеnt whеrе іt stорреd аt thе рrеvіоus соmmunісаtіоn sеssіоn.

Tо bе hоnеst, іt іs а humаn nаturе tо gеt mоrе thаn thеу асhіеvе. And wе thіnk Intеrсоm іs suсh а саsе. Wе mеаn thаt еvеn thоugh Intеrсоm’s funсtіоnіng іs bеуоnd thе рrаіsеs, thеrе іs а fееlіng tо gеt mоrе аnd mоrе аdvаnсеd funсtіоnаlіtу bесаusе thе сurrеnt оnе dоеsn’t sееm tо bе thе оnlу lіmіt fоr thе vеndоr, nаmеlу thеіr skу оf орроrtunіtіеs. Fоr іnstаnсе, wе wоuld lіkе tо hаvе bеttеr іntеgrаtіоn сараbіlіtіеs. Bеsіdеs, іt wоuld bе bеttеr tо hаvе mоrе suрроrt аnd іmрrоvеmеnts bеіng mаdе uроn thе sеrvісе’s mаrkеtіng funсtіоns.

This software is easy to use and navigate. The support has been quick to respond and very helpful. They utilize all the tools and resources available to you and really embrace their own technology.

Intercom has helped to create more of a conversational-based outlook for our success team.

This software's statistic-tracking is severely lacking. I'd give this a 0 for any crucial numbers you are looking for, time to resolution (you can't track ongoing conversations), tags are conversation based and pull the entire thread, not the moment the tag happened, and countless others. You will spend more time compiling your stats if you use Intercom's system and need to track valid numbers.

Great support team, constant improvements, easy communication with users and tracking over time, nice segmentation of customer base, great integrations for software teams

Hard to understand the differentiation between their product lines

We absolutely love Intercom! Our entire business runs through intercom, from customer support to converting leads. We house all of our funnel related customer data in Intercom to provide an amazing customer experience.

There is not much bad to say. I would like for Intercom to improve the outbound communication campaign feature set to be more like email marketing automation tools.