
Intercom
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Avis clients sur 905

- Secteur d'activité: Internet
- Taille de l'entreprise: 2-10 employés
- Logiciel utilisé tous les jours pendant 6 à 12 mois
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 9.0 /10
A Great Lead Capture
Publié le 15/10/2019
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.
Avantages
-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
Inconvénients
-Would like to combine actions on Intercom
-Hubspot Integration is not perfect; would like to have specific field matching
-Chat flow capabilities are limited
Pourquoi choisir Intercom
We were on a free plan with LiveChat for a year because we were part of an Incubator. When the year ended, we wanted to consider other options. Intercom gave us a startup plan, so it ended up being cheaper than LiveChat.Logiciel antérieur
LiveChatPourquoi passer à Intercom
Intercom was recommended to us from other entrepreneurs.
- Secteur d'activité: Internet
- Taille de l'entreprise: 11-50 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 8.0 /10
Intercom is a powerful Customer Support Tool
Publié le 30/03/2021
Overall I would recommend intercom for clients looking for automation chat bots and customer support software. They have plenty of resources and their new product tour feature adds additional functionality to their suite of software.
Avantages
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.
Inconvénients
Lacks in reporting and knowledge base customization compared to ZenDesk. Innovation in new features can be slow at times.
Alternatives envisagées
Zendesk SuitePourquoi passer à Intercom
Intercom was easy to implement and integrated into Zoho directly by previous developers so was a hard sell to switch out.Réponse de Intercom Traduire en français
Thanks for leaving us this review Brandon, and for letting us know how powerful you've found Intercom as a support tool.
Thanks again,
Kate (Intercom - Customer Engagement)
- Secteur d'activité: Construction
- Taille de l'entreprise: 201-500 employés
- Logiciel utilisé tous les jours pendant Essai gratuit
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 10.0 /10
Beginners choice
Publié le 12/01/2023
Avantages
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
Inconvénients
Needs much more improvisation in terms of features like market insights, ICP, lead generation.
Réponse de Intercom Traduire en français
Hi Munsaf - thank you for leaving us this review and for your feedback. I'll be make sure to share it with the relevant folks here.
I really appreciate you taking the time to write this.
Kate (Intercom, Customer Advocacy)
- Secteur d'activité: Services et technologies de l'information
- Taille de l'entreprise: 51-200 employés
- Logiciel utilisé tous les jours pendant 6 à 12 mois
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 7.0 /10
Decent support channel tool
Publié le 09/11/2022
Has been a decent experience with the tool getting the job done.
Avantages
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.
Inconvénients
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.
Alternatives envisagées
Zendesk Suite
- Secteur d'activité: Services et technologies de l'information
- Taille de l'entreprise: 51-200 employés
- Logiciel utilisé tous les jours pendant Essai gratuit
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 9.0 /10
The review
Publié le 22/08/2019
You might get lost when diving into these complex feature on your own, but the customer support is there to hold your hand, so don't worry you are supported all way along
Avantages
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
Inconvénients
The inbox is quite poor to use for email conversations only. The articles lack for customization options, too.
Alternatives envisagées
KayakoPourquoi choisir Intercom
We want to be closer to the customers and create a top class self-service opportunities.Logiciel antérieur
Help ScoutPourquoi passer à Intercom
Intercom had way better user interface and more convenient chatbot and product tours- Secteur d'activité: Services et technologies de l'information
- Taille de l'entreprise: 501-1 000 employés
- Logiciel utilisé tous les jours pendant plus d'un an
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 9.0 /10
Great tool with some improvements needed, but a great ally for support and sales
Publié le 03/06/2022
INtercom is very nice, their support, account managers super efficient.
At the same time it has points for improvement from what I've seen from competitors I still prefer the package offered by Intercom
Avantages
- 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
Inconvénients
- 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
Alternatives envisagées
Zendesk SuitePourquoi passer à Intercom
I was not in the decision making, I arrived at the company and Intercom was already a hired tool- Secteur d'activité: Logiciels
- Taille de l'entreprise: 11-50 employés
- Logiciel utilisé tous les jours pendant plus d'un an
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Provenance de l'avis
Note globale
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 6.0 /10
Sosafe
Publié le 09/12/2022
Avantages
Its a good software i like all the funcionalities that it has
Inconvénients
I dont like that its difficult to learn hot to use it
- Secteur d'activité: Administration juridique
- Taille de l'entreprise: 501-1 000 employés
- Logiciel utilisé toutes les semaines pendant 6 à 12 mois
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Provenance de l'avis
Note globale
- Simplicité d'utilisation
- Probabilité de recommander le produit 8.0 /10
You will not be disappointed
Publié le 21/01/2023
Avantages
Intercom is extremely easy to use. I would recommend it for companies that need live chat but are not already using it.
Inconvénients
No problems since I started using it but what I remember most is its simplicity and ease of use.
- Secteur d'activité: Gestion de l'enseignement
- Taille de l'entreprise: 201-500 employés
- Logiciel utilisé toutes les semaines pendant 1 à 5 mois
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Provenance de l'avis
Note globale
- Simplicité d'utilisation
- Probabilité de recommander le produit 8.0 /10
Best software I came across in 2022
Publié le 13/01/2023
Avantages
I love the chat history, file sharing and the reporting They make my work really easier
Inconvénients
The mobile access needs more work cause it can be stressful sometimes
- Secteur d'activité: Santé, bien-être et fitness
- Taille de l'entreprise: Auto-entrepreneur
- Logiciel utilisé toutes les semaines pendant 1 à 5 mois
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 8.0 /10
Good for customer engagement on website
Publié le 03/12/2022
Avantages
All the customer engagement features are here like live chat, chatbot etc.
Inconvénients
Pricing is on higher side, rest all is good.
- Secteur d'activité: Services sans fil
- Taille de l'entreprise: 51-200 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 8.0 /10
My favourite support tool
Publié le 15/03/2021
Only good experience overall
Great support team
Price could be better
Avantages
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
Inconvénients
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
Réponse de Intercom Traduire en français
Thanks for letting us know that Intercom is you favorite support tool and we're helping you deliver such a good user experience.
I appreciate your feedback on our pricing, Articles feature and ad block issues. I'll make sure these get back to the right people here.
Thanks again,
Kate (Intercom - Customer Engagement)
- Secteur d'activité: Logiciels
- Taille de l'entreprise: 51-200 employés
- Logiciel utilisé toutes les semaines pendant plus de deux ans
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 9.0 /10
Industry leader in category of customer communication
Publié le 04/12/2019
Intercom has grown to become an (almost) 1-stop-shop for all things customer communication related. Both sales, customer support, product etc. can benefit from directly using Intercom to communicate with your applications customers.
Avantages
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
Inconvénients
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.
Réponse de Intercom Traduire en français
A huge thank you for taking the time to leave this review Peter. I'm extremely happy to hear that you are seeing the benefits of using Intercom for your customer communication.
Thanks also for letting us know about your setup feedback. Even as our solutions evolve and become more powerful we aim to keep setup as straightforward as possible.
Kate (Intercom - Customer Engagement)
- Secteur d'activité: Internet
- Taille de l'entreprise: 11-50 employés
- Logiciel utilisé toutes les semaines pendant plus d'un an
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Probabilité de recommander le produit 10.0 /10
Supercharge & Automate Your Customer Interactions
Publié le 12/06/2021
I love it. Did I add that Intercom has a program that gives early-stage startups a 95% discount in subscription fees for the advanced Intercom features. That is what we got at our startup!
Avantages
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!
Inconvénients
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.
Réponse de Intercom Traduire en français
Thanks so much for leaving us this review and letting us know all of the ways Intercom is helping your business :)
Kate (Intercom - Customer Engagement)
- Secteur d'activité: Internet
- Taille de l'entreprise: 11-50 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 10.0 /10
A true ecosystem
Publié le 02/11/2020
We have stuck with intercom for 4 years at this point and no plans to leave. I think that is testament to how strong an offering they currently have.
Avantages
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.
Inconvénients
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.
Alternatives envisagées
Zendesk SuiteRéponse de Intercom Traduire en français
Thank you so much for leaving us this review. I just shared your comments with our Product team and it mad their day! Especially the team working on our Series product :)
I also really appreciate your feedback on our costs and support wait times, even more so considering you have been such a loyal and log-term customer. As of late our reply times have unfortunately slowed but we've been working (and hiring!) diligently to speed things back up to the expected turnaround times. That said our reply times do range from a few hours to a few days based on subscription (Premium receives the fastest turnaround time) and nature or urgency of the query.
When it comes to costs we always aim to align these with the value you are seeing so if you feel this is not the case please do get in touch with the team via the messenger to chat through your options.
Thanks again,
Kate (Intercom - Customer Engagement)
- Secteur d'activité: Hôpitaux et soins de santé
- Taille de l'entreprise: 2-10 employés
- Logiciel utilisé tous les jours pendant plus d'un an
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Provenance de l'avis
Note globale
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 7.0 /10
Lots of Features but Frustrating When Messages Get Lost
Publié le 26/01/2019
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.
Avantages
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.
Inconvénients
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.
- Secteur d'activité: Logiciels
- Taille de l'entreprise: 201-500 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 10.0 /10
Intercom is The Best chat/support tool available
Publié le 22/11/2019
The business problems we are solving using Intercom are managing incoming requests and sending in-app messages and emails. And Intercom does this with flying colors. Regardless if a user messages us live on our site, via email, or even Facebook, our support team is easily able to reply and help. It also integrates perfectly with our app to provide full visibility of a user easily accessing their profile to gain deeper insights to assist the user even more effectively. There's a reason Intercom is growing so quickly; because it's a great product and is built with quality.
Avantages
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.
Inconvénients
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.
Réponse de Intercom Traduire en français
A big thank you from the team here at Intercom for your kind words David!
- Secteur d'activité: Services financiers
- Taille de l'entreprise: 51-200 employés
- Logiciel utilisé tous les jours pendant 6 à 12 mois
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 1.0 /10
Terrible customer service and onboarding
Publié le 12/05/2021
Onboarding was absolutely horrific. We even complained during onboarding about our rep. Basically our onboarding meeting comprised of --> Please log in and share your screen with us...now, what questions do you have for us?
Excuse me? This is your product, what do you mean what questions we have? Everything, including how to set up and use your products. But the answers we got was basically the same, to look up the help center and let them know if any questions. It was terrible. The sales process was more informative than the actual onboarding.
Awful response time from customer service. Can only chat, no calls. You're basically on your own once you pay them.
Avantages
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.
Inconvénients
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.
Réponse de Intercom Traduire en français
Hi Olivia, thank you for leaving us such a thorough and frank review. I'm glad that you found the tools meet your business needs but am sorry to hear our onboarding and support did not meet your expectations.
I will personally be taking this feedback to the teams involved to help inform future improvements we can make here.
Thank you for sharing this with us.
Kate (Intercom - Customer Engagement)
- Secteur d'activité: Logiciels
- Taille de l'entreprise: 11-50 employés
- Logiciel utilisé toutes les semaines pendant plus de deux ans
-
Provenance de l'avis
Note globale
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 8.0 /10
A consolidated place for a lot of our support & customer success needs
Publié le 21/05/2021
Overall, Intercom has been very useful to our support team in consolidating systems and enabling us to respond to clients quickly and resolve their issues.
Avantages
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.
Inconvénients
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.
Réponse de Intercom Traduire en français
Thanks for taking the time to review Intercom Matthew! It's great to hear that Intercom is helping you consolidate your support systems and speed up resolutions.
I'll make sure to send you feedback regarding our Series product and onboarding/training experience to the relevant teams here as we really do value these insights.
Thanks again,
Kate (Intercom - Customer Engagement)
- Secteur d'activité: Immobilier
- Taille de l'entreprise: 11-50 employés
- Logiciel utilisé tous les jours pendant plus d'un an
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 7.0 /10
Small SAS Use
Publié le 26/11/2018
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.
Avantages
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.
Inconvénients
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.

- Secteur d'activité: Logiciels
- Taille de l'entreprise: 2-10 employés
- Logiciel utilisé tous les jours pendant plus d'un an
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 10.0 /10
Easy-to-use tool with great features to make supporting customers a breeze!
Publié le 12/11/2018
We have been able to resolve customer questions in a much quicker time simply because we can access help articles quicker, get other team members in on the conversation more easily, and use integrations like co-browsing and attaching help articles to resolve a problem more quickly. Overall, Intercom has been a great experience compared to our past customer support apps and we are happy to be using this to improve our customer's experience in our app.
Avantages
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.
Inconvénients
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.
- Secteur d'activité: Logiciels
- Taille de l'entreprise: 2-10 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 10.0 /10
Intercom is everything you need for customer support
Publié le 18/07/2019
Avantages
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.
Inconvénients
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
Alternatives envisagées
Zendesk SuitePourquoi choisir Intercom
I wanted everything managed in one place- Secteur d'activité: Services et technologies de l'information
- Taille de l'entreprise: 201-500 employés
- Logiciel utilisé tous les jours pendant plus d'un an
-
Provenance de l'avis
Note globale
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 8.0 /10
Intеrсоm fоr а rеlіаblе соnnесtіоn bеtwееn thе sеllеr аnd thе сustоmеr
Publié le 13/02/2019
Avantages
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.
Inconvénients
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.
- Secteur d'activité: Services et technologies de l'information
- Taille de l'entreprise: 11-50 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 8.0 /10
Great tool for conversations - not for tracking
Publié le 09/11/2018
Overall, this platform would be amazing if the stats were figured out. Right now, it's a solid 8 even without tracking features. It's a keeper, but not once the team reaches over 100 and you really need to track solid numbers.
Avantages
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.
Inconvénients
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.
Réponse de Intercom Traduire en français
Andre, appreciate your review and feedback! We're continuing to invest in our reporting and have a dedicated eng team focused on improving this so will pass along your feedback and you should see improvements start to ship in the coming months!
- Secteur d'activité: Logiciels
- Taille de l'entreprise: 2-10 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 10.0 /10
Just awesome
Publié le 28/02/2017
Intercom sets a new standard for software. Our team relies on it heavily for communication with our userbase and for note taking on issues. It's got really useful integrations to link to other efficiency tools for software teams as well. The team behind it is really helpful and answers support questions quickly and thoroughly. They also practice a lot of transparency so it is a company that feels good to work with and support. They're rolling out improvements constantly and keep their userbase informed about them. They also use the tool themselves and its nice to work with a company that "eats their own dog food", as the saying goes.
The one thing that is confusing about their platform is the differentiation between their different product lines. We've been with them for years and maybe it is clearer for new accounts what they're using, but for us we often scratch our heads over whether or not we've got access to something.
Other than that, amazing product for communicating with new and old users alike! Couldn't recommend more highly.
Avantages
Great support team, constant improvements, easy communication with users and tracking over time, nice segmentation of customer base, great integrations for software teams
Inconvénients
Hard to understand the differentiation between their product lines

- Secteur d'activité: Logiciels
- Taille de l'entreprise: 2-10 employés
- Logiciel utilisé tous les jours pendant plus d'un an
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 10.0 /10
Amazing Customer Support and Sales Tool
Publié le 05/04/2020
We absolutely love intercom and our business is married to it.
Avantages
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.
Inconvénients
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.
Alternatives envisagées
DriftRéponse de Intercom Traduire en français
Thanks you for your wonderful review Josh! I'm so happy to hear your business is seeing such success with Intercom. And if you keep an eye on the 'what's new' section in the Intercom app you might just see something that will interest you very soon ;)
Kate (Intercom - Customer Engagement)