
Intercom
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Opiniones de 987
- Sector: Contabilidad
- Tamaño de la empresa: 51-200 empleados
- Software usado A diario durante Más de dos años
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 8.0 /10
software completo para cualquier SaaS
Revisado el 11/8/2023
Muy contentos desde que eramos una startup e incluso ahora como scaleup
Muy contentos desde que eramos una startup e incluso ahora como scaleup
Puntos a favor
La posibilidad de centralizar toda la información y los equipos de ventas, customer success y marketing en un mismo sitio. Soluciones con una UX impresionante y muy fácil de utilizar.
Puntos en contra
Al ser un programa que centraliza toda la comunicación con clientes y prospectos terminas trabajando con todo el suite y la factura acaba subiendo mucho de precio a final de mes.
Alternativas consideradas
Trengo
- Sector: Tecnología y servicios de la información
- Tamaño de la empresa: 11-50 empleados
- Software usado A diario durante Más de dos años
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 3.0 /10
De lo mejor a nivel producto, pero con una atención al cliente nefasta
Revisado el 23/7/2021
Puntos a favor
A nivel de producto están continuamente evolucionándolo y sacando nuevas funcionalidades que ayudan a crecer tu negocio. Series, para desarrollar campañas a tus clientes es brutal, se puede combinar con mensajes a través de un banner, un mensaje in-app o un email principalmente. Eso sí es un servicio caro. Tiene una herramienta para helpcenter muy práctica y con buena relación calidad-precio. Para soporte por chat con los clientes quizá hay alternativas mucho mejores pero si no requieres de mucha complicación te servirá. Además tiene productos como chatbot, product tours, multitud de integraciones con otras apps y pequeñas funcionalidades que por supuesto incrementarán su coste y no podrás tener todo...
A nivel de integración es bastante sencillo y permite mucha personalización.
Puntos en contra
El mayor inconveniente es el inexiste servicio de atención al cliente, para contratar el producto o probar nuevas funcionalidades no tendrás problema pero si realmente te encuentras con un problema grave, por experiencia hemos tenido varios como problemas con la renovación de un contrato o el envío de emails en una campaña, lo más seguro es que o no tengas una respuesta clara o que se vayan pasando la consulta de unos a otros sin ayudarte
Respuesta de Intercom
Thanks for taking the time to leave us a review Hector. I appreciate all the feedback around our products and it's good to see you are using a varied amount of them.
I'm sorry that our customer service has let you down. We had a few weeks recently where our customer service was not where we wanted it to be. We have implemented new processes to help improve this and hope that the next time you need customer service, you will find it better.
Thanks,
Eabha (Customer Engagement)
- Sector: Producción audiovisual
- Tamaño de la empresa: 2-10 empleados
- Software usado A diario durante 6-12 meses
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 10.0 /10
Profesionalidad
Revisado el 10/2/2021
En general nuestra experiencia con este software es muy buena ya que nos ha permitido ayudar a...
En general nuestra experiencia con este software es muy buena ya que nos ha permitido ayudar a nuestros clientes de una forma profesional y rápida.
Puntos a favor
Lo que mas nos ha gustado del software es la profesionalidad con la que ven nuestros clientes la interfaz y la facilidad que tienen de comunicarse con nosotros, además cabe destacar que muchas veces a través de las respuestas configuradas que tenemos muchos clientes encuentran su respuesta sin tener que contactar con un agente.
Puntos en contra
Lo que menos nos ha gustado por decir algo que es un software que incluye unos planes con un precio muy elevado y podría incluir alguno más asequible para empresas más pequeñas.
Razones para cambiar a Intercom
Elegimos usar Intercom debido a su fácil funcionamiento y integración y a la vez la profesionalidad de su interfaz de cara a los clientes sin tener que configurar excesivamente.Respuesta de Intercom
Thanks for letting us know how Intercom is helping you embrace conversational support and how you're making the most of our automation features too!
I'll make sure your feedback regarding our pricing and packaging get back to the team. We always aim to align the cost you pay with the value you see and it's hard to get that right for every type of business model.
Thanks again,
Kate (Intercom - Customer Engagement)
- Sector: Comercio minorista
- Tamaño de la empresa: 5.001-10.000 empleados
- Software usado A diario durante 6-12 meses
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 10.0 /10
Una excelente herramienta para mejorar el servicio de atención al cliente
Revisado el 2/7/2023
He experimentado una mejora significativa en la comunicación con los clientes. El chat en tiempo...
He experimentado una mejora significativa en la comunicación con los clientes. El chat en tiempo real y el historial de transcripciones me permiten brindar respuestas rápidas y personalizadas. Sin embargo, la falta de soporte para ciertas funciones avanzadas a veces puede limitar la capacidad de resolver problemas complejos de manera eficiente.
Puntos a favor
El chat en tiempo real dirigido a consumidores permite una comunicación instantánea y personalizada, lo que brinda una experiencia de atención al cliente ágil y efectiva.
Puntos en contra
La implementación de un chatbot puede tener limitaciones en la comprensión y respuesta a consultas complejas, lo que podría generar frustración en los clientes que buscan una interacción más humana y detallada.
- Sector: Contabilidad
- Tamaño de la empresa: 51-200 empleados
- Software usado A diario durante Más de dos años
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 8.0 /10
Me gusta y no puedo pensar usar otra plataforma
Revisado el 22/9/2023
De forma general contenta.. los departamentos de ventas y de soporte son los mayores usuarios de...
De forma general contenta.. los departamentos de ventas y de soporte son los mayores usuarios de Intercom
Puntos a favor
Lo intuitivo que puede llegar a ser. Me gusta la forma en la que resuelve los diferentes tipos de casos.
Puntos en contra
El servicio de soporte, se tardan mucho en resolver bugs.
- Sector: Servicios financieros
- Tamaño de la empresa: 11-50 empleados
- Software usado A diario durante Más de un año
-
Fuente de la reseña
Calificación general
- Facilidad de uso
- Probabilidad de recomendación 10.0 /10
Magnífico!
Revisado el 4/8/2023
Puntos a favor
El mejor descubrimiento para nuestra empresa. Lo utilizamos diariamente y tiene un sinfín de funcionalidades.
Puntos en contra
Si bien está bien que sea de pago, no llegamos a utilizar algunas de sus funcionalidades por el alto costo que tienen.
- Sector: Automoción
- Tamaño de la empresa: 2-10 empleados
- Software usado A diario durante 6-12 meses
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 7.0 /10
El mejor Chat
Revisado el 27/4/2023
Puntos a favor
Software de gran calidad y con muchas opciones para gestionar el servicio de atención al cliente
Puntos en contra
Por ahora no te tengo ninguna queja, cumple las expectativas, no es barato pero vale lo que cuesta
- Sector: Tecnología y servicios de la información
- Tamaño de la empresa: 51-200 empleados
- Software usado A diario durante 6-12 meses
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 9.0 /10
Intercom es una plataforma super sencilla de usuar pero genera mucho valor corporativo.
Revisado el 30/11/2022
En generar es una herramienta practica, el precio vs el valor que aporta a cualquier compañia es...
En generar es una herramienta practica, el precio vs el valor que aporta a cualquier compañia es justo.
Puntos a favor
Facil de utilizar - Diseño es estetico lo que hace que puedas comprender con facilidad las funciones
Puntos en contra
No me gusta que hay que darle al botón "enviar" para que se envíe el mensaje al cliente o usuarios internos. Deberia funcionar con solo dar "enter"
- Sector: Servicios para el consumidor
- Tamaño de la empresa: 51-200 empleados
- Software usado A diario durante 1-5 meses
-
Fuente de la reseña
Calificación general
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 10.0 /10
El mejor software de Servicio al Cliente
Revisado el 20/5/2022
Excelente, recomiendo a toda empresa que preste un servicio sea a través de Chat o Email.
Excelente, recomiendo a toda empresa que preste un servicio sea a través de Chat o Email.
Puntos a favor
Lo que más me gusta de este software, es la facilidad que nos brindan los MACROS, son muy sencillos de usar y nos facilitan la vida diariamente. Nunca he tenido falla en la conexión, a veces por softwares de terceros se torna un poco lento, pero la respuesta de Intercom en general es excelente. Los detalles autómaticos del cliente que nos contacta, es precisa, la opción de ver la locación para detectar la zona horaria, me parece una de las mejores herramientas de este sofware.
Puntos en contra
A veces la asignación de tickets no es 100% precisa, se podría mejorar en cuanto a este punto.
- Sector: Marketing y publicidad
- Tamaño de la empresa: Trabajador autónomo
- Software usado A diario durante Prueba gratis
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 10.0 /10
Comunicación efectiva
Revisado el 15/7/2023
Obtengo la habilidad de administrar el correo desde cualquier lugar
Obtengo la habilidad de administrar el correo desde cualquier lugar
Puntos a favor
Chat en tiempo real dirigido a mis consumidores
Puntos en contra
Ninguna, todas se adaptan a mis necesidades básicas
- Sector: Construcción
- Tamaño de la empresa: 2-10 empleados
- Software usado Mensualmente durante 1-5 meses
-
Fuente de la reseña
Calificación general
- Facilidad de uso
- Probabilidad de recomendación 6.0 /10
es una plataforma de servicio al cliente y comunicacion empresarial
Revisado el 11/9/2023
Puntos a favor
su facilidad de uso , su capacidad de integracion con otras plataforma , su herramienta de chat en vivo muy útil , y su excelente servicio al cliente
Puntos en contra
demasisdas funciones complicadas , puede ser caro . dificil de configurar y utilizar

- Sector: Software informático
- Tamaño de la empresa: 2-10 empleados
- Software usado A diario durante Más de dos años
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 10.0 /10
The really bridge the gap between customers and our service
Revisado el 6/8/2019
Their customer success team is great, even on the days when I'm not the most gracious customer. I...
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.
Puntos a favor
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).
Puntos en contra
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.
- Sector: Software informático
- Tamaño de la empresa: 51-200 empleados
- Software usado A diario durante Más de dos años
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 8.0 /10
Engagement with Customers is Great!
Revisado el 25/2/2021
It is an easy choice if you want to create unique, engaging customer journeys! It also connects to...
It is an easy choice if you want to create unique, engaging customer journeys! It also connects to many other tools, so it's a great addition to any software stack.
Puntos a favor
I like that we are able to gain insight, offer promos, convert leads, provide support, host a help center, and create unique customer journeys right from within one platform. The Inbox feature is very helpful in providing quick and easy support, especially when using the Intercom mobile app!
Puntos en contra
There are few things I would consider cons about Intercom. I wish they offered a bit quicker support, as I often wait a day to hear back, but it is a minor detail compared to the value we get from using the platform.
Alternativas consideradas
Zendesk SuiteRazones para cambiar a Intercom
At the time, I believe Intercom had been around a bit longer, so offered features outside of just the support desk functionality.Respuesta de Intercom
Thanks for taking the time to leave us this review and let us know how Intercom is helping you create unique, engaging customer journeys as well as integrate so well with your existing etch stack :)
Thanks for your feedback regarding our support response times. These vary based on the urgency of the issue as well as plan, but we always aim to get back as soon as possible. I'll make sure to pass this feedback on to our team here.
Thanks again,
Kate (Intercom - Customer Engagement)
- Sector: Servicios financieros
- Tamaño de la empresa: 2-10 empleados
- Software usado Otro durante Más de dos años
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 1.0 /10
NOT $39 starting price anymore. $59 a month for basic chat function
Revisado el 26/5/2021
My overall experience with Intercom has been poor. we've been using them at the basic level for...
My overall experience with Intercom has been poor. we've been using them at the basic level for three years. I chatted with them to get a demo of their features to upgrade but they refused to give me a demo and finally set me up with a "30" call in which the rep tells me that she won't give me an upgrade after she finds out that i am not interested in the $500/mo annual contract. She says demos are for those upgrading to that level, instead, she'll send me links and prerecorded stuff. And that i can reach out if I have questions. The 30 min call was more like a 5 min conversation which was already difficult to set up.
I've been in sales for over 15 year and when there is an upgrade opportunity regardless how small, I support that client.
If Intercom was the only organization that did what they do, maybe I understand their cockiness and disregard for the smaller organizations. However, there are SO many competitors that provide you with very similar functionalities for less the price and with better customer support.
So yes, I'm annoyed as I am a current user who is doing research on other competitors so I can stop being a customer.
Puntos a favor
It's "popular" and works well if your company is enterprise sized.
Puntos en contra
If you're a start up or a smaller business don't expect to get support.
It's very expensive - starting at 59 dollars a month for one person accessing the basic chat. Sure they offer a few other things but like a team inbox? Most organizations already have an email system and a company chat in place. Next level up is $119 a month that gives you a few more functions.
Until you are paying their $500 a month locked in an annual contract, you are "self serve" customer. Meaning, no support - just their faq/website. Can't even get a good phone call for help.
Respuesta de Intercom
Hi De,
Thanks for leaving us such a detailed and candid review. I'm sorry to hear that you are disappointed with your Intercom experience, it's certainly not what we aim for. While we do tier our support and sales resources based on subscription levels, the max you should be waiting for a response is 2 days. I'll flag this with both our Support and Sales team as it sounds like we haven't met this expectation in your case.
When it comes to pricing we have a number of plan available (including our Early Stage plan where eligible startups get advanced Intercom features and Early Stage Academy at a 95% discount). As Intercom has grown, our pricing has had to evolve alongside this and there's still work to be done in this area. We're aware that no pricing structure will suit every business type but our aim is to truly reflect the value that our product delivers, allowing both your business and ours to succeed. Your feedback is extremely helpful and will be passed on to the team.
- Sector: Productos farmacéuticos
- Tamaño de la empresa: 501-1.000 empleados
- Software usado Semanalmente durante Prueba gratis
-
Fuente de la reseña
Calificación general
- Facilidad de uso
- Probabilidad de recomendación 10.0 /10
Streamline Your Business Communication with Intercom
Revisado el 4/6/2023
I had the chance to use Intercom during my internship at the university's pharmaceutical product...
I had the chance to use Intercom during my internship at the university's pharmaceutical product development and research department to improve our communication procedures. Our team was able to work together efficiently, communicate key changes, and promptly respond to questions from researchers, partners, and suppliers thanks to the platform. With Intercom's real-time chat, we could offer prompt assistance and guarantee effective project coordination. We were able to automate time-consuming chores, including sending updates or notifications, thanks to the automation tools. Our teamwork was effectively facilitated and our communication efforts were optimized thanks to Intercom.
Puntos a favor
A strong platform for consumer communication, Intercom has a lot of functions. Because of its real-time chat capabilities, businesses can interact with clients right away, offering speedy help and addressing problems. Through the platform's automation technologies, targeted outreach and customised messaging are made possible. The strong analytics capabilities of Intercom enable data-driven decision-making by offering priceless insights into customer behavior. Additionally, Intercom's connectivity with CRM and other external apps boosts productivity and enables a smooth user experience for customers. Intercom enables companies to provide great customer service and establish lasting bonds.
Puntos en contra
The pricing structure of Intercom is one potential flaw, as it can be unaffordable for startups or small organizations with tight budgets. The price has been criticized by some customers as being too exorbitant in comparison to other options. Furthermore, setting up and modifying some complex features could call for technical know-how or support, which could be difficult for individuals without a technological background. However, Intercom offers thorough support materials and documentation to assist customers in getting beyond these obstacles.
- Sector: Inalámbrico
- Tamaño de la empresa: 51-200 empleados
- Software usado A diario durante Más de dos años
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 8.0 /10
My favourite support tool
Revisado el 15/3/2021
Only good experience overall
Great support team
Price could be better
Only good experience overall
Great support team
Price could be better
Puntos a favor
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
Puntos en contra
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
Respuesta de Intercom
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)
- Sector: Internet
- Tamaño de la empresa: 11-50 empleados
- Software usado Semanalmente durante 6-12 meses
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 8.0 /10
Amazing customer support
Revisado el 19/1/2021
Great experience, we switched over from Sendgrid and prefer Intercom despite the higher price
Great experience, we switched over from Sendgrid and prefer Intercom despite the higher price
Puntos a favor
The customer support is the most responsive I've ever had from a messaging / email software. We use the email because it's already integrated into our messaging and support software, so we don't have to do any import of the contacts.
Puntos en contra
It's not super intuitive or the easiest to use sometimes, like all enterprise level software it can get a bit complicated. It's also not built out for email, e.g. we also can't create unsubscribe groups on email which is a bit annoying.
Razones para elegir Intercom
Sendgrid actually lost all of our contacts and have terrible supportSoftware anterior
SendGridRespuesta de Intercom
Thanks for letting us know you have had such a good experience with Intercom since swapping from Sendgrid.
I've made sure your feedback regarding email capabilities has been sent to the product team - it's an area of focus for us.
Kate (Intercom)
- Sector: Tecnología y servicios de la información
- Tamaño de la empresa: 11-50 empleados
- Software usado A diario durante Más de un año
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 7.0 /10
Great tool for our support teams
Revisado el 25/12/2021
Puntos a favor
Intercom is a great tool that we use across our customer success team, both for the first and seconline issues. It allows our teams to share and serve the tickets in an efficient matter and allows us for measuring the results. Moreover, our clients can review our team members what we really appeciate.
Puntos en contra
Nothing specific, we are happy with the service.
Respuesta de Intercom
Hi there - thanks for taking the time to leave Intercom a review and letting us know what you like. It's great to hear that Intercom is allowing you and your team to be more efficient and collect feedback from customers!
Thanks,
Eabha (Customer Engagement)
- Sector: Internet
- Tamaño de la empresa: 11-50 empleados
- Software usado Semanalmente durante Más de un año
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Probabilidad de recomendación 10.0 /10
Supercharge & Automate Your Customer Interactions
Revisado el 12/6/2021
I love it. Did I add that Intercom has a program that gives early-stage startups a 95% discount in...
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!
Puntos a favor
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!
Puntos en contra
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.
Respuesta de Intercom
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)
- Sector: Tecnología y servicios de la información
- Tamaño de la empresa: 11-50 empleados
- Software usado A diario durante Más de un año
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 8.0 /10
Great for any customer success/support team! Will get you everything you need.
Revisado el 6/7/2019
Puntos a favor
It offers literally anything you and your CS team may need to run the department.
Puntos en contra
Their support team can take a bit too long to respond at times. Really holds up our team from developing new processes sometimes. They've got a lot of features so we've got a lot of questions.
- Sector: Construcción
- Tamaño de la empresa: 51-200 empleados
- Software usado Semanalmente durante Más de un año
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 5.0 /10
Intercom not worth the time to learn
Revisado el 15/5/2020
Not a fan. Switched to Podium and Hubspot.
Not a fan. Switched to Podium and Hubspot.
Puntos a favor
It did what it said.
It connects well with other software.
It has a lot of features.
Puntos en contra
The user interfaces for the backend is clunky. It's like salesforce for chat. Bulky but does what it says.
It doesn't do live time very well.
Customers have to wait a while for your responses.
Alternativas consideradas
PodiumRazones para cambiar a Intercom
It was something I inherited from the previous manager, but I quickly moved to Podium.Respuesta de Intercom
Hi Kyle, thank you for leaving us this review. I'm sorry to hear that you found the Intercom user experience clunky. Usability and design is something we think about a lot so I really would love to hear more about the specific changes you think we could make here. Please do get in touch via the Intercom Messenger on our site as I'd love to chat more.
Kate (Intercom - Customer Engagement)
- Sector: Tecnología y servicios de la información
- Tamaño de la empresa: Trabajador autónomo
- Software usado Semanalmente durante Más de dos años
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 9.0 /10
Adds Much More Value Than You Realise
Revisado el 29/8/2019
While the price tag for Intercom is not small, especially for startups launching their first mobile...
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.
Puntos a favor
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.
Puntos en contra
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).
Razones para cambiar a Intercom
The depth of features, native mobile experience for users, easy to implement push notifications & powerful management console trumped our experiences with the others available & unified several different but related requirements.- Sector: Fotografía
- Tamaño de la empresa: 51-200 empleados
- Software usado Semanalmente durante Más de un año
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Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 2.0 /10
Maybe great for sales reps/account mgrs, not so much for customer support team
Revisado el 23/9/2020
Overall, features look great from afar and it’s got some powerful tools via api but diving in...
Overall, features look great from afar and it’s got some powerful tools via api but diving in deeper, it wasn’t the best experience for a larger support team. I can see how this might be a powerful tool for individual sales reps or account managers, but not a support team.
Puntos a favor
The interface is modern and fresh looking, and it’s very easy for the customer to engage with the rep.
Puntos en contra
Features are really lacking for larger support teams. We tried to use this for a team of 6+ and found it inefficient and lacking core features for teams. I didn’t like the snooze option and that you have to manually close a ticket after it’s solved. I also didn’t like that the customer can see when the message is “seen” because it doesn’t set a good precedent for response time. Inboxes are cluttered and the visual organization is lacking.
Respuesta de Intercom
Thanks for taking the time to leave us this review Lauren.
Your feedback here is extremely appreciated as we're constantly releasing features and updates to make sure this is a great experience for any size support team. I've made sure to relay this to our product team.
Kate (Intercom - Customer Engagement)
- Sector: Hospital y atención sanitaria
- Tamaño de la empresa: 2-10 empleados
- Software usado A diario durante Más de un año
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Fuente de la reseña
Calificación general
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 7.0 /10
Lots of Features but Frustrating When Messages Get Lost
Revisado el 26/1/2019
Our team used intercom to support a large team of contractors that would frequently visit our...
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.
Puntos a favor
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.
Puntos en contra
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.
- Sector: Software informático
- Tamaño de la empresa: 2-10 empleados
- Software usado A diario durante Más de un año
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 0.0 /10
No support, outrageous pricing and shady billing practices
Revisado el 14/3/2023
We used to love it but their pricing is exorbitant and opaque. Once you are in a one year contract...
We used to love it but their pricing is exorbitant and opaque. Once you are in a one year contract good luck getting hold of anyone to cancel it. They take over a day to reply and send you some minimal canned answer. There's nowhere in the interface where you can cancel or modify for the next billing period. and the whole thing is set to auto renew by default. Used to like them, now hate them in the extreme.
Puntos a favor
The actual product works well. We'd have stayed using it for a long time if not for the changes in their billing and support.
Puntos en contra
The support is now the minimum it could possibly be, even if you are spending $1200 a month with them. Good luck getting hold of someone. If it were to sell us some new aspect they'd probably reply in a snap.
Respuesta de Intercom
Hi Sam,
Thank you for taking the time to let us know about your experience and being so candid. It's definitely not the service we aim for and I will be sharing this feedback with the wider team.
I'd love if you could give me a few more details so that I can take a deeper look at this. If you feel comfortable doing that please email me directly. And if you ever have trouble getting hold of someone in future let me know.
Thanks,
Kate (Intercom, Customer Advocacy)