Intercom


Logotipo do Intercom

 

736 avaliações (4,5/5)
 
Intercom is a sales, marketing and support solution platform that acquires, engages and supports customers through its bot-based algorithm, targeted emails, push and in-app messages, and an integrated help desk.  It caters to sales teams across all industries by helping them automatically send targeted messages on a 24/7 basis, as well as chatting with leads to eventually convert them into customers. Intercom auto-assigns leads through round-robin or in a direct manner depending upon the location and owner of the account. The browsing behavior, Clearbit data and referral URLs are continuously tracked by the app. The software also helps in organizing multi-channel conversations. Intercom offers a plethora of other features that include group conversations, customer context keeping, call-out collaborations, chat volume management, scheduling, CRM integration, routing and qualification. The platform also works as a mobile app, allowing users to respond to leads on-the-go through their iOS or Android compatible devices.
 

Intercom - Intercom collaboration screenshot
 
  • Intercom - Intercom collaboration screenshot
    Intercom collaboration screenshot
  • Intercom - Intercom convert leads screenshot
    Intercom convert leads screenshot
  • Intercom - Intercom improve team performance screenshot
    Intercom improve team performance screenshot
  • Intercom - Intercom lead stats screenshot
    Intercom lead stats screenshot
  • Intercom - Intercom measure engagements screenshot
    Intercom measure engagements screenshot
  • Intercom - Intercom video insertion screenshot
    Intercom video insertion screenshot
Sistemas operacionais compatíveis:
Navegador web (independente o SO), Windows 10

736 avaliações do Intercom

 

Liam M. Especialidade: Software Número de funcionários:  11-50 funcionários Número de funcionários:  11-50 funcionários

01/08/2019

01/08/2019

Fonte da avaliação: Capterra

Not Much Competition

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Everything has been fantastic from the Customer Success-led implementation process to it being deployed to our users. Multiple compliments on the feasibility of use since purchasing.

Vantagens

From both the administrative and user perspective, the ease of use and just overall depth of what you can create with the product is very impressive. It allows a great amount of customer support to be automated and simplify it's delivery via articles and a knowledge base that'll continually grow.

Although it's not the biggest feature, as a user, I love that it's focused on getting you an answer/resolution the quickest way possible given the same entry method. Type "adding users" in an application with Intercom support will quickly both deliver you articles that can potentially solve your problem or will also quickly deploy a CSM to you to answer it directly in case it was a bit more complex.

Best part though is the feedback cycle, you're typing exactly what you want to know into the application and if no articles return: New Content Topic.

Desvantagens

Theres really not much. I've run into situations where it was wrongly applied within other organizations and not properly resourced, giving a less than average experience. But that's not as much specific to Intercom themselves.

Given they are the industry leader, it can come at a premium for a larger organizations.

Damola B. Especialidade: Internet Número de funcionários:  2-10 funcionários Número de funcionários:  2-10 funcionários

06/10/2020

06/10/2020

Fonte da avaliação: Capterra

Supercharge Your Customer Interactions

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I am able to deploy a simple interface that helps customers interact with our team while they use our software. The team is also able to get direct notifications on their email, Smartphone apps and Slack (via the Intercom<>Slack integration) and respond promptly to queries.

I am able to deploy product tours to users while they use our software. It helps us scale our support in ways we couldn't get done in the past.

Finally, we are able to assess user actions across various touchpoints and sections of our software. We are also able to gauge our performance with supporting users. i.e. response time, user satisfaction with support interections etc.

All together, Intercom is one of the best decisions we've made as a startup so far!

Vantagens

I like that users are able to reach us at Mercurie for our flagship product. I also love that we are able tosend them emails triggered by rules set by us. I also love the various apps I can integrate to our company account. It has made interaction with users so much easier and richer.

I almost forgot the in-app tours and the new features they release every month. As a leader in a startup that owns a SaaS solution, I am always inspired by Intercom every time I use it. As a user, I am all to delighted every time I interact with the software.

Desvantagens

To be honest, nothing really. Maybe the learning curve that comes with figuring it out at first, but they have a robust help centre and academy that resolves areas where we lack clarity.

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Resposta: Intercom 28/10/2020

Thanks for leaving us this review Damola. It's wonderful to hear that Intercom is helping you communicate and interact with your users in such a rich way!

You're right that the learning curve with Intercom can be pretty steep as the tool is so powerful, and our Product Education team are hard at work creating content to help at every step. Make sure to check out our free online Intercom Academy courses, webinars and our new customer community Interconnected, as these are all great ways to continue your learning.

Thanks again,
Kate (Intercom - Customer Engagement)

Guy Z. Especialidade: Serviços de informação Número de funcionários:  51-200 funcionários Número de funcionários:  51-200 funcionários

25/02/2020

25/02/2020

Fonte da avaliação: Capterra

Horrendous company, be careful of getting locked in

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Absolutely horrible in every possible way.

Vantagens

The UI allowing to construct auto-messages

Desvantagens

They lure companies in to integrating intercom into the workflows and take advantage of the difficulty of later migrating to another product, in order to jack up the prices to ridiculous levels. We've had to complain multiple times each year for drastic overcharges (think 3x) and fight with them for months until they would process some refund (after numerous lies and diversion attempts by their reps).
Unethical company, unethical staff, can't be trusted one bit as a business partner.
Also be aware that they do not grandfather plans, and you are at their mercy, they can at any time give you a short notice before "updating" the pricing structure. The most recent "update" would have caused a ~5x in price, getting us to flee to another provider at a great internal cost.

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Resposta: Intercom 04/03/2020

Hi Guy - first off, I want to apologize for the difficulties you've had. Since Intercom started, we've focused entirely on the idea of strong customer relationships and I'm sorry that we let you down here. I hope I can clarify why these pricing changes are being made and provide some more context.

We've recently changed our pricing model to a simpler one that we believe is better aligned with the value our customers get from the product. That meant an increase in price for some customers and a decrease for others.
Getting pricing right at Intercom has admittedly always been really challenging for us, but we don't want you to feel this way.

I'm sorry to see you go as a customer. If you'd like to speak to your account manager (or me directly) about what happened for your account specifically, we'd really love to chat. You can email me (phil at intercom dot com) if you're open to a conversation.

Phil (Intercom - Customer Engagement)

Angy D. Especialidade: Serviços financeiros Número de funcionários:  51-200 funcionários Número de funcionários:  51-200 funcionários

30/09/2020

30/09/2020

Fonte da avaliação: Capterra

Intercom a safe option

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My overall experience with Intercom was very good

Vantagens

The product is easy to use, the live chat idea is still one of the best customer support options.

Desvantagens

What I like the least is that it does not have so many options to integrate other work tools to Intercom, for example creating a report in Jira, from the user chat

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Resposta: Intercom 16/10/2020

Thanks for leaving us this review Angy! I'm so happy to hear that your experience with Intercom has been good and that we're helping you support your customers so well.

Thanks also for your feedback regarding our integrations - I know the team is having a discussion about this right now so I'll make sure to get this over to them.

Thanks again,
Kate (Intercom - Customer Engagement)

Beat R. Especialidade: Internet Número de funcionários:  2-10 funcionários Número de funcionários:  2-10 funcionários

17/07/2020

17/07/2020

Fonte da avaliação: Capterra

Advertising for Intercom in every E-Mail

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We have been using the solution productively for some time now, then discontinued it for cost reasons. Now a plan was booked and cancelled in a new subscription structure again as a test.

In the plans up to Pro, the customer also figures as an advertising slingshot, since an advertising line for intercom is always included in every e-mail. Since we did not want this at all (after all, the plan already costs 99 dollars / month) the test was finally cancelled. Intercom didn't want to offer a solution to this, except to offer updates to the next higher subscription (499 dollars / month) which is not affordable for a small company.

Vantagens

+ Beautiful design, with many useful details.
+ Good iOS and Android app with slightly limited operation.
+ An easy to understand messenger for the customer.
+ Customisable messenger with colours, text and details.

Desvantagens

- High price and only monthly plans.
- Platform only in English.
- Minimal help center, but large but confusing Academy pages.
- Tedious setup help, although the setup itself is not complex.
- Support replies take up to two days, in English only.

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Resposta: Intercom 30/07/2020

Thanks for taking the time to leave us this review Beat and letting us know about your intercom experience. I'm sorry to hear that we're not the right fit for you at this time, but thank you for sending us your feedback.

Kate (Intercom - Customer Engagement)