Intercom

Vorteile

Live Chat, In App Integration, Help center, Automatisierungen

Nachteile

Preis und an manchen Stellen unintuitive Bedienbarkeit

In Betracht gezogene Alternativen

Zuvor genutzte Software

Gründe für den Wechsel zu Intercom

Vorteile

Durch die Nutzung der Software hat sich unsere Kommunikation mit Kunden und Lieferanten verbessert.

Nachteile

Es gibt mittlerweile so viele neue Integrationen und Weiterentwicklungen, dass man fast zu viele Funktions- und Einstellungsmöglichkeiten hat.

Vorteile

It is the all-in solution that goes so deep that it becomes a fully integrated part of business department

Nachteile

There are so many options that it takes sometime to figure everything out. Not in terms of difficulty but in terms of options

Vorteile

Relatively simple interfaces and api endpoints. Interesting AI integrations / product features.

Nachteile

Issues with basic customer management concepts such as merges. Development team seemed unresponsive to potential product issues, yet aware they existed.

Vorteile

Intercom is a widely known communication software that it was designed to enhance interactions between businesses and their customers, which it has become a first choice for companies endeavor to provide real time support with customers.

Nachteile

It's a pricey software, limited customization when it comes for chatbots, it will take time to learn the system

Vorteile

The unified agent experience, and the customisability within the agent front end. We are able to integrate data far more easily than we were with our existing solution and platforms we assessed.

Nachteile

The pricing model is slightly steep, with functionality which would be considered essential on other platforms (balanced agent loading!) stuck in the highest tier.

Vorteile

They have multiple features and Integrations.

Nachteile

No Onboarding sales and customer Support.

Vorteile

Intercom is a central part of our business, and drives one of our most important SLA's, customer service. It's incredibly easy to integrate directly into our product, and customers love and cite our rapid response time as one of the best features of our company.

Nachteile

In some cases there are strange filters established which incorrectly marks Support requests as Spam. As a result, if there isn't an established practice, Support requests can be marked as Spam, which drives down our NPS.

Vorteile

How many features it has we have to go no where else for all the support we need for our clients

Nachteile

Sometimes tagging people doesnt work when importing csv (small issues)

Vorteile

What I really enjoy about Intercom is that I can reply instantly right on our website, so I don’t have to deal with multiple logins or emails. It’s super straightforward! Plus, the automation feature is fantastic because it saves me from answering the same questions over and over again. It's less monotone this way.

Nachteile

Some advanced or more sophisticated features are only available with premium plans, which can be a bit pricey for smaller businesses.

Vorteile

easy to use, it is a intuitive tool, no much training is required

Nachteile

the fee for intercom is bit high, for the ai answer, it charge $1 per answer, it's very expensive comparing to other ai tool

Vorteile

Intercom makes live chat interesting and comes with good reports to track performance

Nachteile

You can't do a text search on your closed tickets. The only search available is the global search on all tickets

Vorteile

What I like most about Intercom is its ability to combine multiple customer service, marketing and sales tools into one platform, making direct and efficient communication with users easier. Especially the Intelligent Live Chat.

Nachteile

Intercom is great for mid-sized and larger businesses, but its approach and pricing structure aren't as well suited to startups or small businesses that don't have a dedicated support or sales team.
It's also too complex for businesses with simpler needs.
It's priced per user or per interaction, so as your customer base grows, so do the costs very significantly.

Vorteile

Intercom feels like a cozy space that often gives the sensation of an intimate space, while allowing a professional and efficient workspace. One can create several different inboxes that can optimise the work and offers good automation

Nachteile

Intercom doesn't offer as many integration options and some of their competitors. Because of that, one has to navigate through several tabs or pages. It doesn't sound bad, but when you spend 40 hours doing this, you can definitely see that one could save time (and money) with better integration options.

Vorteile

The live chat tool has allowed us to provide a great customer support experience for our users, allowing them to reach us at a moment's notice to walk through their issues. The fact that we were able to just drop an embedded link into our site to enable chat with no additional effort, is just pure magic.

Nachteile

The main issue we had with Intercom was that the pricing was a little steep, especially as a small business.

Vorteile

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

Nachteile

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

Vorteile

I’ve found Intercom to be a game-changer for our customer communication. It allows us to automate personalized messages, making our interactions feel more human while saving time. The tool has greatly improved how we guide users through our product, leading to higher engagement and better overall customer experience.

Nachteile

While I love using Intercom, I’ve noticed the pricing can become steep as we expand our use of the platform. It also took us some time to fully grasp the advanced features and set up the more complex workflows. For smaller teams or those just starting out, this might feel overwhelming at first.

Vorteile

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

Nachteile

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

Vorteile

Particularly effective in dynamic, customer-centric industries like SaaS, e-commerce, digital services. Real-time communication and delivering personalised customer interactions are unbeatable. Valuable tool for boosting customer engagement and improving support efficiency. Very easy to set up and build on, meaning customers can get support from day 1. Knowledge base is easy to search in and content can be made in engaging manner, meaning your customer support specialists will have time to resolve the truly important issues.

Nachteile

Wish the welcome tour feature would be available to lower paid tiers.

Vorteile

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

Nachteile

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

In Betracht gezogene Alternativen

Warum Intercom gewählt wurde

Zuvor genutzte Software

Gründe für den Wechsel zu Intercom

Vorteile

For the most part intercom is a great product. We like: 1. the chat function. Clean, easy to find most information we need for support chats. 2. many useful features other than chat support: Help center, proactive supports.

Nachteile

1. Multi-locale support. I have been using intercom for about 3 years now and I am still shocked that there's no support for multiple locales in articles and messages, which are common on other platforms. In both jobs that I used it for we cater to very international audiences. This means that for every message and article we set up we have had to set up multiple of the same messages with a different suffix to distinguish the language. 2. Long lists of event and user properties. if you work with a big/complex products, there will be tons of events to use. It's sometimes difficult to find what you need, especially if you are not familiar with the lexicon, in that tiny dropdown list. 3. Support chats sometimes go to the user's email. This has happened quite a lot to us and we have got really frustrated users because of this. 4. A bit slow. I have always found navigating through intercom to be rather slow. I feel like I have to wait every single time I click on something.

Vorteile

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

Nachteile

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

Vorteile

Very basic and easy to navigate especially in customer support and it is intuitive.

Nachteile

Nothing, because it has been so great in customer support and the automation set up is very easy.

Vorteile

Intercom chat works as it is supposed to. We are only using the chat function and have not tried any of the other bells and whistles.

Nachteile

Good luck getting live support. If you do get support, they will just forward you articles.

Vorteile

I like the AI FIN module which is faster in processing resolutions to customers and also the pricing of intercom is easier

Nachteile

Intercom requires a lot of time to deploy the solution fully and does not offer free WhatsApp integrations like other solutions in the market

Vorteile

- Powerful automation chat bots
- Excellent customer support software
- Abundance of resources available
- New product tour feature adds additional functionality
- Supports multiple languages

Nachteile

They recently increased the pricing very much right now. While the product is great, the price isn't a great fit for SMBs and midmarket companies.

Vorteile

The live chat functionality is remarkably user-friendly, enabling us to interact with our customers instantly and respond promptly to their inquiries. The automated messaging system has revolutionized how we engage with customers, greatly enhancing our ability to retain them. Its seamless integration with our CRM and various tools positions it as a central hub for all our customer communication needs.

Nachteile

The cost for small businesses can be relatively high. Certain advanced features may come with additional expenses, so selecting a plan that matches your requirements and budget is crucial. Moreover, new users may encounter a steep learning curve.

Vorteile

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

Nachteile

Pricing structure is very challenging to understand. You were charged extra based on the communication feature used, in some cases based on "all users", and in other cases based on "logged in users". Basically "per hit", but they had two different definitions of what constituted a "hit".

Also, they have 3 different "products" of features that are packaged together. In some cases we were permitted to do a "light" version of a package and only get the specific features we wanted while another very desirable feature was packaged into a "product" we didn't need so it became cost prohibitive to add that feature.

In Betracht gezogene Alternativen

Gründe für den Wechsel zu Intercom

Vorteile

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

Nachteile

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

In Betracht gezogene Alternativen

Gründe für den Wechsel zu Intercom

Vorteile

Managing and completing Support chats within Intercom is great. It is very easy to track which chats are needing urgent attention and once you have completed a chat, it is easy to snooze them until your preferred time. We have just started using the AI function which seems to be working well so far.

Nachteile

Occasionally, if you have lots of chats, it can be confusing to see which Support rep is working on a chat and which are free to be able to be worked on.

Vorteile

Where do you start with Intercom. They consistently build and ship world-class features to make support as easy as possible. By far, the introduction of FinAI has well and truly cemented Intercom as the support platform leader. We overlay FinAI onto Guru to create autonomous AI agents that can support our customers. It will completely change how we scale our business

Nachteile

The biggest frustration is not having a vertical stack that handles both support and sales. Hubspot offers support and we have thought many times about moving to consolidate the stack and reduce costs. Intercom continues to deliver value keeping us within the platform.

Vorteile

Intercom has been an indispensable tool for managing our customer relationships and helping them grow. Segment audience and send customized messages, be proactive with targeted campaigns, and request feedback through app surveys. One of the most significant advantages of this platform is that it offers detailed analytics and reporting features for tracking customer behavior and engagement.

Nachteile

Pricing is on the higher side for small businesses or those with limited customer contact requirements, even though Intercom comes rich with features.

Vorteile

I love the help center and live chat.

The help center is super easy to customize and make good-looking docs.

Nachteile

Pricing and ticketing. Unfortunately, these are starting to become non-starters for us, as we're scaling up and hitting some pretty insane pricing tiers.

Additionally, the ticketing solution seems like an afterthought.

Vorteile

it is very user-friendly and the use of macros and other features like tagging a member or transferring it to a different team makes it very much handy. The AI co-pilot is also very handy making us handle fewer chats.

Nachteile

how it can lag at times which required us to reload the page

Vorteile

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

Nachteile

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

Vorteile

Fin AI agent is a powerful feature that has saved us a lot of time in reference to support.

Nachteile

Customer service is terrible, and there is no interest in providing live support.

Vorteile

Intercom has a lot of features that have been very helpful in large-scale costumer support. My favorite features are the ability to assign emails, and easily writing notes to coworkers and then switching back to emailing/chatting with a client.

Nachteile

There is a sound that constantly plays whenever Intercom is open on the desktop. It has been very distracting when multitasking with intercom and other programs. I have never found a way to get rid of it. Another downside is how overwhelming and difficult it can be to begin using. It's not as simple as other programs.

Vorteile

Love the easy to use interface for my team as well as my users, ability to easily integrate Intercom into all my site pages using a custom code snippet, the intercom mobile app to track and respond to conversations and love the AI tool fin that helps automate customer conversations

Nachteile

I feel its a bit too expensive for early stage companies although they offer a generous discount. Also I feel the learning curve is very high, you need to watch a lot of documentation to really understand the platform

Vorteile

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

Nachteile

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

Vorteile

We can use it to prequalify leads and guide current users to support articles

Nachteile

It's not very marketing and sales-friendly, lacking a few features like proper attribution and pushing full location information, including city and state, to Salesforce CRM

Vorteile

Recently the AI-bot (Fin) to help me out with everyday chats and questions.

Nachteile

The obligatory upgrading to a higher paying model for some options that seem to be included to the basic model, at first.

Vorteile

Excellent tool for interacting with customers in real-time.

Nachteile

It is a bit costly, but the benefits outweighed the costs.

Vorteile

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

Nachteile

Learning the administration bit of it is a little tricky

Vorteile

It is not buggy and the user interface is not complicated

Nachteile

Application linked to it is very limited to none

Vorteile

It can be used for both email and live support. The workflows/automations make it easy to filter and close messages that are notifications so that only the important customer messages end up in the inbox

Nachteile

I wish the platform had a flat rate for billing vs usage based

Vorteile

Having a live AI-powered support chat available 24/7 is an incredibly useful tool for many businesses. Whenever customers have questions, the chat can try to help even in off-hours.

Nachteile

The price can be a little steep for smaller businesses, and response times can be a little slow sometimes.

Vorteile

The ability to centralize communication channels, including chat, email, and even social media, streamlines our workflow and enhances efficiency. The platform's automation features help us scale our customer interactions without sacrificing quality, and the analytics tools provide valuable insights into user behavior and satisfaction.

Nachteile

The pricing structure can be a bit steep, especially for smaller teams or businesses with limited budgets. Additionally, while Intercom's support is generally responsive, occasional delays in resolving technical issues can be frustrating. Overall, Intercom empowers us to deliver exceptional customer experiences, but careful budgeting and occasional patience are necessary.

Vorteile

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

Nachteile

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

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Gründe für den Wechsel zu Intercom

Vorteile

Convenience. Good integration to our internal product. Nice design.

Nachteile

Rarely it can be difficult to find previous chats by using only key words.

Vorteile

It has great features, when they are working correctly.

Nachteile

There is no live support. During major outages, which are far from uncommon, it is impossible to reach anyone. Their support is only available via chat, with 1-5 business day response times. Since the support team uses the same chat platform they offer to customers, it isn't possible to reach someone during a major outage. The support is very low quality during emergency situations, so it is not a dependable tool for teams offering live customer support.