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- Branche: Computer-Software
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für 1-5 Monate genutzt
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Good customer service platform
Good customer service
Vorteile
What I like most about intercom is that it easily allows you to handle customer inquiries and assign to the appropriate party
Nachteile
If I could improve one thing it would be to be able to group inquires based on their category or flag them for later
- Branche: Computer-Software
- Unternehmensgröße: 501–1.000 Mitarbeiter
- Wöchentlich für 6-12 Monate genutzt
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it is has lot of feature
Vorteile
its customer service is good and helps walk through how to solve for an issue end to end very easily.
it is easy to use. you get a message from the user and direct contact with customers.
Nachteile
in which has a limitation which how many conversation users can open.
- Täglich für 6-12 Monate genutzt
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Intercom brought all our sales need to the table.
Intercom removes the need to run different software for help desk,customer support, sales and marketing lead generation.Just makes sense.
Vorteile
Intercom is basically more than an helpdesk software.It is a sales/marketing software . Allowing us to generate leads,and target users all from one dashboard. Intercom basically is a life saver for startups.
Nachteile
It is overly expensive per month. Most companies will rather subscribe to different products each doing parts what intercom does and still pay way less than monthly charge.
- Wöchentlich für Mehr als 2 Jahre genutzt
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Intercom lets us stay communicated with all our customers
Vorteile
-Triggers to let us know which customers need to be engaged
-Lets us send our monthly newsletters by filtering different messaging to different people
- Easy way to understand our clients. How many times they interact with our software, what location they login from etc.
Nachteile
Doesn't allow an easy way to setup just one template, and put "conditions" in that template.
If we want to send the same template, but change one line of the email template, based on the customer, we need to create completely separate templates.
- Branche: Marktforschung
- Unternehmensgröße: 51–200 Mitarbeiter
- Wöchentlich für 6-12 Monate genutzt
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Great tool for our customer support
Great overall!
Vorteile
Very easy to use. It tells a lot about the UI when you can work on a tool from day 1 without any training! Support team is very helpful and answers very fast.
Nachteile
Reporting could be improved. Pricing can be an issue if you start having many users.
- Täglich für 6-12 Monate genutzt
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We used with our company website as an easy on-boarding tool for new customers
Vorteile
It is really easy to integrate it with your website or your mobiles apps. The dashboard is easy to use and provide a lot of customization.
Nachteile
The lack of customisation on the mobile platform (iOS) when we were using it. We could change some colours and do some small tweaks but that was about it.
- Branche: Computer-Software
- Unternehmensgröße: Selbstständig
- Täglich für 6-12 Monate genutzt
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Great support and marketing tool
Better knowing our users.
Vorteile
Dashboard is intuitive. You can grasp your users. So many services has integrations with Intercom. That means you can filter and segment your users with external data.
Nachteile
It's a bit expensive for small businesses or bootstrapping startups and it's getting more expensive.
- Branche: Bildungsmanagement
- Unternehmensgröße: 201–500 Mitarbeiter
- Wöchentlich für 6-12 Monate genutzt
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Great for checking in on customer questions and requests
Vorteile
I like how simple it is to collaborate with the customer support team to view customer questions, requests, and concerns.
Nachteile
The interface can be a little confusing sometimes.
- Wöchentlich für 6-12 Monate genutzt
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Nice app!
Vorteile
1. I like the design of the application overall.
2. The features are cool and there's a good variety.
Nachteile
I get overwhelmed going into the app. There's not a lot of hierarchy in elements. My eyes go all over the place. It is hard to find things.
- Branche: Finanzdienstleistungen
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für 6-12 Monate genutzt
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Love this app. Essential to our customer support operations.
The ability to form and manage personal relationships with dozens (hundreds?) of customers is unrivaled to other products that I've used.
Vorteile
Hones in on the most important parts of our customer service operations
Chat is the most helpful.
Email marketing has the ability to go as deep as you need it to in terms of customer segmentation.
Nachteile
In order to get the most out of the service, you need ha highly technical staff
You need to keep up with all automated comms in order for messaging to not get out of date.
- Täglich für 6-12 Monate genutzt
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Essential functionality that costs an arm and a leg
Vorteile
The features are great. An integrated CRM, easy-to-use API, centralized place to see customer data and communication, shared customer support inbox. We added custom fields particular to our product that we then programmatically added when users signed up to our service.
Nachteile
You'll pay quite a bit to have all this functionality in one system. You can probably get better deals if you find different carriers for each, but the all-in-one is exactly what makes Intercom useful.
- Branche: Computer-Software
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für 1-5 Monate genutzt
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Easy Platform to use for Customer Service/Retention
Vorteile
I love that in this software you can tag people in conversations if you need their help and get the customer taken care of quicker.
Nachteile
The hardest thing about the software is that with email marketing to customers takes so long to figure out.
- Täglich für 1-5 Monate genutzt
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We have really enjoyed our intercom experience so far!
Vorteile
I love the design and how easy it is to use. Our developers also found it very easy to implement into our software.
Nachteile
There are no real cons I can think of, however, I would love to see more customization available for the chat boxes.
- Branche: Computer-Software
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Excellent product with even better customer support!
I'll be more than happy to elaborate you the missed feature. I'm sure it will help other users as well which are using the round robin feature.
Vorteile
Easy to use, nice help articles, really awesome support.
Nachteile
I'm missing some customisation options for the assignment rules for the round robin feature, but I'm sure they'll be added in the future.
- Branche: Textilien
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für 6-12 Monate genutzt
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Easy Chat platform
Vorteile
This software is easy to use for one on one chat. A lot of people can claim and respond to the chat individually. I can switch between company brands easily.
Nachteile
Like all software, at times, this one can be a little slow and glitchy. Usually, a refresh does the trick!
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Great product!
Vorteile
Its very easy to understand and analyse the leads
Very user friendly and also able to monitor chats as well
Nachteile
Notification sound can not be customized
- Branche: Computer-Software
- Unternehmensgröße: 51–200 Mitarbeiter
- Wöchentlich für 6-12 Monate genutzt
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Best software to use for lead generation/onsite chat.
Vorteile
We used it for the support team so that the users can reach with any issue within our dashboard itself. The integration was easy. Integration with zendesk helped a lot.
Nachteile
The Ui could have been made a little more user friendly.
- Branche: Computer-Software
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für 1-5 Monate genutzt
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Great customer support solution overall
Vorteile
We're currently only implementing Intercom as a customer support and knowledge base solution for our service, but so far so good. We choose it because of the features and services the their ecosystem provides, so you have all in one package: customer support chart, knowledge base/resources for site as a Help center with further integration directly into our own SaaS product and, of course, the analytics. A full package for a comparatively low price.
Nachteile
Unfortunately, Intecom is only available as a SaaS service. Having an ability to deploy it on our own server would have been a really nice addition.
- Branche: Internet
- Unternehmensgröße: 51–200 Mitarbeiter
- Wöchentlich für Mehr als 2 Jahre genutzt
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Intercom review
Vorteile
Intercom is great tools for doing emailing. Very easy to use features
Nachteile
The only concern is the value for money of this software. It does its job well, but not at that price.
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Very good communication platform - great to have everything in one place.
Customer insights and ability to send messages at the right time.
Vorteile
Ease of use and ability to reply to customers quickly to their questions.
Automessage feature is great for onboarding new users.
Nachteile
They kept moving features to differnet sections, but they have now simplified it which has solved the problem
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 11–50 Mitarbeiter
- Wöchentlich für 6-12 Monate genutzt
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Intercom Works Great For Us
Vorteile
Easy and efficient way for our whole team to interact with customers via our website.
Nachteile
It can be overwhelming if everyone on the team is getting all the messages. However, the notification settings are adjustable.
- Branche: Verteidigung & Raumfahrt
- Unternehmensgröße: 201–500 Mitarbeiter
- Monatlich für 6-12 Monate genutzt
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Very Slick Service but Expensive
Good, slick application but didn't like the pricing model.
Vorteile
Very easy to use and get setup. Good account management and easy run through process. The software works and is used by a lot of large companies.
Nachteile
It's too expensive and personally I don't like the way you have to pay for the individual services and usage charges. I would rather have one subscription rate and know what I was paying each month. This was a major factor in my company not using the software.
Antwort von Intercom
Hi Ben, sorry to hear the pricing model didn't work for Fatsoma. I'll make sure that feedback reaches the right people at Intercom.
- Branche: Computer-Software
- Wöchentlich für 6-12 Monate genutzt
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Great support and help center tool
Vorteile
This tools turned out to be very effective and productive for us when it comes to supporting our clients.
Nachteile
I think it's still very expensive for early startups, even though they have a specific plan for it.
- Branche: Immobilien
- Unternehmensgröße: 201–500 Mitarbeiter
- Wöchentlich für Mehr als 2 Jahre genutzt
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Solid product
Vorteile
Helps a lot when clients come to the website to chat with them and makes it easy to connect with them quickly! Very useful
Nachteile
Don’t have any complaints about the system
- Branche: Bau
- Unternehmensgröße: 201–500 Mitarbeiter
- Täglich für Kostenlose Testversion genutzt
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Beginners choice
Vorteile
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
Nachteile
Needs much more improvisation in terms of features like market insights, ICP, lead generation.
Antwort von Intercom
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)
- Branche: Bekleidung & Mode
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für 6-12 Monate genutzt
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Great product
I am happy with Intercom, their CC always help quicky, overall nice design, very modern and great looking, easy to use for begginers.
Vorteile
-easy to use
-innovative
-reports
-nice design
-reliable
-great CC
Nachteile
-no all functions i would need
-sometimes hard to find some functions
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 201–500 Mitarbeiter
- Wöchentlich für 6-12 Monate genutzt
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Complete messaging platform
Vorteile
You can communicate with customers from any platform website, app or email.
Nachteile
Sometimes may be due to network connection chat does not trigger and nothing happens. This issue happened quite a few times.
- Branche: Marketing & Werbung
- Unternehmensgröße: 2–10 Mitarbeiter
- Wöchentlich für Mehr als 1 Jahr genutzt
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Great beginner CMS
Vorteile
Intercom has all the features for a newly started start-up.
Nachteile
If you are looking for more technical tracking or super custom tracking KPI its a little to basic.
- Branche: Internet
- Unternehmensgröße: 51–200 Mitarbeiter
- Wöchentlich für 1-5 Monate genutzt
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User-friendly but not developer friendly
Vorteile
It is user friend for non technical folks
Nachteile
It is not easy to see what is under the hood. For example, data received from integrations with 3rd party apps are not easily available unless you send this data to a data warehouse. It would be helpful to be able to see a preview (maybe 5 records) of what data was received from each integrated app directly in intercom.
Antwort von Intercom
Hi Jo - thanks for taking the time to leave Intercom a review.
It's great to hear that you've found Intercom to be easy to use, even if you're not technical.
We also appreciate your feedback around integrations and the data -this is great feedback and I will let the product team know.
Thanks,
Eabha (Customer Engagement)
- Branche: Marketing & Werbung
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für 1-5 Monate genutzt
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Fantastic client relations
Vorteile
Intercom is a brilliant customer interaction solution offering clever bots, follow ups and design
Nachteile
The integration options could be better allowing for more powerful customer hour etc measurement
- Täglich für 1-5 Monate genutzt
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I use Intercom every day at work to interact with our customers quickly and efficiently.
The benefits of Intercom are that it is very user friendly and helps us interact with our customers more efficiently!
Vorteile
I find Intercom extremely easy to use and it has helped our company so much over the past month. We have it directly on our software so that our customers can message us whenever they are come across a problem or have a question. Implementing Intercom has decreased our number of phone calls and emails while also helping us get in contact with our customers faster than ever!
Nachteile
It would be nice if I could add attachments to my saved replies as this could save me from doing another step.
- Branche: Computer-Software
- Unternehmensgröße: 51–200 Mitarbeiter
- Monatlich für Mehr als 1 Jahr genutzt
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A solid chat software
Vorteile
Intercom is a relatively simple way to host both in-app and on-site chat with customers. It's easy to route certain conversations to certain people (questions to support, prospects to sales, etc.)
Nachteile
Much of the new functionality that's on the cutting-edge of chat—video, advanced bots, etc.—requires higher tiers of packaging. Wish more of these were available at a base package level.
- Täglich für 6-12 Monate genutzt
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Awesome customer support tool
Vorteile
I have used intercom in few off my apps as customer support, and can say that it was really good experience.
Nachteile
Did find that few time my app crashed due to intercom issue but it was really some use-cases that are hard to reproduce.
- Wöchentlich für Mehr als 1 Jahr genutzt
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Nice website plugin
Vorteile
I use this in place of a call center to get help to my site users without taking a ton of calls. Helps weed out easy problems from more difficult ones. It keeps a record of the interaction which helps a lot and reminds me how often people are viewing the site.
Nachteile
Paid add on service that is just one more fee to add to the overhead you have to really assess if its worth the fees for a small business owner. It is for me.
- Branche: Computer-Software
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für 6-12 Monate genutzt
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One of the best ways to communicate with customers
Vorteile
Great options for communicate with users in-app, excellent ability to create auto-messages based on rules and filters
Nachteile
Sometimes UI can be a bit confusing, doesn't refresh automatically to display new messages 100% of the time
- Weitere für 1-5 Monate genutzt
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A fantastic tool that's feature rich but way over priced
Vorteile
What an amazing tool. It's feature packed, and just works. Aside from having to find some custom code to get the tracking working, I was able to get this tool setup quickly and working seamlessly. I found it very helpful to have during a big launch campaign.
Nachteile
A really nice addition would be the ability to send some audio and video in both directions. It's a shame that level of personalisation isn't there. Also, the main con, is the price. Even though they have a plan for founding companies now, it's only for a year and still makes the platform a sizeable investment.
- Branche: Computer-Software
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für 1-5 Monate genutzt
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Amazing but expansive live-chat software
Vorteile
Intercom is a very good live-chat software with outstanding automation, messaging and helpdoc center.
Nachteile
It gets very expansive as your team grows, and their pricing is somewhat unclear.
- Branche: Computer-Software
- Unternehmensgröße: 201–500 Mitarbeiter
- Wöchentlich für 6-12 Monate genutzt
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Intercom - A Way to Stay in Communication with Customers
Vorteile
It easily helps you address and cater to inbound leads, customer service requests, and other inquires. You can respond quickly to customers who are curious about getting a demo of the product etc.
Nachteile
Nothing in particular stands out, it functions exactly as promised and never had an issue personally.
- Branche: Computer-Software
- Unternehmensgröße: 201–500 Mitarbeiter
- Weitere für Mehr als 1 Jahr genutzt
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Best live chat support platform for your business web site
I am a developer who has contributed to the Intercom integration of our company product. You can customize the location where the Intercom is displayed and may events are provided by the Intercom API to listen for Intercom related actions.
From a user perspective also it is very rich in user experience and easy to use.
The technical support is very good and replies fast.
Vorteile
You can customize how to display the intercom launcher and the messenger on your site as you want.
Nachteile
It's a bit expensive to be used by a small scale company.
- Branche: Bau
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für 1-5 Monate genutzt
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Keeping customers happy
Vorteile
What I like most about Intercom is that it keeps track of all of my customers interactions and experiences with my company. They make sure to notify me if there are any unhappy customers so that we can make them happy.
Nachteile
So far I have zero complaints with the Intercom software.
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für 1-5 Monate genutzt
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Client Support
Vorteile
Very simple and friendly to use. It has a helpful variety of features and it is very adaptable.
Nachteile
I do not have anything to comment on the perspective of real-time customer support.
- Branche: Finanzdienstleistungen
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für 6-12 Monate genutzt
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Great Startup Package
I save time and money and deliver a better service to our customers
Vorteile
Easy to implement Customer Engagement Software with great usability and awesome and affordable features with the startup programme.
Nachteile
I heard that they are working on more sales focus software as well, currently they dont offer great sales solution but if they expand into that area as well, it will be a great asset to any customer and sales centric company
- Branche: Computer-Software
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für Kostenlose Testversion genutzt
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A need for customer-company communication
Vorteile
The ease-of-use and the super friendly UI and that it got many cool features and it's a very good time saver for communication with your customers.
Nachteile
The high price (and if there could be a free plan for startups and open-source projects for developers).
- Branche: Computer-Software
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für 1-5 Monate genutzt
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Essential for your website
Very positive so far
Vorteile
UI is great
It works
Great CRM and chat tool
Great for communcating with customers in app
Nachteile
Costly but apart from that I can't think of anything I dislike
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für 6-12 Monate genutzt
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Website chat
Overall, it isn't the easiest to use when you are trying to market new things or pull reports. But it is great to use just to chat people back.
Vorteile
I like that it is a great way to communicate with people that are visiting our site that want to quickly chat or quickly get answers.
Nachteile
I don't like that when I need support they have a chat that pops up saying that they are doing to respond in a few hours- but they are a chat company!
- Branche: Telekommunikation
- Unternehmensgröße: 2–10 Mitarbeiter
- Wöchentlich für 6-12 Monate genutzt
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Intercom
i like intercom and the fact it works on ios and android and pc although i feel the UX design could be improved
Vorteile
I like the knowldege base secion very easy embeded on to websites
Nachteile
to much everywhere it could be simplifid for beginners
Antwort von Intercom
Hi Levi, thanks for leaving us this review and feedback.
I love the idea of a simplified view for beginners as the platform has so many features and capabilities that it could look complicated for first time users. Thankfully we have a fantastic Product Education team who make sure onboarding is designed with just this in mind, but it's always good to hear about ways we could do more.
Thanks again,
Kate (Intercom - Customer Engagement)
- Branche: Eventservice
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für Kostenlose Testversion genutzt
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Intercom Review
Vorteile
We have not yet implemented but found the tool covering eveything we need from an online chat customer support tool
Nachteile
A bit expensive free trial very limited features
- Branche: Computer-Software
- Unternehmensgröße: 11–50 Mitarbeiter
- Monatlich für Mehr als 1 Jahr genutzt
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Indispensable product that charges for extra features
CX, sales and product communication all route through Intercom
Vorteile
Great way to centralize support and user communication. Intuitive and reliable. Support generally good.
Nachteile
Every feature adds to price and sometimes it feels like the product is artificially limited. Some features are not as easy to use.
Antwort von Intercom
Hi Shane, thanks for taking the time to leave us a review. I'm happy to hear that you have found our support team to be good - they will be delighted to hear that :) It's also great to hear the word reliable in your review, we work really hard at this!
I'm sorry that you have found extra features and add-ons to always be extra. We are always trying to find ways to deliver value to our customers so I will pass this feedback onto our internal team.
Thanks,
Eabha (Customer Engagement)
- Branche: Einzelhandel
- Unternehmensgröße: 2–10 Mitarbeiter
- Weitere für 6-12 Monate genutzt
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It works well, but tough to set up
I understand how to use it for the most part but there were many limitations
Vorteile
The automation is amazing. It saves so much time and also doubles as a customer service tool.
Nachteile
It's tough to set up and requires a developer.
- Branche: Computer-Software
- Unternehmensgröße: 11–50 Mitarbeiter
- Wöchentlich für Mehr als 1 Jahr genutzt
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Making Marketing Emails a Breeze
Vorteile
From a marketing standpoint, creating an email drip campaign with Intercom is really simple and intuitive. You're also able to slice and dice your data accordingly so that you're targeting just the people you want.
Nachteile
Sometimes the platform was a little difficult to figure out because it's so robust. Thankfully the Intercom team is super responsive and willing to help when you're in a pinch.