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- Branche: Telekommunikation
- Unternehmensgröße: 51–200 Mitarbeiter
- Wöchentlich für Mehr als 1 Jahr genutzt
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Best in class
Vorteile
Great for many use-cases, multiple teams use it in our company and all have positive experiences when working with the features and support teams.
Nachteile
No significant cons from our perspective. Intercom is best in class for many reasons and we're very happy with the product.
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 11–50 Mitarbeiter
- Weitere für 6-12 Monate genutzt
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Not delivering value for money
Vorteile
Intercom has a really nice chat widget for websites, for the visitor of the website it is really easy to use.
Nachteile
Since the chat widget is so widely used, I thought Intercom was the leading marketing automation solution. However, I found that it, at that time did not support anything, but email and support pages. No SMS, no push notification, no embeddable in-web-app widgets. I looked elsewhere and found out that I could get much better solutions for less money.
- Branche: Bekleidung & Mode
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für 6-12 Monate genutzt
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Great customer support and literature
Vorteile
response to customers is very rich and always goes beyond my question. they implement their own products into their support so its use is fully illustrated.
Nachteile
the only thing i can think of is the time waited for a response which can sometimes be longer than an hour.
- Branche: Computer-Software
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für 1-5 Monate genutzt
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Must have for Saas
It's just an awesome product, with a great team behind it.
Vorteile
Definitely, it works as advertised, but it knows much more than expected. It can replace 2-3 of our previously used software: in-app chats, e-mail automation, knowledgebase, chatbot. It can even auto-translate the chat messages natively.
Nachteile
It takes time to get to know all the features, but their support team is very helpful and provide good articles to get you started.
- Branche: Telekommunikation
- Unternehmensgröße: 201–500 Mitarbeiter
- Wöchentlich für 6-12 Monate genutzt
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Robust Platform That Saves Time!
Vorteile
Intercom takes quite a bit of time to set up, but once it is set up with "saved replies" and "automated replies" with a robust help center... it really cuts down the time with each customer. More importantly, it delivers a more fun, pleasing customer experience.
Nachteile
The APIs are a bit tricky and don't work as well as we would have like... some only limit one way; when two way sync is the best for some situations.
- Branche: Computer-Software
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für 1-5 Monate genutzt
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The perfect tool to provide awesome customer support.
Streamlined customer service
Vorteile
Intercom is a great tool for customer support. It has lots of valuable features, such as the ability to embed help articles, leave notes for teammates, allow the users to leave a review, collect customer details, etc.
Nachteile
Don't have any specific complaints yet. I was a bit lost when using it for the first time, but once you figure out how things work, it becomes easy and intuitive.
- Branche: Gesundheit, Wellness & Fitness
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für 6-12 Monate genutzt
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Phil's Review
Vorteile
Very easy to navigate, view statistics, and it all looks clean. I also like the option to leave notes in messages for team communication
Nachteile
Nothing in particular, so far everything is great and convenient for customer service team and customers.
- Branche: Computer-Software
- Unternehmensgröße: 51–200 Mitarbeiter
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Need this to communicate with clients
We constantly had trouble communicating with our clients directly via app. We sent direct mail, email, even called bu nothing increased our product update visibility like Intercom messaging.
Vorteile
So simple to set up even non techies can do it.
Nachteile
People complain its not customizable enough but really you cannot satisfy everyone.
- Branche: E-Learning
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Very performant but expensive
We use it for the chat service and the automation marketing tool. It's very helpful but quiet expensive.
Nachteile
Price
- Branche: Computer-Software
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für 1-5 Monate genutzt
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Automated Help
I see all of the potential it can bring and am excited to get going with the bots and automation.
Vorteile
Intercom has so many automated features that really help the business run more efficiently. It takes a lot of preliminary problems out for human hours to be spent on the tougher questions. It has some great features that help organize, and prioritize.
Nachteile
It is a little overwhelming to look at in the beginning.
- Branche: Finanzdienstleistungen
- Unternehmensgröße: 10.000+ Mitarbeiter
- Wöchentlich für Mehr als 1 Jahr genutzt
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Intercom Review
Vorteile
One of the best tools to manage chatbots and customer facing applications. I really like the analytics that they have on the messages.
Nachteile
There can be more features introduced for visualization of the analytics on top of the data.
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False and misleading advertising reflects poorly on their corporate culture
They did not honor their early stage startup bundle offer. Even after we wrote and complained. Added a condition that the startup must be live which was not stated on their website. We're actually live (embedded feature within other websites) and sent them the link to prove it. Will not deal with them any further. False and misleading advertising and not owning up to their mistakes.
Vorteile
Not relevant since they did not honor their offer.
Nachteile
Please see review above.
- Branche: Marketing & Werbung
- Unternehmensgröße: 11–50 Mitarbeiter
- Wöchentlich für 6-12 Monate genutzt
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All around marketing interaction solution
Vorteile
It's one of the best user interaction platforms out there.
Its solution cover any possible case both before and after user acquisition (from initial website visitor engagement to user retention and support).
Nachteile
I think the UI is still a bit complicated and needs some time to get used to before you can leverage all the features and functionalities of Intercom's products.
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für 1-5 Monate genutzt
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Excellent tool for a suppor team
Couldn't be happier with Intercom! Its been the main support tool of our team for the past few months and has been doing a great job. Our clients are very satisfied.
Vorteile
Intuitive interface makes daily use very easy. Excellent to manage support conversations with clients and to provide self-service content via articles.
Nachteile
Formatting options for articles are a bit limited. Reports could be more complete.
- Branche: Design
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für 1-5 Monate genutzt
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Really good
Pretty good overall. Would recommend.
Vorteile
All the features, they're exhaustive. Triaging of customer queries is good
Nachteile
Very buggy. Especially the product tours
Antwort von Intercom
Thanks for leaving us this feedback Kanika, and for letting us know you would recommend Intercom.
I'll make sure to flag the buggy experience you're seeing with our product quality team as that's not expected behavior.
Thanks again,
Kate (Intercom - Customer Engagement)
- Branche: Einzelhandel
- Unternehmensgröße: 11–50 Mitarbeiter
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- Branche: Internet
- Unternehmensgröße: 11–50 Mitarbeiter
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- Branche: Computer-Software
- Unternehmensgröße: 11–50 Mitarbeiter
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- Branche: Fotografie
- Unternehmensgröße: 11–50 Mitarbeiter
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- Branche: Internet
- Unternehmensgröße: 11–50 Mitarbeiter
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- Branche: Öl & Energie
- Unternehmensgröße: 51–200 Mitarbeiter
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- Branche: Marktforschung
- Unternehmensgröße: 11–50 Mitarbeiter
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- Branche: Verbraucherdienste
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für 1-5 Monate genutzt
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Amazing System to Help our Customers!
Overall we love Intercom and grateful we made this switch for our company!
Vorteile
This software was such a wonderful find! Helping our customers in a fast efficient way was made possible by Intercom! Our team loves that we can auto assign emails to make sure they make it to the correct team member to help our customers faster. We can organize our emails to see what issues we run into most often to get them taken care of quicker!
Nachteile
There are a few tiny things we would love to change with auto assigning emails and being able to use saved replies in our 'notes'.
- Branche: Computer-Software
- Unternehmensgröße: 1.001–5.000 Mitarbeiter
- Weitere für Mehr als 1 Jahr genutzt
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Intercom was decent
Vorteile
Intercom chat functionality was good. Pretty simple to use and a fairly intuitive user interface to use.
Nachteile
Didn't like the lack of functionality. This is a bare bones chat app and is targeted for SMB. Not sure how much they cost
- Branche: Glücksspiel & Casinos
- Unternehmensgröße: 1.001–5.000 Mitarbeiter
- Weitere für 6-12 Monate genutzt
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Intercom
Vorteile
It's very easy to use for customer service and also has vary functional tools for planing the email which the company gets and answering them is also easy process , it has also funny tools for live chat , like emojis or GIFs . The design for this application is lovely .
Nachteile
I think they should fix some bugs which integration process has like the count of emails or online visitors.
- Branche: Gesundheit, Wellness & Fitness
- Unternehmensgröße: Selbstständig
- Wöchentlich für 1-5 Monate genutzt
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Good for customer engagement on website
Vorteile
All the customer engagement features are here like live chat, chatbot etc.
Nachteile
Pricing is on higher side, rest all is good.
- Branche: Verlagswesen
- Unternehmensgröße: 501–1.000 Mitarbeiter
- Täglich für 1-5 Monate genutzt
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My Intercom Review
I work in IT Support where I handle all IT related issues that are sent into our Intercom.
Vorteile
I use it daily at work. It is easy to see when conversations come into each user which makes it easier to monitor the inboxes for each user. I like the ability to Mention another user. It is an simple way of including others into the conversation without having to assign it to that specific user. The look of Intercom also attributes to the ease of use. It is visually pleasing and not daunting in appearance at all.
Nachteile
It is clunky to create a new conversation.
- Branche: Computer-Software
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für 1-5 Monate genutzt
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Best Customer Communicator
Vorteile
Its a one-stop solution for all your customer engagement needs either you want to chat with a customer, keep engaging or talk to him instantly, this is the best one to go with.
Nachteile
Lack of customisation is a major problem, where we have to write coding for anything. However, not all business needs such quite complex solutions are needed.
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 11–50 Mitarbeiter
- Monatlich für Mehr als 1 Jahr genutzt
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It's a great tool
Vorteile
I actually needed to create a virtual tour for my clients to help them familiarize with our platform, and Intercom has an awesome feature for that. Unfortunately, I couldn't find it myself, but I reach out to the support and they helped me a lot! Now I have several tours available for my clients and I'm happy with how they work, it's exactly what I needed.
Nachteile
There is really nothing I don't like about this software, but sometimes it's just too difficult to find some features and you have to call the support for assistance.
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 11–50 Mitarbeiter
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Looooooove Intercom
This app is really great for us a startup. It's an all in one solution that helps us on-board new customers, drip email prospects who have checked us out and segment our customers for product education. It truly handles about 90% of our marketing and sales efforts at the moment.
- Branche: Internet
- Unternehmensgröße: 1.001–5.000 Mitarbeiter
- Wöchentlich für 6-12 Monate genutzt
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Simply the best!
Vorteile
The best and most comprehensive software to automate your business functions in this fast-paced world. It provides the most value for money and is far superior compared to the competitors.
Nachteile
Some glitches are there in the internal side which restricts usage at times and also causes lead drop downs at times. These should be fixed.
- Branche: Hochschulbildung
- Unternehmensgröße: Selbstständig
- Täglich für Kostenlose Testversion genutzt
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Great customer service app
Vorteile
Intercom really makes it easy to interact with your customers in a meaningful way. Users can get triggers on different pages, and engage with you via a great interface.
Nachteile
Honestly it's very expensive for a startup to have. I was very surprised that their pricing options didn't included a free option with the very basic features.
- Branche: Internet
- Unternehmensgröße: 2–10 Mitarbeiter
- Wöchentlich für 6-12 Monate genutzt
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A good application for support
A very complete way to give support to costumers
Vorteile
You can manage a lot of conversations with customers and using the API, you can take information about the customers from your application and more information given by intercom.
Nachteile
At the begining, is not very easy tu use this program, but it is because there are a lot of options to use.
- Branche: Grafikdesign
- Unternehmensgröße: Selbstständig
- Wöchentlich für 1-5 Monate genutzt
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Avis d'utilisateurs
Vorteile
Le logiciel est intéressant et je le conseil
Nachteile
Just quelques fonctionnalités à développer et il sera plus utilisée
- Wöchentlich für 6-12 Monate genutzt
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Great customer interaction software
Vorteile
- Plain and easy to use design
- Has most of the features that are needed for any industry
- Provides multiple platform options which helps to integrate in all platforms of any products
Nachteile
- Pricing is not freemium, so we need to pay at the day 1. There is no options to try out the feature before using the app.
- Branche: Einzelhandel
- Unternehmensgröße: 5.001–10.000 Mitarbeiter
- Wöchentlich für 1-5 Monate genutzt
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Great for customer service
Intercom is great for quickly getting in contact with site reps.
Vorteile
The text style of intercom makes it easy to connect with customer service and communicate problems on different websites.
Nachteile
Targeted messages might be a bother to customers while browsing a website. Although the website provides the message, intercom should make it less intrusive.
Antwort von Intercom
Hi Courtney,
Thanks so much for taking the time to leave us this feedback. It always makes me happy to hear we're making it easier to connect with your customers!
Your feedback on less intrusive message options has certainly been heard by the team here...in fact if you keep an eye in your 'what's new' section in the coming weeks you may see something you like ;)
Thanks again,
Kate (Intercom - Customer Engagement)
- Täglich für 1-5 Monate genutzt
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A very clean and polished product for companies that don't want to supply support quickly
It was very clean and very easy to use
Vorteile
Very polished and easy to use. You can include gifs in your responses and the conversations are formatted really well.
Nachteile
It's not designed to respond to customers quickly. They act like it's a live chat program but it's not designed to quickly respond and chat with customers. Every time we contacted support about an issue we were having they were nice but told us it wasn't how the product was designed to work. Many times we were just thanked for our feedback.
- Branche: Medienproduktion
- Unternehmensgröße: 11–50 Mitarbeiter
- Wöchentlich für 1-5 Monate genutzt
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We just started with intercom, but it's a best for now
Vorteile
We just started with intercom, but it's the best chatbot plugin for us, we used a few different software before, but all of them didn't have enough functionality and stability. Intercom gives us all that we need.
Nachteile
The most bigger problem of intercom is pricing.
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Great for mass communications
Intercom is awesome for mass communications to your workforce. You're able to specifically target the users who need new information.
- Branche: Computer-Software
- Unternehmensgröße: 2–10 Mitarbeiter
- Monatlich für Mehr als 1 Jahr genutzt
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Customer friendly solution
Vorteile
Great user experience
Not intrusive for the user
Nachteile
Extra modules can be costly
Support for Spanish (AI)
- Branche: Unterhaltungselektronik
- Unternehmensgröße: Selbstständig
- Täglich für Kostenlose Testversion genutzt
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Great Chat Box!
Vorteile
Intercom has a great interface and is easy to read. Its very easy to use from a user stand point and also on the back end. Great software and probably the easiest one that I have used.
Nachteile
Sometimes it will not load properly or will freeze up and I have to restart it, nothing to major though!
- Täglich für 1-5 Monate genutzt
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Is there a reason for there to be another customer engagement app??? Intercom Rules!!
Vorteile
Hmmm, to narrow it down to one thing...Intercom has DRASTICALLY changed our ability to interact with our clients, from customizing messages when a client is on a specific webpage, to archiving conversations to reference when future messages come in, Intercom provides us with the tools and enhancements to stay in better contact with our clients.
Nachteile
They continue to update and improve the app, there's not a single thing I could say that I like least about it because it's all great!
- Branche: Onlinemedien
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für 1-5 Monate genutzt
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Easy customer service for a team approach
Vorteile
This was easy to transfer customers to another team, great notifications on PC and phone and great notifications back to the customer.
Nachteile
I disliked that customers didn't expect a time delay through this, so were frustrated if you didn't respond quickly.
Antwort von Intercom
Very useful feedback - thank you.
- Branche: Computer-Software
- Unternehmensgröße: 51–200 Mitarbeiter
- Monatlich für 6-12 Monate genutzt
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Does a great way to do in-app messaging
Love it!
Vorteile
What better way to reach your customers than messaging them in-app? It's flexible, clean, and it actually works!
Nachteile
Occasionally our users have found it intrusive. I'd also love even more powerful segmentation, personalization and logic.
- Branche: Bildungsmanagement
- Unternehmensgröße: 11–50 Mitarbeiter
- Wöchentlich für Mehr als 1 Jahr genutzt
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good software for most use
Vorteile
Good software that has a lot of features and enables to automate the relation with the customers.
Nachteile
Quite heavy to set up and not completely suitable for chat situation.
Antwort von Intercom
Antoine - thanks for taking the time to leave a review. Let us know if there's anything we can do to help - you can reply to me directly or reach out to Support through the Messenger. John
- Branche: Marketing & Werbung
- Unternehmensgröße: 11–50 Mitarbeiter
- Wöchentlich für 6-12 Monate genutzt
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Not Bad
Vorteile
Lots of features including stickers. Great way to add a live chat to your site. Has both chat and email options to cover all of your needs.
Nachteile
Not user-friendly. Tough to add contacts. Doesn't seem like contacts always receive responses. No way to whitelist a specific email.
- Branche: Computer-Software
- Unternehmensgröße: 2–10 Mitarbeiter
- Monatlich für 1-5 Monate genutzt
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End user (customer) perspective: Intercom doesn't add much value
Vorteile
From the end user/customer's perspective, it's good to have a real-time communications link to the business.
Nachteile
In practice, communication via Intercom is often not real-time, setting a false expectation. With this in mind, the prominent intercom icons displayed on websites become annoyances.
Antwort von Intercom
Thank you for your review. While Intercom is often used as a live chat solution, we do offer the ability to properly set expectations with customers regarding when they should expect a response to assuage the concerns you have mentioned. We also allow customers to set office hours so when your team is offline, customers will know when to expect your team to be back online
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 11–50 Mitarbeiter
- Wöchentlich für 1-5 Monate genutzt
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Great app to use for chatting with clients
Vorteile
I like that it is customizable, that you can assign conversations to someone, that you can enter information about the new clients on a pane next to the chat, and that you can see what web page to client visited before messaging you. I also like that it can send automatic replies.
Nachteile
I don't like the overall design of the Intercom app that agent use. I don't feel like it is very user-friendly. I feel like finding the actual conversations can be sometimes complicated, as there is an "Inbox", "Messages", "Platform" and "Messages" section, which all sounds like sections where you would find conversations to me.
- Branche: Computer-Software
- Unternehmensgröße: 51–200 Mitarbeiter
- Monatlich für 6-12 Monate genutzt
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Great user feedback source
It is a great tool for collecting feedback by users of your application
Vorteile
My main and favorite features are the search using conversation tags and the weekly report of open tickets that were marked by these tags.
Nachteile
The main point of improvement is tag management. Today it is complex to manage tags and it could be more intuitive to create subtags
Antwort von Intercom
Hi Rita, thanks for leaving us this review. I'm glad to hear you like our feedback features, and I hope you've seen all of the great upgrades we've recently made in the conversation data space!
Thanks too for your feedback on tag management. I'll make sure to send this on to the Product team :)
Thanks again,
Kate (Intercom - Customer Engagement)
- Branche: Maschinenbau oder Wirtschaftsingenieurwesen
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für 1-5 Monate genutzt
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Utile per la gestione
Vorteile
Utile per la gestione delle richieste dei clienti
Nachteile
In generale lo trovo semplice e facile.