Intercom

Avantages

Le logiciel Intercom facilite la communication avec les clients. Je l'utilise pour dialoguer avec les clients en temps réel par le biais d'un chat en direct, ce qui m'aide à répondre rapidement à leurs demandes et préoccupations. L'outil permet une communication personnalisée, on peut donc envoyer des messages sur mesure et ainsi optimiser la satisfaction des clients et les conversions de façon générale. Il s'agit d'un logiciel qui prend en charge de nombreux canaux de communication, surtout les e-mails, les messages in-app et l'intégration des médias sociaux. Ce point s'avère fortement avantageux, parce qu'il permet de toucher les clients là où ils se sentent le plus à l'aise.

Inconvénients

Malgré ses fonctionnalités et ses avantages, Intercom peut être relativement cher pour les TPE puisque les prix sont échelonnés en fonction du nombre d'utilisateurs et des fonctionnalités requises. La plateforme se révèle aussi un peu complexe à configurer et à utiliser, ce qui nécessite bien souvent des efforts supplémentaires. Les entreprises qui ont des ressources limitées peuvent avoir du mal à utiliser cet outil, mais c'est l'une des meilleures plateformes multicanales pour gérer la communication avec les clients.

Avantages

Ce logiciel est impressionnante et me permet de bien satisfaire mes clients en leur besoin. C'est un très bon logiciel

Inconvénients

Pas d'inconvénients, ce logiciel est le meilleur et me faire soulager mes clients à chaque fois.

Avantages

- Fonctionnalités étendues : Intercom offre une large gamme de fonctionnalités pour aider les entreprises à communiquer avec leurs clients de manière efficace, notamment la messagerie instantanée, le courrier électronique, les réseaux sociaux et les applications mobiles. Cela permet aux entreprises de communiquer avec les clients de manière transparente et cohérente, quel que soit le canal utilisé.- Facilité d'utilisation : La plateforme d'Intercom est facile à utiliser et intuitive. Les fonctionnalités sont facilement accessibles depuis un tableau de bord centralisé, ce qui permet aux utilisateurs de gérer toutes leurs conversations en un seul endroit. - Personnalisation : Intercom permet aux entreprises de personnaliser leur communication en fonction des besoins de leurs clients. Les utilisateurs peuvent créer des messages personnalisés, des réponses automatisées et des séquences de courrier électronique pour répondre aux besoins de chaque client.

Inconvénients

Prix ​​: Intercom peut être désigné pour les petites entreprises ou les entreprises en phase de démarrage.

Avantages

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

Inconvénients

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

Avantages

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.

Inconvénients

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

Avantages

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

Inconvénients

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

Avantages

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.

Inconvénients

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.

Alternatives envisagées 

Pourquoi choisir Intercom 

Logiciel antérieur 

Pourquoi passer à Intercom

Avantages

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

Inconvénients

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

Avantages

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

Inconvénients

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

Avantages

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.

Inconvénients

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

Avantages

Intercom's keyboard shortcuts are one of my favourite features, and they help make it a top-tier platform for efficient communication. By letting users include gifs, emoticons, photographs, and comments on conversations about any topic, it maintains a lively conversational atmosphere. It analyzes conversations and flags them as potentially repeated soon.

Inconvénients

If you have a lot of active chats, the search function may take too long to return results when you need to find something specific quickly.

Avantages

Intercom allows real-time communication and multichannel messaging: email, app, social networks, in-app messages, all in one platform.

Inconvénients

On basic plans, automation and segmentation capabilities are limited. It requires time and effort to learn how to use all of its features effectively.

Avantages

This platform allowed us to automate many of our customer interactions, which helped me save time and resources, and the integration with other tools we already use was easy and seamless.

Inconvénients

Although this platform offers a lot of functions and features, it can be overwhelming at first to understand and take full advantage of all of them, it would be great if they offered a little more guidance and training materials.

Avantages

Chat en tiempo real dirigido a mis consumidores

Inconvénients

Ninguna, todas se adaptan a mis necesidades básicas

Avantages

O SMS em massa tem meu coração , a facilidade de atingir os clientes é a melhor opção de aplicativo

Inconvénients

Para mim todos os recursos com a funcionalidade que eu uso estão dentro do meu agrado.

Avantages

Intercom has done a great job in keeping the platform so simple yet powerful. From chats to campaigns, all of it can be viewed in just a click of a button.

Inconvénients

Our client wanted to migrate intercom data to a CRM, and the process was so painful. We'd highly suggest business to use intercom if they don't have any plans getting a CRM software.

Avantages

Intercom set's in motion customer acquisition and onboarding. It's very intuitive and boost customer satisfaction team productivity. It also provides 24/7 support and customer engagement.

Inconvénients

Intercom Premium features are very pricy

Avantages

The interaction tools with potential customers are sensational, we know exactly who is interested in our products and how to approach them.

Inconvénients

I think the monthly price is a bit expensive

Avantages

Intercom makes it easy for us as a chat bot on our website. It enables our customers and users in general to talk to use live AND to have access to the Q&A as well. We can easily create articles to share not only on intercom but elsewhere as well. As a conversation management, we can search, open, start, close, tag conversations.

Inconvénients

Can be overwhelming of information for a first time user. It really takes time to learn and master the whole tool. Can be achieved only over months and months using it and spending a lot of time using and exploring it.

Avantages

We use Intercom to generate leads for our business by engaging with website visitors through live chat.

Inconvénients

The ability to ask visitors key information such as name and email address disappeared overnight and Intercom never told their customers this feature had stopped working.
We had to discover it for ourselves, only to be told that they knew there was an issue and it was not a priority to fix. Basically, it was tough luck!
This is after they took ages to get back to our support ticket.
Customer service is terrible and they just don't give two hoots about their customers.
Constantly introducing new features but not actually fixing the main feature that someone would need!
We're looking for an alternative to Intercom and as soon as we find it we will be leaving

Avantages

I really love how you can customize the chat widget as it appears on your website. I also love the ability to create "teams" to assign certain types of inquiries or conversations to. This helps manage who gets notified of a conversation, so that people only see the conversations they need to be a part of. If you need to bring in another team member, you can tag them using common symbols like "@JohnDoe." Plus, you can keep a cheerful, personable tone by using emoticons and gifs inside of chats.

The best feature of all is the ability to have a public-facing chat widget (on our public site), and a client-facing chat widget (for our clients to use when logged in). This allows us to track prospects or clients and all of their activity so that we can quickly help them with the page they're on, see past conversation histories, or jump into our CRM profile for them immediately.

Inconvénients

Intercom has a very clunky internal site that makes it difficult to manage settings and respond to chats quickly. Even worse, there seems to be a 15-45 second delay from when a chat is submitted on your site to when it pops up in a browser notification or phone notification. That may seem a short amount of time, but feels like an eternity to someone looking for a quick answer to their question. It makes our response time appear delayed.

Avantages

Intercom is super easy to use and implement. It's packed with time-saving features.

Inconvénients

Their support team is driving us crazy. It can take them up to 10 days to reply to a simple question.
Their pricing is also super frustrating. We're paying more than 500€/month. For a company with less than 10 employees and 1,300 paying clients, this is a lot of money.
Despite what we pay, we don't have access to their most recent features.

Alternatives envisagées 

Logiciel antérieur 

Pourquoi passer à Intercom

Avantages

We switched to Intercom intending to use it for simple customer support messaging. We now use it for so much else. Intercom is constantly innovating and releasing new features, from sales tools to product tours to bots and AI - Intercom is a very powerful tool.

Inconvénients

Every new feature is an add-on - wish there were a way to bundle everything and reduce the cost a bit more. It gets pretty expensive for a small, growing business.

Avantages

The platform performs well and is well laid out.

Inconvénients

The price is very high for what it adds.
Support is non-existent.

Avantages

I used their Article product. It has good interphase and a really smooth experience. A couple of things I liked about Intercom are:
1 - Elastic search on Knowledgebase.
2 - Live chat works really work with knowledge base platform
3 - UX is very clean and clutter free.
4 - Feedback feature on each article has helped a little.

Inconvénients

There is a lot more which they can do around knowledge base improvement:
1- they will not give you flexibility around the knowledge base structure.
2- I need to run the knowledgebase on main domain like www.website.com/url