Intercom

Avantages

- UI/UX
- Ease of learn
- Integration with your app (depending on your stack I suppose)
- Client facing quality / customisation options of the tool

Inconvénients

- Price point for different packages. Because you have to pay per month for each and there are 2 tiers for each, for a smaller startup it's expensive. Have to work with them to grow into it.

- The product isn't that great relative to a self build if you got big enough. You'd want to look at building your own solution.

Avantages

I like that it keeps me connected with our clients! alot of issues that would take a while to get resolved via email gets solved faster via direct chat. In addition the help desk intercom offers is great, it's very simple to use and the design is clean.

Inconvénients

It's really tough to find cons about this application, I would say the only thing that could be better is perhaps a more obvious notification when people chat you.

Avantages

Very user friendly tool and they always listen to feedback.

Inconvénients

Should have some more intutuive UI and reporting should have proper sections.

Avantages

It's so much more than just a "website chat" - it's a whole customer engagement platform. They have great APIs and are very flexible. Also product tours are amazing.

Inconvénients

It can be confusing to use. The API CAN be confusing at first since there is a lot of terminology they use.

Avantages

Intercom is very easy to use and straight forward. After 5 minutes of looking into it I was able to start taking chats and engaging with customers.

Inconvénients

Due to its simplicity, the way you track your chats has some issues. It'd be good to have more status available for us to be able to quickly track what part of the conversation .

I would like to see the notes all together as well, instead of inside the chat, so I don't have to scroll up everytime I want to read notes someone left.

Avantages

The ease of use for the entire software

Inconvénients

There’s nothing I could complain about with this software

Avantages

This improved our ability to communicate with our customers and cut our response time

Inconvénients

Nothing! This software is incredible to use!

Avantages

The software is intuitive and exceedingly useful. It does a lot, but with a unified theme of support and helping you engage with customers. The NOTES feature is incredibly useful for training and inter team conversations.

Inconvénients

If you need customer support, the team is super slow to respond. However, they have a plethora of help articles, and you can figure out most of it yourself while waiting on a reply.

Avantages

Customised task bot, ease of ticket assignment, internal note and tagging, office hours automation

Inconvénients

The bot set up are not very intuitive, I end up having to look through online videos in the intercom help center a lot of which have outdated UI so it's hard to follow along to. Customer service is not very responsive, and add on features end up costing a lot

Avantages

I love being able to segment users based on their engagement in our platform. Our onboarding completely changed once we picked up intercom.

We started parsing out inactive customers and trying to re-engage them when they hadn't logged into our platform in over 10 days.

We're also able to see those that are the most active and encourage them to help us with case studies and testimonials

Inconvénients

I think it would be fantastic to introduce something in the way of AI chatbots into the platform to save me some extra time trying to get back to people.

Avantages

- Easy to use and onboard users
- Opens a different channel (chatbot) for lead generation
- The brand and innovation of the product grows often

Inconvénients

- Analytics and reports pulled from chatbots and the channels are not super detailed sometimes
- Wish there was more training on how to leverage Intercom to its maximum (we are just using it for the bare minimum)

Avantages

Intercom is extremely well-designed and very powerful. It's the core of our user management strategy.

Inconvénients

It's expensive and since it's so full-featured it can be complicated to use. It's also quite pricey.

Avantages

Easy to set up, they are constantly adding new features, it allows you to serve articles and content first so the user can find their answer quickly. This deflects support tickets. The chat feature is good for quick questions and when you do not offer phone support. The report is super easer to look at weekly and report back to execs.

Inconvénients

They offer support through chat but sometimes you just want to talk to a human.
The tool is simple so the customization is limited.

Avantages

I like how Intercom automatically asks prospects to enter their name, email, company, etc. so that we are able to easily see what account they are associated with.

Inconvénients

If the prospect directs away from the main Intercom chat page, they do not see our responses. This means that we lose a lot of potential customers when we don't answer the chat immediately.

Avantages

OMG!! What isn't there to love about Intercom. I am one of their biggest fans. Everything is very user friendly and they are always coming out with new updates and bettering the product.

Inconvénients

There is not one single thing that I don't like about intercom.

Avantages

The product has all the standard features you would expect from online chat with flows, bots, help desk, etc. Support is quite reactive.

Inconvénients

Interface is a bit outdated and some modern features you can see in alternative products (for example Drift) are not available.

Alternatives envisagées 

Pourquoi choisir Intercom 

Logiciel antérieur 

Avantages

Very nice UI/UX. Extremely powerful once you learn how to use the plethora of features it offers. Also, love the chatbot!

Inconvénients

Learning curve is a bit steep but it's well worth it.

Avantages

This allows us to chat with customers, pull reporting and see how customer review chats. Very useful tool for any business.

Inconvénients

The only thing I don't like is that they have a lot of message pop ups.

Avantages

Its very user friendly. Very organized. Keeps every piece of information about your customers at one place.

Inconvénients

Nothing as such. Everything is just perfect

Avantages

It is easy to use and use to integrate into our software. It provides us access to our customers and the ability to meet their needs at a moments notice. I would definitely recommend for any software company (or really any company for that matter).

Inconvénients

We are still in the process of working to get it fully integrated with our customers and their login information. That is probably more on our end though.

Avantages

intercom design and how it works catches customers attention which adds trust and confidence to our website. our customer service team also loves using it because on how its easy to use and additional data intercom provides about the customer

Inconvénients

we dont have man power to have 24/7 availability on our agent, intercom does not provide offline mode.

Avantages

It's easy to use and you can build a customer support team within the tool.

Another bonus is the mobile application that allows for direct contact with customers and enables me to answer questions whenever and wherever

The ability to intergrade third party tools.

Inconvénients

Setting up automated emails within intercom is an issue. when making an onboarding flow, the final in app mesage is also sent by email. These emails end up in spam folders for the most part.

Avantages

I like being able to see the usage data it can provide. It also is great to send in-app messages with!

Inconvénients

Not too many things I don't like about intercom

Avantages

I can’t stay always close to my computer, and that’s not a problem, this software create a direct line for chatting with clients, friends or businesses partners. 100% recommended

Inconvénients

There isn’t cons with the software really. I use it at least 6 or 7 months and im always happy with the results

Avantages

I’ve used intercom in the past and it’s a great web chat tool that adds lots of automation and bit features. Knowledge / help center integration is great

Inconvénients

Not much is bad about the software. One negative is that every software site seems to have it so it’s not unique to your site

Avantages

User-friendly interface, uptime, knowledgebase

Inconvénients

Lack of functions for support team leads e.g. extract of chats for one CS rep. to make QA

Avantages

Intercom is like a full stack comminucation software that generates great value to companies like ours.

Inconvénients

I don't really like the way you group data reports. You are aggregating data by teammates but not by groups, it's impossible to have the metics for a specific group that have teammates in multiple groups.

Avantages

Easily accessible from browser, application available for mobile devices.

Inconvénients

Need proper internet connection to use it properly.

Avantages

In general, the support you provide to your customers makes them happy and creates positive thoughts about the quality of your company.

Inconvénients

The interface in the live chat section needs to be more customizable, the theme and design of our website did not match the default live chat design and we had a problem for a while.

Avantages

We picked Intercom for it's easy user interface, ability to host our knowledge base, and chat feature. We need a way to communicate and provide support to our users inside our application, and it worked well for that. They also had great, quick support.

Inconvénients

We ultimately ended up switching to another product because Intercom couldn't fulfill our need of an all in one solution where we could connect leads and users like we wanted.

Alternatives envisagées 

Pourquoi passer à Intercom

Avantages

Intercom’s in-app messaging is an amazing tool for reaching our customers. The dashboard is easy to use—I joined our team after initial onboarding and training, and got started without any problems. The technology just works!

Inconvénients

There are some (very few, really) features that would seem like an easy add to Intercom, yet are missing. I would love to see simple surveys added to in-app messaging.

Avantages

Custom bots with nice conversation flows

Inconvénients

The notification message to our agents could be better

Avantages

literally put this on your website, hire someone on onlinejobsph(.)com for $6/hr, teach them how to sell your service and tell them to handle replies all day. each sale they get x% commission. usually works best with higher ticket courses/services/SaaS but Intercom is amazing

Inconvénients

i have 0 complaints on intercom, one of the best softwares for roi $$ you pay

Avantages

It's easy-to-use for individuals and teams to increase customer engagement and efficiency of customer service through Intercom's web chat platform.

Inconvénients

We use Intercom's integration so the information of leads and customers would be sent to our CRM, it worked perfectly at the beginning, now not every every or customer's info is sent to our CRM.

Avantages

Intercom is very easy to use and they are constantly adding new features and improving the software. It also has a ton of benefits as you could use it to answer your clients' questions, set automated messages when visitors land on your site, and create help centres for FAQ's.

Inconvénients

I love that it has so many uses but they keep changing the name of the sections, ie. Messages, Help Centre etc. They change it quite frequently but its not too hard to keep track of unless you're talking to coworkers about it.

Avantages

Since I mainly work on email marketing and creating knowledge base articles, I notice that Intercom has the best-looking KB pages.

Inconvénients

I wish they could make the formatting in the page editor smoother. I sometimes scratch my head since the formatting piles up in the backend.

Avantages

Using it to support our clients. Easy to configure. Automate what can be automated and provide the best experience to our customers. Love it!

Inconvénients

Some tests they did with UX weren't the ones I liked but the current version looks good!

Avantages

Very easy to embed in your site with a little bit of Javascript, and provide a simple and useful chat interface to your customers. For me, the ability of add any number of custom fields is an amazing feature too

Inconvénients

It will be better if you could customize the design of the chat component, but I not aware of how to do it (if it's possible at all)

Avantages

Intercom's best feature is when customers leave the chat we are able to follow up with them via email since they add their email address to their bio to get reached out in case they have to suddenly leave the chat. It's great since Intercom is basically functioning as a chat and email tool.

Inconvénients

Our team has noticed that whenever there are a lot of chats appearing in the queue, the tool becomes kind of slow.

Avantages

we use intercom as our help desk and love the live chat aspect. it helps us streamline our sales and marketing directly into production.

Inconvénients

i wish they had capabilities that helped bring customers from mid to bottom funnel. their top of funnel capabilities are great

Avantages

The application is easy to use and it is easy to track work and progress. My whole team can use it at the same time and we can see what the others are doing. We can handle live chats and emails through it.

Inconvénients

I think the tagging system could be improved. I would rather just be able to tag the thread instead of having to click on a conversation.

Avantages

This tool is extremely useful to help me and my team keep track of customers and handle issues with returns and orders.

Inconvénients

Not alot of cons it is a super simple software to use, I guess my only gripe would be price but even then it is still not as expensive as some of the other tools we have looked at.

Avantages

Intercom customer service staff are always there for their customers, they understand the request and supply the best information/links and videos to help.
They always get back to me or pass my query on to the right staff member
Intercom is capable of a lot and i'm looking forward to using more of the tools

Inconvénients

It's not so simple to email customers outside of our website, I hope this is made easier in the future.

Avantages

I love the chat history, file sharing and the reporting They make my work really easier

Inconvénients

The mobile access needs more work cause it can be stressful sometimes

Avantages

Easy to set up and get moving. It's been an interesting tool to use and integrate.

Inconvénients

2 main things - pricing is a little odd, especially when adding new users. There's also a sense that it does a lot right but perhaps doesn't excel anywhere. Feels like it needs a little more direction as to it's long term purpose.

Avantages

Easy to use and implement on the organization sites.

Inconvénients

Lacks advanced analytical capabilities, which leads to a lot of manual intervention to track the performance.

Avantages

I like how easy intercom makes it for my customers to get into contact with us, no need to fill out complicated forms, no need to send an email, just click the livechat button and we are in a live line of communication.

Inconvénients

The customer support would be a little faster, the support received is satisfactory, but takes a little longer to receive a reply via email than I'd like.

Alternatives envisagées 

Avantages

I love how easy it is to set up for mostly non-technical users. The configuration options are extensive and the support team is extremely responsive and helpful.

We've actually seen an impact on our website engagement after switching to Intercom, and the mobile apps are excellent to engage new leads.

Inconvénients

We use Respond, and the only gripe we have with Intercom is that we can't use different messages per page for our website. We need to switch to Engage, which is more than double the price for just this one extra feature we need. Having a small limited number of messages instead of just one would make us long-term happy customers!

Avantages

Customer support is very responsive. Many features to help you engage the customer such as articles on how to use product. Send out videos and flyer to build platform.

Inconvénients

They do not have a customer support number to contact. Every once in awhile it is nice to have a person to talk to over phone instead of just IM's.

Avantages

Easy to use and understand.
provide much information on leads along with analysis.

Inconvénients

Till now did not find any cons realted to Intercom