Intercom

Avantages

We use Intercom for support and inquiries. Easy to use, like the push notifications and alerts. We also use it to track app usage.

Inconvénients

No major concerns that I would share. Everything works great.

Avantages

The power of this tool is incredible! You really have the ability to target messages to specific audiences.

Inconvénients

There is a sharp learning curve and it isn't very intuitive. Sometimes the site quits out on you too, for example I can't click on a tag then see the people who have it. The site just stops working when I do that! Hopefully it's just a king they're working out but having broken elements is a real downer.

Also, considering there chat is largely used to help people with customer support, their customer support is pretty bad! They sometimes take hours to respond and will just leave in the middle of conversations.

Avantages

I'm definitely not a power user, but I'm on a weekly duty of customer support via Intercom. I like simple workflows, ability to hand-off conversations, the all-in-one-view and internal comments.

Inconvénients

If you haven't spent a lot of time using Intercom sometimes it's hard to find all the necessary information. Mobile notifications are quite flaky.

Avantages

Filtering and profiling of data is intelligently done. I love how you can click on someone or a business and all their details are there, not even taking into account the custom fields we can build. I also like the cross-team CRM function where you can join someone else or assign to someone a conversation.

Inconvénients

When you have too much data it becomes overwhelming to keep up and eventually it can build some technical debt. It would be nice to have a function where automation of archiving data and/or organisation of it can be faster.

Avantages

Large range of features, excellent segmenting your audience for targeted messages, the interface is non intrusive for our users, but still visible enough.

Inconvénients

The HTML editor for emails is clunky and emails often end up in spamboxes, more HTML templates would definitely be helpful.

Avantages

The design feels like an email inbox on your website. It takes up a portion of the screen when it pops up and you can send images and more as well inside the chat

Inconvénients

pricing is separate for all their services

Avantages

The general navigation of the platform is hands down stupid silly perfect. Intercom really is a perfect product

Inconvénients

The lack luster settings page usually gets me riled up. I've not had great luck navigating around settings

Avantages

Intercom can deliver an all-in-one tool set for customer communication in one platform. No need for various solutions and providers, that makes managing customer interaction easy. So it's definitely a good product.

Inconvénients

Price is too high and too feature complex for small business. Chat is well done, but nothing earth shattering.

Avantages

- Clean layout, easy to navigate
- Great web and mobile app interface
- Able to communicate with customers quickly and allows for great integration into our platform
- Messaging tools are robust and easy to configure

Inconvénients

- Needs a more robust knowledge base tool, articles need more categorization and ability to customize.

Avantages

Lovely Interface
Powerful Analytics and Dashboard
Great way to maintain strong Customer ongoing relationshiops
API is sweet

Inconvénients

COST COST COST
Incomplete product keeps engagement high and drops the ball as it can't fully function as a helpdesk by itself so you end up with intercom + helpdesk software still needed to keep helpdesk tickets/cases organized

Avantages

The campaign management is superb
Their service are top notch

Inconvénients

The price might be alittle to high for those that are just starting up, asides that everything else is good

Avantages

Intercom is an excellent software for companies that allows them to keep in touch with their customers. With its chatting abilities that are able to link directly to the company website, customer service has never been easier! Consumers feel that they are being cared for, and it is a great place to keep all interactions.

Inconvénients

The hardest thing about this software is keeping it organized, so that all customers feel that they are getting the help they need. using an email inbox, it is easy to simply keep going through until all the messages have been read. However with intercom, it can get a bit confusing as to which customers have been helped and which ones have already talked with an employee.

Avantages

Intercom has quickly turned into the benchmark for live chat and customer communication tools. I can't think of a cloud solution out there that rivals the UX of intercom. Easy to implement (a few lines of code) and is very scaleable. Works with 10 customers, also would work with 10,000.

Inconvénients

It gets pricey. Their pricing plans are a bit hidden behind a glass door, and it's not clear what you're paying for at times. Also it does seem like some teams are getting a "friends" deal... or not paying for what other teams are. Overall I'd say they need to lower their pricing or offer a free plan for users who aren't as committed to the product as others are.

Avantages

It gives me the ability to talk to my customers - new and existing. Customer retention made easy with the auto messages.

Inconvénients

Nothing that we like least. Some improvements with respect to reports could be done.

Avantages

It's very easy to use for our customers, it's friendly and we can upload anything fastly.

Inconvénients

Bot feature works only forbase language as english. Most of our customers are brazilian so we need our Help Center to be in portuguese, nevertheless Chat bot would be incredible and help us a lot!

Avantages

Makes it easy to connect with customers. It's fast and mostly reliable. It's a good value for the money

Inconvénients

Sometimes it is very slow transferring back to our email software. I also don't like how they keep changing the interface. Also, the assigned names for anonymous users are weird

Avantages

It makes communicating with clients through the website chat easy and I like how everybody can jump in and help out if something is needed. Being able to tag and send notes to a teammate on the same chat box saves an incredible amount of time.

Inconvénients

Sometimes even if I assign a chat to myself, notifications take a little longer than I would like... That's dead waiting time for the client.

Avantages

I like how easy it is for customers to reach out to use with the platform, as well as how easy it is for us to respond quickly to their inquiries.

Inconvénients

I found the software to respond to people's questions to be a tad clunky but overall, it's a minor issue relative to the benefit of having Intercom embedded on our site.

Avantages

great app for customer support you see all the information from your customers

Inconvénients

i wasent happy about they take the integration with grammarly that help our team to write better to our customers

Avantages

The quality and the refinement levels of this tool is unbelievable. The integration between various functions such as customer support, marketing and engagement is near seamless.

Inconvénients

They don't have free tiers for early stage companies.

Alternatives envisagées 

Pourquoi passer à Intercom

Avantages

Its easiness of use and the multiple features available for client qualification and retention. Rather than just being a messaging platform, Intercom keeps track of your visitors and through the right filters you can have a very solid conversion funnel.

Inconvénients

Setting up specific pop-up messages for live chat depending on exclusions for certain pages on our site. The conditions available are not too flexible.

Avantages

What I liked the most about Intercom, was to see how I had a great conversion of sales, by people who just opened the site and had no interaction previously.

Inconvénients

Regarding features, I found that everything is perfect, more than expected. The only difficulty is the issue of values, the price is a bit high.

Avantages

Intercom offers applications that are really exciting for customer engagement and customer support. Their live chat widget with integrated chatbot offers a great way to engage with users but also help them out with questions or issues. Their documentation tool helps easily get a full-blown help center up and running.
I like Intercom's applications' nice design and their intuitivity.

Inconvénients

The pricing for Intercom's applications is pretty high when compared to competitors. For startups, that's a lot of money they're asking for - especially considering the fact that quick customer support is more like a nice-to-have in the first phase of a startup.

Avantages

Really easy to set up and start using on any website. It is also extremely powerful with a ton of integration that fits most people's needs.

Inconvénients

It isn't cheap. To get the most out of this software, a lot of plans need to be purchased separately and the cost adds up.

Avantages

Pretty easy to use, responsive customer support, allows us to easily communicate with our customers

Inconvénients

The UI is a bit slow sometimes

Avantages

Intuitive, quick easy to use. Simple and effective design

Inconvénients

Search function not very accurate. Notifications for new messages received are a often delayed.

Avantages

What I like most about intercom is that it easily allows you to handle customer inquiries and assign to the appropriate party

Inconvénients

If I could improve one thing it would be to be able to group inquires based on their category or flag them for later

Avantages

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.

Inconvénients

in which has a limitation which how many conversation users can open.

Avantages

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.

Inconvénients

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.

Avantages

-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.

Inconvénients

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.

Avantages

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.

Inconvénients

Reporting could be improved. Pricing can be an issue if you start having many users.

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

It's a bit expensive for small businesses or bootstrapping startups and it's getting more expensive.

Avantages

I like how simple it is to collaborate with the customer support team to view customer questions, requests, and concerns.

Inconvénients

The interface can be a little confusing sometimes.

Avantages

1. I like the design of the application overall.
2. The features are cool and there's a good variety.

Inconvénients

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.

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

The hardest thing about the software is that with email marketing to customers takes so long to figure out.

Avantages

I love the design and how easy it is to use. Our developers also found it very easy to implement into our software.

Inconvénients

There are no real cons I can think of, however, I would love to see more customization available for the chat boxes.

Avantages

Easy to use, nice help articles, really awesome support.

Inconvénients

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.

Avantages

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.

Inconvénients

Like all software, at times, this one can be a little slow and glitchy. Usually, a refresh does the trick!

Avantages

Its very easy to understand and analyse the leads
Very user friendly and also able to monitor chats as well

Inconvénients

Notification sound can not be customized

Avantages

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.

Inconvénients

The Ui could have been made a little more user friendly.

Avantages

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.

Inconvénients

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.

Avantages

Intercom is great tools for doing emailing. Very easy to use features

Inconvénients

The only concern is the value for money of this software. It does its job well, but not at that price.

Avantages

Ease of use and ability to reply to customers quickly to their questions.
Automessage feature is great for onboarding new users.

Inconvénients

They kept moving features to differnet sections, but they have now simplified it which has solved the problem

Avantages

Easy and efficient way for our whole team to interact with customers via our website.

Inconvénients

It can be overwhelming if everyone on the team is getting all the messages. However, the notification settings are adjustable.

Avantages

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.

Inconvénients

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.