Intercom

Avantages

Très sympa et facile à utiliser avec une bonne qualité d'interface. Flexible et rapide pour le Chat direct. J'adore

Inconvénients

C'est un très bon produit que j'adore. Je n'ai aucun problème

Avantages

une logiciel de communication et de marketing riche en fonctionnalité innovateur et promotionnelle rendant accessible les structures commercial plus proches de leur clients

Inconvénients

Intercom est un logiciel très nécessaire sans grand défaut de conception

Avantages

C'est un meilleur produit de gestion des mails très simple et facile à utiliser avec des fonctionnalités tellements innovantes . J'adore

Inconvénients

C'est un très bon produit et je n'ai pas d'inconvénients

Avantages

Logiciel permettant de développer une discute avec ses amis.

Inconvénients

Logiciel très fiable et souvent Utile pour l'homme

Avantages

Voici 3 avantages clés d'intercom :Communication en temps réel, automatisation et personnalisation, gestion de la relation client (CRM)

Inconvénients

Selon moi, intercom à 2 inconvénients majeures :Son coût et sa complexité.

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

C'est bon logiciel de marketing par sms. Je le recommande aux nouveaux utilisateurs. C'est très efficace et rapide.

Inconvénients

Je ne trouve aucun inconvénient pour le logiciel.

Avantages

C'est très utile pour les échanges entre équipe et facile pour les discussions.

Inconvénients

C'est efficace en terme d'utilisation et je le conseille à tout le monde.

Avantages

C'est le meilleur logiciel de service client qui permet de redéfinir la manière les entreprises soutiennent leurs clients

Inconvénients

Je recommande vivement à toutes personnes d'utiliser ce logiciel pour un meilleur manière de soutenir les clients

Avantages

Bon logiciel de chat pour intéragir avec ses clients

Inconvénients

Il n'y a rien en particulier que je n'apprécie pas

Avantages

Intercom est un bon logiciel de chat et facilite la communication par mail. Très simple et facile à utiliser.

Inconvénients

Intercom est un logiciel que je recommande.

Avantages

Intercom est un logiciel qui m'aide a mieux faire mes publications le plus facile par mail.

Inconvénients

Intercom a un prix abordable que je ne peux rien ajouter de plus.

Avantages

C'est un logiciel tres éfficace et sécurise les compte

Inconvénients

Je recommande ce tres bon logiciel au utilisateur

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

L'outil est intuitif. Les réglages sont plutôt faciles à trouver. Il est facilement intégrable avec Slack. La gestion de la base de connaissances est simple et le rendu est propre. La documentation de l'API est complète et claire.

Inconvénients

Difficile de gérer des équipesAssignation automatique des tickets perfectiblePas d'interconnexion avec Aircall

Alternatives envisagées 

Zendesk Suite

Avantages

Intercom me permet de fournir une expérience client exceptionnelle grâce à sa personnalisation et son automatisation. L'outil est très flexible, peut être utilisé sur de nombreuses plateformes (Ordinateur, tablette, mobile). L'intégration avec Shopify est un vrai plus.

Inconvénients

Je n'ai pas rencontré de problème avec cet outil pour le moment.

Avantages

Le logiciel est intéressant et je le conseil

Inconvénients

Just quelques fonctionnalités à développer et il sera plus utilisée

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

Relatively simple interfaces and api endpoints. Interesting AI integrations / product features.

Inconvénients

Issues with basic customer management concepts such as merges. Development team seemed unresponsive to potential product issues, yet aware they existed.

Avantages

Intercom is a widely known communication software that it was designed to enhance interactions between businesses and their customers, which it has become a first choice for companies endeavor to provide real time support with customers.

Inconvénients

It's a pricey software, limited customization when it comes for chatbots, it will take time to learn the system

Avantages

The unified agent experience, and the customisability within the agent front end. We are able to integrate data far more easily than we were with our existing solution and platforms we assessed.

Inconvénients

The pricing model is slightly steep, with functionality which would be considered essential on other platforms (balanced agent loading!) stuck in the highest tier.

Avantages

They have multiple features and Integrations.

Inconvénients

No Onboarding sales and customer Support.

Avantages

Intercom is a central part of our business, and drives one of our most important SLA's, customer service. It's incredibly easy to integrate directly into our product, and customers love and cite our rapid response time as one of the best features of our company.

Inconvénients

In some cases there are strange filters established which incorrectly marks Support requests as Spam. As a result, if there isn't an established practice, Support requests can be marked as Spam, which drives down our NPS.

Avantages

How many features it has we have to go no where else for all the support we need for our clients

Inconvénients

Sometimes tagging people doesnt work when importing csv (small issues)

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

easy to use, it is a intuitive tool, no much training is required

Inconvénients

the fee for intercom is bit high, for the ai answer, it charge $1 per answer, it's very expensive comparing to other ai tool

Avantages

Intercom makes live chat interesting and comes with good reports to track performance

Inconvénients

You can't do a text search on your closed tickets. The only search available is the global search on all tickets

Avantages

What I like most about Intercom is its ability to combine multiple customer service, marketing and sales tools into one platform, making direct and efficient communication with users easier. Especially the Intelligent Live Chat.

Inconvénients

Intercom is great for mid-sized and larger businesses, but its approach and pricing structure aren't as well suited to startups or small businesses that don't have a dedicated support or sales team.
It's also too complex for businesses with simpler needs.
It's priced per user or per interaction, so as your customer base grows, so do the costs very significantly.

Avantages

Intercom feels like a cozy space that often gives the sensation of an intimate space, while allowing a professional and efficient workspace. One can create several different inboxes that can optimise the work and offers good automation

Inconvénients

Intercom doesn't offer as many integration options and some of their competitors. Because of that, one has to navigate through several tabs or pages. It doesn't sound bad, but when you spend 40 hours doing this, you can definitely see that one could save time (and money) with better integration options.

Avantages

The live chat tool has allowed us to provide a great customer support experience for our users, allowing them to reach us at a moment's notice to walk through their issues. The fact that we were able to just drop an embedded link into our site to enable chat with no additional effort, is just pure magic.

Inconvénients

The main issue we had with Intercom was that the pricing was a little steep, especially as a small business.

Avantages

I love that I can track all my customers emails from one place and I love that I can see if my customer has seen my email and I can take the correct action after that.

Inconvénients

customers informed me that emails go to spam. Not sure if thats related because comes form Intercom.

Avantages

I’ve found Intercom to be a game-changer for our customer communication. It allows us to automate personalized messages, making our interactions feel more human while saving time. The tool has greatly improved how we guide users through our product, leading to higher engagement and better overall customer experience.

Inconvénients

While I love using Intercom, I’ve noticed the pricing can become steep as we expand our use of the platform. It also took us some time to fully grasp the advanced features and set up the more complex workflows. For smaller teams or those just starting out, this might feel overwhelming at first.

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

Particularly effective in dynamic, customer-centric industries like SaaS, e-commerce, digital services. Real-time communication and delivering personalised customer interactions are unbeatable. Valuable tool for boosting customer engagement and improving support efficiency. Very easy to set up and build on, meaning customers can get support from day 1. Knowledge base is easy to search in and content can be made in engaging manner, meaning your customer support specialists will have time to resolve the truly important issues.

Inconvénients

Wish the welcome tour feature would be available to lower paid tiers.

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 

HubSpot CRM

Pourquoi choisir Intercom 

Needed more customization

Logiciel antérieur 

HubSpot CRM

Pourquoi passer à Intercom

See above

Avantages

For the most part intercom is a great product. We like: 1. the chat function. Clean, easy to find most information we need for support chats. 2. many useful features other than chat support: Help center, proactive supports.

Inconvénients

1. Multi-locale support. I have been using intercom for about 3 years now and I am still shocked that there's no support for multiple locales in articles and messages, which are common on other platforms. In both jobs that I used it for we cater to very international audiences. This means that for every message and article we set up we have had to set up multiple of the same messages with a different suffix to distinguish the language. 2. Long lists of event and user properties. if you work with a big/complex products, there will be tons of events to use. It's sometimes difficult to find what you need, especially if you are not familiar with the lexicon, in that tiny dropdown list. 3. Support chats sometimes go to the user's email. This has happened quite a lot to us and we have got really frustrated users because of this. 4. A bit slow. I have always found navigating through intercom to be rather slow. I feel like I have to wait every single time I click on something.

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

Very basic and easy to navigate especially in customer support and it is intuitive.

Inconvénients

Nothing, because it has been so great in customer support and the automation set up is very easy.

Avantages

Intercom chat works as it is supposed to. We are only using the chat function and have not tried any of the other bells and whistles.

Inconvénients

Good luck getting live support. If you do get support, they will just forward you articles.

Avantages

I like the AI FIN module which is faster in processing resolutions to customers and also the pricing of intercom is easier

Inconvénients

Intercom requires a lot of time to deploy the solution fully and does not offer free WhatsApp integrations like other solutions in the market

Avantages

- Powerful automation chat bots
- Excellent customer support software
- Abundance of resources available
- New product tour feature adds additional functionality
- Supports multiple languages

Inconvénients

They recently increased the pricing very much right now. While the product is great, the price isn't a great fit for SMBs and midmarket companies.

Avantages

The live chat functionality is remarkably user-friendly, enabling us to interact with our customers instantly and respond promptly to their inquiries. The automated messaging system has revolutionized how we engage with customers, greatly enhancing our ability to retain them. Its seamless integration with our CRM and various tools positions it as a central hub for all our customer communication needs.

Inconvénients

The cost for small businesses can be relatively high. Certain advanced features may come with additional expenses, so selecting a plan that matches your requirements and budget is crucial. Moreover, new users may encounter a steep learning curve.

Avantages

Great design and easy to use editor in their article creation feature.

Inconvénients

Pricing structure is very challenging to understand. You were charged extra based on the communication feature used, in some cases based on "all users", and in other cases based on "logged in users". Basically "per hit", but they had two different definitions of what constituted a "hit".

Also, they have 3 different "products" of features that are packaged together. In some cases we were permitted to do a "light" version of a package and only get the specific features we wanted while another very desirable feature was packaged into a "product" we didn't need so it became cost prohibitive to add that feature.

Alternatives envisagées 

Product Fruits, Helpjuice et Document360

Pourquoi passer à Intercom

There were a few key features that Intercom had that the others did not. Intercom was the most built out from a "no code" perspective whereas several of the others required some experience in HTML/CSS to really maximize their platforms.

Avantages

Really helpful for chat with lead and customer. Possibility to make series to automate communication. Possibility to send event to customize serie

Inconvénients

Intercom is really too expensive and each new feature are more and more expansive. We can't use other feature, Intercom is the service with the higer price in our company.

Alternatives envisagées 

Crisp

Pourquoi passer à Intercom

We use Intercom before Crisp. I prefer Intercom GUI. All our database and help desk exists in Intercom. Don't want spend time to switch from Intercom to Crisp. But Crisp is really a good service and really less expensive

Avantages

Managing and completing Support chats within Intercom is great. It is very easy to track which chats are needing urgent attention and once you have completed a chat, it is easy to snooze them until your preferred time. We have just started using the AI function which seems to be working well so far.

Inconvénients

Occasionally, if you have lots of chats, it can be confusing to see which Support rep is working on a chat and which are free to be able to be worked on.

Avantages

Where do you start with Intercom. They consistently build and ship world-class features to make support as easy as possible. By far, the introduction of FinAI has well and truly cemented Intercom as the support platform leader. We overlay FinAI onto Guru to create autonomous AI agents that can support our customers. It will completely change how we scale our business

Inconvénients

The biggest frustration is not having a vertical stack that handles both support and sales. Hubspot offers support and we have thought many times about moving to consolidate the stack and reduce costs. Intercom continues to deliver value keeping us within the platform.

Avantages

Intercom has been an indispensable tool for managing our customer relationships and helping them grow. Segment audience and send customized messages, be proactive with targeted campaigns, and request feedback through app surveys. One of the most significant advantages of this platform is that it offers detailed analytics and reporting features for tracking customer behavior and engagement.

Inconvénients

Pricing is on the higher side for small businesses or those with limited customer contact requirements, even though Intercom comes rich with features.

Avantages

I love the help center and live chat.

The help center is super easy to customize and make good-looking docs.

Inconvénients

Pricing and ticketing. Unfortunately, these are starting to become non-starters for us, as we're scaling up and hitting some pretty insane pricing tiers.

Additionally, the ticketing solution seems like an afterthought.

Avantages

it is very user-friendly and the use of macros and other features like tagging a member or transferring it to a different team makes it very much handy. The AI co-pilot is also very handy making us handle fewer chats.

Inconvénients

how it can lag at times which required us to reload the page

Avantages

Intercom is super easy to use and doesn't require a lot of training of end users. I like that we can add it to directly to our website so that it's easily accessible by our customers. We also heavily utilize their proactive support features to alert customers to new features and updates, which is very handy. We also use their survey feature and like that it's easy for our customers to answer. Their chat feature is good and we like the automation that you can program to triage customer issues.

Inconvénients

I wish the ticketing feature was better so that we could more easily communicate tickets to engineering that need additional work and support and tag them to multiple customers. The Jira integration doesn't give enough visibility into what's happening in Jira as well. The reports from surveys also aren't the best/a little difficult to use. It's hard to sometimes see how the feedback we receive on questions corresponds with the score.