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- Secteur d'activité : Relations publiques et communications
- Taille de l'entreprise : 11–50 employés
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- Secteur d'activité : Logiciels
- Taille de l'entreprise : 11–50 employés
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- Secteur d'activité : Services et technologies de l'information
- Taille de l'entreprise : 2–10 employés
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- Secteur d'activité : Logiciels
- Taille de l'entreprise : 51–200 employés
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- Secteur d'activité : Logiciels
- Taille de l'entreprise : 201–500 employés
- Logiciel utilisé toutes les semaines pendant 6 à 12 mois
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Great looking user interface
Avantages
easy to use, great looking user interface, someone new to the system can easily get setup and going right away.
Inconvénients
No bot assistant yet. They actually preach customers not to use bots because it takes away the human to human interaction. So if you're looking for AI bots to answer questions on chat you're out of luck
Réponse de Intercom
Thanks for taking the time to leave such a positive review Stephen. And you'll be glad to hear we just launched Answer Bot, a machine learning powered bot that will answer common questions before your sales or support team even see them.
- Secteur d'activité : Services et technologies de l'information
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé tous les jours pendant 1 à 5 mois
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I love this
Avantages
It helps a lot in communicating directly with potential customers.
Inconvénients
At the very beginning is not that easy to use
- Secteur d'activité : Recrutement
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé tous les jours pendant 6 à 12 mois
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Intercom Review
Awesome :)
Avantages
The automation options from filterinh ro pop up options
Inconvénients
two options of columns when exporting . Would like to choose what columns to include
- Secteur d'activité : Institutions religieuses
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé tous les jours pendant plus d'un an
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Using Intercom
Solving customer service related issues and generating leads has been great!
Avantages
I love the ease of assigning, closing, snoozing conversations as well as the templates.
Inconvénients
There's nothing i don't really not like!
- Secteur d'activité : Santé, bien-être et fitness
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé tous les jours pendant 6 à 12 mois
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Great platform for companies getting started
Avantages
The ability to engage with our customers in-app and as well as a way to draw users back in to our platform.
Inconvénients
There are not any glaring cons thus far.
- Secteur d'activité : Externalisation/délocalisation
- Taille de l'entreprise : 201–500 employés
- Logiciel utilisé toutes les semaines pendant 1 à 5 mois
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Great product!
I have been using Intercom for the past 3 months, and have never encountered an issue other than you need a little bit of a big screen (in my case I have a MacBook Air and to be fully able to use Intercom I need a second screen). It is easy and nice on the eyes, and easy to learn and use.
Avantages
I like how easy it is to use without much instructions. Nice interface, user-friendly, organized.
Inconvénients
Not very good on small screens, as it has a lot of options.
Réponse de Intercom
Great to hear that you found Intercom so easy to use and are so likely to recommend to a friend.
- Secteur d'activité : Fabrication électrique/électronique
- Taille de l'entreprise : 51–200 employés
- Logiciel utilisé tous les jours pendant plus d'un an
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Intercom
Almost the best chat software
Avantages
I like the very user-friendly interface, the customer support is the best, many integrations presented
Inconvénients
I can't create the separate folder with some assigment rules
- Secteur d'activité : Logiciels
- Taille de l'entreprise : 51–200 employés
- Logiciel utilisé tous les mois pendant plus de deux ans
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A bit of a mess
Avantages
- Integrated with a lot of thing
- Easy to integrate in a mobile app
Inconvénients
- SDK is quite limited
- Web platform is complex
- Hard to find what you want
- Secteur d'activité : Services et technologies de l'information
- Taille de l'entreprise : 201–500 employés
- Logiciel utilisé tous les jours pendant plus d'un an
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Awesome Product
Avantages
This is an awesome chat tool, we use it for chatting with our clients. The reporting is great & the canned responses are so useful.
Inconvénients
The Intercom support is least interactive.
- Secteur d'activité : Gestion d'organisme à but non lucratif
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé tous les jours pendant pendant l'essai gratuit
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InterWhat?
Avantages
It was a pretty good communication platform
Inconvénients
We just didn’t like this compared to other platforms
Réponse de Intercom
Thanks so much for taking the time to review Intercom Robert! I'd love to hear more about the other platforms you compared us to and what the main differentiators for you were :)
Thanks again,
Kate
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé Autre pendant 1 à 5 mois
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Intercom brought all our sales need to the table.
Avantages
So far it has worked for me without inconveniences. Intercom is an easy solution to adopt and execute. It provides an easy way to add a chat, a support ticket and send notifications / messages to customers.
Inconvénients
We use Respond, and the only complaint we have with Intercom is that we can not use different messages per page for our website. Having a small limited number of messages, instead would make all customers happy in the long term, that would be my suggestion about it.
- Secteur d'activité : Logiciels
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé tous les jours pendant plus d'un an
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Best Customer Experience
We use this daily and it's one of the best options we have used.
Avantages
This helps us communicate with out clients in real time
Inconvénients
Although very rare, chats sometimes don't refresh at times.
- Secteur d'activité : Logiciels
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé tous les mois pendant plus d'un an
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Middle of the Road Customer Support Tool
Avantages
The UI was clean and looked professional with our website.
Inconvénients
Our developers had to do a lot of work to get it integrated.
- Secteur d'activité : Services et technologies de l'information
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé tous les jours pendant 1 à 5 mois
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The best ticketing software
Got a more featured product than our last ticketing software, Groove.
Avantages
I've used Zendesk, Groove, and now Intercom and Intercom really is the best. It's super simple to setup. It scans your old KB and creates a new one for you. Definitely helped the setup process. All the insights you get for each product are awesome. I know Zendesk has reporting but this is much better in my mind.
Inconvénients
I don't like their billing system. You are billed per user, which means whenever someone loads your application they are added as a user. I wish there was a way to only count users you have conversations with. You can delete users based off this but you sort of have to do it every day.
- Secteur d'activité : Comptabilité
- Taille de l'entreprise : 51–200 employés
- Logiciel utilisé tous les jours pendant 6 à 12 mois
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Chat with clientes
Very good
Avantages
You can understand the client in a very easy way
Inconvénients
Sometimes its a little bit slow when many chats are open
- Secteur d'activité : Gestion de l'enseignement
- Taille de l'entreprise : 201–500 employés
- Logiciel utilisé tous les jours pendant 1 à 5 mois
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Not the software I was looking for
The overall experience was good however, it doesn't have as many features as I was expecting
Avantages
I liked the quality of the software and the messenger.
Inconvénients
It's way too expensive. I had to switch from Intercom to another product because of that.
Réponse de Intercom
Hi Christine,
Thank you for letting us know about your experience. I'm sorry to hear that Intercom wasn't the right fit for you at this time. If you ever want to chat through our pricing options or features do get back in touch via the Intercom messenger.
Thanks again,
Kate (Intercom - Customer Engagement)
- Secteur d'activité : Logiciels
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé tous les jours pendant 6 à 12 mois
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We've been able to seamlessly provide support for our customers!
Avantages
The ability to easily embed and customise our support portal, then manage all tickets from the interface.
Inconvénients
I'd say the inability to export all conversations according to custom needs. I've wanted to have an export of what was done to resolve support tickets and categorise them, but was unable to.
- Secteur d'activité : Logiciels
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé tous les jours pendant 6 à 12 mois
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Best chat platform outhere for saas
Makes chatting easy for small businesses.
Avantages
It's got a lot of integration, love the integration, especially with slack. It's very simple to use once you start using it.
Inconvénients
The zapier integration seems very limited. I wish I could trigger when an automated email is sent. This drives me crazy that I cant'
- Logiciel utilisé toutes les semaines pendant 6 à 12 mois
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Great Communication Tool
Avantages
I love the app functionality that Intercom provides. The app is so simple to use, it's easy to jump on your phone and navigate through chats.
Inconvénients
I wish that the desktop app/website was a lot easier to use and more like the app. With how simple the app is, you would hope and think that the website would be a lot easier to use, but it isn't. You get in there and feel overwhelmed. It's confusing jumping on there and I prefer to use the app.
- Secteur d'activité : Marketing et publicité
- Taille de l'entreprise : 201–500 employés
- Logiciel utilisé Autre pendant 1 à 5 mois
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Great for customer service
Avantages
The setup process is easy and quick, this is a simple and great solution for customer support that is easy to integrate. Good feedback from customers about the user-friendly chat interface. Great way to analyze customer interaction and understand concerns as well.
Inconvénients
While it is easy for customers to use, the interface on the internal side is a bit more complicated so takes some time to fully onboard. Also the pricing is very high.
- Secteur d'activité : Comptabilité
- Taille de l'entreprise : 2–10 employés
- Logiciel utilisé toutes les semaines pendant 1 à 5 mois
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Intercom Review
Avantages
The large array of customization and analytics is astounding. Intercom makes it simple to pull so much critical data from each customer interaction to be able to make educated decisions moving forward. The Product Tours function has been particularly useful for our team.
Inconvénients
Occasionally, particularly in the beginning stages, the software can feel overwhelming with how many options it provides, and learning where to find it all.
Réponse de Intercom
Hi Hannah, thanks for taking the time to review Intercom. It's great to hear we're helping you provide easy and informed customer support.
We strive to provide as simple a UX as possible, and when it comes to learning your way around the tools I'd highly recommend visiting our online Academy at https://academy.intercom.com/.
And if you ever have any questions we're at the other end of the messenger.
:) Kate (Intercom - Customer Engagement)
- Secteur d'activité : Agriculture
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé toutes les semaines pendant plus d'un an
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A simple to way keep in touch with clients
Avantages
The Intercom platform is best for live chat customer support and setting up customer engagement campaigns.
Inconvénients
The Educate product for setting up a help desk is rigid and doesn't support multiple languages so Intercom for us was not a one-stop-shop that we hoped it would be.
- Secteur d'activité : Télécommunications
- Taille de l'entreprise : 51–200 employés
- Logiciel utilisé toutes les semaines pendant plus d'un an
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Best in class
Avantages
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.
Inconvénients
No significant cons from our perspective. Intercom is best in class for many reasons and we're very happy with the product.
- Secteur d'activité : Services et technologies de l'information
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé Autre pendant 6 à 12 mois
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Not delivering value for money
Avantages
Intercom has a really nice chat widget for websites, for the visitor of the website it is really easy to use.
Inconvénients
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.
- Secteur d'activité : Mode et vêtements
- Taille de l'entreprise : 2–10 employés
- Logiciel utilisé tous les jours pendant 6 à 12 mois
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Great customer support and literature
Avantages
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.
Inconvénients
the only thing i can think of is the time waited for a response which can sometimes be longer than an hour.
- Secteur d'activité : Logiciels
- Taille de l'entreprise : 2–10 employés
- Logiciel utilisé tous les jours pendant 1 à 5 mois
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Must have for Saas
It's just an awesome product, with a great team behind it.
Avantages
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.
Inconvénients
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.
- Secteur d'activité : Télécommunications
- Taille de l'entreprise : 201–500 employés
- Logiciel utilisé toutes les semaines pendant 6 à 12 mois
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Robust Platform That Saves Time!
Avantages
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.
Inconvénients
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.
- Secteur d'activité : Logiciels
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé tous les jours pendant 1 à 5 mois
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The perfect tool to provide awesome customer support.
Streamlined customer service
Avantages
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.
Inconvénients
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.
- Secteur d'activité : Santé, bien-être et fitness
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé tous les jours pendant 6 à 12 mois
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Phil's Review
Avantages
Very easy to navigate, view statistics, and it all looks clean. I also like the option to leave notes in messages for team communication
Inconvénients
Nothing in particular, so far everything is great and convenient for customer service team and customers.
- Secteur d'activité : Logiciels
- Taille de l'entreprise : 51–200 employés
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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.
Avantages
So simple to set up even non techies can do it.
Inconvénients
People complain its not customizable enough but really you cannot satisfy everyone.
- Secteur d'activité : E-learning
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé tous les jours pendant plus d'un an
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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.
Inconvénients
Price
- Secteur d'activité : Logiciels
- Taille de l'entreprise : 2–10 employés
- Logiciel utilisé tous les jours pendant 1 à 5 mois
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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.
Avantages
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.
Inconvénients
It is a little overwhelming to look at in the beginning.
- Secteur d'activité : Services financiers
- Taille de l'entreprise : 10 000+ employés
- Logiciel utilisé toutes les semaines pendant plus d'un an
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Intercom Review
Avantages
One of the best tools to manage chatbots and customer facing applications. I really like the analytics that they have on the messages.
Inconvénients
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.
Avantages
Not relevant since they did not honor their offer.
Inconvénients
Please see review above.
- Secteur d'activité : Marketing et publicité
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé toutes les semaines pendant 6 à 12 mois
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All around marketing interaction solution
Avantages
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).
Inconvénients
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.
- Secteur d'activité : Services et technologies de l'information
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé tous les jours pendant 1 à 5 mois
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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.
Avantages
Intuitive interface makes daily use very easy. Excellent to manage support conversations with clients and to provide self-service content via articles.
Inconvénients
Formatting options for articles are a bit limited. Reports could be more complete.
- Secteur d'activité : Design
- Taille de l'entreprise : 2–10 employés
- Logiciel utilisé tous les jours pendant 1 à 5 mois
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Really good
Pretty good overall. Would recommend.
Avantages
All the features, they're exhaustive. Triaging of customer queries is good
Inconvénients
Very buggy. Especially the product tours
Réponse de 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)
- Secteur d'activité : Vente au détail
- Taille de l'entreprise : 11–50 employés
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- Secteur d'activité : Internet
- Taille de l'entreprise : 11–50 employés
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- Secteur d'activité : Logiciels
- Taille de l'entreprise : 11–50 employés
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- Secteur d'activité : Photographie
- Taille de l'entreprise : 11–50 employés
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- Secteur d'activité : Internet
- Taille de l'entreprise : 11–50 employés
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- Secteur d'activité : Pétrole et énergies
- Taille de l'entreprise : 51–200 employés
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- Secteur d'activité : Études de marché
- Taille de l'entreprise : 11–50 employés
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- Secteur d'activité : Services aux consommateurs
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé tous les jours pendant 1 à 5 mois
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Amazing System to Help our Customers!
Overall we love Intercom and grateful we made this switch for our company!
Avantages
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!
Inconvénients
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'.
- Secteur d'activité : Logiciels
- Taille de l'entreprise : 1 001–5 000 employés
- Logiciel utilisé Autre pendant plus d'un an
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Intercom was decent
Avantages
Intercom chat functionality was good. Pretty simple to use and a fairly intuitive user interface to use.
Inconvénients
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