Intercom

Avantages

Its a one-stop solution for all your customer engagement needs either you want to chat with a customer, keep engaging or talk to him instantly, this is the best one to go with.

Inconvénients

Lack of customisation is a major problem, where we have to write coding for anything. However, not all business needs such quite complex solutions are needed.

Avantages

I actually needed to create a virtual tour for my clients to help them familiarize with our platform, and Intercom has an awesome feature for that. Unfortunately, I couldn't find it myself, but I reach out to the support and they helped me a lot! Now I have several tours available for my clients and I'm happy with how they work, it's exactly what I needed.

Inconvénients

There is really nothing I don't like about this software, but sometimes it's just too difficult to find some features and you have to call the support for assistance.

Avantages

The best and most comprehensive software to automate your business functions in this fast-paced world. It provides the most value for money and is far superior compared to the competitors.

Inconvénients

Some glitches are there in the internal side which restricts usage at times and also causes lead drop downs at times. These should be fixed.

Avantages

Intercom really makes it easy to interact with your customers in a meaningful way. Users can get triggers on different pages, and engage with you via a great interface.

Inconvénients

Honestly it's very expensive for a startup to have. I was very surprised that their pricing options didn't included a free option with the very basic features.

Avantages

You can manage a lot of conversations with customers and using the API, you can take information about the customers from your application and more information given by intercom.

Inconvénients

At the begining, is not very easy tu use this program, but it is because there are a lot of options to use.

Avantages

- Plain and easy to use design
- Has most of the features that are needed for any industry
- Provides multiple platform options which helps to integrate in all platforms of any products

Inconvénients

- Pricing is not freemium, so we need to pay at the day 1. There is no options to try out the feature before using the app.

Avantages

The text style of intercom makes it easy to connect with customer service and communicate problems on different websites.

Inconvénients

Targeted messages might be a bother to customers while browsing a website. Although the website provides the message, intercom should make it less intrusive.

Avantages

Very polished and easy to use. You can include gifs in your responses and the conversations are formatted really well.

Inconvénients

It's not designed to respond to customers quickly. They act like it's a live chat program but it's not designed to quickly respond and chat with customers. Every time we contacted support about an issue we were having they were nice but told us it wasn't how the product was designed to work. Many times we were just thanked for our feedback.

Avantages

We just started with intercom, but it's the best chatbot plugin for us, we used a few different software before, but all of them didn't have enough functionality and stability. Intercom gives us all that we need.

Inconvénients

The most bigger problem of intercom is pricing.

Avantages

Great user experience
Not intrusive for the user

Inconvénients

Extra modules can be costly
Support for Spanish (AI)

Avantages

Intercom has a great interface and is easy to read. Its very easy to use from a user stand point and also on the back end. Great software and probably the easiest one that I have used.

Inconvénients

Sometimes it will not load properly or will freeze up and I have to restart it, nothing to major though!

Avantages

Hmmm, to narrow it down to one thing...Intercom has DRASTICALLY changed our ability to interact with our clients, from customizing messages when a client is on a specific webpage, to archiving conversations to reference when future messages come in, Intercom provides us with the tools and enhancements to stay in better contact with our clients.

Inconvénients

They continue to update and improve the app, there's not a single thing I could say that I like least about it because it's all great!

Avantages

This was easy to transfer customers to another team, great notifications on PC and phone and great notifications back to the customer.

Inconvénients

I disliked that customers didn't expect a time delay through this, so were frustrated if you didn't respond quickly.

Avantages

What better way to reach your customers than messaging them in-app? It's flexible, clean, and it actually works!

Inconvénients

Occasionally our users have found it intrusive. I'd also love even more powerful segmentation, personalization and logic.

Avantages

Good software that has a lot of features and enables to automate the relation with the customers.

Inconvénients

Quite heavy to set up and not completely suitable for chat situation.

Avantages

Lots of features including stickers. Great way to add a live chat to your site. Has both chat and email options to cover all of your needs.

Inconvénients

Not user-friendly. Tough to add contacts. Doesn't seem like contacts always receive responses. No way to whitelist a specific email.

Avantages

From the end user/customer's perspective, it's good to have a real-time communications link to the business.

Inconvénients

In practice, communication via Intercom is often not real-time, setting a false expectation. With this in mind, the prominent intercom icons displayed on websites become annoyances.

Avantages

I like that it is customizable, that you can assign conversations to someone, that you can enter information about the new clients on a pane next to the chat, and that you can see what web page to client visited before messaging you. I also like that it can send automatic replies.

Inconvénients

I don't like the overall design of the Intercom app that agent use. I don't feel like it is very user-friendly. I feel like finding the actual conversations can be sometimes complicated, as there is an "Inbox", "Messages", "Platform" and "Messages" section, which all sounds like sections where you would find conversations to me.

Avantages

My main and favorite features are the search using conversation tags and the weekly report of open tickets that were marked by these tags.

Inconvénients

The main point of improvement is tag management. Today it is complex to manage tags and it could be more intuitive to create subtags

Avantages

Utile per la gestione delle richieste dei clienti

Inconvénients

In generale lo trovo semplice e facile.

Avantages

Intercom does a great job of handling customer messages, both incoming and outgoing. It is rich with numerous features that make the entire process both quicker and easier.

Inconvénients

Because it is such a feature laden program, it make take new users a bit of time to get used to the interface and all the options available. However, once the end user takes a bit of time to familiarize him or herself with the software, they'll be glad they did!

Avantages

The best part of this app is live chatting.

Inconvénients

Sometimes people can be confused about the terms.

Avantages

We use Intercom for a number of things, but the ease of adding in-app notifiactions to our software has proven very beneficial.

Inconvénients

When you first sign up you are sent a ridiculous ammount of unneccesary notifications that are not easy to opt out of.

Avantages

What is most awesome about this software is the customer support on there they are so awesome and help you every step of the way with Making your business thrive of being its absolute best

Inconvénients

There's nothing bad to say they cover and help you with any kind of need or want in the business realm it's totally awesome

Avantages

Nothing - never worked right, confusing interface, balky software, poor support team

Inconvénients

Pretty much everything. Just an awful product and service team. Very unprofessional team.

Avantages

I love the ease of chatting with our AMS team instead of calling in all the time!

Inconvénients

No complaints right now! It seems to work just fine!

Avantages

Intercom allows us to chat, contact via email to our customers without any problem. The main advantage is that once we talk to our customer via email and the customer responds, it automatically sends the email to the representative who had been talking with him/her since the beginning. So this makes it easier for the customer as well as us to understand their needs.

Inconvénients

The worst thing about this software is there pricing. Their pricing is so high compared to other relative kinds of software companies, which is a huge bummer.

Avantages

we can send targeted email and it have the facility to make live chat. It attracts customers and clients.

Inconvénients

It is not better option to small businesses. Because it's very costly

Avantages

Great for supporting website visitors both with chat and support documents​.

Inconvénients

It's a solid product​, no real cons that I can think of.

Avantages

Intercom is a great product and has an amazing user experience.

Inconvénients

It's more expensive than I'd like, otherwise it's a great product.

Avantages

You can send messages to customers via email and via platform at the same time

Inconvénients

Support was slow
Navigation of platform not intuitive
Slow to register changes sometimes

Avantages

I liked that it alerted you on replies and new messages almost instantly. This was the first conversational/relationship platform I used for work and it was good enough.

Inconvénients

It was kind of confusing which is why I would always avoid checking my inbox. It took a while to get adjusted to the software because it wasn't clear how the messages were formatted or showing up from the front end. It's really easy to get lost in all the technical details and options Intercom has to offer.

Avantages

The chat feature is extremely easy to use with a mobile app that allows our entire team to respond to customer inquiries. We can even setup different people for the various pages (sales for support). Pushing custom messages for various pages has also been extremely helpful for customer success.

Inconvénients

It is a little difficult to get setup and to understand how to implement all the great features this product has. They do provide great support videos to introduce these features but it can feel overwhelming.

Avantages

Like the pictures, and remembering the last conversation. I always noticed when a company is using Intercom as it makes for a much better experience. I also like the email follow up after the chat or when there is no response.

Inconvénients

Can be hard to integrate into all your tools depending on what you are using. However, if you are looking for a great chat app (and that is your main / only use) I have no complaints.

Avantages

I like how this is very universal and easy to communicate with others. It is seamlessly on any website and you can communicate very quickly.

Inconvénients

I find it difficult to respond to others messages when using it in the sense that I wish it was more integrated into other applications. I know for example HubSpot allows you to respond on a Slack channel. If this is a feature, i do not know about it. They probably make people pay a higher price too

Avantages

I love the custom bots that you can customize. Allows you to filter out customers with easy questions that could've been answered with ease. This leads to more effcencies.

Inconvénients

The pricing is a bit weird...they charge for the amount of users that will go into the app, rather than the amount of people that will actually use their service!

Avantages

Intercom is a great platform for customer support and general analytics. We installed it as a part of 2 week trial and were instantly hooked. The automation that they offer is great and it's simple to use.

Inconvénients

It's a bit pricy for the features and there are cost effective competitors. However their level of polish more than makes it up.

Avantages

It is a very easy tool to use. Perfect for tracking sales, marketing and customer support. I love the way it allows to filter clients and segment them.

Inconvénients

I highly recommend it. Maybe the price scheme could be simpler, but ultimately a great product.

Avantages

Easy to use, very simple and interactive

Inconvénients

Requires a while to integrate and configurate

Avantages

Intercom is stylish and helpful when first starting to use their platform. There's a tutorial to help get started which is descriptive. We've only used it for a bit, but it seems powerful.

Inconvénients

It is expensive. There is also a lot to the product so it may seem daunting at first.

Alternatives envisagées 

Avantages

Very slick interface and pretty visuals on every page.

Inconvénients

A little convoluted on the backend and needs some UX improvement

Avantages

Ease of implementation, configuration and usage.

Inconvénients

At the time of my implementation it was not very feature-rich.

Avantages

Lots of tutorials, templates and suggestions on how to use the platform. Great customer service. Intuitive platform that makes it easy to jump back and forth between tasks.

Inconvénients

Not great for auto-responses and scripts within chat - it's not saving us any man-power because we can't automate that much.

Avantages

Filled to the brim with data of your clients - leads, current, lost ones, too. As a marketer, this is a useful way to see what people say about our business, at the same time analysing what segments and other variables we can use in order to curate our marketing campaigns.

Inconvénients

There's way too much going on in setting up campaigns. I don't think I need to see EVERYTHING whenever I'm trying to create a campaign. Could be much simpler in terms of design.

Avantages

I like the reports that are generated and configureable bots

Inconvénients

Nothing as of now. Help docs should be easily discoverable to access new features

Avantages

It makes it easy to keep track of tickets

Inconvénients

I would like it if the bot would notify users that email us at the support center with a wait time or that we are currently closed message . Currently, the bot only responds to users that use via chat.

Avantages

I like the different features it I offered and about if customer support systems depends on this product

Inconvénients

But I didn't like to be a member or use live chat with any of the company's you must pay and it's kinda expensive