Intercom

Avantages

é uma ferramenta que fornece um ótimo atendimento ao cliente por sua rapidez.

Inconvénients

sistema com alto nível de complexidade.

Avantages

They have good Build in app message tool good for marketing.They also have good bot feature

Inconvénients

They lack lots of customer support ticketing features allowing us to tailor the software to our support-specific needs. This includes customization of the user interface, workflows, triggers, and automation rules, which has significantly improved the efficiency and effectiveness of customer support operations. In this Intercom lacks a lot.

Alternatives envisagées 

Zendesk Suite

Pourquoi passer à Intercom

We tested Intercom just to check if it is sutiable to run support marketing and sales. We found that it is not suitable for support

Avantages

1. Interactive and Easy to use interface 2. Makes interaction between customer and executives dynamic through chat windows3. Allows automate replies for known queries, reducing human involvement4. Dashboard helps you monitor ongoing chats and issues.5. Good integration support with other applications

Inconvénients

1. More options can be added for data analysis and getting insights2. Customer support can be improved3. Pricing plans can be simplified

Avantages

We started using Intercom in 2018. The platform has changed over the years drastically. Many new features have been delivered that you can call Intercom a proper all-in-one solution.

Inconvénients

The worst part is the buying process—many calls with sales guys who you have to tell the same story again. If you are a startup, try to go with a fast-to-implement and easy solution.

Alternatives envisagées 

LiveChat et Zendesk Suite

Pourquoi choisir Intercom 

We needed a better platform to serve everything from one place.

Logiciel antérieur 

et Zendesk Suite

Pourquoi passer à Intercom

We researched many different solutions. But Intercom was top notch

Avantages

Generally Intercom is easy to use and their documentation is quite good, so it's usually easy to find the answer to any question we might have. Anytime a new feature or change is rolled out, they offer pretty solid onboarding and walk you through how to get the most out of it. In terms of capabilities, I'd say Intercom offers more than most. Many options for integrations. We use it for lead generation, email marketing, customer engagement, and tickets. In all cases it is pretty quick and easy to use and easy to collaborate with team members.

Inconvénients

We've been using Intercom for years without any significant issues, but over the past 2-3 years it has grown and evolved in ways that haven't always been positive. Their customer support is much slower and less responsive than they once were. As they've added new features and capabilities they've also increased fees and now you have to pay separately for every tiny thing. It seems like every single feature in the platform requires a paid upgrade and this rapidly and significantly increases the cost. Reporting is very weak and only goes back a few months (it's so bad that we don't use any of it... all of our reporting is done externally with integrations).Finally, and perhaps most significantly, many of their features don't really work the way they are marketed or the way that you'd expect. This has led to continuous disappointments when we learn that certain features don't really do what they claim to do. They are must more limited than they appear, and when you speak to their customer support about it they are always scrambling to offer you some sort of a workaround. Workarounds can be fine, but they shouldn't be required so frequently, especially for such an expensive tool.

Avantages

- Chatbots in code
- User-friendly when it comes to aesthetics
- Fast and efficient support
- It has a learning track which makes it easy for new developers

Inconvénients

- Data analysis within the platform is quite poor, which brings the need to cross-check with other tools
- Exporting data results in lack of standardization
- Lack of governance to access team settings like macros, for example

Alternatives envisagées 

Zendesk Suite

Pourquoi passer à Intercom

I was not in the decision making, I arrived at the company and Intercom was already a hired tool

Avantages

Live chat with all information about clients is very helpful. Easy access to all information is critical.
The tool is easy to use, no need for long training sessions.

Inconvénients

Every feature is sold separately. Prepare to spend lots of money if you want to use it in full capacity with a large team.

Avantages

The software to be fair is the best integrated product out there if you need live chat, knowledgebases, chatbots, outbound marketing etc., all in the same package. The range of features is VERY comprehensive.

Outbound campaigns are really nice as is the knowledgebase.

Inconvénients

Notifications for incoming chats are poor. If your support team are doing tasks other than sitting on Intercom all day it's easy to miss incoming chats.

The AI bots are more miss than hit in my experience when it comes to suggesting solutions and some of the bot responses are simply bewildering.

Avantages

Direct integration to your website or system and being able to feed data directly to intercom. You can then use that data to filter and manage customers.

Inconvénients

They have been launching new features but it feels like they are towards the higher priced plans, which may make it expensive if you got 10k or more users.

Avantages

Integration with communication sources, say you may set up the email to be shown in chat history as a messages.
Embedded chats with history are quite nice, it has both the messages and notes left by the supporting team members to each other. Chat itself works quite good and overall thing of a good quality. Not quite sure this is their own development, but it doesn't really matter.
Webhooks, these one is a good thing to integrate your decision making software with customer lifecycle events, for example to send email when credit card is about to expire, of when customer purchased something few times.
Actions - automated reactions to customer or lead lifecycle events.
Filtered cogorts are called segments in Intercom, they have their own filtering panel which is similar to one that can be found on other products.

Inconvénients

Bugs. They are everywhere. Updates may be lost, updates may be rejected by intercom because of server side exceptions, or mysterious thing called "concurrent updates" when there is just a single update.
They have huge API downtimes which can be traced by Intercom's API 5XX responses but technical support always denies the existence of a problem or downtime.
Technical support is one of the worst supports I have ever seen. They know nothing, they do not want to learn, the problem is always on your side even if it is their server who responses with 5XX status.

Intercom is hugely, fabulously overpriced.
On paper Intercom has a set of importers - they are useless, as there are no transformation or calculated fields. Now imagine you need to import hundred of thousands customer profiles from legacy system. Due to absence of data transformation mechanisms you are unable to import them as is and have to resort to preparation-export steps. The problem is that you can not perform more than 85 API requests per minute.
There was batch API but today it is 1) deprecated and 2) counts the record inside the batch by the same 85/min limit.
Sometimes customer profile may just disappear.
Some of integrations provided by Intercom would not work as they have never been tested.
There is no API call to "archive the segment" despite it was proposed few years ago.
Intercoms offers one of the worst client libraries on the whole github and they reject PR's.

Avantages

When we were first started using them, they were flexible, had great customer service, and seemed genuinely invested in helping us succeed.

Inconvénients

Their customer service has been incredible poor. They caused a completely preventable service disruption that caused several hours of outage for our team, and have been difficult to get in touch with.

Avantages

I would not have written a positive review about Intercom 12 months ago. There were too many small grievances with the individual features that were all building up.

Recently the platform has matured enormously. It feels like the team at intercom has come into it's stride. New features like Series, Guides ect and most importantly - how they all work together - has made it a much better experience.

Inconvénients

Currently my 2 biggest gripes are cost and customer services. I do think for a scale-up the price gets very steep very quickly.

The customer support thing is more annoying - a core part of Intercoms offering is instant-chat. I remember 2 years ago their own instant chat was really great - now it can take a long time for a response to come in.

Alternatives envisagées 

Zendesk Suite

Avantages

The ability to converse with our customers quickly and seamlessly between email and the messenger app is great. They've thought through this feature set very well and it brings us very close to our customers and we are able to convert leads very well through this service too.

Other similar apps function the same, but their UI/UX is lacking compared to Intercom. The actual feel of the app is clean and friendly and dare I say...even fun to use.

Customer success at Intercom is also excellent, they've got our backs and I appreciate it (although getting paired with someone in a vastly different time zone can hold up ticket times on our end).

Inconvénients

There are some gaps in the help center and email features. It would be ideal to create/edit documents in a manner closer to Microsoft Word or Google doc, as those are the standard for editing documents these days. Little things like not being able to create a list inside of a document the way I would in other apps can be frustrating, but there is usually a workaround of some sort that will suffice (I'm just picky).

It would also be nice to only be paired with their team members in our time zone. Working in the US and then being helped by a team member from Australia means our ticket times take much longer and conversation is hard to do in real time.

Avantages

From both the administrative and user perspective, the ease of use and just overall depth of what you can create with the product is very impressive. It allows a great amount of customer support to be automated and simplify it's delivery via articles and a knowledge base that'll continually grow.

Although it's not the biggest feature, as a user, I love that it's focused on getting you an answer/resolution the quickest way possible given the same entry method. Type "adding users" in an application with Intercom support will quickly both deliver you articles that can potentially solve your problem or will also quickly deploy a CSM to you to answer it directly in case it was a bit more complex.

Best part though is the feedback cycle, you're typing exactly what you want to know into the application and if no articles return: New Content Topic.

Inconvénients

Theres really not much. I've run into situations where it was wrongly applied within other organizations and not properly resourced, giving a less than average experience. But that's not as much specific to Intercom themselves.

Given they are the industry leader, it can come at a premium for a larger organizations.

Alternatives envisagées 

Olark, Confluence et Zendesk Suite

Pourquoi choisir Intercom 

Overall compatibility with scaling of the company and support infrastructure. Not enough functionality to grow out an effective customer knowledge base that's as simple to approach for customers and internal content builders alike.

Logiciel antérieur 

Confluence

Pourquoi passer à Intercom

The overall growth of the company and product over the past few years and the speed in which they've been able to push out updates and new features shows a lot of promise over their competitors. Honestly, the user experience that we had been encountering when coming upon sites and companies that were using Intercom was so positive that it was hard to not want to give that same experience to our users.

Avantages

The integration was easy and superfast. All the functionalities respond correctly at what we were expecting.

Inconvénients

none so far. For now it's perfect for my customer service.

Alternatives envisagées 

HubSpot Service Hub

Avantages

It used to be good 5 years ago but now it’s overpriced

Inconvénients

We are moving from intercom to a different chat provider after being with Intercom for 5 years. Fundamentally Intercom still charges a lot more than the competition but is no longer the market leader. I told intercom that we are going and [SENSITIVE CONTENT] offered us a better price. At first we were interested as there is a bit of hassle in moving. But I couldn’t believe what happened next…

[SENSITIVE CONTENT]was incredibly slow to reply and unprofessional. He probably is dealing with 1000 other customers who are leaving. Eventually he retracted the offer after a month after not “getting approval”. Why did he offer that in the first place? This is a slimy sales tactic straight out of the book. He never had any intention of matching the offer we received from a competitor.

After I complained that [SENSITIVE CONTENT] had wasted 1 month of time stalling us from leaving, he sent an aggressive reply in all capitals! I’m shocked and disgusted at this behaviour from a company.

Im cancelling my intercom account and moving to a company that appreciates their long term customers.

Avantages

Intercom allows for various quasi-queries, integrations, and outound messasges to your users. This is very helpful and is not available in all of the other customer support platforms that I have used. You can find out information about your customer population. You can send messages to only CERTAIN "segments" of your customer population. You can also integrate with a WIDE variety of other softwares to really up your customer support game.

Inconvénients

Intercom does not show all of the user messages together unless you open their profile OR they send their message as a response. So, for example, if a customer sends you a message, then 10 minutes later they create a new chat and send a new message, those messages are not linked togather unless you open their profile. I have had the experience of different agents answering the two messages or of answering one message only to see that the same user had sent a correction to their message. This is very frustrating.

It can also be difficult for users to locate the knowledge base which leads to more inbound messages. Intercom is trying to solve this by bot responses, but this is something you may have to pay for.

Avantages

A nivel de producto están continuamente evolucionándolo y sacando nuevas funcionalidades que ayudan a crecer tu negocio. Series, para desarrollar campañas a tus clientes es brutal, se puede combinar con mensajes a través de un banner, un mensaje in-app o un email principalmente. Eso sí es un servicio caro. Tiene una herramienta para helpcenter muy práctica y con buena relación calidad-precio. Para soporte por chat con los clientes quizá hay alternativas mucho mejores pero si no requieres de mucha complicación te servirá. Además tiene productos como chatbot, product tours, multitud de integraciones con otras apps y pequeñas funcionalidades que por supuesto incrementarán su coste y no podrás tener todo...
A nivel de integración es bastante sencillo y permite mucha personalización.

Inconvénients

El mayor inconveniente es el inexiste servicio de atención al cliente, para contratar el producto o probar nuevas funcionalidades no tendrás problema pero si realmente te encuentras con un problema grave, por experiencia hemos tenido varios como problemas con la renovación de un contrato o el envío de emails en una campaña, lo más seguro es que o no tengas una respuesta clara o que se vayan pasando la consulta de unos a otros sin ayudarte

Avantages

We love how easy it is to engage with our website visitors and help answer questions or direct them to the resources they're looking for. We bring in a good number of leads to the sales team each month from the use of Intercom chat. We really enjoy how you can integrate it with Slack so that you don't always have to keep Intercom open in your browser.

Inconvénients

It's kind of annoying how a lot of the features cost a good amount of additional money. And some things aren't super intuitive as far as navigating and what lives where within the platform.

Alternatives envisagées 

Drift

Pourquoi passer à Intercom

I can't remember as it was years ago but I think it mostly came down to price

Avantages

It's "popular" and works well if your company is enterprise sized.

Inconvénients

If you're a start up or a smaller business don't expect to get support.

It's very expensive - starting at 59 dollars a month for one person accessing the basic chat. Sure they offer a few other things but like a team inbox? Most organizations already have an email system and a company chat in place. Next level up is $119 a month that gives you a few more functions.

Until you are paying their $500 a month locked in an annual contract, you are "self serve" customer. Meaning, no support - just their faq/website. Can't even get a good phone call for help.

Avantages

This software has both chat and email queue - We were able to set up chat and email support with the help for this software. The customer engagement is smooth and we were able to delivery customer service with the help of this software.

Inconvénients

This software was a priced a little over our budget and every seat that we bought would cost us more. Apart from that this is a very good software to integrate with your website.

Avantages

Intercom is a complete live chat application for businesses. It is extremely easy to use. I found the chatbot feature to be useful, but I think it is only useful for some businesses such as retail businesses, or businesses that can use the information from a customer to see what they want to sell them. I would recommend using Intercom for businesses that need live chat but are not using it already.

Inconvénients

I am a marketing strategist, and my company is growing. I have come to realize that I need to engage with customers in an effective way to obtain leads and generate sales. I have tried many different marketing strategies in the past, but none have been as effective as LiveChat. I am able to create a LiveChat session with customers and obtain leads. I've had great results and I'm satisfied, I haven't had a problem. In general it works flawlessly.

Avantages

Intercom is great as single marketing, sales and support solution. Nevertheless, once each team starts growing and having their specific needs it will most likely stop working as great for everyone.

Inconvénients

Their customer support message managing was not great, they also did not offer a way of merging messages and tracking SLA's.

Avantages

It's smart bot helped us increase our lead generation by 20% which is the best thing I liked about it.

Inconvénients

It's very expensive for a chatbot, and they did not have a monthly plan for us.

Avantages

In a few words, using Intercom is such a wholesome experience with zero to non competitor in the market who can compete with his top notch features and constant improvements. There is always something new in the works to make it even more useful.

Inconvénients

The overall quality of the SaaS is very good, but the price you have to pay for everyone of the features is a bit too much compared to what is offered from the competition, don't get me wrong, being at the top of the list comes with a hefty price tag.

Alternatives envisagées 

Zendesk Suite

Pourquoi choisir Intercom 

Our team needed a more robust messaging platform.

Logiciel antérieur 

HelpCrunch

Pourquoi passer à Intercom

While being a bit more expensier than the competition, the overall quality of Intercom's is hard to match.

Avantages

Intercom is easy to use and a supremely evolved support tool. It's a must have for early startups as they scale their businesses. Agent's can easily grasp and start using the product. The support articles are my favourite feature.

Inconvénients

I didn't like that Intercom does not support WhatsApp templates triggering via system APIs basis user actions.

Alternatives envisagées 

Freshdesk et Zendesk Suite

Pourquoi choisir Intercom 

Yellow.ai was a super unintuitive product.

Pourquoi passer à Intercom

Cheap and easy to install.

Avantages

O SMS em massa tem meu coração , a facilidade de atingir os clientes é a melhor opção de aplicativo

Inconvénients

Para mim todos os recursos com a funcionalidade que eu uso estão dentro do meu agrado.

Avantages

I like that we are able to gain insight, offer promos, convert leads, provide support, host a help center, and create unique customer journeys right from within one platform. The Inbox feature is very helpful in providing quick and easy support, especially when using the Intercom mobile app!

Inconvénients

There are few things I would consider cons about Intercom. I wish they offered a bit quicker support, as I often wait a day to hear back, but it is a minor detail compared to the value we get from using the platform.

Alternatives envisagées 

Zendesk Suite

Pourquoi passer à Intercom

At the time, I believe Intercom had been around a bit longer, so offered features outside of just the support desk functionality.

Avantages

Intercom has done a great job in keeping the platform so simple yet powerful. From chats to campaigns, all of it can be viewed in just a click of a button.

Inconvénients

Our client wanted to migrate intercom data to a CRM, and the process was so painful. We'd highly suggest business to use intercom if they don't have any plans getting a CRM software.

Avantages

Intercom's capabilities enable us to interact with our website visitors in an intelligent way, as the automation and artificial intelligence available in Intercom enable us to prepare a list of appropriate answers to the questions we receive frequently so that we can respond to customer inquiries quickly. As for the distribution of email coming from customers, the process is smooth, as we can customize the settings so that the incoming mail is sorted by specialty and sent directly to the relevant members. The control panel provides a lot of tools through which we can better track customer tickets, limit the outstanding tickets, and request assistance regarding them, ensuring that there is no delay in responding. It's also nice how we managed to restrict visitors from sending many useless tickets and using bad language when chatting.

Inconvénients

Ease of use depends on the correct setup as well as customizing the tools to suit the duties of the team, and any mistakes in that will make things look very complicated.

Avantages

Intercom set's in motion customer acquisition and onboarding. It's very intuitive and boost customer satisfaction team productivity. It also provides 24/7 support and customer engagement.

Inconvénients

Intercom Premium features are very pricy

Avantages

The design is awesome ! You can do many things on Intercom, but it is difficut to get lost as it is so easy to use. The reportings are highly qualitative and simple.
Using the chatbot changed our life as our lead management went to the next level. Another game-changer linked to that is the help center where it makes it easy to let the customer helps himself or herself .

Inconvénients

Not performance-savvy for a computer...
I hardly see anything to add, except paying each seat for a full use...

Avantages

Really simple, fast and easy to use CRM platform. It has multiple helpful features such as custom bots, emailing and product tours that I'm using quite often. Also, making a help center in Intercom is such a great experience!

Inconvénients

It has som many features and sometimes some of them do not work properly. And filter+trigger options in emails automation are quite confusing in some moments

Avantages

Using intercom was all the time easy and simple.
Adding new apps and features on it was just a click and integration was that easy
I have added localize app, ticketing system app to it and it is just a click

Inconvénients

It's just the price it can be improved
And sometimes the mobile app search is not giving the right information

Avantages

Intercom is a combination of tools providing different values and solving different problems. We use chat, article, product tour and several other tools. Overall they all solve a specific problem.

Inconvénients

Every tool we use has some limitations and we often need to find workarounds to reach our goals. However the worst point about intercom is their pricelist Even if you own a PhD you will have a hard time understanding how much to pay if you add an option. Every tool is an option that keeps adding to your bill plus they have triggers to increase the bill according to the number of users. Overall you don't really know where you're going with the way they charge you.

Avantages

Intercom is really easy to set up and importing users into the software is really simple. It's nice to be able to create an online library of help articles and have it available for our users to find. The chat feature is what we use most and our users definitely enjoy how easy it is to reach out to us.

Inconvénients

Our customers have a difficult time closing out of conversations or seeing actions on our screen that need to be taken on the right hand of the screen. The chat box will often times cause them to become more frustrated as they need to open and close the chat as we give instructions. The close button is in a circle under the chat, which is a spot that most people don't usually look for.

There are a few customizable things that we'd like to see. Like the ability to create custom out of office messages or include holiday messages to let our users know we're either out of office or responding slowly.

Avantages

The UI allowing to construct auto-messages

Inconvénients

They lure companies in to integrating intercom into the workflows and take advantage of the difficulty of later migrating to another product, in order to jack up the prices to ridiculous levels. We've had to complain multiple times each year for drastic overcharges (think 3x) and fight with them for months until they would process some refund (after numerous lies and diversion attempts by their reps).
Unethical company, unethical staff, can't be trusted one bit as a business partner.
Also be aware that they do not grandfather plans, and you are at their mercy, they can at any time give you a short notice before "updating" the pricing structure. The most recent "update" would have caused a ~5x in price, getting us to flee to another provider at a great internal cost.

Avantages

It is great to have the ability to do so many things within one app: chat with our customers, write help articles, link help articles to our customers, send out messages to groups of people, easily find previous conversations, and create reports to monitor our progress. Intercom has really made our support workflow simple and much less confusing than other software tools we have used. They also integrate with a number of different tools (GitHub, ZenDesk, Upscope co-browsing, etc.) so anything that Intercom can't directly do, we can find a way to do through an integration.

Inconvénients

The Customer Support response times from Intercom are a bit long, but the team is always helpful and resolves any questions we have. I also wish the Articles were a little more built out - they just have some simple feature there, and it would be nice to have a more robust help center with the flexibility to format our articles the way we want and organize the collections differently.

Avantages

I like their interface most, as compared to other similar solutions available in the market. It provides a pretty modern look and the user faces a very good user experience. When it comes to businesses that use Intercom, it provides a variety of features based on the business needs, for example: storing chat history, and creating an automatic ticket through email if the user/support is away from the chat for a longer duration, easy to generate reports based on the customer data and queries.One of the features I used most was storing the chat history using their platform/APIs, which helped me analyze what queries were repeated over the last 3 months, thus helping me find customers' pain points easily.

Inconvénients

There is no major con as this software is highly competitive when it comes to the features it provides as compared to its competitors. However, they can work on improving their customer service, as when I got stuck in installation/setup, their replies to the tickets were quite late, and I could not wait for them to reply as my business was dependent on these live chats.

Avantages

It's simple to keep track of connections and clients, plan events, automate processes, and more. Integrates well with a wide variety of other programs we employ. Great for keeping track of our SaaS customers and getting in touch with them through email or in-app messaging. This is also useful for developing automated help, which eliminates the need for our support staff to spend time on routine or trivial questions.

Inconvénients

This led me to avoid reading my mailbox whenever possible. Acclimating to the program required some time because the presentation and formatting of messages were not immediately obvious. Intercom's many technical features and customization possibilities might be overwhelming at first glance.

Avantages

Intercom does have a lot of features and is easy to get started with. Sign up, go into segment, activate it, and you're done. You can see who's online, send them automated messages, write support tickets.

Inconvénients

The only problem with Intercom is that EVERYTHING is half baked. They've basically taken as a model to release everything, but only basic versions of it. Except for Emoticons. They are everywhere. You want to sort conversations? You can't. You want to bulk edit them? You can't. You write an article and the connection dies? Too bad for you. You want to change the layout of the Support Page? You can't. You want to have a qualification bot that's not a marketing gimmick? Well sorry. You can't. You want to assign conversations base don rules, have reminders, flows, SLAs.... well.. you know the answer.

And when you invariably contact support and tell them about it, they will almost always say "Oh that's a great idea. Let me mention it to the Product Team"... and of course they instead roll out the next half-backed emoticon feature.

Seriously. Unless you want a fancy chat for a side project of yours, stay away.

Avantages

For over a year, I've loved the intercom's ease of use. Love the mobile app, and the interface is clean. Our services are highly adaptable. When it comes to expanding support, bots are invaluable. The onboarding process is also quite beneficial.

Inconvénients

Having more inactive contacts on the intercom increased the monthly bill. You must continually archive users in order to keep costs at a minimum.

Avantages

Intercom is great for communicating within your web based product via chat. It's relatively effective as a marketing channel for in-app communication to customers. It has fair amount of rich content options, though they cost extra.

Inconvénients

Compared to Drift, Intercom is extremely limited for a sales/lead-gen channel when used on a public website. It's pricing model is also crippling for high traffic sites.

The customer support and account management is absolutely horrible.

Alternatives envisagées 

Zendesk Suite

Pourquoi passer à Intercom

Functionality

Avantages

Intercom is a great tool that we use across our customer success team, both for the first and seconline issues. It allows our teams to share and serve the tickets in an efficient matter and allows us for measuring the results. Moreover, our clients can review our team members what we really appeciate.

Inconvénients

Nothing specific, we are happy with the service.

Avantages

It's a tool that gives you what you need and it does it well.
They are ahead of the game in all ways.
It makes customer success seamless and proactive.
It's a multi-tool.
It's changed the way people perceive customer support because it makes it fast, effective and fun.
They write their own books (Awesome!) and they host seminars to help use the tools better.

Inconvénients

They take a while to release new features, this is no surprise as companies will need different things.
It does not have a merging tool to link conversations to the person already in the system. Sometimes you get duplicate leads/users.
They can take a while to respond to support inquiries.
They changed their pricing structure which, when it was priced per lead and not per agent, made intercom stand out

Avantages

- The interface is very straightforward, You get messages from users and you reply.
- It allows you to snooze messages so you can focus on messages that are your priority.
-There are a lot of customizable options so you can make Intercom more like your company and less like Intercom.

Inconvénients

-While metrics are simple and easy to follow, there should be more in-depth information like real response time. They use a "median response time" metric which to be honest is very confusing.
-There should be a limit on how many conversations a user can open. If a user wants, they can open unlimited conversations which can be a pain for your support team.
-There should be an option to delete messages in bulk.

Avantages

The user segmentation based on activity works well.

Inconvénients

Many issues, but I'll highlight three points:

- They simply don't care about the bugs you report as a customer. It has been more than 3 months since I've been following up to get a bug fixed. They never give any update on when the issue will be fixed -- can't even confirm if it will get fixed this year.

If you don't have a clear roadmap or visibility on when issues will get fixed, I'm not sure what type of company you are running. At least, create a Gantt chart in Excel!

- The implementation of how a custom bot should fire based on button click has been poorly implemented. The bot will always be tied to a domain although it should be decoupled from a domain. For example, if you want to use the same custom bot that should get fired when a user clicks on a button on two different domains and a subdomain, you will need to create three custom bots.

Drift has made it very easy with a simple solution - https://gethelp.drift.com/hc/en-us/articles/360019349274-How-to-Launch-a-Bot-with-a-DriftLink

- They don't store many of the important user data (e.g., entrance page of the lead). You will need your tech team's help to set up many custom variables.

Avantages

What I like most about Intercom is how easy it is to jump in and begin assisting users with their questions and requests. It's been an invaluable tool for communicating with our users (both clients and developers) on Codeable and we've been relying on it 365 days a year for 5+ years straight. There are so many new features they keep releasing which are often things we didn't realize we need until we tried them and discovered we can't live with them.

Inconvénients

For the size of our support team and number of messages we send, Intercom is one of the more expensive SaaS products we use. There are other services that may manage a support center better, but those don't provide the same quality of live chat, self-serving help center, or messenger bots that Intercom provides. While cost is a consideration for all companies, we feel Intercom is still the best value for the money and are happy paying the price for all the value it brings us.

Avantages

The interaction tools with potential customers are sensational, we know exactly who is interested in our products and how to approach them.

Inconvénients

I think the monthly price is a bit expensive

Avantages

The first thing I love about intercom is it’s easy to set up and use. We can integrate all of the systems we use that can automate a lot of our support needs and can provide our customers with quick access to our internal support.

Inconvénients

It’s a great tool and you can figure it out easily but for some cases we require help and have to wait for support and it’s really difficult to get a customer support or technical support. Average response time for any request will be in days instead of hours which will be annoying.