Intercom

Avantages

We have around 700 customers who use our product on regular basis ,earlier they use to send us email and then we would respond to them which was time consuming . Later on we moved to intercom and now as and when we receive any query from customer our customer success team response time has reduced to lest then 1 minute.

We have also integrated intercom with zendesk so that if there is technical issue automatically ticket is created in zendesk for technical team .

Last but not the least the automated email / message functionality and reports provided by intercom are just awesome , we can measure the performace of each chat support agents .

Inconvénients

if chat has more then 300-400 lines then time taken to load on mobile app increases

Avantages

- Integration with website & SaaS product;
- Great (simple & powerful) built-in knowledge base with automatic chat bot;
- Insightful pre-built reports for Inbox and Articles product;
- Synergy between chat, platform, inbox, articles and messages modules of the product - it allows enabling functions as you need those.

Inconvénients

- Unlike all other parts of the system, the UX of renewing the cancelled subscription is far from great: you'd need to purchase "new" subscription and go through the wizard once again instead of just hitting "Renew".
- The Contact profile, especially section with Custom Fields, does not accommodate all the data.

Avantages

- Makes cross-team collaboration on issues very easy
- Easily add and remove users; highly compatible with a fast growing company
- Enough features for a startup or growing business to have a powerful support infrastructure without paying enterprise prices

Inconvénients

- Functionality starts to strain at a certain point; it is a chat tool that works really well and can send emails but if you have call center infrastructure then your systems won't integrate very seamlessly
- Their bots aren't very smart, just launched so lots of room for improvement
- Support is generally good but takes a little while to get answers depending on time of day etc.

Avantages

I like its functionality in terms of how you can assign tickets to each other and the NOTES part is a really useful function for communicating with your team about the email. Also, I love how our Livechat software is synced with Intercom so that the chats come in as tickets and are also saved so you can always look up correspondence for a difficult issue. And thanks for the new feature where you can now add additional emails to "cc." That one REALLY comes in handy for us!

Inconvénients

More often than not I have to reload the page to see the most recent tickets in queue. Also, if I'm working on a laptop with a mouse track pad, there's a strange glitch where you swipe or tap wrong and your whole message is erased. Lame.

Avantages

Intercom is super easy to use and implement. It's packed with time-saving features.

Inconvénients

Their support team is driving us crazy. It can take them up to 10 days to reply to a simple question.
Their pricing is also super frustrating. We're paying more than 500€/month. For a company with less than 10 employees and 1,300 paying clients, this is a lot of money.
Despite what we pay, we don't have access to their most recent features.

Alternatives envisagées 

Help Scout et Crisp

Logiciel antérieur 

Groove

Pourquoi passer à Intercom

It included a knowledge base.

Avantages

The automation features reducing the effort of agents is definitely a +1 about this software.

The use cases covered by this software when it comes to marketing campaigns and at the same time using it as a customer support chat are very broad and really fulfill the requirements and seems adequate with the amount being paid.

This is definitely one of the great products I have come across. There are many other such software trying to replicate the same but Intercom is very far ahead in the race

Inconvénients

The ability to customize the customer front (when used in the mobile sector) is very less which needs to be improved immediately since it affects the brand integrated with intercom.
One such feature is when messages are automatically triggered based on certain rules and they all create different chat heads in the customer interface.

Avantages

We absolutely love Intercom! Our entire business runs through intercom, from customer support to converting leads. We house all of our funnel related customer data in Intercom to provide an amazing customer experience.

Inconvénients

There is not much bad to say. I would like for Intercom to improve the outbound communication campaign feature set to be more like email marketing automation tools.

Alternatives envisagées 

Drift

Avantages

I enjoy the interface and how you can create macros. It is easy to collaborate with the team.

Inconvénients

It can feel a bit anti-intuitive at times. This is something that has stopped us previously from using the product. There is also the hidden/paywalled features that are priced excessively that you need to contact a sales team to get.

Alternatives envisagées 

HubSpot Service Hub

Logiciel antérieur 

Help Scout

Avantages

Intercom is very easy to use and they have many great, auto-generated templates that you can use to get started on customer engagement and product outreach. They have sample email schedules and guides to use on when/how/who to reach out to at different points during the customer lifecycle.

Inconvénients

Their data analytics can be difficult to pull out of the system and often do not encompass enough to really get good analytics from the platform. You will need an additional platform if you want to use it for data analytics.

Alternatives envisagées 

Pendo

Pourquoi passer à Intercom

Easier to use.

Avantages

Intercom just works. You as the user know what to expect, the visitors/customers you reply to via Intercom know what to expect, everyone is always happy and expectations are managed well.

Inconvénients

I never had complaints about this product, it always worked and the customers we replied to over Intercom were always happy.

Avantages

It's so powerful and easy to use! It was effortless to set up, and all our business users (who've never done customer support before), find it very easy to use, and the users love it too.

Inconvénients

The pricing adds up if you want your whole team using it. We'd love our engineers to be able to chime in with support conversations, but it's a bit too expensive to have everyone using it as a small business.

Avantages

Wе must sау thаt Intеrсоm саn rеаllу bоаst оf thеіr mеаns fоr соmmunісаtіng wіth vіsіtоrs: thеу аrе vаrіеd аnd еquаllу sресіаlіzеd аnd еаsу аt thе sаmе tіmе. In аddіtіоn tо thеsе mеаns, Intеrсоm рrоvіdеs us wіth tооls fоr аnаlуzіng сustоmеr іntеrасtіоn wіth а wеbsіtе оr а sеrvісе. Fоr еxаmрlе, wе саn usе thіs dаtа tо sеgmеnt thе dаtаbаsе оf е-mаіl subsсrіbеrs. Brоаdlу sреаkіng, Intеrсоm fосusеs оn suсh аn аsресt аs реrsоnаlіzіng thе соmmunісаtіоn bеtwееn thе sеllеr аnd thе сustоmеr. Wе lіkе thаt thіs sеrvісе sаvеs thе mеssаgе hіstоrу wіth аnу сustоmеr, аnd duе tо thіs, іt іs еаsу tо соntіnuе thе соnvеrsаtіоn frоm thе mоmеnt whеrе іt stорреd аt thе рrеvіоus соmmunісаtіоn sеssіоn.

Inconvénients

Tо bе hоnеst, іt іs а humаn nаturе tо gеt mоrе thаn thеу асhіеvе. And wе thіnk Intеrсоm іs suсh а саsе. Wе mеаn thаt еvеn thоugh Intеrсоm’s funсtіоnіng іs bеуоnd thе рrаіsеs, thеrе іs а fееlіng tо gеt mоrе аnd mоrе аdvаnсеd funсtіоnаlіtу bесаusе thе сurrеnt оnе dоеsn’t sееm tо bе thе оnlу lіmіt fоr thе vеndоr, nаmеlу thеіr skу оf орроrtunіtіеs. Fоr іnstаnсе, wе wоuld lіkе tо hаvе bеttеr іntеgrаtіоn сараbіlіtіеs. Bеsіdеs, іt wоuld bе bеttеr tо hаvе mоrе suрроrt аnd іmрrоvеmеnts bеіng mаdе uроn thе sеrvісе’s mаrkеtіng funсtіоns.

Avantages

We only have three people to manage customer requests and questions so having a tool like Intercom can make us look more professional and get answers to the customer in a more timely fashion.

Inconvénients

I don't feel like I've tapped the best practices of Intercom. It has so much it can be overwhelming to digest.

Avantages

It allows you to reach the customer anywhere. If they have left the chatbox, the reply will reach their inbox. You see a lot of information about your customer/lead already when talking to them. Where are they located at, what browser they are using, etc?

I also like the operator function that asks leads for email addresses and/or feeds help articles to conversations that I haven't yet attended to.

The help article section is also great because it's integrated with the messaging so I can send help articles straight from the app.

Inconvénients

There's no integration with HubSpot CRM but it is what it is - they're competitors so that makes sense.

It's also sometimes tricky to make sure that I am not 'seeing' messages after signing in as one of my clients. The chatbox is sometimes not quick enough to understand that a person has signed out and it still shows messages relevant to that person. That is how I accidentally read them and so they might not reach the recipient's inbox.

Avantages

I'm in Intercom every day, and it is my favorite tool that I use on a day to day basis. They make chatting and supporting customers simple. It integrates perfectly on the website. I also love that they are constantly coming up with new features to help our workflow. They've made some massive product updates since I started using the software a year and a half ago, and it keeps getting better and better.

Inconvénients

We use Intercom for our email campaigns as well when new users signup. I do wish there were better metrics for the emails. You can't view email based on date ranges. So for on-going campaigns that we make tweaks too, we can't see if rates open rates improved month over month. It would also be great if they had a "flow chart" interface to make it easier to set the conditions and flow for messages customers receive.

Avantages

Mobile version, file sharing, analytics, customization options.

Inconvénients

There is no convenient tool for searching chats.

Avantages

Ease of use is really great. We have hundrets of conversations with our clients every day using this tool.

Inconvénients

Their pricing. Not only is it expensive, they have changed their pricing plan about 4x in 2 years. Furthermore it's very complex to understand.

Alternatives envisagées 

Front

Pourquoi choisir Intercom 

Better UI and livechat.

Logiciel antérieur 

Groove

Avantages

How it all works together from support, product marketing, onboarding and product management point of views.

Inconvénients

The fact that intercom is so extremely expensive.

Avantages

The chat function is top-of-the-line. Their bots are easy to set up and deploy and definitely streamline support and triage.

Inconvénients

It's email marketing feature is underwhelming to the point I would just use a different platform to conduct that sort of outreach. Intercom is a bit pricey per seat. It's a bit ironic their support is one of the worst of all SaaS tools I use (nearly impossible to get a response within 2 business days)

Avantages

Intercom is a very user-friendly tool that can easily be setup on a website to communicate updates to customers. It's able to pull in a great amount of data on users based on what you provide to it. You can do a fair amount of segmenting as well to target certain users/visitors based on various characteristics.

Inconvénients

The big complaint we've received from customers is that the messaging from Intercom becomes very annoying after awhile. Also if you setup multiple messages but can't segment certain people verses others from getting the message, they'll receive multiple all at the same time. You also can't adjust where those messages display on the page, since their widget has to be permanently located in the same place when you set it up.

Avantages

- I like the APIs and the corresponding documentation intercom provides, which could be used to integrate it easily in your system. I could set up my system to push the real time details regarding my users to be seen immediately in intercom user interface.
- Even the customer support using the simple user interface with intercom became so much easier. All the filters they provide are just amazing.

Inconvénients

No cons which I can think of as of now. Just that it's bit expensive for a small firm. The tool costs per record we save in it, which seems pretty aggressive.

Avantages

Lo que mas nos ha gustado del software es la profesionalidad con la que ven nuestros clientes la interfaz y la facilidad que tienen de comunicarse con nosotros, además cabe destacar que muchas veces a través de las respuestas configuradas que tenemos muchos clientes encuentran su respuesta sin tener que contactar con un agente.

Inconvénients

Lo que menos nos ha gustado por decir algo que es un software que incluye unos planes con un precio muy elevado y podría incluir alguno más asequible para empresas más pequeñas.

Alternatives envisagées 

Freshdesk et Zendesk Suite

Pourquoi passer à Intercom

Elegimos usar Intercom debido a su fácil funcionamiento y integración y a la vez la profesionalidad de su interfaz de cara a los clientes sin tener que configurar excesivamente.

Avantages

It made it easy for me to connect with our customers. There were some good automation bots we could build out.

Inconvénients

I didn't like the I had to keep the conversation on the web, it made the conversation less portable. I also felt like it was difficult to understand the automation bots.

Avantages

We switched to Intercom intending to use it for simple customer support messaging. We now use it for so much else. Intercom is constantly innovating and releasing new features, from sales tools to product tours to bots and AI - Intercom is a very powerful tool.

Inconvénients

Every new feature is an add-on - wish there were a way to bundle everything and reduce the cost a bit more. It gets pretty expensive for a small, growing business.

Avantages

It is easy to use, the interface is beautiful and clean. The functionalities allows me to have a customized conversation with my customers.

Inconvénients

I don't remember anything I don't like.

Avantages

The in-app chat feature (with its cross-platform support for React Native and Ionic) is absolutely the biggest differentiator for Intercom. It is a critical part of our day-to-day operations & every client that has gone the route of implementing it with us has been hugely surprised by the large amount of value it adds to end users.

Inconvénients

We are facing ongoing complications differentiating identified and unidentified users. The experimental API available for Android seemed to be heading in the right direction to solve this, but we haven't seen updates on the stub implementation for iOS in over a year (https://github.com/intercom/intercom-ios/blob/master/Intercom.framework/Headers/Intercom%2BExperimental.h).

Alternatives envisagées 

JIRA Service Management et Zendesk Suite

Pourquoi passer à Intercom

The depth of features, native mobile experience for users, easy to implement push notifications & powerful management console trumped our experiences with the others available & unified several different but related requirements.

Avantages

I like the way they teach. Their book and the product

Inconvénients

In my opinion the product is very expensive

Avantages

We used the chat system for our support team and Intercom made is super easy to get going. The chats were like personalized messages and we could set up introductory or absence messages for a duration set up. Automation is great.

Inconvénients

No reporting at all. They have reports within the system which is not editable and if you want to download and run your own reports, it is not possible. Makes it difficult to audit.

Alternatives envisagées 

Crisp

Logiciel antérieur 

Conversational Cloud

Avantages

We have integrated with Intercom deeply within our system. It allows us to offer free trial account creation on our SaaS product vacationlabs.com.
We use it to chat with potential customers as well as current clients.
All our support related conversation happen via intercom

Inconvénients

It's dashboard is a bit confusing. I somehow liked the earlier look and feel of the backend.
The app crashes sometimes and there is a lag in notification popup

Avantages

I absolutely love Intercom, it's super easy to use and it helps us keep an open communication channel with our customers. The ability to easily add images, articles and saved responses helps save a lot of time.

Inconvénients

The articles feature is a little limited, it doesn't offer a lot of options for producing dynamic content like adding anchors or creating an image bank to easily replace images in all articles.

Avantages

Intercom is really easy to use, it was reliable, and offers a lot of great features.

Inconvénients

The solution's pricing doesn't fit medium sized organizations well. It's very reasonably priced if you have a very small team of agents and a few thousand customers, or if you are running a massive help center, but if you fall between the two, Intercom gets very expensive. Especially if you need to deal with SLAs and similar more advanced options.

Avantages

I love how Intercom does a fantastic job with their core functionality -- keeping communication with users relevant and contextually significant.

Inconvénients

Sometimes there are aspects of Operator that evade quick improvement to correctly identifying situations to serve the right information. However, their most recent feature, AnswerBot, has taken care of this weakness. AnswerBot has performed brilliantly and has been really easy to get up and running.

Avantages

I love the main chat interface, and how it keeps everything clean, neat and organized. You can snooze chats for later, and create preset replies, which save a TON of time, when answering the same types of questions.

Inconvénients

For some customers, if they are on a different page than the one they were on before, when chatting, Intercom sometimes makes another, new chat. In rare instances, I will have 4 or 5 chats from the same person. I don't know why this is, though it could be how it simply interacts with our website, specifically. Also, the chat sound will sometimes beep randomly, where there isn't a chat there to attend. Minor annoyances, in the grand scheme of things.

Avantages

I love that this software is easy to build a custom bot with and fairly easy to set up. It has a lot of features!

Inconvénients

The customer service is awful. It takes them 24 hours to get back to you, if they do. If you run into a problem, there is no way to get immediate help.

Avantages

What I like intercom is that it makes it easy to communicate between team members. It also has a great way to keep track of conversations and be able to reference back to them later on.

Inconvénients

The main downside of Intercom is that it can be expensive to maintain and keep updated. It can also make customer service slow to respond to issues and it can be difficult to find answers to questions that I have.

Avantages

I like that you’re able to create canned responses for common customer problems. This saves you time and from having to type the same thing over and over. I also like that we can upload pictures within intercom, to customize the program for our company. Intercom allows you to handle multiple tickets at one time through multiple conversations, and you can see when responses we’re read. I also love that you can send a message by using shortcuts on the keyboard as opposed to clicking “send”. It’s all about convenience when you’re handling customer tickets and that’s what intercom provides.

Inconvénients

It’s really inconvenient the way intercom creates different chats for the same person. For example, a customer can send 10 messages about the same issue and it will create 10 separate tickets to handle and no way to consolidate them into one conversation. This is a major flaw for customer service efficiency.

Avantages

Intercom has been expanding beyond just a web chat service and we've loved the newer features they've added. It's really easy to integrate with websites and cloud based SaaS platforms. It also integrates with our internal CRM for easy tracking of customer inquiries.

Inconvénients

A little pricey once you start adding all of the features. Also, they are a chat company that doesn't use chat support efficiently for their own customer support. Average response time is 4-5 hours at best.

Avantages

Very esay to use. Good interface. Easy to implement and detect loginusers.
Cool feauters

Inconvénients

So hard to know final cost. prices are always a mistery. Diferrence of essential and pro are also hard to undesrstand.

Alternatives envisagées 

Freshchat et Zendesk Suite

Pourquoi passer à Intercom

Price for one year for startups and easy to instal

Avantages

Intercom is critical to our daily support operations and even sales at this point. We feel that it gives us an advantage over our competitors because they feel like they can get in touch with us immediately without having to wait for email. With the addition of bots and other automated features, it makes the experience even better for our customers.

Highly recommended for teams big and small.

Inconvénients

Price. It can get very expensive as your user base grows.

Avantages

The chatbot does have a lot of options. Nontechnical users can use the tool. You can structure automatic responses and decision trees to help direct the questions to the right people. That said, what customer or prospect wants to be treated this way? It's like the voicemail systems that require 5 prompts, before talking to someone.

Inconvénients

The documentation feature (for housing your docs) is awful—readers don't know where they are, they can't navigate up a tree. They are beholden to search.

The email rules don't always work. We set up a nurture for a separate persona (role) and even though one email rule said "don't send to role = dev" it still did.

Support is DIY. Good luck getting someone to respond to you through their own intercom chatbot. Their response time is "1 day" but in four attempts at getting help, I've never received a response.

Avantages

Nothing. I seriously can't think of a single thing I liked about Intercom

Inconvénients

Their customer service is one of the worst I've ever seen. It takes them days just to give an answer that "someone will get back to you" and no one does, even after weeks.
I wonder what software they use for customer support that makes support cases fall through the cracks...

Avantages

Intercom is very detailed and highly useful for making sense of large datasets. User information can be easily pulled up and custom fields make it simple to target the users I want with the updates they need.

Inconvénients

The learning curve is a bit steep. Also there are some things like their keyboard shortcuts or the location of some of the buttons that are not well-designed and can lead to incorrectly closing or assigning messages.

Avantages

Intercom has a set of products that really talk with each other and follows the user's flow since a visitor to your product's website until the part where you're trying to drive engagement. It's integration via REST API helps getting data that is important to create powerful segments to target via in-app message which has higher CTR than email.

Inconvénients

Its price can be something of an initial barrier if you do not have resources, specially if you're dealing with a huge user base. Besides that, you also need an initial effort to integrate with API to get the full power of the platform.

Avantages

It is an amazing software to help you connect with your users specially if you have a software business. This tool will give your users a chance to ask you for guidance at anytime.

Inconvénients

The product tour feature is not very user friendly. Keeps on lagging when I am trying to create a tour.

Avantages

It's a well defined tool, easy to understand and work with. Definitely being developed properly as constantly there are new features coming out.

Inconvénients

There are some things that look "unfinished" like you can use some data to be triggers for one type of message but you can not use the same one for another type of message.

The price can be high if you have a lot of users interacting with you, but there's also a startup package that you can use.

Avantages

I like that it tracks customers and what they do on the site. Being able to have customer available to our users at all time is critical for us.

Inconvénients

I don't like how confusing the versatility features are. It's like they made it SO custom that it's harder for the average user to piece together.

Avantages

How easy it is to use.

The core functionalities are super easy.

Inconvénients

I wish support would be faster. I would like to receive answer immediately, otherwise sometimes I ask for something and I get answer after many hours and then I am not focusing on issue anymore. I wish soon you will have resources to hire more intercom people. I know that some of my collages does not like support at all, so you might consider getting more feedback about it.

Avantages

In short, I love Intercom. Combined with my WordPress website, it has revolutionized my customer service. It's very easy to use for both the end user and me as an admin, yet so powerful. It's just fun to work with - even on the go!

Inconvénients

I am willing to pay a little more money for a great tool. However, for me as a freelancer, it's hardly sustainable and out of proportion. The cheapest plan for about 65$ is not easy to carry. I wish there was a cheaper option here. I'm sure it would bring Intercom many more customers who will surely upgrade later (if they can afford it). The StartUp plan is not applicable for me, unfortunately.

Avantages

I love how easy it is to assign and loop in team members- also how easy it is to send out mass messages

Inconvénients

New features are released and they feel half-baked. The new chatbot and answerbot are great and they have a lot of potential. But there are key common sense features that are not included like rejecting some 'questions' which are just system messages sent into intercom like NPS scores and Stripe subscription updates. Not really questions Service can provide answers to.

Avantages

There is a bunch of reasons why I love this product:
- User Experience is so well crafted
- Relating the user data in the conversation makes things connected
- The mobile app helps replying quickly to users
- The different use cases they solve (ending with the latest one: Product Tours)
- Their E-books are so insightful

Inconvénients

The worst thing about Intercom is the pricing plan!
Honestly, they are becoming so so expensive. If I want my business to rely on it, I will pay a lot of money!
Even if I'm in a small business, I must pay.