Intercom

Not Much Competition

Commentaires : Everything has been fantastic from the Customer Success-led implementation process to it being deployed to our users. Multiple compliments on the feasibility of use since purchasing.

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.

I've had excellent results.

Commentaires : The ability to try and test an app or product before purchasing it, is becoming more and more popular, especially with the introduction of new chat and live chat services. If you don't want to spend hundreds of dollars on an actual product, you can try a virtual product, that is a product that you can test and play with, before you purchase it.

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.

Best product, the WORST company

Commentaires : If somebody want to program a software with the same features (even less), i'm switching.

Avantages :

Their product is better than anything on the market

Inconvénients :

I hope you will never need them for anything. Do not count on them. It's only a sale team thinking only about money. We are paying over 1800$/month, and we are still not with useful persons.

Using Intercom to handle customer support

Commentaires : Our focus is to handle customer queries and website inquiries thru intercom. We have integrated this with our website and are able to solve queries, generate reports and plan our future tasks with this software.

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.

#1 software widely-used for live chat, and customer support

Commentaires : The overall experience was smooth, and help me setup live chat support with just few clicks and entire installation was quick and easy.

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.