Recenzje produktu: Intercom

Not Much Competition

Komentarze: 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.

Zalety:

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.

Wady:

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.

I've had excellent results.

Komentarze: 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.

Zalety:

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.

Wady:

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

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

Zalety:

Their product is better than anything on the market

Wady:

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

Komentarze: 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.

Zalety:

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.

Wady:

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

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

Zalety:

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.

Wady:

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.

Connects with users in a more direct way

Komentarze: Allows you to have faster and more direct contact with customers or with people who visit your sites, its interface is understandable, accessible and represents a technological innovation at the level of new technologies

Zalety:

It is a good alternative for communication through messaging, it is a tool that connects with clients from business websites or could even say personal and maintain more direct contacts, helping from completing sales to responding to requests or claims to clients with technological efficiency and innovative

Wady:

It is a good tool that, if used correctly, can even deal with customer complaints or requests without major complexities. It is the type of tool that is very complete for medium and large organizations and brings great benefits.

Decent support channel tool

Komentarze: Has been a decent experience with the tool getting the job done.

Zalety:

Like the way the conversations has taken life, very futuristic. Surely a great easy tool to get the job done. Efficient and easy to use.

Wady:

When compared to a tool like Zendesk, have felt sometimes that the tool lacks some depth in features but that has not hampered my user experience as there are workarounds that I can do.

Intercom Review from Customer relationship team

Zalety:

Mobile friendlyAbility to turn on and off the availability of a person and reassigning the chatsCreating groups of chatsSends instant notificationAbility to integrate with various tools - Gmail, ticketing software and CRM's

Wady:

Lack of own ticketing featureThere are bugs in the with data missing with CRM integrationsTracking down or search old conversations are difficult. Poor search feature

A complete Martech platform for a start-up

Zalety:

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.

Wady:

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.

Intercom

Komentarze: I very much like intercom for our business, it is overall quite effective.

Zalety:

I like the most the option to have a custom resolution bots, it allows us to provide information quickly and effectively to our customers even when our office is closed.

Wady:

There is nothing I dislike about Intercom, however, the data analysis could be improved.

More than a messaging platform

Komentarze: We are using Intercom as our main costumer messaging platform in all our ends, from emails to customers to internal communications for our team. Intercom does everything in a neat and easy way.

Zalety:

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.

Wady:

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.

Industry leader in category of customer communication

Komentarze: Intercom has grown to become an (almost) 1-stop-shop for all things customer communication related. Both sales, customer support, product etc. can benefit from directly using Intercom to communicate with your applications customers.

Zalety:

A powerful platform that allows to view your customers session and meta data, instantly send targeted messages and set up email/in-app messaging campaigns, create help desk articles for self-service, automate workflows with bots and rules, onboard your application

Wady:

The increase of features and modules have brought the complexity of the software up. It's easy to get up and running (require 1 line of code), but the road to fully adopting the suite of tools is long.

Amazing customer support

Komentarze: Great experience, we switched over from Sendgrid and prefer Intercom despite the higher price

Zalety:

The customer support is the most responsive I've ever had from a messaging / email software. We use the email because it's already integrated into our messaging and support software, so we don't have to do any import of the contacts.

Wady:

It's not super intuitive or the easiest to use sometimes, like all enterprise level software it can get a bit complicated. It's also not built out for email, e.g. we also can't create unsubscribe groups on email which is a bit annoying.

Supercharge & Automate Your Customer Interactions

Komentarze: I love it. Did I add that Intercom has a program that gives early-stage startups a 95% discount in subscription fees for the advanced Intercom features. That is what we got at our startup!

Zalety:

I love the fact that I can use Intercom to manage every interface with leads and my customers. From collecting their data, to monitoring sessions and getting some insights on actions with event-triggered email marketing. I also love the easy integration with Slack and the multiple integrations I can implement with other software like Calendly, Google Calendar etc. It's one robust software!

Wady:

It could feel like a handful when setting up and you are going to need an engineer to help with some stuff. Other than that, Intercom is bliss for managing, nurturing and supercharging your customer interactions.

A true ecosystem

Komentarze: We have stuck with intercom for 4 years at this point and no plans to leave. I think that is testament to how strong an offering they currently have.

Zalety:

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.

Wady:

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.

Great product, poor pricing and support

Komentarze: Intercom helped us provide better support and engage more visitors and clients.

Zalety:

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

Wady:

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.

A lot of features but overpriced for startups

Komentarze: Intercom solutions solve real problems however if you are a startup I don't recommend using it since you really feel that they try to lock you. They attract you with their startup package and then it will take some effort if you want to switch to another supplier.

Zalety:

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.

Wady:

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.

Good product let down by atrocious customer support and shady pricing practices

Komentarze: We've been with Intercom for a number of years and unfortunately the customer service in the last 18 months has been atrocious. It's not possible to call anybody... everything is done via chat, which would be fine if they responded in a timely fashion but often it takes weeks to respond and often they'll just go radio silent. The irony. Whilst the product is very good, it will get VERY expensive VERY quickly once you start using the whole suite of products. Their constant changing of product names and pricing options is annoying to say the least, particularly when you come to use a feature that was previously within your package only to find it's been moved into a more expensive package and you need to upgrade to use it. Oh, and then there's the annual auto-renew buried in the small print so if you decide to move away from Intercom which we have just decided to do, you'll probably be tied in for longer than you expect.

Zalety:

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.

Wady:

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.

Very helpful support and customer onboarding tool

Komentarze: Overall they have been awesome on support and the tool is incredibly helpful. I will continue to use them for years to come.

Zalety:

I love how we could integrate chat directly into our application for our customers. The help center is very nice for our customers and the reports really help us understand how our team is doing.

Wady:

Some of the functionality is a little difficult to setup especially around the tracking of specific features utilized on our platform. I also can get a little frustrated with the routing of messages, it can override the rules you put in place.

Small SAS Use

Komentarze: Our main use for intercom is tier 1 chat support. Our users know that this is the fastest way to get ahold of us. In lieu of using a chatbot we've gone in and created a bunch of quick responses that we can go in and edit. This has cut down on the amount of time we spend chatting with a customer and it allows us to control the message that we are sending out across the board. We've also used campaigns to let our users know of new product releases and have sent out Net Promoter Score Survey's out in a campaign. I'd like to note that we do not use Intercom as a CRM for leads on enterprise accounts.

Zalety:

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.

Wady:

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.

Fast and easy

Zalety:

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.

Wady:

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.

A very simplistic tool to connect with your users.

Komentarze: Overall, my experience with Intercom has been great. It's very easy to set up and get it running on your site and it's very user-friendly from your customers/leads side. There are a lot of improvements that can be made but their support team is very approachable and helpful.

Zalety:

- 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.

Wady:

-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.

Intеrсоm fоr а rеlіаblе соnnесtіоn bеtwееn thе sеllеr аnd thе сustоmеr

Zalety:

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.

Wady:

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.

Great tool for conversations - not for tracking

Komentarze: Overall, this platform would be amazing if the stats were figured out. Right now, it's a solid 8 even without tracking features. It's a keeper, but not once the team reaches over 100 and you really need to track solid numbers.

Zalety:

This software is easy to use and navigate. The support has been quick to respond and very helpful. They utilize all the tools and resources available to you and really embrace their own technology. Intercom has helped to create more of a conversational-based outlook for our success team.

Wady:

This software's statistic-tracking is severely lacking. I'd give this a 0 for any crucial numbers you are looking for, time to resolution (you can't track ongoing conversations), tags are conversation based and pull the entire thread, not the moment the tag happened, and countless others. You will spend more time compiling your stats if you use Intercom's system and need to track valid numbers.

Intercom helps customer support teams manage their tickets

Komentarze: Intercom helped us control and manage all of our support tickets and also have better queue management, including SLA and different prioritization. Intercom has multiple ways of customer service such as sending emails to different types of users, in-app messages, chatbots, and knowledge base suggestions.
It's a good platform considering its price x what it has to offer!

Zalety:

Intercom is really easy to use as a user but also as an admin. Easy to configure the queue and manage it, using different SLAs for each one!

Wady:

It does lack a way to tag the tickets so we can have better metrics! Also, a way to improve chatbots and also better reports on SLA e user metrics. It also misses a way to categorize tickets (question, bug, information, etc) on the basic plan