Intercom is a sales, marketing and support solution platform that acquires, engages and supports customers through its bot-based algorithm, targeted emails, push and in-app messages, and an integrated help desk. It caters to sales teams across all industries by helping them automatically send targeted messages on a 24/7 basis, as well as chatting with leads to eventually convert them into customers.
Intercom auto-assigns leads through round-robin or in a direct manner depending upon the location and owner of the account. The browsing behavior, Clearbit data and referral URLs are continuously tracked by the app. The software also helps in organizing multi-channel conversations.
Intercom offers a plethora of other features that include group conversations, customer context keeping, call-out collaborations, chat volume management, scheduling, CRM integration, routing and qualification. The platform also works as a mobile app, allowing users to respond to leads on-the-go through their iOS or Android compatible devices.
Liam M. Branche: Computer-Software Mitarbeiteranzahl: 13-50 Mitarbeiter
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.
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.
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.
Peter C. Branche: Gesundheit, Wellness & Fitness Mitarbeiteranzahl: 2-10 Mitarbeiter
We had the opportunity to start fresh with a new ticket system/knowledge base so were shopping around. We came across Intercom and never looked back. While it has those things it is so much more being a central place to manage all our client related communications. It is by far the application I use most day-to-day.
Using Intercom has been an amazing experience. It is well thought out, full featured and continues to improve all the time. It has become an essential tool to communicate with our leads/clients. What is great is we can reach them (and they reach us) wherever they are: our website, in our web app, our mobile apps, email, etc.
While it starts off cheap depending on the features you choose to use and your volume it can start to get expensive quick. I'm not saying the product still doesn't provide value (it absolutely does) just if I had to pick what I liked least I would say cost.
Antwort: Intercom 18.12.2019
We really appreciate you leaving us a review and are so happy to hear Intercom is an essential part of your customer communication.
Thanks also for your feedback on pricing. We work really hard to align our pricing to the value you are seeing. Please get in touch if you would like to discuss your subscription options with us.
Kate (Intercom - Customer Engagement)
Brent M. Branche: Internet Mitarbeiteranzahl: 2-10 Mitarbeiter
Extremely well thought through product, with all the important stuff you need to rely on it to solve your CS needs.
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.
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.
Antwort: Intercom 24.6.2020
Thanks so much for leaving us this review Brent. It's great to hear that Intercom is solving your CS needs and that there's so much love for the tools internally AND externally!
I've made sure to send your feedback about pricing on to the team here. We always aim to align this with the value you're seeing from the product, however I totally get wanting to add colleagues for collaboration purposes.
Kate (Intercom - Customer Engagement)
Guy Z. Branche: Informationsdienst Mitarbeiteranzahl: 51-200 Mitarbeiter
Absolutely horrible in every possible way.
The UI allowing to construct auto-messages
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.
Antwort: Intercom 4.3.2020
Hi Guy - first off, I want to apologize for the difficulties you've had. Since Intercom started, we've focused entirely on the idea of strong customer relationships and I'm sorry that we let you down here. I hope I can clarify why these pricing changes are being made and provide some more context.
We've recently changed our pricing model to a simpler one that we believe is better aligned with the value our customers get from the product. That meant an increase in price for some customers and a decrease for others.
Getting pricing right at Intercom has admittedly always been really challenging for us, but we don't want you to feel this way.
I'm sorry to see you go as a customer. If you'd like to speak to your account manager (or me directly) about what happened for your account specifically, we'd really love to chat. You can email me (phil at intercom dot com) if you're open to a conversation.
Phil (Intercom - Customer Engagement)
Verifizierter Rezensent Branche: Essen & Trinken Mitarbeiteranzahl: 13-50 Mitarbeiter
Using this to answer incoming customer inquiries, resolution not, faq, and more
Easily merges email and live chat on one platform. Integrates loads of other software too. Also has built in reporting and lots of features that come standard
Cannot merge tickets like other platforms do. Some reporting could use deeper drill downs and insights
Antwort: Intercom 6.5.2020
Thanks for taking the time to let us know about your Intercom experience. I'm glad we're helping you manage your multi-channel support.
I've made sure to pass your feedback on ticketing and reporting on to the Product Team as I know we have a few plans in the workds that could address these.
Kate (Intercom - Customer Engagement)