Über Intercom

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.
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Intercom Preis

Intercom bietet keine Gratisversion, aber eine kostenlose Testversion. Die kostenpflichtige Version von Intercom ist ab 38,00 $/Monat verfügbar.

Startpreis:
38,00 $/Monat
Preisinformationen:
Intercom Essential: from $38/month Intercom Pro: from $75/month Intercom Premium: Custom pricing Recommended add-ons: - Custom Bots from $99/mo - Answer Bot from $99/mo - Product Tours from $119/mo - Help Center Articles from $49/mo
Kostenlose Version:
Nein
Kostenlose Testversion:
Ja

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Intercom Erfahrungen

Funktionsbewertung

Preis-Leistungs-Verhältnis
4,0
Funktionalität
4,3
Bedienkomfort
4,4
Kundenbetreuung
4,3
5 von 812 Bewertungen Alle Bewertungen anzeigen
Liam M.
  • Branche: Computer-Software
  • Unternehmensgröße: 11-50 Mitarbeiter
  • Wöchentlich für 6-12 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionen
4
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 1.8.2019

Not Much Competition

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.

Vorteile

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.

Nachteile

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.

In Betracht gezogene Alternativen

Olark, Confluence und Zendesk

Warum Intercom gewählt wurde

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.

Zuvor genutzte Software

Confluence

Gründe für den Wechsel zu 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.
Verifizierter Rezensent
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 11-50 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionen
4
Bedienkomfort
4
Kundenbetreuung
5

4
Bewertet am 5.4.2022

Simple and easy tool to use

It is very good for customer support live chat. We also use it to contact our customers via email service if there are any issues with their accounts.
Great service and lots of features for us to use. Overall it's a good product.

Vorteile

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.

Nachteile

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

Verifizierter Rezensent
  • Branche: Computer-Software
  • Unternehmensgröße: 11-50 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
1
Funktionen
1
Bedienkomfort
1
Kundenbetreuung
1

1
Bewertet am 30.3.2022

Aggressive, Slow and Incompetent staff

They charge through the nose and treat long term customers like neglected children

Vorteile

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

Nachteile

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.

Amanda M.
  • Branche: Computer-Software
  • Unternehmensgröße: 11-50 Mitarbeiter
  • Wöchentlich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionen
4
Bedienkomfort
5
Kundenbetreuung
4

5
Bewertet am 4.2.2022

Great tool for engaging & converting website visitors

Overall no major complaints with Intercom and plan to continue using it for the foreseeable future.

Vorteile

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.

Nachteile

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.

In Betracht gezogene Alternativen

Drift

Gründe für den Wechsel zu Intercom

I can't remember as it was years ago but I think it mostly came down to price
Verifizierter Rezensent
  • Branche: Verbraucherdienste
  • Unternehmensgröße: 51-200 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
0
Funktionen
5
Bedienkomfort
3
Kundenbetreuung
0

5
Bewertet am 22.4.2022

Best live chat software to use on your website

Very good experience so far. 4 years and still learning/thriving using it.

Vorteile

We have been using Intercom on our website for more than 4 years now. And we don't plan on changing. It's a great software, allowing you to be present for your website's visitor during their journey. You can customize messages per pages they will go through. You can activate CTa for them to leave you their contact details if they want direct contact or if they are interested by your services/products. Intercom itself as a tool is very easy to use, and the UX/UI is great. They always have webinars etc for you to improve your use of it.

Nachteile

It can be very overwhelming if you have a big company. It's amazing when you have one person dedicated to it.

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