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. Specializzazione: Software informatici Numero di dipendenti: 13-50 dipendenti
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.
Jennie Z. Specializzazione: Internet Numero di dipendenti: 2-10 dipendenti
Makes customer communication and customer acquisition easier. I wish the chat flows were more advanced and customizable. There was definitely a learning curve with the chat flows. Also, I don't believe I can export contact information with my leads.
-Capturing emails and names
-Integrating to Hubspot and other software for easy lead closure
-Creating chat flows allows us to communicate to customers faster and saves us time
-Would like to combine actions on Intercom
-Hubspot Integration is not perfect; would like to have specific field matching
-Chat flow capabilities are limited
Utente Verificato Specializzazione: Prodotti alimentari e bevande Numero di dipendenti: 13-50 dipendenti
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
Risposta: 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)
Guy Z. Specializzazione: Servizi di informazione Numero di dipendenti: 51-200 dipendenti
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.
Risposta: 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)
Utente Verificato Specializzazione: Servizi legali Numero di dipendenti: 2-10 dipendenti
I am mostly satisfied with Intercom. But the price can escalate quickly if you want to add more agents and features.
Everything, period. Intercom is the leading company in the chat/support area. They are always innovating and keep bringing products that actually are useful. The competition just mimics their innovations while offering lower prices.
The price. It could be a bit pricey if you are just starting out but after your company has a solid foundation it is a treat to use. And they have take care of this with their Early Stage start-up program. Everything for just $45 USD for the first year!
Risposta: Intercom 12/2/2020
Thanks so much for taking the time to leave this review. I'm delighted to hear our early stage plan worked out so well for you. And don't worry, there's plenty more innovation yet to come!