Intercom Erfahrungen

Vorteile

Live Chat, In App Integration, Help center, Automatisierungen

Nachteile

Preis und an manchen Stellen unintuitive Bedienbarkeit

In Betracht gezogene Alternativen

Salesforce Service Cloud

Zuvor genutzte Software

Zendesk Suite

Gründe für den Wechsel zu Intercom

Weil es im Gegensatz zur SSC super einfach zu bedienen ist. SSC ist für StartUps m.E nicht geeignet.

Vorteile

Durch die Nutzung der Software hat sich unsere Kommunikation mit Kunden und Lieferanten verbessert.

Nachteile

Es gibt mittlerweile so viele neue Integrationen und Weiterentwicklungen, dass man fast zu viele Funktions- und Einstellungsmöglichkeiten hat.

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 Suite

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.

Vorteile

Streamlining the process of submitting and responding to tickets, and developing automated tools to streamline and simplify our daily lives. I appreciate how simple it is to locate articles and macros to distribute to my clientele. The addition of emoticons and gifs to the discourse is a nice touch, as well.

Nachteile

Previous software allowed us to see the customer's input before he sent it. This allowed us to quickly respond to his query by reading it as he was writing it. If only I could keep seeing it.

Vorteile

Really helpful for chat with lead and customer. Possibility to make series to automate communication. Possibility to send event to customize serie

Nachteile

Intercom is really too expensive and each new feature are more and more expansive. We can't use other feature, Intercom is the service with the higer price in our company.

In Betracht gezogene Alternativen

Crisp

Gründe für den Wechsel zu Intercom

We use Intercom before Crisp. I prefer Intercom GUI. All our database and help desk exists in Intercom. Don't want spend time to switch from Intercom to Crisp. But Crisp is really a good service and really less expensive

Vorteile

Great design and easy to use editor in their article creation feature.

Nachteile

Pricing structure is very challenging to understand. You were charged extra based on the communication feature used, in some cases based on "all users", and in other cases based on "logged in users". Basically "per hit", but they had two different definitions of what constituted a "hit".

Also, they have 3 different "products" of features that are packaged together. In some cases we were permitted to do a "light" version of a package and only get the specific features we wanted while another very desirable feature was packaged into a "product" we didn't need so it became cost prohibitive to add that feature.

In Betracht gezogene Alternativen

Product Fruits, Helpjuice und Document360

Gründe für den Wechsel zu Intercom

There were a few key features that Intercom had that the others did not. Intercom was the most built out from a "no code" perspective whereas several of the others required some experience in HTML/CSS to really maximize their platforms.

Vorteile

It is not buggy and the user interface is not complicated

Nachteile

Application linked to it is very limited to none

Vorteile

We were fortunate to be accepted into the Startups program so we are receiving a great discount to leverage all the product has to offer. We originally found Intercom for live chat but it offers so many features that we implemented. We love the tooltips and pop-ups. We love the ability to trigger the chat box when certain events occur. There are so many features that we haven’t had a chance to implement them all, each one that we use had helped our users have a better experience on our platform.

Nachteile

Get started was a little difficult and I have had to reach out to Support on a pretty regular basis because I cannot find the answer to my questions in their support center. Their support team is awesome but it can take a day or two to hear from them which is frustrating when you need to get something released quickly.

Vorteile

Excellent tool for interacting with customers in real-time.

Nachteile

It is a bit costly, but the benefits outweighed the costs.

Vorteile

I like the AI FIN module which is faster in processing resolutions to customers and also the pricing of intercom is easier

Nachteile

Intercom requires a lot of time to deploy the solution fully and does not offer free WhatsApp integrations like other solutions in the market

Vorteile

Intercom allows real-time communication and multichannel messaging: email, app, social networks, in-app messages, all in one platform.

Nachteile

On basic plans, automation and segmentation capabilities are limited. It requires time and effort to learn how to use all of its features effectively.

Vorteile

Highly used, very professional livechat software that everyone is familiar with

Nachteile

Can be a bit pricey when you have a very small team

Vorteile

Intercom is the lease in the industry and that’s because is the best in Livechat and support software. I’ve tried a lot of services before, cheap and expensive and I can say intercom worth every penny and it’s the option that has given to me the best results.

Nachteile

Nothing found until now. It’s really complete and well done solution.

Vorteile

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

Nachteile

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.

Vorteile

Intercom allows for various quasi-queries, integrations, and outound messasges to your users. This is very helpful and is not available in all of the other customer support platforms that I have used. You can find out information about your customer population. You can send messages to only CERTAIN "segments" of your customer population. You can also integrate with a WIDE variety of other softwares to really up your customer support game.

Nachteile

Intercom does not show all of the user messages together unless you open their profile OR they send their message as a response. So, for example, if a customer sends you a message, then 10 minutes later they create a new chat and send a new message, those messages are not linked togather unless you open their profile. I have had the experience of different agents answering the two messages or of answering one message only to see that the same user had sent a correction to their message. This is very frustrating.

It can also be difficult for users to locate the knowledge base which leads to more inbound messages. Intercom is trying to solve this by bot responses, but this is something you may have to pay for.

Vorteile

The UI allowing to construct auto-messages

Nachteile

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.

Vorteile

Generally Intercom is easy to use and their documentation is quite good, so it's usually easy to find the answer to any question we might have. Anytime a new feature or change is rolled out, they offer pretty solid onboarding and walk you through how to get the most out of it. In terms of capabilities, I'd say Intercom offers more than most. Many options for integrations. We use it for lead generation, email marketing, customer engagement, and tickets. In all cases it is pretty quick and easy to use and easy to collaborate with team members.

Nachteile

We've been using Intercom for years without any significant issues, but over the past 2-3 years it has grown and evolved in ways that haven't always been positive. Their customer support is much slower and less responsive than they once were. As they've added new features and capabilities they've also increased fees and now you have to pay separately for every tiny thing. It seems like every single feature in the platform requires a paid upgrade and this rapidly and significantly increases the cost. Reporting is very weak and only goes back a few months (it's so bad that we don't use any of it... all of our reporting is done externally with integrations).Finally, and perhaps most significantly, many of their features don't really work the way they are marketed or the way that you'd expect. This has led to continuous disappointments when we learn that certain features don't really do what they claim to do. They are must more limited than they appear, and when you speak to their customer support about it they are always scrambling to offer you some sort of a workaround. Workarounds can be fine, but they shouldn't be required so frequently, especially for such an expensive tool.

Vorteile

Integration was easy with webhooks easy accessible. It is also very easy to customize chatflows with many different response options, making it a breeze to set up multiple scenarios. I do also enjoy the customization possible to for example have different chat prompts depending on the webpage a visitor goes to. On the other hand this is sometimes a bit overwhelming - I want to explore more and a customer success manager would be nice to have for this.

Nachteile

The price. Honestly, it seems like they try to raise and raise to squeeze a lot of money out of small businesses. Also, their pricing model is pretty difficult to understand, so be aware of all the choices you make during your sales call/order.

In Betracht gezogene Alternativen

HubSpot CRM

Warum Intercom gewählt wurde

Needed more customization

Zuvor genutzte Software

HubSpot CRM

Gründe für den Wechsel zu Intercom

See above

Vorteile

It has great features, when they are working correctly.

Nachteile

There is no live support. During major outages, which are far from uncommon, it is impossible to reach anyone. Their support is only available via chat, with 1-5 business day response times. Since the support team uses the same chat platform they offer to customers, it isn't possible to reach someone during a major outage. The support is very low quality during emergency situations, so it is not a dependable tool for teams offering live customer support.

Vorteile

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.

Nachteile

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.

Vorteile

We use Intercom to generate leads for our business by engaging with website visitors through live chat.

Nachteile

The ability to ask visitors key information such as name and email address disappeared overnight and Intercom never told their customers this feature had stopped working.
We had to discover it for ourselves, only to be told that they knew there was an issue and it was not a priority to fix. Basically, it was tough luck!
This is after they took ages to get back to our support ticket.
Customer service is terrible and they just don't give two hoots about their customers.
Constantly introducing new features but not actually fixing the main feature that someone would need!
We're looking for an alternative to Intercom and as soon as we find it we will be leaving

Vorteile

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.

Nachteile

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.

Vorteile

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.

Nachteile

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.

Vorteile

I enjoy the interface and how you can create macros. It is easy to collaborate with the team.

Nachteile

It can feel a bit anti-intuitive at times. This is something that has stopped us previously from using the product. There is also the hidden/paywalled features that are priced excessively that you need to contact a sales team to get.

In Betracht gezogene Alternativen

HubSpot Service Hub

Vorteile

Intercom have helps us so much to embrace our members and have an active relationship with them.One of the things that is very helpful is its user-friendly interface. The platform is easy to navigate, and it has a clean and organized layout that makes it simple to find what you need.The chat feature is intuitive and easy to use. It has allowed us to be quick and efficient with our communication when our customers are struggling with our services.Lastly but not least, the integrations are super important, so I do appreciate that it has a variety and range of important software app like Slack, Sendgrid, Gmail and social media because it helps us to keep the communication and interaction in one place !!

Nachteile

I think the only thing that was hard to adapt on, it's the price. We had a super amazing one year trial as a startup but, if you're still struggling and you loose your startup perk. It can hurts on the pocket if you start to pay the real price. So, we had to keep our service on the minimal settings to avoid paying a price that is still yet difficult for us to pay.