Intercom
En savoir plus sur Intercom
Intercom est une plateforme de communication client dotée d'une suite de produits intégrés pour chaque équipe : les ventes, le marketing, les produits et l'assistance. Ces produits permettent une communication ciblée à destination des clients sur votre site web, dans vos applications web et mobiles et par e-mail.
Cela contraste avec l'ancienne manière dont une entreprise utilisait un enchevêtrement de solutions ponctuelles, telles que le marketing automation ou les produits d'assistance technique, dans lesquelles chaque équipe opérait en silo. Il était donc difficile pour les équipes de travailler ensemble et d'être sur la même page, ce qui se traduisait par une expérience décousue et très impersonnelle pour le client.
Intercom compte 17 000 clients payants dans le monde entier, allant des start-up telles que General Assembly, ZenPayroll et Invision aux entreprises publiques telles que Ancestry.com, New Relic et Shopify.
Appareils
Pour quelle entreprise ?
Disponible dans les pays suivants
Langues
Images
Fonctionnalités
Nombre total de fonctionnalités pour Intercom : 79
- @mentions
- API
- Accès mobile
- Actions découlant d'un événement
- Alertes et remontée des problèmes
- Analyse du service client
- Assistant virtuel
- Automatisation du marketing
- Autorisations basées sur les rôles
- Base de données de clients
- Base de données de contacts
- Bloqueur de spam
- CRM
- CTA personnalisables
- Campagnes de drip marketing
- Champs personnalisables
- Chat et messagerie
- Chat proactif
- Communication multicanal
- Conformité CAN SPAM
- Contenu dynamique
- Contrôles/Permissions d'accès
- E-mails optimisés pour format mobile
- Enquêtes clients
- Enquêtes et feedback
- Gestion de l'assistance téléphonique
- Gestion de la base de connaissances
- Gestion des abonnés
- Gestion des boîtes de messagerie
- Gestion des campagnes
- Gestion des campagnes e-mail
- Gestion des contacts
- Gestion des e-mails
- Gestion des enquêtes et sondages
- Gestion des flux de travail
- Gestion des listes
- Gestion des listes d'attente
- Gestion des modèles
- Gestion des rendez-vous
- Géociblage
- Importation et exportation de données
- Intégration de sites web
- Intégration des bases de données de leads
- Intégration des médias sociaux
- Intégrations de tiers
- Lead nurturing
- Marketing multicanal
- Marquage
- Messagerie client en temps réel
- Messagerie instantanée
- Mesure des performances
- Notifications en temps réel
- Optimisation des taux de conversion
- Outils de collaboration
- Outils de prospection
- Partage d'écran
- Partage des fichiers
- Portail libre-service
- Qualification de leads
- Rapports et analyses
- Recherche/Filtre
- Relevé et historique des chats
- Répondeurs automatiques
- Réponses préenregistrées
- Saisie de leads
- Segmentation
- Segmentation de la clientèle
- Segmentation de leads
- Stratégie de marque personnalisable
- Suivi de l'engagement
- Suivi des activités
- Suivi des interactions
- Suivi des visiteurs de sites web
- Suivi du ROI et de l'analytique
- Tests A/B
- Transferts/Routage
- Vérification et validation de leads
- e-mail marketing
- Éditeur WYSIWYG
Alternatives
User.com
EngageBay
Agile CRM
Drift
Avis
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- Secteur d'activité: Logiciels
- Taille de l'entreprise: 11-50 employés
- Logiciel utilisé toutes les semaines pendant 6 à 12 mois
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 10.0 /10
Not Much Competition
Publié le 01/08/2019
Everything has been fantastic from the Customer Success-led implementation process to it being...
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.
Avantages
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.
Inconvénients
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.
Pourquoi choisir Intercom
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.Logiciel antérieur
ConfluencePourquoi passer à 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.- Secteur d'activité: Logiciels
- Taille de l'entreprise: 51-200 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 8.0 /10
Engagement with Customers is Great!
Publié le 25/02/2021
It is an easy choice if you want to create unique, engaging customer journeys! It also connects to...
It is an easy choice if you want to create unique, engaging customer journeys! It also connects to many other tools, so it's a great addition to any software stack.
Avantages
I like that we are able to gain insight, offer promos, convert leads, provide support, host a help center, and create unique customer journeys right from within one platform. The Inbox feature is very helpful in providing quick and easy support, especially when using the Intercom mobile app!
Inconvénients
There are few things I would consider cons about Intercom. I wish they offered a bit quicker support, as I often wait a day to hear back, but it is a minor detail compared to the value we get from using the platform.
Alternatives envisagées
ZendeskPourquoi passer à Intercom
At the time, I believe Intercom had been around a bit longer, so offered features outside of just the support desk functionality.Réponse de Intercom
Thanks for taking the time to leave us this review and let us know how Intercom is helping you create unique, engaging customer journeys as well as integrate so well with your existing etch stack :)
Thanks for your feedback regarding our support response times. These vary based on the urgency of the issue as well as plan, but we always aim to get back as soon as possible. I'll make sure to pass this feedback on to our team here.
Thanks again,
Kate (Intercom - Customer Engagement)
- Secteur d'activité: Logiciels
- Taille de l'entreprise: 5 001-10 000 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
-
Provenance de l'avis
Note globale
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 10.0 /10
Excellent option for live chat!
Publié le 24/08/2021
Intercom was great to use for day to day work. I wouldn't hesitate to recommend it to someone...
Intercom was great to use for day to day work. I wouldn't hesitate to recommend it to someone looking for chat software.
Avantages
The interface of this software is extremely clean and easy to use. It's very easy to keep track of all of the different chats you're currently handling and to see who is waiting in the queue.
Inconvénients
Honestly there isn't much that I didn't like. The reporting wasn't quite as robust as it could have been, but that was my only qualm.
Réponse de Intercom
Thanks for taking the time to leave Intercom a review, Tyler!
I love the interface too so always like hearing customers feel the same. It's great to hear that Intercom is allowing you track your customers better and know who is a priority in your queue in terms of SLAs.
Thanks for your feedback around reporting, we are always looking for ways to improve and reporting is something that we are constantly evolving. We have some exciting stuff coming down the line which I hope you will be pleased about!
Thanks,
Eabha (Customer Engagement)
- Secteur d'activité: Hôpitaux et soins de santé
- Taille de l'entreprise: 11-50 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 0.0 /10
Unreponsive and caused a severe service disruption
Publié le 02/12/2020
When COVID hit, we were evaluating our software solutions and inquired about switching from an...
When COVID hit, we were evaluating our software solutions and inquired about switching from an annual contract to month-to-month. We asked what the changes to our pricing and feature suite would be if we moved forward with that change. We didn't get a response. Instead I received an automated email from their [SENSITIVE CONTENT HIDDEN] that our contract was cancelled effective [SENSITIVE CONTENT HIDDEN]. We reached out and for several days, did not get a response. On September 17th, our service was completely halted in the middle of the workday. Our team was unable to respond to any customer tickets for the remainder of the day. When we finally did get a hold of someone, they told us they were switching us to month to month, just as we had asked. We were told that was a completely different business platform and required a transition. None of this was communicated to us prior to the (entirely preventable) service outage, and again, we were just inquiring about the options should we choose to switch. We lost our settings as well as a previously agreed upon pricing discount built into our contract when they made this change.
A manager was brought onto the phone and we were told they would get back to us with a concession because of the severe service disruption. We were never contacted again, until today when I was sent an email stating that they will not offer any concessions and they are sad to see us go, but that my Relationship Manager [SENSITIVE CONTENT HIDDEN], will no longer be available to me starting next week.
Avantages
When we were first started using them, they were flexible, had great customer service, and seemed genuinely invested in helping us succeed.
Inconvénients
Their customer service has been incredible poor. They caused a completely preventable service disruption that caused several hours of outage for our team, and have been difficult to get in touch with.
Réponse de Intercom
Hi Susanna,
I'm sorry to hear about your experience with Intercom - this is certainly not how we want our customers to feel.
I've taken a look through your account and can see there's an opportunity for us to more clearly communicate the necessary steps when changing billing models so you don't miss any steps. This is something that we're working on at the moment so I assure that your feedback will not go unheard. We never want an Intercom user to loose access to our tools as we recognize businesses rely on our services.
Our Relationship Managers work exclusively with customers on annual contracts so as you will be moving to a monthly model you will no longer have access to that team, however you will still have access to to our support team via the messenger. I do want to recognize that response times in previous months have not been where we'd like but we've made changes and are back on track now.
Thanks again for this post,
Kate (Intercom - Customer Engagement)
- Secteur d'activité: Services et technologies de l'information
- Taille de l'entreprise: 11-50 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 3.0 /10
De lo mejor a nivel producto, pero con una atención al cliente nefasta
Publié le 23/07/2021
Avantages
A nivel de producto están continuamente evolucionándolo y sacando nuevas funcionalidades que ayudan a crecer tu negocio. Series, para desarrollar campañas a tus clientes es brutal, se puede combinar con mensajes a través de un banner, un mensaje in-app o un email principalmente. Eso sí es un servicio caro. Tiene una herramienta para helpcenter muy práctica y con buena relación calidad-precio. Para soporte por chat con los clientes quizá hay alternativas mucho mejores pero si no requieres de mucha complicación te servirá. Además tiene productos como chatbot, product tours, multitud de integraciones con otras apps y pequeñas funcionalidades que por supuesto incrementarán su coste y no podrás tener todo...
A nivel de integración es bastante sencillo y permite mucha personalización.
Inconvénients
El mayor inconveniente es el inexiste servicio de atención al cliente, para contratar el producto o probar nuevas funcionalidades no tendrás problema pero si realmente te encuentras con un problema grave, por experiencia hemos tenido varios como problemas con la renovación de un contrato o el envío de emails en una campaña, lo más seguro es que o no tengas una respuesta clara o que se vayan pasando la consulta de unos a otros sin ayudarte
Réponse de Intercom
Thanks for taking the time to leave us a review Hector. I appreciate all the feedback around our products and it's good to see you are using a varied amount of them.
I'm sorry that our customer service has let you down. We had a few weeks recently where our customer service was not where we wanted it to be. We have implemented new processes to help improve this and hope that the next time you need customer service, you will find it better.
Thanks,
Eabha (Customer Engagement)
Intercom - FAQ
Voici quelques-unes des questions fréquentes sur Intercom.Q. Quels sont les types de licence disponibles pour Intercom ?
Types de licences disponibles pour Intercom :
- À partir de: 38,00 $US/mois
- Type de licence: Abonnement
- Essai gratuit: Disponible
Q. Qui utilise Intercom ?
Utilisateurs habituels du logiciel Intercom :
Auto-entrepreneur, 2-10, 11-50, 51-200, 201-500, 501-1 000, 1 001+
Q. Dans quelles langues Intercom est-il disponible ?
Langues dans lesquelles Intercom est disponible :
allemand, anglais, arabe, chinois, coréen, danois, espagnol, finnois, français, hongrois, hébreu, indonésien, italien, japonais, norvégien, néerlandais, portugais, russe, suédois, tchèque, turc, zh-hant
Q. Intercom prend-il en charge les appareils mobiles ?
Appareils pris en charge par Intercom :
Android (mobile), iPhone (mobile), iPad (mobile)
Q. Avec quelles applications Intercom peut-il s'intégrer ?
Applications s'intégrant à Intercom :
Aircall, AskNicely, Automate.io, ChargeDesk, CloudApp, DataHero, Driftrock, Droplr, Facebook for Business, Front, Geckoboard, GitHub, Grow, HipChat, Landingi, LeadsBridge, Mailchimp, Marketo Engage, Microsoft Teams, Mixpanel, Notion, Operations Hub, Privy, Salesforce Sales Cloud, SatisMeter, Segment, Shopify, Slack, Stamplay, Statuspage, Stripe, Survicate, Toky, Tray.io, Trello, Twitter, Wistia, Woopra, WordPress, Zapier, Zendesk
Q. Quelles sont les ressources d'aide disponibles pour Intercom ?
Ressources d'aide disponibles pour Intercom :
Service client/e-mail, FAQ/forums, Base de connaissances, Chat
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