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 : 86
- @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
- Catalogage/catégorisation
- Champs personnalisables
- Chat et messagerie
- Chat proactif
- Communication multicanal
- Conformité CAN SPAM
- Contenu dynamique
- Contrôle des réponses par e-mail
- Contrôles/Permissions d'accès
- E-mails optimisés pour format mobile
- Enquêtes clients
- Enquêtes et feedback
- Gestion de l'assistance téléphonique
- Gestion de l'e-commerce
- 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 leads
- Gestion des listes
- Gestion des listes d'attente
- Gestion des modèles
- Gestion des rendez-vous
- Gestion des visiteurs
- 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
- Notifications push
- Optimisation des taux de conversion
- Outils de collaboration
- Outils de prospection
- Partage d'écran
- Partage des fichiers
- Personnalisation
- Portail libre-service
- Profils des employés
- 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 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
Zoho CRM
Bitrix24
Agile CRM
Avis
Vous avez déjà Intercom ?
Les acheteurs de logiciels ont besoin de vous ! Les avis utilisateurs nous aident tous à prendre de meilleures décisions.
Donnez votre avis !- Secteur d'activité: Internet
- Taille de l'entreprise: 11-50 employés
- Logiciel utilisé toutes les semaines pendant plus d'un an
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Probabilité de recommander le produit 10.0 /10
Supercharge & Automate Your Customer Interactions
Publié le 12/06/2021
I love it. Did I add that Intercom has a program that gives early-stage startups a 95% discount in...
I love it. Did I add that Intercom has a program that gives early-stage startups a 95% discount in subscription fees for the advanced Intercom features. That is what we got at our startup!
Avantages
I love the fact that I can use Intercom to manage every interface with leads and my customers. From collecting their data, to monitoring sessions and getting some insights on actions with event-triggered email marketing. I also love the easy integration with Slack and the multiple integrations I can implement with other software like Calendly, Google Calendar etc. It's one robust software!
Inconvénients
It could feel like a handful when setting up and you are going to need an engineer to help with some stuff. Other than that, Intercom is bliss for managing, nurturing and supercharging your customer interactions.
Réponse de Intercom
Thanks so much for leaving us this review and letting us know all of the ways Intercom is helping your business :)
Kate (Intercom - Customer Engagement)
- Secteur d'activité: Services financiers
- Taille de l'entreprise: 2-10 employés
- Logiciel utilisé Autre pendant plus de deux ans
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 1.0 /10
NOT $39 starting price anymore. $59 a month for basic chat function
Publié le 26/05/2021
My overall experience with Intercom has been poor. we've been using them at the basic level for...
My overall experience with Intercom has been poor. we've been using them at the basic level for three years. I chatted with them to get a demo of their features to upgrade but they refused to give me a demo and finally set me up with a "30" call in which the rep tells me that she won't give me an upgrade after she finds out that i am not interested in the $500/mo annual contract. She says demos are for those upgrading to that level, instead, she'll send me links and prerecorded stuff. And that i can reach out if I have questions. The 30 min call was more like a 5 min conversation which was already difficult to set up.
I've been in sales for over 15 year and when there is an upgrade opportunity regardless how small, I support that client.
If Intercom was the only organization that did what they do, maybe I understand their cockiness and disregard for the smaller organizations. However, there are SO many competitors that provide you with very similar functionalities for less the price and with better customer support.
So yes, I'm annoyed as I am a current user who is doing research on other competitors so I can stop being a customer.
Avantages
It's "popular" and works well if your company is enterprise sized.
Inconvénients
If you're a start up or a smaller business don't expect to get support.
It's very expensive - starting at 59 dollars a month for one person accessing the basic chat. Sure they offer a few other things but like a team inbox? Most organizations already have an email system and a company chat in place. Next level up is $119 a month that gives you a few more functions.
Until you are paying their $500 a month locked in an annual contract, you are "self serve" customer. Meaning, no support - just their faq/website. Can't even get a good phone call for help.
Réponse de Intercom
Hi De,
Thanks for leaving us such a detailed and candid review. I'm sorry to hear that you are disappointed with your Intercom experience, it's certainly not what we aim for. While we do tier our support and sales resources based on subscription levels, the max you should be waiting for a response is 2 days. I'll flag this with both our Support and Sales team as it sounds like we haven't met this expectation in your case.
When it comes to pricing we have a number of plan available (including our Early Stage plan where eligible startups get advanced Intercom features and Early Stage Academy at a 95% discount). As Intercom has grown, our pricing has had to evolve alongside this and there's still work to be done in this area. We're aware that no pricing structure will suit every business type but our aim is to truly reflect the value that our product delivers, allowing both your business and ours to succeed. Your feedback is extremely helpful and will be passed on to the team.
- Secteur d'activité: Internet
- 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 9.0 /10
Great customer service tool for internet companies
Publié le 21/06/2021
Great software, one of the few CRM that actually delivers real value and fosters taking care of...
Great software, one of the few CRM that actually delivers real value and fosters taking care of customers, not tickets.
Avantages
Direct integration to your website or system and being able to feed data directly to intercom. You can then use that data to filter and manage customers.
Inconvénients
They have been launching new features but it feels like they are towards the higher priced plans, which may make it expensive if you got 10k or more users.
Réponse de Intercom
Thanks so much for leaving us this review. It's great to hear we're delivering real value for your company and that our approach on prioritizing customers rather than tickets resonates with you.
Thanks again,
Kate (Intercom - Customer Engagement)
- 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.
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: 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.
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, 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
Catégories connexes
Consultez toutes les catégories de logiciels trouvées pour Intercom.
