Intercom
Plateforme de messagerie client pour les ventes, le marketing et l'assistance
4,5 /5 (723 avis) Donnez votre avis !Intercom - Présentation
Description du logiciel 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.
Intercom - Présentation
Prix
Types de licence
Intercom - Fonctionnalités
Médias
Intercom - Avis
Intercom - Avis
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.
A Great Lead Capture
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.
Intercom a safe option
My overall experience with Intercom was very good
Awful product with terrible support
Support was terrible. They often provided 'create something custom through our API' as the solution to most of the inadequacies of the product. They also rarely listen or read the problem correctly and I would spend a bunch of time trying to implement the solution they provided only to find out it didn't meet any of the criteria I provided. You know its bad when a support tool lacks good support!
Advertising for Intercom in every E-Mail
We have been using the solution productively for some time now, then discontinued it for cost reasons. Now a plan was booked and cancelled in a new subscription structure again as a test.
In the plans up to Pro, the customer also figures as an advertising slingshot, since an advertising line for intercom is always included in every e-mail. Since we did not want this at all (after all, the plan already costs 99 dollars / month) the test was finally cancelled. Intercom didn't want to offer a solution to this, except to offer updates to the next higher subscription (499 dollars / month) which is not affordable for a small company.
Comparatif avec les logiciels similaires : note globale
Comparer avec les alternatives
Not Much Competition
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.
A Great Lead Capture
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.
Avantages
-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
Inconvénients
-Would like to combine actions on Intercom
-Hubspot Integration is not perfect; would like to have specific field matching
-Chat flow capabilities are limited
Intercom a safe option
My overall experience with Intercom was very good
Avantages
The product is easy to use, the live chat idea is still one of the best customer support options.
Inconvénients
What I like the least is that it does not have so many options to integrate other work tools to Intercom, for example creating a report in Jira, from the user chat
Réponse de Intercom
Thanks for leaving us this review Angy! I'm so happy to hear that your experience with Intercom has been good and that we're helping you support your customers so well.
Thanks also for your feedback regarding our integrations - I know the team is having a discussion about this right now so I'll make sure to get this over to them.
Thanks again,
Kate (Intercom - Customer Engagement)
Awful product with terrible support
Support was terrible. They often provided 'create something custom through our API' as the solution to most of the inadequacies of the product. They also rarely listen or read the problem correctly and I would spend a bunch of time trying to implement the solution they provided only to find out it didn't meet any of the criteria I provided. You know its bad when a support tool lacks good support!
Avantages
Admin interface is visually appealing. Widget is not.
Inconvénients
Lacks basic/rudimentary functionality. Simple things like auto triggering a message at the company level when specific criteria is met is not possible. Tagging system is not easy to use and lacks basic features. Can't customize inboxes as needed. I felt like you product blog was so delightful that your product would be the same but it felt like you weren't living your word. Nothing was easy on this product.
Advertising for Intercom in every E-Mail
We have been using the solution productively for some time now, then discontinued it for cost reasons. Now a plan was booked and cancelled in a new subscription structure again as a test.
In the plans up to Pro, the customer also figures as an advertising slingshot, since an advertising line for intercom is always included in every e-mail. Since we did not want this at all (after all, the plan already costs 99 dollars / month) the test was finally cancelled. Intercom didn't want to offer a solution to this, except to offer updates to the next higher subscription (499 dollars / month) which is not affordable for a small company.
Avantages
+ Beautiful design, with many useful details.
+ Good iOS and Android app with slightly limited operation.
+ An easy to understand messenger for the customer.
+ Customisable messenger with colours, text and details.
Inconvénients
- High price and only monthly plans.
- Platform only in English.
- Minimal help center, but large but confusing Academy pages.
- Tedious setup help, although the setup itself is not complex.
- Support replies take up to two days, in English only.
Réponse de Intercom
Thanks for taking the time to leave us this review Beat and letting us know about your intercom experience. I'm sorry to hear that we're not the right fit for you at this time, but thank you for sending us your feedback.
Kate (Intercom - Customer Engagement)
Comparatif avec les logiciels similaires : recommandation utilisateur
Comparer avec les alternatives
Intercom - Prix
Intercom - Prix
Comparatif avec les logiciels similaires : rapport qualité-prix
Comparer avec les alternatives
Intercom - Fonctionnalités
Intercom - Fonctionnalités
Comparatif avec les logiciels similaires : note sur les fonctionnalités
Comparer avec les alternatives
Catégories
Catégories
Intercom - FAQ
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. Quelles sont les principales fonctionnalités du logiciel Intercom ?
Nous n'avons pas d'informations sur les fonctionnalités de Intercom.
Q. Qui utilise Intercom ?
Utilisateurs habituels du logiciel Intercom :
PME, Grandes entreprises, Entreprises de taille moyenne
Q. Dans quelles langues Intercom est-il disponible ?
Langues dans lesquelles Intercom est disponible :
allemand, anglais, arabe, chinois (simplifié), chinois (traditionnel), coréen, danois, espagnol, finnois, français, hongrois, hébreu, indonésien, italien, japonais, norvégien, néerlandais, portugais, russe, suédois, tchèque, turc
Q. Quels sont les types de licence disponibles pour Intercom ?
Types de licences disponibles pour Intercom:
Abonnement
Q. Intercom prend-il en charge les appareils mobiles ?
Appareils pris en charge par Intercom :
Android, iPhone, iPad
Q. Avec quelles applications Intercom peut-il s'intégrer ?
Applications s'intégrant à Intercom :
Bitium, Campaign Monitor, ChurnSpotter, Front, Klipfolio, PARiM, Slack, Stripe, Zapier, Zendesk
Q. Quelles sont les ressources d'aide disponibles pour Intercom ?
Ressources d'aide disponibles pour Intercom :
FAQ, Forum, Base de connaissances, Support en ligne, Tutoriels vidéo
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.