Intercom
Plateforme de messagerie client pour les ventes, le marketing et l'assistance
4,5 /5 (707 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
Media
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.
Complete Package
We had the opportunity to start fresh with a new ticket system/knowledge base so were shopping around. We came across Intercom and never looked back. While it has those things it is so much more being a central place to manage all our client related communications. It is by far the application I use most day-to-day.
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.
Horrendous company, be careful of getting locked in
Absolutely horrible in every possible way.
Good for startups
You can apply to a startup program, which costs 49$/month. Money is worth it.
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.
Complete Package
We had the opportunity to start fresh with a new ticket system/knowledge base so were shopping around. We came across Intercom and never looked back. While it has those things it is so much more being a central place to manage all our client related communications. It is by far the application I use most day-to-day.
Avantages
Using Intercom has been an amazing experience. It is well thought out, full featured and continues to improve all the time. It has become an essential tool to communicate with our leads/clients. What is great is we can reach them (and they reach us) wherever they are: our website, in our web app, our mobile apps, email, etc.
Inconvénients
While it starts off cheap depending on the features you choose to use and your volume it can start to get expensive quick. I'm not saying the product still doesn't provide value (it absolutely does) just if I had to pick what I liked least I would say cost.
Réponse de Intercom
Hi Peter,
We really appreciate you leaving us a review and are so happy to hear Intercom is an essential part of your customer communication.
Thanks also for your feedback on pricing. We work really hard to align our pricing to the value you are seeing. Please get in touch if you would like to discuss your subscription options with us.
Kate (Intercom - Customer Engagement)
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)
Horrendous company, be careful of getting locked in
Absolutely horrible in every possible way.
Avantages
The UI allowing to construct auto-messages
Inconvénients
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.
Réponse de Intercom
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)
Good for startups
You can apply to a startup program, which costs 49$/month. Money is worth it.
Avantages
To send push notifications without building anything from your end.
Inconvénients
You can't send images on the push notifications
Réponse de Intercom
Thanks so much for leaving us this review Miquel. It's great to hear that you're taking advantage of our early stage program - it really is an incredible offer and we're working on ways to make it even better!
Kate (Intercom - Customer Engagment)
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 :
arabe, chinois (simplifié), chinois (traditionnel), tchèque, danois, néerlandais, anglais, finnois, français, allemand, hébreu, hongrois, indonésien, italien, japonais, coréen, norvégien, portugais, russe, espagnol, suédois, 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.