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

À partir de
38,00 $US/mois

Types de licence

Essai gratuit
Abonnement
Rapport qualité-prix

Intercom - Fonctionnalités

Appareils
Pour quelle entreprise ?
TPE PME GE
Disponible dans les pays suivants
États-Unis, Canada, Royaume-Uni, Australie, Allemagne
Langues
arabe, chinois (simplifié), chinois (traditionnel), tchèque, danois et 17 autres, néerlandais, anglais, finnois, français, allemand, hébreu, hongrois, indonésien, italien, japonais, coréen, norvégien, portugais, russe, espagnol, suédois, turc

Media

140794
140795
140793
140800
39363
39364
39366
39367
39368
591911
Capture d'écran pour Intercom : Suggested Articles Capture d'écran pour Intercom : Smarter Knowledge Base Capture d'écran pour Intercom : Save commonly used replies Capture d'écran pour Intercom : Send auto-messages to website visitors Capture d'écran pour Intercom : Modern Messenger Capture d'écran pour Intercom : Smart campaigns for marketing automation Capture d'écran pour Intercom : Announce new features and products with targeted emails to users Capture d'écran pour Intercom : Segment customers in order to target the right groups of people with the right messaging, at the right time Capture d'écran pour Intercom : A/B test messages to continually improve performance Capture d'écran pour Intercom : Manage and respond to all conversations from a shared team inbox with notes and live customer profiles

Intercom - Avis

Intercom - Avis

Note globale
4,5
/
5
Excellent
469

Très bien
173

Moyen
45

Médiocre
7

Mauvais
13

Rapport qualité-prix
4,1
Fonctionnalités
4,3
Simplicité d'utilisation
4,4
Support client
4,4
91% des utilisateurs recommandent cette application
Liam M.

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.


Traduire avec Google Translate
Peter C.

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.


Traduire avec Google Translate
Beat R.

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.


Traduire avec Google Translate
Guy Z.

Horrendous company, be careful of getting locked in

Absolutely horrible in every possible way.


Traduire avec Google Translate
Miquel T.

Good for startups

You can apply to a startup program, which costs 49$/month. Money is worth it.


Traduire avec Google Translate
Liam M.
Secteur d'activité: Logiciels
Taille de l'entreprise: 13-50 employés
Traduire en français

Not Much Competition

Logiciel utilisé toutes les semaines pendant 6 à 12 mois
Publié le 01/08/2019
Provenance de l'avis : Capterra

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 10.0/10

Peter C.
Secteur d'activité: Santé, bien-être et fitness
Taille de l'entreprise: 2-10 employés
Traduire en français

Complete Package

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 13/12/2019
Provenance de l'avis : Capterra

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.

Traduire en français

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)

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 8.0/10

Beat R.
Secteur d'activité: Internet
Taille de l'entreprise: 2-10 employés
Traduire en français

Advertising for Intercom in every E-Mail

Logiciel utilisé tous les jours pendant 6 à 12 mois
Publié le 17/07/2020
Provenance de l'avis : Capterra

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.

Traduire en français

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)

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 2.0/10

Guy Z.
Secteur d'activité: Services d'information
Taille de l'entreprise: 51-200 employés
Traduire en français

Horrendous company, be careful of getting locked in

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 25/02/2020
Provenance de l'avis : Capterra

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.

Traduire en français

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)

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 0.0/10

Miquel T.
Secteur d'activité: Musique
Taille de l'entreprise: 2-10 employés
Traduire en français

Good for startups

Logiciel utilisé toutes les semaines pendant 6 à 12 mois
Publié le 18/07/2020
Provenance de l'avis : Capterra

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

Traduire en français

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)

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 8.0/10

Recommandation utilisateur
8,5/10
Basé sur 707 avis utilisateurs
Comparatif avec les logiciels similaires : recommandation utilisateur
Comparer avec les alternatives

Intercom - Prix

Intercom - Prix

À partir de
38,00 $US/mois
Essai gratuit
Abonnement
Rapport qualité-prix
Rapport qualité-prix
4,1/5
Basé sur 707 avis utilisateurs
Comparatif avec les logiciels similaires : rapport qualité-prix
Comparer avec les alternatives

Intercom - Fonctionnalités

Intercom - Fonctionnalités

API
Analyse de campagne
Analyse en temps réel
Analytique de l'engagement
Gestion d'e-mail marketing
Gestion de contenu
Gestion des campagnes
Importation et exportation de données
Interface glisser-déposer
Intégration de tiers
Intégration des médias sociaux
Marketing multicanal
Modèles personnalisables
Monitoring
Notifications automatiques
Rapports et statistiques
Segmentation des campagnes
Stratégie de marque personnalisable
Tableau de bord d'activités
Tests A/B
Fonctionnalités
4,3/5
Basé sur 707 avis utilisateurs
Comparatif avec les logiciels similaires : note sur les fonctionnalités
Comparer avec les alternatives

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