Intercom
Plateforme de messagerie client pour les ventes, le marketing et l'assistance
4.5/5 (672 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
Captures d'écran
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.
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.
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!
Integral to our support team
Overall it's been great! I came into my office shortly after we switched from our previous platform and it's apparently been quite the upgrade.
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)
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
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.
Integral to our support team
Overall it's been great! I came into my office shortly after we switched from our previous platform and it's apparently been quite the upgrade.
Avantages
-Provide great support (would be super ironic if they didn't)
-Make it really easy to train other people on the platform
-Reporting options since we moved to Inbox Pro have really improved
-Now that we've figured out the tags, we're getting super great data.
Inconvénients
-The way they set up how you pick your hours of availability really annoys me
-While not common, we have experienced issues that we're pretty sure aren't user error (ie. need to refresh your page after turning on your beeping sound)
-A lot of the integrations require you to share out the emails of all of your clients which is annoying
Réponse de Intercom
Hi Hannah, thanks so much for this review. I'm so happy to hear you're getting great use out of our tags - they're a game changer!
I've passed your feedback on availability settings and integrations to our product teams. Comments like these really help us continually improve our product. The issue you've seen with your audio notifications sounds odd to me so please do get in touch via the messenger if it happens again.
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 :
Grandes entreprises, Entreprises de taille moyenne, PME
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, Driftrock, 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.