Plateforme de messagerie client pour les ventes, le marketing et l'assistance
4.6/5 (615 avis)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.
Avantages
The ability to converse with our customers quickly and seamlessly between email and the messenger app is great. They've thought through this feature set very well and it brings us very close to our customers and we are able to convert leads very well through this service too.
Other similar apps function the same, but their UI/UX is lacking compared to Intercom. The actual feel of the app is clean and friendly and dare I say...even fun to use.
Customer success at Intercom is also excellent, they've got our backs and I appreciate it (although getting paired with someone in a vastly different time zone can hold up ticket times on our end).
Inconvénients
There are some gaps in the help center and email features. It would be ideal to create/edit documents in a manner closer to Microsoft Word or Google doc, as those are the standard for editing documents these days. Little things like not being able to create a list inside of a document the way I would in other apps can be frustrating, but there is usually a workaround of some sort that will suffice (I'm just picky).
It would also be nice to only be paired with their team members in our time zone. Working in the US and then being helped by a team member from Australia means our ticket times take much longer and conversation is hard to do in real time.
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.
Our team used intercom to support a large team of contractors that would frequently visit our website and work with us on a regular basis. We frequently use the "segment" feature to learn more about our population and to send out messages to certain segments.
We also used a variety of integrations. For example, we used upscope.io so that we could immediately screenshare with any user who was on our website if they sent us a message on intercom that they needed help. The user would get a popup asing if they want to let the administrator view their screen and they just need to click "ok." That's it. It's that easy. Upscope.io integrates directly with intercom.
You can also add Google Calendar to intercom so that intercom users can schedule a call with a teammate directly.
Avantages
Intercom allows for various quasi-queries, integrations, and outound messasges to your users. This is very helpful and is not available in all of the other customer support platforms that I have used. You can find out information about your customer population. You can send messages to only CERTAIN "segments" of your customer population. You can also integrate with a WIDE variety of other softwares to really up your customer support game.
Inconvénients
Intercom does not show all of the user messages together unless you open their profile OR they send their message as a response. So, for example, if a customer sends you a message, then 10 minutes later they create a new chat and send a new message, those messages are not linked togather unless you open their profile. I have had the experience of different agents answering the two messages or of answering one message only to see that the same user had sent a correction to their message. This is very frustrating.
It can also be difficult for users to locate the knowledge base which leads to more inbound messages. Intercom is trying to solve this by bot responses, but this is something you may have to pay for.
While the price tag for Intercom is not small, especially for startups launching their first mobile app versions, it has consistently proven to be one of the most valuable assets for teams in terms of user support, communication & out-of-the-box development readiness.
Avantages
The in-app chat feature (with its cross-platform support for React Native and Ionic) is absolutely the biggest differentiator for Intercom. It is a critical part of our day-to-day operations & every client that has gone the route of implementing it with us has been hugely surprised by the large amount of value it adds to end users.
Inconvénients
We are facing ongoing complications differentiating identified and unidentified users. The experimental API available for Android seemed to be heading in the right direction to solve this, but we haven't seen updates on the stub implementation for iOS in over a year (https://github.com/intercom/intercom-ios/blob/master/Intercom.framework/Headers/Intercom%2BExperimental.h).
Our main use for intercom is tier 1 chat support. Our users know that this is the fastest way to get ahold of us. In lieu of using a chatbot we've gone in and created a bunch of quick responses that we can go in and edit. This has cut down on the amount of time we spend chatting with a customer and it allows us to control the message that we are sending out across the board.
We've also used campaigns to let our users know of new product releases and have sent out Net Promoter Score Survey's out in a campaign.
I'd like to note that we do not use Intercom as a CRM for leads on enterprise accounts.
Avantages
Intercom is really easy to set up and importing users into the software is really simple. It's nice to be able to create an online library of help articles and have it available for our users to find. The chat feature is what we use most and our users definitely enjoy how easy it is to reach out to us.
Inconvénients
Our customers have a difficult time closing out of conversations or seeing actions on our screen that need to be taken on the right hand of the screen. The chat box will often times cause them to become more frustrated as they need to open and close the chat as we give instructions. The close button is in a circle under the chat, which is a spot that most people don't usually look for.
There are a few customizable things that we'd like to see. Like the ability to create custom out of office messages or include holiday messages to let our users know we're either out of office or responding slowly.
Voici quelques-unes des questions fréquentes sur Intercom.
Types de licences disponibles pour Intercom :
À partir de: 49,00 $US/mois
Type de licence: Gratuit, Abonnement
version d'essai gratuite: Disponible
Nous n'avons pas d'informations sur les fonctionnalités de Intercom.
Utilisateurs habituels du logiciel Intercom :
Entreprises de taille moyenne, PME
Langues dans lesquelles Intercom est disponible :
anglais
Types de licences disponibles pour Intercom:
Gratuit, Abonnement
Appareils pris en charge par Intercom :
Android, iPhone, iPad
Applications s'intégrant à Intercom :
Bitium, Campaign Monitor, ChurnSpotter, Driftrock, Klipfolio, PARIM, Slack, Stripe, Zapier, Zendesk
Ressources d'aide disponibles pour Intercom :
FAQ, Forum, Base de connaissances, Support en ligne, Support téléphonique
Their customer success team is great, even on the days when I'm not the most gracious customer. I even try to emulate some of their practices because I feel heard as a customer when I suggest features or report what I think could be bugs in the system.