¿Qué es Intercom?
Intercom ofrece un conjunto de productos de mensajería para empresas que aceleran el crecimiento a lo largo del ciclo de vida del cliente. Proporciona una plataforma de crecimiento completa para marketing, ventas y asistencia. Las empresas más exitosas del mundo como Atlassian, Shopify y New Relic usan Intercom para impulsar el crecimiento a través de chat, bots y comunicaciones personalizadas con los clientes.
¿Quién usa Intercom?
Intercom cuenta con más de 30 000 clientes en todo el mundo, desde grandes empresas como New Relic, Sothebys y Shopify hasta empresas más pequeñas como Airtable y Coda.
¿Dónde se puede implementar Intercom?
Cloud, SaaS, Web, Android (móvil), iPhone (móvil), iPad (móvil)
Imágenes y vídeos de Intercom
Comparar el precio de Intercom con productos similares
Funciones de Intercom
- Alertas de móvil
- Alertas y notificaciones
- Análisis de campañas
- Base de datos de contactos
- Campos personalizables
- Chat en vivo
- Chat y mensajería
- Comunicación multicanal
- Concursar por sms
- Creación de informes en tiempo real
- Creación de informes y estadísticas
- Creación de informes/análisis
- Creación de marca personalizable
- Cupones móviles
- Códigos cortos
- Envío masivo de mensajes de texto
- Gestión de campañas
- Gestión de contactos
- Gestión de la comunicación
- Gestión de modelos
- Integraciones de terceros
- Integración de redes sociales
- Marketing multicanal
- Marketing por SMS
- Marketing por correo electrónico
- Mensajería SMS
- Mensajería bidireccional
- Mensajería planificada
- Modelos personalizables
- Notificaciones en tiempo real
- Palabras clave móviles
- Panel de actividades
- Personalización de mensajes
- Planificación de campañas
- Programación automatizada
- Programación de campañas
- Respuestas automáticas
- Segmentación de campañas
- Segmentación de clientes
- Seguimiento de actividades
- Seguimiento de interacciones
- Seguimiento de la participación
- Varias campañas
Alternativas a IntercomMás alternativas a Intercom
Not Much Competition
Comentarios: 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.
Puntos a favor:
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.
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.
Intercom is a powerful Customer Support Tool
Comentarios: Overall I would recommend intercom for clients looking for automation chat bots and customer support software. They have plenty of resources and their new product tour feature adds additional functionality to their suite of software.
Puntos a favor:
The knowledge center and live chat features were the most used features at our software company. These features were used regularly and automations within intercom helped serve clients efficiently.
Lacks in reporting and knowledge base customization compared to ZenDesk. Innovation in new features can be slow at times.
Respuesta de Intercom
hace 9 meses
Thanks for leaving us this review Brandon, and for letting us know how powerful you've found Intercom as a support tool. Thanks again, Kate (Intercom - Customer Engagement)
Great tool for our support teams
Puntos a favor:
Intercom is a great tool that we use across our customer success team, both for the first and seconline issues. It allows our teams to share and serve the tickets in an efficient matter and allows us for measuring the results. Moreover, our clients can review our team members what we really appeciate.
Nothing specific, we are happy with the service.
Unreponsive and caused a severe service disruption
Comentarios: When COVID hit, we were evaluating our software solutions and inquired about switching from an annual contract to month-to-month. We asked what the changes to our pricing and feature suite would be if we moved forward with that change. We didn't get a response. Instead I received an automated email from their [SENSITIVE CONTENT HIDDEN] that our contract was cancelled effective [SENSITIVE CONTENT HIDDEN]. We reached out and for several days, did not get a response. On September 17th, our service was completely halted in the middle of the workday. Our team was unable to respond to any customer tickets for the remainder of the day. When we finally did get a hold of someone, they told us they were switching us to month to month, just as we had asked. We were told that was a completely different business platform and required a transition. None of this was communicated to us prior to the (entirely preventable) service outage, and again, we were just inquiring about the options should we choose to switch. We lost our settings as well as a previously agreed upon pricing discount built into our contract when they made this change. A manager was brought onto the phone and we were told they would get back to us with a concession because of the severe service disruption. We were never contacted again, until today when I was sent an email stating that they will not offer any concessions and they are sad to see us go, but that my Relationship Manager [SENSITIVE CONTENT HIDDEN], will no longer be available to me starting next week.
Puntos a favor:
When we were first started using them, they were flexible, had great customer service, and seemed genuinely invested in helping us succeed.
Their customer service has been incredible poor. They caused a completely preventable service disruption that caused several hours of outage for our team, and have been difficult to get in touch with.
Respuesta de Intercom
el año pasado
Hi Susanna, I'm sorry to hear about your experience with Intercom - this is certainly not how we want our customers to feel. I've taken a look through your account and can see there's an opportunity for us to more clearly communicate the necessary steps when changing billing models so you don't miss any steps. This is something that we're working on at the moment so I assure that your feedback will not go unheard. We never want an Intercom user to loose access to our tools as we recognize businesses rely on our services. Our Relationship Managers work exclusively with customers on annual contracts so as you will be moving to a monthly model you will no longer have access to that team, however you will still have access to to our support team via the messenger. I do want to recognize that response times in previous months have not been where we'd like but we've made changes and are back on track now. Thanks again for this post, Kate (Intercom - Customer Engagement)
A lot of features but overpriced for startups
Comentarios: Intercom solutions solve real problems however if you are a startup I don't recommend using it since you really feel that they try to lock you. They attract you with their startup package and then it will take some effort if you want to switch to another supplier.
Puntos a favor:
Intercom is a combination of tools providing different values and solving different problems. We use chat, article, product tour and several other tools. Overall they all solve a specific problem.
Every tool we use has some limitations and we often need to find workarounds to reach our goals. However the worst point about intercom is their pricelist Even if you own a PhD you will have a hard time understanding how much to pay if you add an option. Every tool is an option that keeps adding to your bill plus they have triggers to increase the bill according to the number of users. Overall you don't really know where you're going with the way they charge you.