
Intercom
Gesamtbewertung
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1029 Bewertungen
- Branche: Finanzdienstleistungen
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 7.0 /10
Super Funktionen die es zu bezahlen gilt
Bewertet am 26.11.2023
Vorteile
Live Chat, In App Integration, Help center, Automatisierungen
Nachteile
Preis und an manchen Stellen unintuitive Bedienbarkeit
In Betracht gezogene Alternativen
Salesforce Service CloudZuvor genutzte Software
Zendesk SuiteGründe für den Wechsel zu Intercom
Weil es im Gegensatz zur SSC super einfach zu bedienen ist. SSC ist für StartUps m.E nicht geeignet.- Branche: Unternehmensberatung
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Weiterempfehlungsquote 8.0 /10
Intercom unterstützt in der täglichen Kommunikation mit Kunden & Lieferanten
Bewertet am 24.9.2022
Vorteile
Durch die Nutzung der Software hat sich unsere Kommunikation mit Kunden und Lieferanten verbessert.
Nachteile
Es gibt mittlerweile so viele neue Integrationen und Weiterentwicklungen, dass man fast zu viele Funktions- und Einstellungsmöglichkeiten hat.

- Branche: Internet
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für 6-12 Monate genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 9.0 /10
A Great Lead Capture
Bewertet am 15.10.2019
Makes customer communication and customer acquisition easier. I wish the chat flows were more...
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.
Vorteile
-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
Nachteile
-Would like to combine actions on Intercom
-Hubspot Integration is not perfect; would like to have specific field matching
-Chat flow capabilities are limited
Warum Intercom gewählt wurde
We were on a free plan with LiveChat for a year because we were part of an Incubator. When the year ended, we wanted to consider other options. Intercom gave us a startup plan, so it ended up being cheaper than LiveChat.Zuvor genutzte Software
LiveChatGründe für den Wechsel zu Intercom
Intercom was recommended to us from other entrepreneurs.- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 7.0 /10
All in one support tool that can grow with you from early stage startup to established...
Bewertet am 19.6.2023
Very positive and I would recommend Intercom to any early stage startup to apply for the Startup...
Very positive and I would recommend Intercom to any early stage startup to apply for the Startup programme in order to get A LOT of functionality and bang for your buck. We have used Intercom from when it was just 2 [sensitive content hidden] to now a company of 50+ people, you don't need to waste time looking for another tool as it can grow with you.
Vorteile
The conversation routing bot was extremely easy to set-up and empowered us to streamline and automate our customer service and support processes. Furthermore, the ability to add-on features and functionality, such as WhatsApp integrate, was great to allow us to customize what we needed for our business.
Nachteile
Without the startup programme the pricing is quite aggressive with a basic package starting from $74 / month. Therefore, you really need to invest some time to set-up Intercom to add as much value as possible because it is pricey vs alternatives.
Warum Intercom gewählt wurde
The Intercom Startup programme is awesome with the features it was able to unlock vs Tidios freemium option.Zuvor genutzte Software
TidioGründe für den Wechsel zu Intercom
The startup programme was the main driver for choosing Intercom over the alternatives.- Branche: Krankenhausversorgung & Gesundheitswesen
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 0.0 /10
Unreponsive and caused a severe service disruption
Bewertet am 2.12.2020
When COVID hit, we were evaluating our software solutions and inquired about switching from an...
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.
Vorteile
When we were first started using them, they were flexible, had great customer service, and seemed genuinely invested in helping us succeed.
Nachteile
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.
Antwort von Intercom
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)

- Branche: Unterhaltungselektronik
- Unternehmensgröße: 2–10 Mitarbeiter
- Wöchentlich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 10.0 /10
A complete customer support platform
Bewertet am 22.8.2023
Integration is super easy and the documentation is easy to follow. We've been using Intercom for...
Integration is super easy and the documentation is easy to follow. We've been using Intercom for over 2 years now and absolutely love it. The product has streamlined all our customer support needs.
Vorteile
Intercom is a comprehensive suite of all applications you would need for support management, from live chat to help desk and ticket management. This negates the need for having multiple different applications and integration overhead.
Nachteile
No complaints about the product whatsoever. The product is actively evolving and keeps up with the current technologies.

- Branche: Krankenhausversorgung & Gesundheitswesen
- Unternehmensgröße: 10 000+ Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 8.0 /10
The chats are well organized and the interface is easy to use
Bewertet am 15.2.2023
Productivity is boosted when clients are given the tools to address their own issues thanks to a...
Productivity is boosted when clients are given the tools to address their own issues thanks to a comprehensive knowledge base (KB) that addresses frequently asked questions (FAQs). Because of this, support staff are spared the hassle of repeatedly responding to the same inquiries and may instead focus on more complex issues.
Vorteile
I am not aware of anything Intercom is doing at the moment that could be useful to our firm because we have switched to a different service. To my knowledge, the snippets support name integration.
Nachteile
While competing software may provide knowledge managers greater say over their presentations, I find that the trade-off isn't worth it. Still, there are occasions when extra formatting options for authors and editors would be welcome.

- Branche: Internet
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 8.0 /10
Intercom is a powerful Customer Support Tool
Bewertet am 30.3.2021
Overall I would recommend intercom for clients looking for automation chat bots and customer...
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.
Vorteile
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.
Nachteile
Lacks in reporting and knowledge base customization compared to ZenDesk. Innovation in new features can be slow at times.
In Betracht gezogene Alternativen
Zendesk SuiteGründe für den Wechsel zu Intercom
Intercom was easy to implement and integrated into Zoho directly by previous developers so was a hard sell to switch out.Antwort von Intercom
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)
- Branche: Unternehmensberatung
- Unternehmensgröße: Selbstständig
- Wöchentlich für Mehr als 1 Jahr genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 9.0 /10
Intercom is helping customers success, support, marketing and sales
Bewertet am 10.3.2023
It is a perfect solution for a B2B SaaS business.
It is a perfect solution for a B2B SaaS business.
Vorteile
We started using Intercom in 2018. The platform has changed over the years drastically. Many new features have been delivered that you can call Intercom a proper all-in-one solution.
Nachteile
The worst part is the buying process—many calls with sales guys who you have to tell the same story again. If you are a startup, try to go with a fast-to-implement and easy solution.
Warum Intercom gewählt wurde
We needed a better platform to serve everything from one place.Gründe für den Wechsel zu Intercom
We researched many different solutions. But Intercom was top notch
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 10 000+ Mitarbeiter
- Wöchentlich für Mehr als 1 Jahr genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 10.0 /10
The Finest Online Chat Service Currently Available
Bewertet am 14.2.2023
In a short amount of time, we can offer extensive support to our clients. Having a help desk and...
In a short amount of time, we can offer extensive support to our clients. Having a help desk and the option to speak in real time are both fantastic additions. Many businesses today use Intercom to request pricing and quote information, and the platform's ability to route inquiries to the appropriate team member is a huge asset in building a pipeline.
Vorteile
For over a year, I've loved the intercom's ease of use. Love the mobile app, and the interface is clean. Our services are highly adaptable. When it comes to expanding support, bots are invaluable. The onboarding process is also quite beneficial.
Nachteile
Having more inactive contacts on the intercom increased the monthly bill. You must continually archive users in order to keep costs at a minimum.
- Branche: Computer-Software
- Unternehmensgröße: 11–50 Mitarbeiter
- Wöchentlich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 9.0 /10
Great tool for engaging & converting website visitors
Bewertet am 4.2.2022
Overall no major complaints with Intercom and plan to continue using it for the foreseeable future.
Overall no major complaints with Intercom and plan to continue using it for the foreseeable future.
Vorteile
We love how easy it is to engage with our website visitors and help answer questions or direct them to the resources they're looking for. We bring in a good number of leads to the sales team each month from the use of Intercom chat. We really enjoy how you can integrate it with Slack so that you don't always have to keep Intercom open in your browser.
Nachteile
It's kind of annoying how a lot of the features cost a good amount of additional money. And some things aren't super intuitive as far as navigating and what lives where within the platform.
In Betracht gezogene Alternativen
DriftGründe für den Wechsel zu Intercom
I can't remember as it was years ago but I think it mostly came down to price
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für Kostenlose Testversion genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 9.0 /10
The review
Bewertet am 22.8.2019
You might get lost when diving into these complex feature on your own, but the customer support is...
You might get lost when diving into these complex feature on your own, but the customer support is there to hold your hand, so don't worry you are supported all way along
Vorteile
The chatbot is a world class. Highly customizable to make sure that you can let the bot handle up to 50% of conversations. Product tours are also the best I have seen
Nachteile
The inbox is quite poor to use for email conversations only. The articles lack for customization options, too.
In Betracht gezogene Alternativen
KayakoWarum Intercom gewählt wurde
We want to be closer to the customers and create a top class self-service opportunities.Zuvor genutzte Software
Help ScoutGründe für den Wechsel zu Intercom
Intercom had way better user interface and more convenient chatbot and product tours- Branche: Gesundheit, Wellness & Fitness
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 8.0 /10
Complete Package
Bewertet am 13.12.2019
We had the opportunity to start fresh with a new ticket system/knowledge base so were shopping...
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.
Vorteile
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.
Nachteile
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.
Antwort von 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)
- Branche: Krankenhausversorgung & Gesundheitswesen
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 0.0 /10
Awful product with terrible support
Bewertet am 25.10.2019
Support was terrible. They often provided 'create something custom through our API' as the solution...
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!
Vorteile
Admin interface is visually appealing. Widget is not.
Nachteile
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.
In Betracht gezogene Alternativen
Zendesk SuiteWarum Intercom gewählt wurde
My CEO didn't like how outdated some of their UI was. However, functionality wise it was far superior to intercom and I regret switching.Zuvor genutzte Software
UserVoiceGründe für den Wechsel zu Intercom
Your product blog made it seem like you had solid product principles and thus a solid product. I found that not to be true once I started using it.- Branche: Internet
- Unternehmensgröße: 11–50 Mitarbeiter
- Wöchentlich für 6-12 Monate genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 8.0 /10
Amazing customer support
Bewertet am 19.1.2021
Great experience, we switched over from Sendgrid and prefer Intercom despite the higher price
Great experience, we switched over from Sendgrid and prefer Intercom despite the higher price
Vorteile
The customer support is the most responsive I've ever had from a messaging / email software. We use the email because it's already integrated into our messaging and support software, so we don't have to do any import of the contacts.
Nachteile
It's not super intuitive or the easiest to use sometimes, like all enterprise level software it can get a bit complicated. It's also not built out for email, e.g. we also can't create unsubscribe groups on email which is a bit annoying.
Warum Intercom gewählt wurde
Sendgrid actually lost all of our contacts and have terrible supportZuvor genutzte Software
SendGridAntwort von Intercom
Thanks for letting us know you have had such a good experience with Intercom since swapping from Sendgrid.
I've made sure your feedback regarding email capabilities has been sent to the product team - it's an area of focus for us.
Kate (Intercom)
- Branche: Computer-Software
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 0.0 /10
No support, outrageous pricing and shady billing practices
Bewertet am 14.3.2023
We used to love it but their pricing is exorbitant and opaque. Once you are in a one year contract...
We used to love it but their pricing is exorbitant and opaque. Once you are in a one year contract good luck getting hold of anyone to cancel it. They take over a day to reply and send you some minimal canned answer. There's nowhere in the interface where you can cancel or modify for the next billing period. and the whole thing is set to auto renew by default. Used to like them, now hate them in the extreme.
Vorteile
The actual product works well. We'd have stayed using it for a long time if not for the changes in their billing and support.
Nachteile
The support is now the minimum it could possibly be, even if you are spending $1200 a month with them. Good luck getting hold of someone. If it were to sell us some new aspect they'd probably reply in a snap.
Antwort von Intercom
Hi Sam,
Thank you for taking the time to let us know about your experience and being so candid. It's definitely not the service we aim for and I will be sharing this feedback with the wider team.
I'd love if you could give me a few more details so that I can take a deeper look at this. If you feel comfortable doing that please email me directly. And if you ever have trouble getting hold of someone in future let me know.
Thanks,
Kate (Intercom, Customer Advocacy)
- Branche: Marketing & Werbung
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 6.0 /10
Great product, poor pricing and support
Bewertet am 14.1.2021
Intercom helped us provide better support and engage more visitors and clients.
Intercom helped us provide better support and engage more visitors and clients.
Vorteile
Intercom is super easy to use and implement. It's packed with time-saving features.
Nachteile
Their support team is driving us crazy. It can take them up to 10 days to reply to a simple question.
Their pricing is also super frustrating. We're paying more than 500€/month. For a company with less than 10 employees and 1,300 paying clients, this is a lot of money.
Despite what we pay, we don't have access to their most recent features.
Zuvor genutzte Software
GrooveGründe für den Wechsel zu Intercom
It included a knowledge base.Antwort von Intercom
Hi Gregoire, thanks for leaving us this review. I'm happy to hear we're helping you better support and engage your customers.
I've let your account rep know about your support experience as this is not what we expect.
Kate (Intercom)
- Branche: Computer-Software
- Unternehmensgröße: 201–500 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 10.0 /10
Intercom is The Best chat/support tool available
Bewertet am 22.11.2019
The business problems we are solving using Intercom are managing incoming requests and sending...
The business problems we are solving using Intercom are managing incoming requests and sending in-app messages and emails. And Intercom does this with flying colors. Regardless if a user messages us live on our site, via email, or even Facebook, our support team is easily able to reply and help. It also integrates perfectly with our app to provide full visibility of a user easily accessing their profile to gain deeper insights to assist the user even more effectively. There's a reason Intercom is growing so quickly; because it's a great product and is built with quality.
Vorteile
What I like most about Intercom is how easy it is to jump in and begin assisting users with their questions and requests. It's been an invaluable tool for communicating with our users (both clients and developers) on Codeable and we've been relying on it 365 days a year for 5+ years straight. There are so many new features they keep releasing which are often things we didn't realize we need until we tried them and discovered we can't live with them.
Nachteile
For the size of our support team and number of messages we send, Intercom is one of the more expensive SaaS products we use. There are other services that may manage a support center better, but those don't provide the same quality of live chat, self-serving help center, or messenger bots that Intercom provides. While cost is a consideration for all companies, we feel Intercom is still the best value for the money and are happy paying the price for all the value it brings us.
Antwort von Intercom
A big thank you from the team here at Intercom for your kind words David!
- Branche: Internet
- Unternehmensgröße: 501–1 000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 10.0 /10
Intercom is a support agent's delight!
Bewertet am 11.8.2022
Fantastic.
Fantastic.
Vorteile
Intercom is easy to use and a supremely evolved support tool. It's a must have for early startups as they scale their businesses. Agent's can easily grasp and start using the product. The support articles are my favourite feature.
Nachteile
I didn't like that Intercom does not support WhatsApp templates triggering via system APIs basis user actions.
Warum Intercom gewählt wurde
Yellow.ai was a super unintuitive product.Gründe für den Wechsel zu Intercom
Cheap and easy to install.- Branche: Finanzdienstleistungen
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für 6-12 Monate genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 1.0 /10
Terrible customer service and onboarding
Bewertet am 12.5.2021
Onboarding was absolutely horrific. We even complained during onboarding about our rep. Basically...
Onboarding was absolutely horrific. We even complained during onboarding about our rep. Basically our onboarding meeting comprised of --> Please log in and share your screen with us...now, what questions do you have for us?
Excuse me? This is your product, what do you mean what questions we have? Everything, including how to set up and use your products. But the answers we got was basically the same, to look up the help center and let them know if any questions. It was terrible. The sales process was more informative than the actual onboarding.
Awful response time from customer service. Can only chat, no calls. You're basically on your own once you pay them.
Vorteile
The product once you get past the setting up and figure out everything on your own, is great and meets our needs. It's easy to chat with leads and customer and easy to install on any websites.
Nachteile
Onboarding was a nightmare. Their help center is not all that helpful. You can only chat with customer service via the chatbot. It takes them 8 hours to over a day to respond back, if you're lucky (which is quite ironic for selling a chatbot product but they have zero urgency on their own). Everything costs extra, every feature is priced separately.
Antwort von Intercom
Hi Olivia, thank you for leaving us such a thorough and frank review. I'm glad that you found the tools meet your business needs but am sorry to hear our onboarding and support did not meet your expectations.
I will personally be taking this feedback to the teams involved to help inform future improvements we can make here.
Thank you for sharing this with us.
Kate (Intercom - Customer Engagement)
- Branche: Computer-Software
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für 6-12 Monate genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 7.0 /10
Intercome is up to something, but it's not there yet
Bewertet am 24.5.2022
In your everyday job, when you simply respond to incoming chats - Intercome is amazing. Once you...
In your everyday job, when you simply respond to incoming chats - Intercome is amazing. Once you want to do anything beyond that, it gets complicated, but not impossible. Also, their support is not really responsive, but you eventually get an answer from them.
Vorteile
The live chat! It's working perfectly, it's easy to set up, and easy to use by both the customer and the support agent - one of the best options on the market for me.
Nachteile
Everything besides the live chat - the knowledge base management has so little features and possibilities it hurt my soul everytime I needed to write an article :( Also, sending or receiving email is also quite a mess, it needs a little bit more work from Intercome.
In Betracht gezogene Alternativen
Zendesk SuiteZuvor genutzte Software
Help Scout- Branche: Internet
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 1.0 /10
Extremely expensive and they make it extremely hard to move away
Bewertet am 23.9.2020
Poor startup support
Poor startup support
Vorteile
All in one system, with email, lite CRM and small analytics.
Nachteile
Everything about intercom is built to keep you in the ecosystem. And the more you integrate the harder it is to move away. But they actively make it hard to move away. For example, by not allowing you to export your help articles and by creating random URL conventions to make it hard to redirect your help articles once you have built them elsewhere.
In Betracht gezogene Alternativen
CrispGründe für den Wechsel zu Intercom
CheaperAntwort von Intercom
Thanks for leaving us this review and for giving us your candid feedback.
We always aim to earn our customers' business and trust through our product quality and the value it drives, we certainly don't want to make it difficult to move away if we're not the right fit.
I'll make sure to pass this feedback on to the team here. Please do get in touch via the messenger if you would like to discuss this further.
Thanks,
Kate (Intercom - Customer Engagement)
- Branche: Computer-Software
- Unternehmensgröße: 11–50 Mitarbeiter
- Wöchentlich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Gesamtbewertung
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 8.0 /10
A consolidated place for a lot of our support & customer success needs
Bewertet am 21.5.2021
Overall, Intercom has been very useful to our support team in consolidating systems and enabling us...
Overall, Intercom has been very useful to our support team in consolidating systems and enabling us to respond to clients quickly and resolve their issues.
Vorteile
I particularly like Intercom's Inbox module. It supplies our support team with most of the tools they need to help our clients quickly, and share context with other team members.
The chat experience is top notch both internally for our team and for our clients.
Intercom's reporting is informative, specifically for tracking response times segmented by chat or email, or both.
Intercom's Articles feature for help docs helps us consolidate tools even more and makes it really easy to forward relevant articles to our clients quickly, while maintaining a consistent brand feel.
Nachteile
Intercom's campaigns (now Series) feature can be tricky to set up. Specifically, the sending logic can be confusing and is prone to accidents in our experience (i.e. accidentally sending to the wrong audience).
Messages inside of campaigns/series don't always seem to get sent out when they should. This means that some of our clients don't get messages at the right time (i.e. they get a welcome email 2 days after they sign up instead of immediately after signing up).
For new team members, Intercom has proven to be a little difficult to learn fully.
Antwort von Intercom
Thanks for taking the time to review Intercom Matthew! It's great to hear that Intercom is helping you consolidate your support systems and speed up resolutions.
I'll make sure to send you feedback regarding our Series product and onboarding/training experience to the relevant teams here as we really do value these insights.
Thanks again,
Kate (Intercom - Customer Engagement)
- Branche: Immobilien
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 7.0 /10
Small SAS Use
Bewertet am 26.11.2018
Our main use for intercom is tier 1 chat support. Our users know that this is the fastest way to...
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.
Vorteile
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.
Nachteile
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.

- Branche: Computer-Software
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 9.0 /10
All our support team is using it
Bewertet am 5.9.2019
Vorteile
Ease of use is really great. We have hundrets of conversations with our clients every day using this tool.
Nachteile
Their pricing. Not only is it expensive, they have changed their pricing plan about 4x in 2 years. Furthermore it's very complex to understand.