Intercom
Kunden-Messaging-Plattform für Vertrieb, Marketing und Support, Unterstützung.
4,5 /5 (740 Bewertungen) Eine Bewertung schreibenIntercom Übersicht
Was ist Intercom?
Intercom ist eine Kundenkommunikationsplattform mit einer Suite integrierter Produkte für jedes Team – einschließlich Vertrieb, Marketing, Produkt und Support. Produkte von Intercom ermöglichen die gezielte Kommunikation mit Kunden auf deiner Website, in deinen Web- und mobilen Anwendungen sowie per E-Mail.
Dies steht im Gegensatz zu der alten Art und Weise, in der ein Unternehmen ein Gewirr von Punktlösungen verwendet, wie Marketingautomatisierung oder Helpdesk-Produkte, wobei jedes Team in einem Silo arbeitet. Dies macht es für Teams schwierig, zusammenzuarbeiten und auf demselben Stand zu sein, was zu einem unzusammenhängenden und sehr unpersönlichen Erlebnis für den Kunden führt.
Intercom hat weltweit 17.000 zahlende Kunden, von Startups wie General Assembly, ZenPayroll und Invision bis zu öffentlichen Unternehmen wie Ancestry.com, New Relic und Shopify.
Intercom Übersicht
Kosten
Preisoptionen
Intercom Funktionen
Medien
Intercom Bewertungen
Intercom Bewertungen
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.
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.
Great product, poor pricing and support
Intercom helped us provide better support and engage more visitors and clients.
Unreponsive and caused a severe service disruption
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 September 20. 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.
Supercharge Your Customer Interactions
I am able to deploy a simple interface that helps customers interact with our team while they use our software. The team is also able to get direct notifications on their email, Smartphone apps and Slack (via the Intercom<>Slack integration) and respond promptly to queries.
I am able to deploy product tours to users while they use our software. It helps us scale our support in ways we couldn't get done in the past.
Finally, we are able to assess user actions across various touchpoints and sections of our software. We are also able to gauge our performance with supporting users. i.e. response time, user satisfaction with support interections etc.
All together, Intercom is one of the best decisions we've made as a startup so far!
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Not Much Competition
Vorteile
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.
Nachteile
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.
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.
Vorteile
+ 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.
Nachteile
- 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.
Antwort von 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)
Great product, poor pricing and support
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.
Unreponsive and caused a severe service disruption
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 September 20. 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)
Supercharge Your Customer Interactions
I am able to deploy a simple interface that helps customers interact with our team while they use our software. The team is also able to get direct notifications on their email, Smartphone apps and Slack (via the Intercom<>Slack integration) and respond promptly to queries.
I am able to deploy product tours to users while they use our software. It helps us scale our support in ways we couldn't get done in the past.
Finally, we are able to assess user actions across various touchpoints and sections of our software. We are also able to gauge our performance with supporting users. i.e. response time, user satisfaction with support interections etc.
All together, Intercom is one of the best decisions we've made as a startup so far!
Vorteile
I like that users are able to reach us at Mercurie for our flagship product. I also love that we are able tosend them emails triggered by rules set by us. I also love the various apps I can integrate to our company account. It has made interaction with users so much easier and richer.
I almost forgot the in-app tours and the new features they release every month. As a leader in a startup that owns a SaaS solution, I am always inspired by Intercom every time I use it. As a user, I am all to delighted every time I interact with the software.
Nachteile
To be honest, nothing really. Maybe the learning curve that comes with figuring it out at first, but they have a robust help centre and academy that resolves areas where we lack clarity.
Antwort von Intercom
Thanks for leaving us this review Damola. It's wonderful to hear that Intercom is helping you communicate and interact with your users in such a rich way!
You're right that the learning curve with Intercom can be pretty steep as the tool is so powerful, and our Product Education team are hard at work creating content to help at every step. Make sure to check out our free online Intercom Academy courses, webinars and our new customer community Interconnected, as these are all great ways to continue your learning.
Thanks again,
Kate (Intercom - Customer Engagement)
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Intercom Preis
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Intercom Häufig gestellte Fragen
Intercom Häufig gestellte Fragen
Weiter unter folgen häufig gestellte Fragen über Intercom.
F. Welche Preispläne bietet Intercom an?
Intercom bietet folgende Kostenpläne an:
Beginnt ab: 38,00 $/Monat
Preismodell: Abonnement
Gratis Testen: Verfügbar
F. Was sind die Hauptfunktionen von Intercom?
Wir haben keine Informationen über die Funktionen von Intercom
F. Wer sind die typischen Nutzer von Intercom?
Intercom hat die folgenden typischen Kunden:
Kleine Unternehmen, Großunternehmen, Mittlere Unternehmen
F: Welche Sprachen werden von Intercom unterstützt?
Intercom unterstützt die folgenden Sprachen:
Arabisch, Chinesisch (traditionell), Chinesisch (vereinfacht), Deutsch, Dänisch, Englisch, Finnisch, Französisch, Hebräisch, Indonesisch, Italienisch, Japanisch, Koreanisch, Niederländisch, Norwegisch, Portugiesisch, Russisch, Schwedisch, Spanisch, Tschechisch, Türkisch, Ungarisch
F. Welche Preispläne bietet Intercom an?
Intercom hat folgende Preismodelle:
Abonnement
F. Unterstützt Intercom mobile Geräte?
Intercom unterstützt die folgenden Geräte:
Android, iPhone, iPad
F. Mit welchen anderen Applikationen integriert Intercom?
Intercom kann in folgende Anwendungen integriert werden:
Bitium, Campaign Monitor, ChurnSpotter, Front, Klipfolio, PARiM, Slack, Stripe, Zapier, Zendesk
F. Welche Varianten der Kundenbetreuung bietet Intercom an?
Intercom bietet folgende Optionen für Kundensupport:
Häufig gestellte Fragen, Forum, Wissensdatenbank, Online-Support, Video-Anleitungen
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.