
Intercom
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983 reviews

- Sector: Computersoftware
- Bedrijfsgrootte: 2-10 werknemers
- Dagelijks 2+ jaar lang gebruikt
-
Bron van de reviewer
Totaalscore
- Prijs-kwaliteitverhouding
- Gebruiksgemak
- Klantenondersteuning
- Waarschijnlijkheid van aanbeveling 10.0 /10
The really bridge the gap between customers and our service
Beoordeeld op 6/8/2019
Their customer success team is great, even on the days when I'm not the most gracious customer. I...
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.
Pluspunten
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).
Minpunten
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.
- Sector: Computersoftware
- Bedrijfsgrootte: 51-200 werknemers
- Dagelijks 2+ jaar lang gebruikt
-
Bron van de reviewer
Totaalscore
- Prijs-kwaliteitverhouding
- Gebruiksgemak
- Klantenondersteuning
- Waarschijnlijkheid van aanbeveling 8.0 /10
Engagement with Customers is Great!
Beoordeeld op 25/2/2021
It is an easy choice if you want to create unique, engaging customer journeys! It also connects to...
It is an easy choice if you want to create unique, engaging customer journeys! It also connects to many other tools, so it's a great addition to any software stack.
Pluspunten
I like that we are able to gain insight, offer promos, convert leads, provide support, host a help center, and create unique customer journeys right from within one platform. The Inbox feature is very helpful in providing quick and easy support, especially when using the Intercom mobile app!
Minpunten
There are few things I would consider cons about Intercom. I wish they offered a bit quicker support, as I often wait a day to hear back, but it is a minor detail compared to the value we get from using the platform.
Overwogen alternatieven
Zendesk SuiteRedenen om over te stappen op Intercom
At the time, I believe Intercom had been around a bit longer, so offered features outside of just the support desk functionality.Antwoord van Intercom
Thanks for taking the time to leave us this review and let us know how Intercom is helping you create unique, engaging customer journeys as well as integrate so well with your existing etch stack :)
Thanks for your feedback regarding our support response times. These vary based on the urgency of the issue as well as plan, but we always aim to get back as soon as possible. I'll make sure to pass this feedback on to our team here.
Thanks again,
Kate (Intercom - Customer Engagement)
- Sector: Computersoftware
- Bedrijfsgrootte: 2-10 werknemers
- Dagelijks 1+ jaar lang gebruikt
-
Bron van de reviewer
Totaalscore
- Prijs-kwaliteitverhouding
- Gebruiksgemak
- Klantenondersteuning
- Waarschijnlijkheid van aanbeveling 0.0 /10
No support, outrageous pricing and shady billing practices
Beoordeeld op 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.
Pluspunten
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.
Minpunten
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.
Antwoord van 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)
- Sector: Farmaceutica
- Bedrijfsgrootte: 501-1.000 werknemers
- Wekelijks Gratis proef lang gebruikt
-
Bron van de reviewer
Totaalscore
- Gebruiksgemak
- Waarschijnlijkheid van aanbeveling 10.0 /10
Streamline Your Business Communication with Intercom
Beoordeeld op 4/6/2023
I had the chance to use Intercom during my internship at the university's pharmaceutical product...
I had the chance to use Intercom during my internship at the university's pharmaceutical product development and research department to improve our communication procedures. Our team was able to work together efficiently, communicate key changes, and promptly respond to questions from researchers, partners, and suppliers thanks to the platform. With Intercom's real-time chat, we could offer prompt assistance and guarantee effective project coordination. We were able to automate time-consuming chores, including sending updates or notifications, thanks to the automation tools. Our teamwork was effectively facilitated and our communication efforts were optimized thanks to Intercom.
Pluspunten
A strong platform for consumer communication, Intercom has a lot of functions. Because of its real-time chat capabilities, businesses can interact with clients right away, offering speedy help and addressing problems. Through the platform's automation technologies, targeted outreach and customised messaging are made possible. The strong analytics capabilities of Intercom enable data-driven decision-making by offering priceless insights into customer behavior. Additionally, Intercom's connectivity with CRM and other external apps boosts productivity and enables a smooth user experience for customers. Intercom enables companies to provide great customer service and establish lasting bonds.
Minpunten
The pricing structure of Intercom is one potential flaw, as it can be unaffordable for startups or small organizations with tight budgets. The price has been criticized by some customers as being too exorbitant in comparison to other options. Furthermore, setting up and modifying some complex features could call for technical know-how or support, which could be difficult for individuals without a technological background. However, Intercom offers thorough support materials and documentation to assist customers in getting beyond these obstacles.
- Sector: Internet
- Bedrijfsgrootte: 2-10 werknemers
- Dagelijks 6-12 maanden lang gebruikt
-
Bron van de reviewer
Totaalscore
- Prijs-kwaliteitverhouding
- Gebruiksgemak
- Klantenondersteuning
- Waarschijnlijkheid van aanbeveling 2.0 /10
Advertising for Intercom in every E-Mail
Beoordeeld op 17/7/2020
We have been using the solution productively for some time now, then discontinued it for cost...
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.
Pluspunten
+ 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.
Minpunten
- 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.
Overwogen alternatieven
Help ScoutRedenen om over te stappen op Intercom
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.Antwoord van 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)
- Sector: Draadloos
- Bedrijfsgrootte: 51-200 werknemers
- Dagelijks 2+ jaar lang gebruikt
-
Bron van de reviewer
Totaalscore
- Prijs-kwaliteitverhouding
- Gebruiksgemak
- Klantenondersteuning
- Waarschijnlijkheid van aanbeveling 8.0 /10
My favourite support tool
Beoordeeld op 15/3/2021
Only good experience overall
Great support team
Price could be better
Only good experience overall
Great support team
Price could be better
Pluspunten
Easiest support tool to have.
Makes your team very accessible, also makes the support process simple for the end users
Good integrations and useful statistics provided
Minpunten
Pricing - it is not very cheap. Pricing also often changes
Help center tool - it could really use some help and updates
Also, a lot of Add block tools catch Intercom as an ad and blocks it - thus creating inconvenience for end users having to choose between
Antwoord van Intercom
Thanks for letting us know that Intercom is you favorite support tool and we're helping you deliver such a good user experience.
I appreciate your feedback on our pricing, Articles feature and ad block issues. I'll make sure these get back to the right people here.
Thanks again,
Kate (Intercom - Customer Engagement)
- Sector: Informatietechnologie en -diensten
- Bedrijfsgrootte: 11-50 werknemers
- Wekelijks 1+ jaar lang gebruikt
-
Bron van de reviewer
Totaalscore
- Gebruiksgemak
- Waarschijnlijkheid van aanbeveling 7.0 /10
A good, cost effective platform to interact with customers
Beoordeeld op 24/7/2019
We use Intercom in conjunction with Crisp Chat, and while Intercom is an 8 out of 10 (vs. Crisp's 5...
We use Intercom in conjunction with Crisp Chat, and while Intercom is an 8 out of 10 (vs. Crisp's 5 out of 10 score), there are still some aspects left to be desired. Their knowledge base functionality is great, and the look and feel of it can be customized to best help customers. Chats can be displayed on our website in three main forms, which is helpful to be able to market/inform customers in fun new ways to keep them interested.
It's a good, and useful software, but it's not as robust as Drift. All in all, a good product that we are "happy" with, but not 100% satisfied with since some business functions are impacted by certain limitations.
Pluspunten
The ability to send email campaigns, set up notification/chat campaigns and live chat with customers.
Minpunten
The one MAJOR negative aspect to this product is that once someone qualifies for a campaign, even if the campaign is deactivated, the person will continue to get the contents of the campaign until it is finished, or the campaign is deleted. *Note, if the campaign is deleted, all reporting and data tied to it will be deleted as well.
- Sector: Internet
- Bedrijfsgrootte: 11-50 werknemers
- Wekelijks 6-12 maanden lang gebruikt
-
Bron van de reviewer
Totaalscore
- Prijs-kwaliteitverhouding
- Gebruiksgemak
- Klantenondersteuning
- Waarschijnlijkheid van aanbeveling 8.0 /10
Amazing customer support
Beoordeeld op 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
Pluspunten
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.
Minpunten
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.
Redenen om voor Intercom te kiezen
Sendgrid actually lost all of our contacts and have terrible supportOvergestapt van
SendGridAntwoord van 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)
- Sector: Internet
- Bedrijfsgrootte: 11-50 werknemers
- Wekelijks 1+ jaar lang gebruikt
-
Bron van de reviewer
Totaalscore
- Prijs-kwaliteitverhouding
- Gebruiksgemak
- Waarschijnlijkheid van aanbeveling 10.0 /10
Supercharge & Automate Your Customer Interactions
Beoordeeld op 12/6/2021
I love it. Did I add that Intercom has a program that gives early-stage startups a 95% discount in...
I love it. Did I add that Intercom has a program that gives early-stage startups a 95% discount in subscription fees for the advanced Intercom features. That is what we got at our startup!
Pluspunten
I love the fact that I can use Intercom to manage every interface with leads and my customers. From collecting their data, to monitoring sessions and getting some insights on actions with event-triggered email marketing. I also love the easy integration with Slack and the multiple integrations I can implement with other software like Calendly, Google Calendar etc. It's one robust software!
Minpunten
It could feel like a handful when setting up and you are going to need an engineer to help with some stuff. Other than that, Intercom is bliss for managing, nurturing and supercharging your customer interactions.
Antwoord van Intercom
Thanks so much for leaving us this review and letting us know all of the ways Intercom is helping your business :)
Kate (Intercom - Customer Engagement)
- Sector: Informatietechnologie en -diensten
- Bedrijfsgrootte: 11-50 werknemers
- Dagelijks 1+ jaar lang gebruikt
-
Bron van de reviewer
Totaalscore
- Prijs-kwaliteitverhouding
- Gebruiksgemak
- Klantenondersteuning
- Waarschijnlijkheid van aanbeveling 8.0 /10
Great for any customer success/support team! Will get you everything you need.
Beoordeeld op 6/7/2019
Pluspunten
It offers literally anything you and your CS team may need to run the department.
Minpunten
Their support team can take a bit too long to respond at times. Really holds up our team from developing new processes sometimes. They've got a lot of features so we've got a lot of questions.
- Sector: Computersoftware
- Bedrijfsgrootte: 501-1.000 werknemers
- Dagelijks 2+ jaar lang gebruikt
-
Bron van de reviewer
Totaalscore
- Prijs-kwaliteitverhouding
- Gebruiksgemak
- Klantenondersteuning
- Waarschijnlijkheid van aanbeveling 4.0 /10
Most overrated thing on the market.
Beoordeeld op 25/4/2021
Try to avoid it or at least not build the critical parts of your busyness on it.
Chat and message...
Try to avoid it or at least not build the critical parts of your busyness on it.
Chat and message history both work fine.
Everything else is a source of endless pain and despair.
Pluspunten
Integration with communication sources, say you may set up the email to be shown in chat history as a messages.
Embedded chats with history are quite nice, it has both the messages and notes left by the supporting team members to each other. Chat itself works quite good and overall thing of a good quality. Not quite sure this is their own development, but it doesn't really matter.
Webhooks, these one is a good thing to integrate your decision making software with customer lifecycle events, for example to send email when credit card is about to expire, of when customer purchased something few times.
Actions - automated reactions to customer or lead lifecycle events.
Filtered cogorts are called segments in Intercom, they have their own filtering panel which is similar to one that can be found on other products.
Minpunten
Bugs. They are everywhere. Updates may be lost, updates may be rejected by intercom because of server side exceptions, or mysterious thing called "concurrent updates" when there is just a single update.
They have huge API downtimes which can be traced by Intercom's API 5XX responses but technical support always denies the existence of a problem or downtime.
Technical support is one of the worst supports I have ever seen. They know nothing, they do not want to learn, the problem is always on your side even if it is their server who responses with 5XX status.
Intercom is hugely, fabulously overpriced.
On paper Intercom has a set of importers - they are useless, as there are no transformation or calculated fields. Now imagine you need to import hundred of thousands customer profiles from legacy system. Due to absence of data transformation mechanisms you are unable to import them as is and have to resort to preparation-export steps. The problem is that you can not perform more than 85 API requests per minute.
There was batch API but today it is 1) deprecated and 2) counts the record inside the batch by the same 85/min limit.
Sometimes customer profile may just disappear.
Some of integrations provided by Intercom would not work as they have never been tested.
There is no API call to "archive the segment" despite it was proposed few years ago.
Intercoms offers one of the worst client libraries on the whole github and they reject PR's.
Antwoord van Intercom
Thanks for leaving us such a thorough and candid review Aleksandr. I'll make sure to send all of this feedback on to the relevant internal teams as we really do use this to inform what we ship.
Kate (Intercom - Customer Engagement)
- Sector: Informatietechnologie en -diensten
- Bedrijfsgrootte: Zelfstandig ondernemer
- Wekelijks 2+ jaar lang gebruikt
-
Bron van de reviewer
Totaalscore
- Prijs-kwaliteitverhouding
- Gebruiksgemak
- Klantenondersteuning
- Waarschijnlijkheid van aanbeveling 9.0 /10
Adds Much More Value Than You Realise
Beoordeeld op 29/8/2019
While the price tag for Intercom is not small, especially for startups launching their first mobile...
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.
Pluspunten
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.
Minpunten
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).
Redenen om over te stappen op Intercom
The depth of features, native mobile experience for users, easy to implement push notifications & powerful management console trumped our experiences with the others available & unified several different but related requirements.- Sector: Fotografie
- Bedrijfsgrootte: 51-200 werknemers
- Wekelijks 1+ jaar lang gebruikt
-
Bron van de reviewer
Totaalscore
- Prijs-kwaliteitverhouding
- Gebruiksgemak
- Klantenondersteuning
- Waarschijnlijkheid van aanbeveling 2.0 /10
Maybe great for sales reps/account mgrs, not so much for customer support team
Beoordeeld op 23/9/2020
Overall, features look great from afar and it’s got some powerful tools via api but diving in...
Overall, features look great from afar and it’s got some powerful tools via api but diving in deeper, it wasn’t the best experience for a larger support team. I can see how this might be a powerful tool for individual sales reps or account managers, but not a support team.
Pluspunten
The interface is modern and fresh looking, and it’s very easy for the customer to engage with the rep.
Minpunten
Features are really lacking for larger support teams. We tried to use this for a team of 6+ and found it inefficient and lacking core features for teams. I didn’t like the snooze option and that you have to manually close a ticket after it’s solved. I also didn’t like that the customer can see when the message is “seen” because it doesn’t set a good precedent for response time. Inboxes are cluttered and the visual organization is lacking.
Antwoord van Intercom
Thanks for taking the time to leave us this review Lauren.
Your feedback here is extremely appreciated as we're constantly releasing features and updates to make sure this is a great experience for any size support team. I've made sure to relay this to our product team.
Kate (Intercom - Customer Engagement)
- Sector: Ziekenhuis- en gezondheidszorgbranche
- Bedrijfsgrootte: 11-50 werknemers
- Dagelijks 2+ jaar lang gebruikt
-
Bron van de reviewer
Totaalscore
- Prijs-kwaliteitverhouding
- Gebruiksgemak
- Klantenondersteuning
- Waarschijnlijkheid van aanbeveling 0.0 /10
Unreponsive and caused a severe service disruption
Beoordeeld op 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.
Pluspunten
When we were first started using them, they were flexible, had great customer service, and seemed genuinely invested in helping us succeed.
Minpunten
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.
Antwoord van 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)

- Sector: Computersoftware
- Bedrijfsgrootte: 1.001-5.000 werknemers
- Dagelijks 1+ jaar lang gebruikt
-
Bron van de reviewer
Totaalscore
- Gebruiksgemak
- Klantenondersteuning
- Waarschijnlijkheid van aanbeveling 9.0 /10
I've had excellent results.
Beoordeeld op 27/11/2022
The ability to try and test an app or product before purchasing it, is becoming more and more...
The ability to try and test an app or product before purchasing it, is becoming more and more popular, especially with the introduction of new chat and live chat services. If you don't want to spend hundreds of dollars on an actual product, you can try a virtual product, that is a product that you can test and play with, before you purchase it.
Pluspunten
Intercom is a complete live chat application for businesses. It is extremely easy to use. I found the chatbot feature to be useful, but I think it is only useful for some businesses such as retail businesses, or businesses that can use the information from a customer to see what they want to sell them. I would recommend using Intercom for businesses that need live chat but are not using it already.
Minpunten
I am a marketing strategist, and my company is growing. I have come to realize that I need to engage with customers in an effective way to obtain leads and generate sales. I have tried many different marketing strategies in the past, but none have been as effective as LiveChat. I am able to create a LiveChat session with customers and obtain leads. I've had great results and I'm satisfied, I haven't had a problem. In general it works flawlessly.
- Sector: Internet
- Bedrijfsgrootte: 201-500 werknemers
- Dagelijks 1+ jaar lang gebruikt
-
Bron van de reviewer
Totaalscore
- Prijs-kwaliteitverhouding
- Gebruiksgemak
- Klantenondersteuning
- Waarschijnlijkheid van aanbeveling 6.0 /10
Intercom is a decent tool with broad uses
Beoordeeld op 20/4/2021
While the tool has a great deal of potential, the quality of the support and account management...
While the tool has a great deal of potential, the quality of the support and account management teams are horrific. (They used to be much more skilled but as the company scaled the knowledge/expertise of the support and customer success teams dropped off a cliff, often knowing little to nothing about their own product).
Pluspunten
Intercom is great for communicating within your web based product via chat. It's relatively effective as a marketing channel for in-app communication to customers. It has fair amount of rich content options, though they cost extra.
Minpunten
Compared to Drift, Intercom is extremely limited for a sales/lead-gen channel when used on a public website. It's pricing model is also crippling for high traffic sites.
The customer support and account management is absolutely horrible.
Overwogen alternatieven
Zendesk SuiteRedenen om over te stappen op Intercom
FunctionalityAntwoord van Intercom
Hi there, thanks for letting us know about your Intercom experience and I'm glad to hear you've found it an effective customer marketing tool.
I'm sorry that our support and success management teams have not lived up to your expectations recently and I'd love to dog into this in more detail. If you'd like to discuss it further please get in touch via the messenger and ask for me directly :)
Thanks!
Kate Sugrue (Intercom - Customer Engagement)
- Sector: Marketing en reclame
- Bedrijfsgrootte: 2-10 werknemers
- Dagelijks 2+ jaar lang gebruikt
-
Bron van de reviewer
Totaalscore
- Prijs-kwaliteitverhouding
- Gebruiksgemak
- Klantenondersteuning
- Waarschijnlijkheid van aanbeveling 0.0 /10
One of the main features of the product doesn't work and they don't give a sh*t
Beoordeeld op 18/2/2021
Bloated features
Not easy to use
Terrible customer support
Don't fix issues and don't seem to even...
Bloated features
Not easy to use
Terrible customer support
Don't fix issues and don't seem to even care.
Would NEVER recommend.
Pluspunten
We use Intercom to generate leads for our business by engaging with website visitors through live chat.
Minpunten
The ability to ask visitors key information such as name and email address disappeared overnight and Intercom never told their customers this feature had stopped working.
We had to discover it for ourselves, only to be told that they knew there was an issue and it was not a priority to fix. Basically, it was tough luck!
This is after they took ages to get back to our support ticket.
Customer service is terrible and they just don't give two hoots about their customers.
Constantly introducing new features but not actually fixing the main feature that someone would need!
We're looking for an alternative to Intercom and as soon as we find it we will be leaving
Antwoord van Intercom
Hi Kate, thanks you for leaving us this candid review.
I've looked into your conversation history with the team and can see the bug you experienced is still under investigation as it only seems to be affecting a small number of accounts. I know that's not helpful when you are one of the accounts affected though and understand your frustration. (Update: This bug has now been fixed by our team.)
I can see you have since cancelled your subscription so I want to thank you for being an Intercom customer and wish you and your company lots of success in the future.
Kate (Intercom - Customer Engagement)
- Sector: Internet
- Bedrijfsgrootte: 2-10 werknemers
- Dagelijks 2+ jaar lang gebruikt
-
Bron van de reviewer
Totaalscore
- Prijs-kwaliteitverhouding
- Gebruiksgemak
- Klantenondersteuning
- Waarschijnlijkheid van aanbeveling 1.0 /10
Extremely expensive and they make it extremely hard to move away
Beoordeeld op 23/9/2020
Poor startup support
Poor startup support
Pluspunten
All in one system, with email, lite CRM and small analytics.
Minpunten
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.
Overwogen alternatieven
CrispRedenen om over te stappen op Intercom
CheaperAntwoord van 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)
- Sector: Computersoftware
- Bedrijfsgrootte: 11-50 werknemers
- Wekelijks 2+ jaar lang gebruikt
-
Bron van de reviewer
Totaalscore
- Gebruiksgemak
- Klantenondersteuning
- Waarschijnlijkheid van aanbeveling 8.0 /10
A consolidated place for a lot of our support & customer success needs
Beoordeeld op 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.
Pluspunten
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.
Minpunten
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.
Antwoord van 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)
- Sector: Vastgoed
- Bedrijfsgrootte: 11-50 werknemers
- Dagelijks 1+ jaar lang gebruikt
-
Bron van de reviewer
Totaalscore
- Prijs-kwaliteitverhouding
- Gebruiksgemak
- Klantenondersteuning
- Waarschijnlijkheid van aanbeveling 7.0 /10
Small SAS Use
Beoordeeld op 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.
Pluspunten
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.
Minpunten
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.
- Sector: Informatietechnologie en -diensten
- Bedrijfsgrootte: 11-50 werknemers
- Dagelijks 1+ jaar lang gebruikt
-
Bron van de reviewer
Totaalscore
- Prijs-kwaliteitverhouding
- Gebruiksgemak
- Klantenondersteuning
- Waarschijnlijkheid van aanbeveling 10.0 /10
Best software for proving support
Beoordeeld op 30/12/2019
Coundn't be better. Today I cannot imagine our daily support activies without this software.
Coundn't be better. Today I cannot imagine our daily support activies without this software.
Pluspunten
Its hard to say what I like the most, since are so many great features. Still, I believe the Inbox module is by far the great thing about it, since it allows a direct communication with clients.
Minpunten
A couple of months ago articles sharing was changed on the inbox feature. Now, when you share an article via conversation the client cannot open it on a separate page. This is terrible for most clients, a source of great complain.
Antwoord van Intercom
Hi Fernando,
Thank you for leaving us this review. It sounds like you're getting real value from the platform, especially the team inbox! Make sure to keep an eye on our Intercom Academy page as we'll be releasing a new course designed specifically for Support Managers in the coming months which I think you might like.
I'll also make sure to pass your feedback regarding Article sharing to the appropriate product team.
Thanks again,
Kate (Intercom - Customer Engagement)

- Sector: Computersoftware
- Bedrijfsgrootte: 2-10 werknemers
- Dagelijks 1+ jaar lang gebruikt
-
Bron van de reviewer
Totaalscore
- Prijs-kwaliteitverhouding
- Gebruiksgemak
- Klantenondersteuning
- Waarschijnlijkheid van aanbeveling 10.0 /10
Easy-to-use tool with great features to make supporting customers a breeze!
Beoordeeld op 12/11/2018
We have been able to resolve customer questions in a much quicker time simply because we can access...
We have been able to resolve customer questions in a much quicker time simply because we can access help articles quicker, get other team members in on the conversation more easily, and use integrations like co-browsing and attaching help articles to resolve a problem more quickly. Overall, Intercom has been a great experience compared to our past customer support apps and we are happy to be using this to improve our customer's experience in our app.
Pluspunten
It is great to have the ability to do so many things within one app: chat with our customers, write help articles, link help articles to our customers, send out messages to groups of people, easily find previous conversations, and create reports to monitor our progress. Intercom has really made our support workflow simple and much less confusing than other software tools we have used. They also integrate with a number of different tools (GitHub, ZenDesk, Upscope co-browsing, etc.) so anything that Intercom can't directly do, we can find a way to do through an integration.
Minpunten
The Customer Support response times from Intercom are a bit long, but the team is always helpful and resolves any questions we have. I also wish the Articles were a little more built out - they just have some simple feature there, and it would be nice to have a more robust help center with the flexibility to format our articles the way we want and organize the collections differently.
- Sector: Kleding en mode
- Bedrijfsgrootte: 51-200 werknemers
- Dagelijks 1+ jaar lang gebruikt
-
Bron van de reviewer
Totaalscore
- Prijs-kwaliteitverhouding
- Gebruiksgemak
- Klantenondersteuning
- Waarschijnlijkheid van aanbeveling 7.0 /10
Intercom Is (mostly) Great!
Beoordeeld op 25/4/2019
We use Intercom daily to help diagnose and solve a multitude of customer issues. As an admin, I...
We use Intercom daily to help diagnose and solve a multitude of customer issues. As an admin, I have the ability to monitor chats, provide internal notes within the chat in real time for trainees, and make sure everyone is offline at the end of the day. There are a few flaws and Intercom WILL send you far too many emails, but overall this is a great chat tool for any customer service business.
Pluspunten
Using Intercom as our ECOM site's chat service has been very helpful! On the customer service team, we are immediately given the contact information needed to properly help a customer. Using Intercom alongside Zendesk has also been a huge improvement over our old chat/ticketing software as they work very well together. Our team also utilizes custom and team macro responses to give fast, accurate answers and assistance. Also, giphy integration!
Minpunten
The default setting on Intercom has keyboard shortcuts turned on. It seems like most of them immediately close the chat. This can be easily solved by turning them off, but it is not made obvious on how to do so. Once they're off, it's smooth sailing!
We have two customer service teams, and we often have agents going back and forth between the two. We use Intercom for both. The other downside is that it is impossible to be available on one and away/reassign on the other. You can keep it open in two tabs, but that's more of a workaround than a solution.
- Sector: Levensmiddelen- en drankenindustrie
- Bedrijfsgrootte: 11-50 werknemers
- Dagelijks 2+ jaar lang gebruikt
-
Bron van de reviewer
Totaalscore
- Prijs-kwaliteitverhouding
- Gebruiksgemak
- Klantenondersteuning
- Waarschijnlijkheid van aanbeveling 10.0 /10
Great intuitive software
Beoordeeld op 28/4/2020
Using this to answer incoming customer inquiries, resolution not, faq, and more
Using this to answer incoming customer inquiries, resolution not, faq, and more
Pluspunten
Easily merges email and live chat on one platform. Integrates loads of other software too. Also has built in reporting and lots of features that come standard
Minpunten
Cannot merge tickets like other platforms do. Some reporting could use deeper drill downs and insights
Antwoord van Intercom
Thanks for taking the time to let us know about your Intercom experience. I'm glad we're helping you manage your multi-channel support.
I've made sure to pass your feedback on ticketing and reporting on to the Product Team as I know we have a few plans in the workds that could address these.
Thanks again,
Kate (Intercom - Customer Engagement)
- Sector: Informatietechnologie en -diensten
- Bedrijfsgrootte: 201-500 werknemers
- Dagelijks 1+ jaar lang gebruikt
-
Bron van de reviewer
Totaalscore
- Gebruiksgemak
- Klantenondersteuning
- Waarschijnlijkheid van aanbeveling 8.0 /10
Intеrсоm fоr а rеlіаblе соnnесtіоn bеtwееn thе sеllеr аnd thе сustоmеr
Beoordeeld op 13/2/2019
Pluspunten
Wе must sау thаt Intеrсоm саn rеаllу bоаst оf thеіr mеаns fоr соmmunісаtіng wіth vіsіtоrs: thеу аrе vаrіеd аnd еquаllу sресіаlіzеd аnd еаsу аt thе sаmе tіmе. In аddіtіоn tо thеsе mеаns, Intеrсоm рrоvіdеs us wіth tооls fоr аnаlуzіng сustоmеr іntеrасtіоn wіth а wеbsіtе оr а sеrvісе. Fоr еxаmрlе, wе саn usе thіs dаtа tо sеgmеnt thе dаtаbаsе оf е-mаіl subsсrіbеrs. Brоаdlу sреаkіng, Intеrсоm fосusеs оn suсh аn аsресt аs реrsоnаlіzіng thе соmmunісаtіоn bеtwееn thе sеllеr аnd thе сustоmеr. Wе lіkе thаt thіs sеrvісе sаvеs thе mеssаgе hіstоrу wіth аnу сustоmеr, аnd duе tо thіs, іt іs еаsу tо соntіnuе thе соnvеrsаtіоn frоm thе mоmеnt whеrе іt stорреd аt thе рrеvіоus соmmunісаtіоn sеssіоn.
Minpunten
Tо bе hоnеst, іt іs а humаn nаturе tо gеt mоrе thаn thеу асhіеvе. And wе thіnk Intеrсоm іs suсh а саsе. Wе mеаn thаt еvеn thоugh Intеrсоm’s funсtіоnіng іs bеуоnd thе рrаіsеs, thеrе іs а fееlіng tо gеt mоrе аnd mоrе аdvаnсеd funсtіоnаlіtу bесаusе thе сurrеnt оnе dоеsn’t sееm tо bе thе оnlу lіmіt fоr thе vеndоr, nаmеlу thеіr skу оf орроrtunіtіеs. Fоr іnstаnсе, wе wоuld lіkе tо hаvе bеttеr іntеgrаtіоn сараbіlіtіеs. Bеsіdеs, іt wоuld bе bеttеr tо hаvе mоrе suрроrt аnd іmрrоvеmеnts bеіng mаdе uроn thе sеrvісе’s mаrkеtіng funсtіоns.