Opiniones de Intercom

software completo para cualquier SaaS

Comentarios: Muy contentos desde que eramos una startup e incluso ahora como scaleup

Puntos a favor:

La posibilidad de centralizar toda la información y los equipos de ventas, customer success y marketing en un mismo sitio. Soluciones con una UX impresionante y muy fácil de utilizar.

Contras:

Al ser un programa que centraliza toda la comunicación con clientes y prospectos terminas trabajando con todo el suite y la factura acaba subiendo mucho de precio a final de mes.

De lo mejor a nivel producto, pero con una atención al cliente nefasta

Puntos a favor:

A nivel de producto están continuamente evolucionándolo y sacando nuevas funcionalidades que ayudan a crecer tu negocio. Series, para desarrollar campañas a tus clientes es brutal, se puede combinar con mensajes a través de un banner, un mensaje in-app o un email principalmente. Eso sí es un servicio caro. Tiene una herramienta para helpcenter muy práctica y con buena relación calidad-precio. Para soporte por chat con los clientes quizá hay alternativas mucho mejores pero si no requieres de mucha complicación te servirá. Además tiene productos como chatbot, product tours, multitud de integraciones con otras apps y pequeñas funcionalidades que por supuesto incrementarán su coste y no podrás tener todo... A nivel de integración es bastante sencillo y permite mucha personalización.

Contras:

El mayor inconveniente es el inexiste servicio de atención al cliente, para contratar el producto o probar nuevas funcionalidades no tendrás problema pero si realmente te encuentras con un problema grave, por experiencia hemos tenido varios como problemas con la renovación de un contrato o el envío de emails en una campaña, lo más seguro es que o no tengas una respuesta clara o que se vayan pasando la consulta de unos a otros sin ayudarte

Profesionalidad

Comentarios: En general nuestra experiencia con este software es muy buena ya que nos ha permitido ayudar a nuestros clientes de una forma profesional y rápida.

Puntos a favor:

Lo que mas nos ha gustado del software es la profesionalidad con la que ven nuestros clientes la interfaz y la facilidad que tienen de comunicarse con nosotros, además cabe destacar que muchas veces a través de las respuestas configuradas que tenemos muchos clientes encuentran su respuesta sin tener que contactar con un agente.

Contras:

Lo que menos nos ha gustado por decir algo que es un software que incluye unos planes con un precio muy elevado y podría incluir alguno más asequible para empresas más pequeñas.

Una excelente herramienta para mejorar el servicio de atención al cliente

Comentarios: He experimentado una mejora significativa en la comunicación con los clientes. El chat en tiempo real y el historial de transcripciones me permiten brindar respuestas rápidas y personalizadas. Sin embargo, la falta de soporte para ciertas funciones avanzadas a veces puede limitar la capacidad de resolver problemas complejos de manera eficiente.

Puntos a favor:

El chat en tiempo real dirigido a consumidores permite una comunicación instantánea y personalizada, lo que brinda una experiencia de atención al cliente ágil y efectiva.

Contras:

La implementación de un chatbot puede tener limitaciones en la comprensión y respuesta a consultas complejas, lo que podría generar frustración en los clientes que buscan una interacción más humana y detallada.

Me gusta y no puedo pensar usar otra plataforma

Comentarios: De forma general contenta.. los departamentos de ventas y de soporte son los mayores usuarios de Intercom

Puntos a favor:

Lo intuitivo que puede llegar a ser. Me gusta la forma en la que resuelve los diferentes tipos de casos.

Contras:

El servicio de soporte, se tardan mucho en resolver bugs.

Magnífico!

Puntos a favor:

El mejor descubrimiento para nuestra empresa. Lo utilizamos diariamente y tiene un sinfín de funcionalidades.

Contras:

Si bien está bien que sea de pago, no llegamos a utilizar algunas de sus funcionalidades por el alto costo que tienen.

El mejor Chat

Puntos a favor:

Software de gran calidad y con muchas opciones para gestionar el servicio de atención al cliente

Contras:

Por ahora no te tengo ninguna queja, cumple las expectativas, no es barato pero vale lo que cuesta

Intercom es una plataforma super sencilla de usuar pero genera mucho valor corporativo.

Comentarios: En generar es una herramienta practica, el precio vs el valor que aporta a cualquier compañia es justo.

Puntos a favor:

Facil de utilizar - Diseño es estetico lo que hace que puedas comprender con facilidad las funciones

Contras:

No me gusta que hay que darle al botón "enviar" para que se envíe el mensaje al cliente o usuarios internos. Deberia funcionar con solo dar "enter"

El mejor software de Servicio al Cliente

Comentarios: Excelente, recomiendo a toda empresa que preste un servicio sea a través de Chat o Email.

Puntos a favor:

Lo que más me gusta de este software, es la facilidad que nos brindan los MACROS, son muy sencillos de usar y nos facilitan la vida diariamente. Nunca he tenido falla en la conexión, a veces por softwares de terceros se torna un poco lento, pero la respuesta de Intercom en general es excelente. Los detalles autómaticos del cliente que nos contacta, es precisa, la opción de ver la locación para detectar la zona horaria, me parece una de las mejores herramientas de este sofware.

Contras:

A veces la asignación de tickets no es 100% precisa, se podría mejorar en cuanto a este punto.

Comunicación efectiva

Comentarios: Obtengo la habilidad de administrar el correo desde cualquier lugar

Puntos a favor:

Chat en tiempo real dirigido a mis consumidores

Contras:

Ninguna, todas se adaptan a mis necesidades básicas

es una plataforma de servicio al cliente y comunicacion empresarial

Puntos a favor:

su facilidad de uso , su capacidad de integracion con otras plataforma , su herramienta de chat en vivo muy útil , y su excelente servicio al cliente

Contras:

demasisdas funciones complicadas , puede ser caro . dificil de configurar y utilizar

BEST APP FOR LIVE CHAT

Puntos a favor:

INTERCOM IS EASY APP TO MAKE SURE THAT YOU STAY KEEP IN TOUCHWITH MY TEAMWORKER!

Contras:

THERE IS NO PROBLEM WHEN I USED IT AND INTERCOM RUNS WELL

Not Much Competition

Comentarios: Everything has been fantastic from the Customer Success-led implementation process to it being deployed to our users. Multiple compliments on the feasibility of use since purchasing.

Puntos a favor:

From both the administrative and user perspective, the ease of use and just overall depth of what you can create with the product is very impressive. It allows a great amount of customer support to be automated and simplify it's delivery via articles and a knowledge base that'll continually grow. Although it's not the biggest feature, as a user, I love that it's focused on getting you an answer/resolution the quickest way possible given the same entry method. Type "adding users" in an application with Intercom support will quickly both deliver you articles that can potentially solve your problem or will also quickly deploy a CSM to you to answer it directly in case it was a bit more complex. Best part though is the feedback cycle, you're typing exactly what you want to know into the application and if no articles return: New Content Topic.

Contras:

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.

Great product if you don't mind the pay per hit pricing structure.

Comentarios: Support was very responsive and helpful. The platform itself was great. Unfortunately it just didn't make sense to continue paying a premium for a platform that was so challenging to actually deploy (specifically communication features) due to the pricing structure.

Puntos a favor:

Great design and easy to use editor in their article creation feature.

Contras:

Pricing structure is very challenging to understand. You were charged extra based on the communication feature used, in some cases based on "all users", and in other cases based on "logged in users". Basically "per hit", but they had two different definitions of what constituted a "hit". Also, they have 3 different "products" of features that are packaged together. In some cases we were permitted to do a "light" version of a package and only get the specific features we wanted while another very desirable feature was packaged into a "product" we didn't need so it became cost prohibitive to add that feature.

Intercom is great for Startups

Comentarios: I've loved using Intercom so far - it has been essential in our customer success focused strategy.

Puntos a favor:

I love the help center and live chat. The help center is super easy to customize and make good-looking docs.

Contras:

Pricing and ticketing. Unfortunately, these are starting to become non-starters for us, as we're scaling up and hitting some pretty insane pricing tiers. Additionally, the ticketing solution seems like an afterthought.

Intercom is a great support system tool

Comentarios: Quickly and simply, I can access the Macros and write/update the articles in the assistance center. Streamlining the process of submitting tickets to the correct division for handling user concerns. It's a time saver for all teams because they can deal with it themselves.

Puntos a favor:

Streamlining the process of submitting and responding to tickets, and developing automated tools to streamline and simplify our daily lives. I appreciate how simple it is to locate articles and macros to distribute to my clientele. The addition of emoticons and gifs to the discourse is a nice touch, as well.

Contras:

Previous software allowed us to see the customer's input before he sent it. This allowed us to quickly respond to his query by reading it as he was writing it. If only I could keep seeing it.

Intercom for Startups is Awesome

Puntos a favor:

We were fortunate to be accepted into the Startups program so we are receiving a great discount to leverage all the product has to offer. We originally found Intercom for live chat but it offers so many features that we implemented. We love the tooltips and pop-ups. We love the ability to trigger the chat box when certain events occur. There are so many features that we haven’t had a chance to implement them all, each one that we use had helped our users have a better experience on our platform.

Contras:

Get started was a little difficult and I have had to reach out to Support on a pretty regular basis because I cannot find the answer to my questions in their support center. Their support team is awesome but it can take a day or two to hear from them which is frustrating when you need to get something released quickly.

Great live chat and marketing tool

Comentarios: Intercom is vital for our sales and customer service teams, we use it to communicate with our customers in real time and through email campaigns.

Puntos a favor:

It is easy to use, and honestly one of the best tools out there. Intercom has a ton of features that go from a simple chat bubble to interact with your users, to email marketing tools and AI bots. They have a ton of integrations with other services.

Contras:

Many features can be found behind a paywall and their tiers of service and bundles are not very clear.

Intercom review

Comentarios: Intercom is our customer support tool for support and internal communication

Puntos a favor:

I like the AI FIN module which is faster in processing resolutions to customers and also the pricing of intercom is easier

Contras:

Intercom requires a lot of time to deploy the solution fully and does not offer free WhatsApp integrations like other solutions in the market

Intercom experience

Comentarios: intercom has been awesome especially in the way of closing the business communication gap.

Puntos a favor:

provision of software that specializes in business messaging

Contras:

I can't really because intercom has helped business in the area of communication

Communicate with your audience and improve their engagement with Intercom platform.

Puntos a favor:

Intercom allows real-time communication and multichannel messaging: email, app, social networks, in-app messages, all in one platform.

Contras:

On basic plans, automation and segmentation capabilities are limited. It requires time and effort to learn how to use all of its features effectively.

Adds Much More Value Than You Realise

Comentarios: 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.

Puntos a favor:

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.

Contras:

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).

Intercom is helping customers success, support, marketing and sales

Comentarios: It is a perfect solution for a B2B SaaS business.

Puntos a favor:

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.

Contras:

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.

Industry leader in category of customer communication

Comentarios: Intercom has grown to become an (almost) 1-stop-shop for all things customer communication related. Both sales, customer support, product etc. can benefit from directly using Intercom to communicate with your applications customers.

Puntos a favor:

A powerful platform that allows to view your customers session and meta data, instantly send targeted messages and set up email/in-app messaging campaigns, create help desk articles for self-service, automate workflows with bots and rules, onboard your application

Contras:

The increase of features and modules have brought the complexity of the software up. It's easy to get up and running (require 1 line of code), but the road to fully adopting the suite of tools is long.

Lots of Features but Frustrating When Messages Get Lost

Comentarios: Our team used intercom to support a large team of contractors that would frequently visit our website and work with us on a regular basis. We frequently use the "segment" feature to learn more about our population and to send out messages to certain segments. We also used a variety of integrations. For example, we used upscope.io so that we could immediately screenshare with any user who was on our website if they sent us a message on intercom that they needed help. The user would get a popup asing if they want to let the administrator view their screen and they just need to click "ok." That's it. It's that easy. Upscope.io integrates directly with intercom. You can also add Google Calendar to intercom so that intercom users can schedule a call with a teammate directly.

Puntos a favor:

Intercom allows for various quasi-queries, integrations, and outound messasges to your users. This is very helpful and is not available in all of the other customer support platforms that I have used. You can find out information about your customer population. You can send messages to only CERTAIN "segments" of your customer population. You can also integrate with a WIDE variety of other softwares to really up your customer support game.

Contras:

Intercom does not show all of the user messages together unless you open their profile OR they send their message as a response. So, for example, if a customer sends you a message, then 10 minutes later they create a new chat and send a new message, those messages are not linked togather unless you open their profile. I have had the experience of different agents answering the two messages or of answering one message only to see that the same user had sent a correction to their message. This is very frustrating. It can also be difficult for users to locate the knowledge base which leads to more inbound messages. Intercom is trying to solve this by bot responses, but this is something you may have to pay for.