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.

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.

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

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

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

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.

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.

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.

Really good but expensive

Comentarios: Good interface, quick search, easy to use for all the team

Puntos a favor:

Really helpful for chat with lead and customer. Possibility to make series to automate communication. Possibility to send event to customize serie

Contras:

Intercom is really too expensive and each new feature are more and more expansive. We can't use other feature, Intercom is the service with the higer price in our company.

Excellent tool for live chat and customer contact

Comentarios: It has been great. have been using Intercom for more than 6 years now.

Puntos a favor:

Its easy to setup, quick learning curve , has good set of features and excellent integrations

Contras:

Learning the administration bit of it is a little tricky

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.

Modern customer support platform with strong AI capabilities

Puntos a favor:

Easy, intuitive UX. Strong AI capabilities.

Contras:

Analytics and reporting can be a bit tricky to navigate.

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.

All in one support tool that can grow with you from early stage startup to established organisation

Comentarios: 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.

Puntos a favor:

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.

Contras:

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.

Best customer service portal

Puntos a favor:

Intercom is a reliable portal for customer service.

Contras:

Intercom has nothing to be anxious about it.

Great for customer communication

Puntos a favor:

Live chat is great with automated messages. Easy to add onto our websites. Its fast and reliable and allows our team to provide real time support.

Contras:

Its on the expensive side and it can be more transparent, but it does seems worth it for the price.

Top of the line customer support solution with lots of features.

Puntos a favor:

Intercom is super easy to use and doesn't require a lot of training of end users. I like that we can add it to directly to our website so that it's easily accessible by our customers. We also heavily utilize their proactive support features to alert customers to new features and updates, which is very handy. We also use their survey feature and like that it's easy for our customers to answer. Their chat feature is good and we like the automation that you can program to triage customer issues.

Contras:

I wish the ticketing feature was better so that we could more easily communicate tickets to engineering that need additional work and support and tag them to multiple customers. The Jira integration doesn't give enough visibility into what's happening in Jira as well. The reports from surveys also aren't the best/a little difficult to use. It's hard to sometimes see how the feedback we receive on questions corresponds with the score.

Excellent for emails management

Comentarios: My overall experience is very positive with Intercom and for sure I will keep using it

Puntos a favor:

I love that I can track all my customers emails from one place and I love that I can see if my customer has seen my email and I can take the correct action after that.

Contras:

customers informed me that emails go to spam. Not sure if thats related because comes form Intercom.

The world of marketing

Comentarios: One of the best applications that I have used and still like you .For its activity and ease

Puntos a favor:

It is one of the best applications in terms of ease of use .It contains many features that help customers in marketing

Contras:

It is a distinctive application, but it is one of the expensive applications for small companies

A pricey but extremely competent choice of chat

Comentarios: Very well! everything from sales calls, onboarding, setup and support have worked very well.

Puntos a favor:

Integration was easy with webhooks easy accessible. It is also very easy to customize chatflows with many different response options, making it a breeze to set up multiple scenarios. I do also enjoy the customization possible to for example have different chat prompts depending on the webpage a visitor goes to. On the other hand this is sometimes a bit overwhelming - I want to explore more and a customer success manager would be nice to have for this.

Contras:

The price. Honestly, it seems like they try to raise and raise to squeeze a lot of money out of small businesses. Also, their pricing model is pretty difficult to understand, so be aware of all the choices you make during your sales call/order.