
Intercom
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Opiniones de 1025
- Sector: Contabilidad
- Tamaño de la empresa: 51-200 empleados
- Software usado A diario durante Más de dos años
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 8.0 /10
software completo para cualquier SaaS
Revisado el 11-08-2023
Muy contentos desde que eramos una startup e incluso ahora como scaleup
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.
Puntos en contra
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.
Alternativas consideradas
Trengo
- Sector: Tecnología y servicios de la información
- Tamaño de la empresa: 11-50 empleados
- Software usado A diario durante Más de dos años
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 3.0 /10
De lo mejor a nivel producto, pero con una atención al cliente nefasta
Revisado el 23-07-2021
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.
Puntos en contra
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
Respuesta de Intercom
Thanks for taking the time to leave us a review Hector. I appreciate all the feedback around our products and it's good to see you are using a varied amount of them.
I'm sorry that our customer service has let you down. We had a few weeks recently where our customer service was not where we wanted it to be. We have implemented new processes to help improve this and hope that the next time you need customer service, you will find it better.
Thanks,
Eabha (Customer Engagement)
- Sector: Producción audiovisual
- Tamaño de la empresa: 2-10 empleados
- Software usado A diario durante 6-12 meses
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 10.0 /10
Profesionalidad
Revisado el 10-02-2021
En general nuestra experiencia con este software es muy buena ya que nos ha permitido ayudar a...
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.
Puntos en contra
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.
Razones para cambiar a Intercom
Elegimos usar Intercom debido a su fácil funcionamiento y integración y a la vez la profesionalidad de su interfaz de cara a los clientes sin tener que configurar excesivamente.Respuesta de Intercom
Thanks for letting us know how Intercom is helping you embrace conversational support and how you're making the most of our automation features too!
I'll make sure your feedback regarding our pricing and packaging get back to the team. We always aim to align the cost you pay with the value you see and it's hard to get that right for every type of business model.
Thanks again,
Kate (Intercom - Customer Engagement)

- Sector: Comercio minorista
- Tamaño de la empresa: 5.001-10.000 empleados
- Software usado A diario durante 6-12 meses
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 10.0 /10
Una excelente herramienta para mejorar el servicio de atención al cliente
Revisado el 02-07-2023
He experimentado una mejora significativa en la comunicación con los clientes. El chat en tiempo...
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.
Puntos en contra
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.
- Sector: Contabilidad
- Tamaño de la empresa: 51-200 empleados
- Software usado A diario durante Más de dos años
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 8.0 /10
Me gusta y no puedo pensar usar otra plataforma
Revisado el 22-09-2023
De forma general contenta.. los departamentos de ventas y de soporte son los mayores usuarios de...
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.
Puntos en contra
El servicio de soporte, se tardan mucho en resolver bugs.
- Sector: Servicios financieros
- Tamaño de la empresa: 11-50 empleados
- Software usado A diario durante Más de un año
-
Fuente de la reseña
Calificación general
- Facilidad de uso
- Probabilidad de recomendación 10.0 /10
Magnífico!
Revisado el 04-08-2023
Puntos a favor
El mejor descubrimiento para nuestra empresa. Lo utilizamos diariamente y tiene un sinfín de funcionalidades.
Puntos en contra
Si bien está bien que sea de pago, no llegamos a utilizar algunas de sus funcionalidades por el alto costo que tienen.
- Sector: Automoción
- Tamaño de la empresa: 2-10 empleados
- Software usado A diario durante 6-12 meses
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 7.0 /10
El mejor Chat
Revisado el 27-04-2023
Puntos a favor
Software de gran calidad y con muchas opciones para gestionar el servicio de atención al cliente
Puntos en contra
Por ahora no te tengo ninguna queja, cumple las expectativas, no es barato pero vale lo que cuesta
- Sector: Tecnología y servicios de la información
- Tamaño de la empresa: 51-200 empleados
- Software usado A diario durante 6-12 meses
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 9.0 /10
Intercom es una plataforma super sencilla de usuar pero genera mucho valor corporativo.
Revisado el 30-11-2022
En generar es una herramienta practica, el precio vs el valor que aporta a cualquier compañia es...
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
Puntos en contra
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"
- Sector: Servicios para el consumidor
- Tamaño de la empresa: 51-200 empleados
- Software usado A diario durante 1-5 meses
-
Fuente de la reseña
Calificación general
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 10.0 /10
El mejor software de Servicio al Cliente
Revisado el 20-05-2022
Excelente, recomiendo a toda empresa que preste un servicio sea a través de Chat o Email.
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.
Puntos en contra
A veces la asignación de tickets no es 100% precisa, se podría mejorar en cuanto a este punto.
- Sector: Marketing y publicidad
- Tamaño de la empresa: Trabajador autónomo
- Software usado A diario durante Prueba gratis
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 10.0 /10
Comunicación efectiva
Revisado el 15-07-2023
Obtengo la habilidad de administrar el correo desde cualquier lugar
Obtengo la habilidad de administrar el correo desde cualquier lugar
Puntos a favor
Chat en tiempo real dirigido a mis consumidores
Puntos en contra
Ninguna, todas se adaptan a mis necesidades básicas
- Sector: Construcción
- Tamaño de la empresa: 2-10 empleados
- Software usado Mensualmente durante 1-5 meses
-
Fuente de la reseña
Calificación general
- Facilidad de uso
- Probabilidad de recomendación 6.0 /10
es una plataforma de servicio al cliente y comunicacion empresarial
Revisado el 11-09-2023
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
Puntos en contra
demasisdas funciones complicadas , puede ser caro . dificil de configurar y utilizar

- Sector: Internet
- Tamaño de la empresa: 2-10 empleados
- Software usado A diario durante 6-12 meses
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 9.0 /10
A Great Lead Capture
Revisado el 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.
Puntos a favor
-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
Puntos en contra
-Would like to combine actions on Intercom
-Hubspot Integration is not perfect; would like to have specific field matching
-Chat flow capabilities are limited
Razones para elegir Intercom
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.Software anterior
LiveChatRazones para cambiar a Intercom
Intercom was recommended to us from other entrepreneurs.- Sector: Tecnología y servicios de la información
- Tamaño de la empresa: 2-10 empleados
- Software usado A diario durante Más de un año
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 7.0 /10
All in one support tool that can grow with you from early stage startup to established...
Revisado el 19-06-2023
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.
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.
Puntos en contra
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.
Razones para elegir Intercom
The Intercom Startup programme is awesome with the features it was able to unlock vs Tidios freemium option.Software anterior
TidioRazones para cambiar a Intercom
The startup programme was the main driver for choosing Intercom over the alternatives.- Sector: Servicios financieros
- Tamaño de la empresa: 2-10 empleados
- Software usado Otro durante Más de dos años
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 1.0 /10
NOT $39 starting price anymore. $59 a month for basic chat function
Revisado el 26-05-2021
My overall experience with Intercom has been poor. we've been using them at the basic level for...
My overall experience with Intercom has been poor. we've been using them at the basic level for three years. I chatted with them to get a demo of their features to upgrade but they refused to give me a demo and finally set me up with a "30" call in which the rep tells me that she won't give me an upgrade after she finds out that i am not interested in the $500/mo annual contract. She says demos are for those upgrading to that level, instead, she'll send me links and prerecorded stuff. And that i can reach out if I have questions. The 30 min call was more like a 5 min conversation which was already difficult to set up.
I've been in sales for over 15 year and when there is an upgrade opportunity regardless how small, I support that client.
If Intercom was the only organization that did what they do, maybe I understand their cockiness and disregard for the smaller organizations. However, there are SO many competitors that provide you with very similar functionalities for less the price and with better customer support.
So yes, I'm annoyed as I am a current user who is doing research on other competitors so I can stop being a customer.
Puntos a favor
It's "popular" and works well if your company is enterprise sized.
Puntos en contra
If you're a start up or a smaller business don't expect to get support.
It's very expensive - starting at 59 dollars a month for one person accessing the basic chat. Sure they offer a few other things but like a team inbox? Most organizations already have an email system and a company chat in place. Next level up is $119 a month that gives you a few more functions.
Until you are paying their $500 a month locked in an annual contract, you are "self serve" customer. Meaning, no support - just their faq/website. Can't even get a good phone call for help.
Respuesta de Intercom
Hi De,
Thanks for leaving us such a detailed and candid review. I'm sorry to hear that you are disappointed with your Intercom experience, it's certainly not what we aim for. While we do tier our support and sales resources based on subscription levels, the max you should be waiting for a response is 2 days. I'll flag this with both our Support and Sales team as it sounds like we haven't met this expectation in your case.
When it comes to pricing we have a number of plan available (including our Early Stage plan where eligible startups get advanced Intercom features and Early Stage Academy at a 95% discount). As Intercom has grown, our pricing has had to evolve alongside this and there's still work to be done in this area. We're aware that no pricing structure will suit every business type but our aim is to truly reflect the value that our product delivers, allowing both your business and ours to succeed. Your feedback is extremely helpful and will be passed on to the team.

- Sector: Electrónica de consumo
- Tamaño de la empresa: 2-10 empleados
- Software usado Semanalmente durante Más de dos años
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 10.0 /10
A complete customer support platform
Revisado el 22-08-2023
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.
Puntos a favor
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.
Puntos en contra
No complaints about the product whatsoever. The product is actively evolving and keeps up with the current technologies.

- Sector: Internet
- Tamaño de la empresa: 11-50 empleados
- Software usado A diario durante Más de dos años
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 8.0 /10
Intercom is a powerful Customer Support Tool
Revisado el 30-03-2021
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.
Puntos a favor
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.
Puntos en contra
Lacks in reporting and knowledge base customization compared to ZenDesk. Innovation in new features can be slow at times.
Alternativas consideradas
Zendesk SuiteRazones para cambiar a Intercom
Intercom was easy to implement and integrated into Zoho directly by previous developers so was a hard sell to switch out.Respuesta de 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)

- Sector: Software informático
- Tamaño de la empresa: 501-1.000 empleados
- Software usado A diario durante Más de dos años
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 4.0 /10
Most overrated thing on the market.
Revisado el 25-04-2021
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.
Puntos a favor
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.
Puntos en contra
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.
Respuesta de 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: Consultoría de gestión
- Tamaño de la empresa: Trabajador autónomo
- Software usado Semanalmente durante Más de un año
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 9.0 /10
Intercom is helping customers success, support, marketing and sales
Revisado el 10-03-2023
It is a perfect solution for a B2B SaaS business.
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.
Puntos en contra
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.
Razones para elegir Intercom
We needed a better platform to serve everything from one place.Razones para cambiar a Intercom
We researched many different solutions. But Intercom was top notch
- Sector: Tecnología y servicios de la información
- Tamaño de la empresa: 51-200 empleados
- Software usado A diario durante Prueba gratis
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 9.0 /10
The review
Revisado el 22-08-2019
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
Puntos a favor
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
Puntos en contra
The inbox is quite poor to use for email conversations only. The articles lack for customization options, too.
Alternativas consideradas
KayakoRazones para elegir Intercom
We want to be closer to the customers and create a top class self-service opportunities.Software anterior
Help ScoutRazones para cambiar a Intercom
Intercom had way better user interface and more convenient chatbot and product tours- Sector: Artículos de lujo y joyería
- Tamaño de la empresa: 501-1.000 empleados
- Software usado Semanalmente durante 6-12 meses
-
Fuente de la reseña
Calificación general
- Facilidad de uso
- Probabilidad de recomendación 10.0 /10
SMS marketing feature is very good on Intercom
Revisado el 30-09-2023
Puntos a favor
Very useful for SMS and email marketing, very easy to use as well.
Puntos en contra
None as such a very easy and easy to use.
- Sector: Automoción
- Tamaño de la empresa: 11-50 empleados
- Software usado Semanalmente durante Prueba gratis
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 8.0 /10
WE like it, but it is very expensive
Revisado el 01-10-2023
Puntos a favor
I like how it works, but too expensive to start using it
Puntos en contra
I really liked it, I do not found any cons.
- Sector: Internet
- Tamaño de la empresa: 11-50 empleados
- Software usado Semanalmente durante 6-12 meses
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 8.0 /10
Amazing customer support
Revisado el 19-01-2021
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
Puntos a favor
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.
Puntos en contra
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.
Razones para elegir Intercom
Sendgrid actually lost all of our contacts and have terrible supportSoftware anterior
SendGridRespuesta de 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: Software informático
- Tamaño de la empresa: 11-50 empleados
- Software usado A diario durante Más de dos años
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 6.0 /10
Mostly great, with some glaring issues
Revisado el 02-02-2023
Mostly positive, but even so we are in the process of switching to another tool that has more...
Mostly positive, but even so we are in the process of switching to another tool that has more straightforward pricing and complete features.
Puntos a favor
Generally Intercom is easy to use and their documentation is quite good, so it's usually easy to find the answer to any question we might have. Anytime a new feature or change is rolled out, they offer pretty solid onboarding and walk you through how to get the most out of it. In terms of capabilities, I'd say Intercom offers more than most. Many options for integrations. We use it for lead generation, email marketing, customer engagement, and tickets. In all cases it is pretty quick and easy to use and easy to collaborate with team members.
Puntos en contra
We've been using Intercom for years without any significant issues, but over the past 2-3 years it has grown and evolved in ways that haven't always been positive. Their customer support is much slower and less responsive than they once were. As they've added new features and capabilities they've also increased fees and now you have to pay separately for every tiny thing. It seems like every single feature in the platform requires a paid upgrade and this rapidly and significantly increases the cost. Reporting is very weak and only goes back a few months (it's so bad that we don't use any of it... all of our reporting is done externally with integrations).Finally, and perhaps most significantly, many of their features don't really work the way they are marketed or the way that you'd expect. This has led to continuous disappointments when we learn that certain features don't really do what they claim to do. They are must more limited than they appear, and when you speak to their customer support about it they are always scrambling to offer you some sort of a workaround. Workarounds can be fine, but they shouldn't be required so frequently, especially for such an expensive tool.
- Sector: Marketing y publicidad
- Tamaño de la empresa: 2-10 empleados
- Software usado A diario durante Más de dos años
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 6.0 /10
Great product, poor pricing and support
Revisado el 14-01-2021
Intercom helped us provide better support and engage more visitors and clients.
Intercom helped us provide better support and engage more visitors and clients.
Puntos a favor
Intercom is super easy to use and implement. It's packed with time-saving features.
Puntos en contra
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.
Software anterior
GrooveRazones para cambiar a Intercom
It included a knowledge base.Respuesta de 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)
- Sector: Software informático
- Tamaño de la empresa: 2-10 empleados
- Software usado A diario durante Más de un año
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 0.0 /10
No support, outrageous pricing and shady billing practices
Revisado el 14-03-2023
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.
Puntos a favor
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.
Puntos en contra
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.
Respuesta de 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)