Intercom

Plataforma de mensajería al cliente para ventas, marketing y asistencia

4.5 /5 (740 opiniones) ¡Escribe una reseña!

Información general sobre Intercom

¿Qué es Intercom?

Intercom es una plataforma de comunicación con el cliente con un conjunto de productos integrados para cada equipo, que incluye ventas, marketing, productos y asistencia. Estos productos permiten la comunicación dirigida con los clientes en tu sitio web, dentro de tu web y aplicaciones móviles y por correo electrónico.

Esto contrasta con la antigua forma en que una empresa utiliza una maraña de soluciones puntuales, como la automatización de marketing o los productos de asistencia técnica, con cada equipo que opera en un silo. Esto hace que sea difícil para los equipos trabajar juntos y estar en la misma página, lo que resulta en una experiencia inconexa y muy impersonal para el cliente.

Intercom tiene 17 000 clientes de pago en todo el mundo, desde empresas como General Assembly, ZenPayroll e Invision, hasta empresas públicas como Ancestry.com, New Relic y Shopify.

Información general sobre Intercom

Precio

A partir de
USD 38.00/mes

Opciones de precios

Prueba gratis
Suscripción
Relación calidad-precio

Funciones de Intercom

Dispositivos
Tamaño de la empresa
P M G
Disponible en los países siguientes
Estados Unidos, Canadá, Reino Unido, Australia, Alemania
Idiomas admitidos
Alemán, Checo, Chino (simplificado), Chino (tradicional), Coreano y otros 17, Danés, Español, Finés, Francés, Hebreo, Húngaro, Indonesio, Inglés, Italiano, Japonés, Neerlandés, Noruego, Portugués, Ruso, Sueco, Turco, Árabe

Medios

Manage and respond to all conversations from a shared team inbox with notes and live customer profiles
Segment customers in order to target the right groups of people with the right messaging, at the right time
A/B test messages to continually improve performance
Announce new features and products with targeted emails to users
View team performance and plan ahead with Intercom reports
Modern Messenger
Send auto-messages to website visitors
Save commonly used replies
Suggested Articles
Smarter Knowledge Base
Captura de pantalla de Intercom: Manage and respond to all conversations from a shared team inbox with notes and live customer profiles Captura de pantalla de Intercom: Segment customers in order to target the right groups of people with the right messaging, at the right time Captura de pantalla de Intercom: A/B test messages to continually improve performance Captura de pantalla de Intercom: Announce new features and products with targeted emails to users Captura de pantalla de Intercom: View team performance and plan ahead with Intercom reports Captura de pantalla de Intercom: Modern Messenger Captura de pantalla de Intercom: Send auto-messages to website visitors Captura de pantalla de Intercom: Save commonly used replies Captura de pantalla de Intercom: Suggested Articles Captura de pantalla de Intercom: Smarter Knowledge Base

Opiniones de Intercom

Opiniones de Intercom

Calificación general
4.5
/
5
Excelente
486

Muy bien
181

Normal
49

Pobre
9

Malo
15

Relación calidad-precio
4
Funciones
4.3
Facilidad de uso
4.4
Asistencia al cliente
4.3
90% Un ha recomendado esta aplicación
Liam M.

Not Much Competition

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


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Beat R.

Advertising for Intercom in every E-Mail

We have been using the solution productively for some time now, then discontinued it for cost reasons. Now a plan was booked and cancelled in a new subscription structure again as a test.

In the plans up to Pro, the customer also figures as an advertising slingshot, since an advertising line for intercom is always included in every e-mail. Since we did not want this at all (after all, the plan already costs 99 dollars / month) the test was finally cancelled. Intercom didn't want to offer a solution to this, except to offer updates to the next higher subscription (499 dollars / month) which is not affordable for a small company.


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Grégoire D.

Great product, poor pricing and support

Intercom helped us provide better support and engage more visitors and clients.


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Susanna N.

Unreponsive and caused a severe service disruption

When COVID hit, we were evaluating our software solutions and inquired about switching from an annual contract to month-to-month. We asked what the changes to our pricing and feature suite would be if we moved forward with that change. We didn't get a response. Instead I received an automated email from their [SENSITIVE CONTENT HIDDEN] that our contract was cancelled effective September 20. We reached out and for several days, did not get a response. On September 17th, our service was completely halted in the middle of the workday. Our team was unable to respond to any customer tickets for the remainder of the day. When we finally did get a hold of someone, they told us they were switching us to month to month, just as we had asked. We were told that was a completely different business platform and required a transition. None of this was communicated to us prior to the (entirely preventable) service outage, and again, we were just inquiring about the options should we choose to switch. We lost our settings as well as a previously agreed upon pricing discount built into our contract when they made this change.

A manager was brought onto the phone and we were told they would get back to us with a concession because of the severe service disruption. We were never contacted again, until today when I was sent an email stating that they will not offer any concessions and they are sad to see us go, but that my Relationship Manager [SENSITIVE CONTENT HIDDEN], will no longer be available to me starting next week.


Traducir con Google
Damola B.

Supercharge Your Customer Interactions

I am able to deploy a simple interface that helps customers interact with our team while they use our software. The team is also able to get direct notifications on their email, Smartphone apps and Slack (via the Intercom<>Slack integration) and respond promptly to queries.

I am able to deploy product tours to users while they use our software. It helps us scale our support in ways we couldn't get done in the past.

Finally, we are able to assess user actions across various touchpoints and sections of our software. We are also able to gauge our performance with supporting users. i.e. response time, user satisfaction with support interections etc.

All together, Intercom is one of the best decisions we've made as a startup so far!


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Liam M.
Sector: Software informático
Tamaño de la empresa: 11-50 empleados
Traducir a español
Traducir a español

Not Much Competition

Software usado Semanalmente durante 6-12 meses
Revisado el 1/8/2019
Fuente de la reseña: Capterra

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.

Puntos en contra

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.

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación: 10.0/10

Beat R.
Sector: Internet
Tamaño de la empresa: 2-10 empleados
Traducir a español
Traducir a español

Advertising for Intercom in every E-Mail

Software usado A diario durante 6-12 meses
Revisado el 17/7/2020
Fuente de la reseña: Capterra

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.

Puntos a favor

+ 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.

Puntos en contra

- 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.

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Respuesta de 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)

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación: 2.0/10

Grégoire D.
Sector: Marketing y publicidad
Tamaño de la empresa: 2-10 empleados
Traducir a español
Traducir a español

Great product, poor pricing and support

Software usado A diario durante Más de dos años
Revisado el 14/1/2021
Fuente de la reseña: Capterra

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.

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación: 6.0/10

Susanna N.
Sector: Hospital y atención sanitaria
Tamaño de la empresa: 11-50 empleados
Traducir a español
Traducir a español

Unreponsive and caused a severe service disruption

Software usado A diario durante Más de dos años
Revisado el 2/12/2020
Fuente de la reseña: Capterra

When COVID hit, we were evaluating our software solutions and inquired about switching from an annual contract to month-to-month. We asked what the changes to our pricing and feature suite would be if we moved forward with that change. We didn't get a response. Instead I received an automated email from their [SENSITIVE CONTENT HIDDEN] that our contract was cancelled effective September 20. We reached out and for several days, did not get a response. On September 17th, our service was completely halted in the middle of the workday. Our team was unable to respond to any customer tickets for the remainder of the day. When we finally did get a hold of someone, they told us they were switching us to month to month, just as we had asked. We were told that was a completely different business platform and required a transition. None of this was communicated to us prior to the (entirely preventable) service outage, and again, we were just inquiring about the options should we choose to switch. We lost our settings as well as a previously agreed upon pricing discount built into our contract when they made this change.

A manager was brought onto the phone and we were told they would get back to us with a concession because of the severe service disruption. We were never contacted again, until today when I was sent an email stating that they will not offer any concessions and they are sad to see us go, but that my Relationship Manager [SENSITIVE CONTENT HIDDEN], will no longer be available to me starting next week.

Puntos a favor

When we were first started using them, they were flexible, had great customer service, and seemed genuinely invested in helping us succeed.

Puntos en contra

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.

Traducir a español

Respuesta de 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)

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación: 0.0/10

Damola B.
Sector: Internet
Tamaño de la empresa: 2-10 empleados
Traducir a español
Traducir a español

Supercharge Your Customer Interactions

Software usado A diario durante 6-12 meses
Revisado el 6/10/2020
Fuente de la reseña: Capterra

I am able to deploy a simple interface that helps customers interact with our team while they use our software. The team is also able to get direct notifications on their email, Smartphone apps and Slack (via the Intercom<>Slack integration) and respond promptly to queries.

I am able to deploy product tours to users while they use our software. It helps us scale our support in ways we couldn't get done in the past.

Finally, we are able to assess user actions across various touchpoints and sections of our software. We are also able to gauge our performance with supporting users. i.e. response time, user satisfaction with support interections etc.

All together, Intercom is one of the best decisions we've made as a startup so far!

Puntos a favor

I like that users are able to reach us at Mercurie for our flagship product. I also love that we are able tosend them emails triggered by rules set by us. I also love the various apps I can integrate to our company account. It has made interaction with users so much easier and richer.

I almost forgot the in-app tours and the new features they release every month. As a leader in a startup that owns a SaaS solution, I am always inspired by Intercom every time I use it. As a user, I am all to delighted every time I interact with the software.

Puntos en contra

To be honest, nothing really. Maybe the learning curve that comes with figuring it out at first, but they have a robust help centre and academy that resolves areas where we lack clarity.

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Respuesta de Intercom

Thanks for leaving us this review Damola. It's wonderful to hear that Intercom is helping you communicate and interact with your users in such a rich way!

You're right that the learning curve with Intercom can be pretty steep as the tool is so powerful, and our Product Education team are hard at work creating content to help at every step. Make sure to check out our free online Intercom Academy courses, webinars and our new customer community Interconnected, as these are all great ways to continue your learning.

Thanks again,
Kate (Intercom - Customer Engagement)

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación: 10.0/10

Recomendación de usuario
8.4/10
Basado en 740 valoraciones de usuarios
Compara con las alternativas según las recomendaciones de los usuarios
Compara las alternativas

Precios de Intercom

Precios de Intercom

A partir de
USD 38.00/mes
Prueba gratis
Suscripción
Relación calidad-precio
Relación calidad-precio
4/5
Basado en 740 valoraciones de usuarios
Compara las alternativas según la relación calidad-precio
Compara las alternativas

Funciones de Intercom

Funciones de Intercom

API
Análisis de campaña
Análisis de participación
Análisis en tiempo real
Creación de informes y estadísticas
Creación de marca personalizable
Gestión de campañas
Gestión de contenidos
Importación y exportación de datos
Integración de redes sociales
Integración de terceros
Interfaz para arrastrar y soltar
Marketing de redes sociales
Marketing multicanal
Modelos personalizables
Notificaciones automáticas
Panel de actividades
Pruebas A/B
Segmentación de campañas
Supervisión
Funciones
4.3/5
Basado en 740 valoraciones de usuarios
Compara con las alternativas según la valoración de características
Compara las alternativas

Categorías

Preguntas frecuentes sobre Intercom

Preguntas frecuentes sobre Intercom

He aquí algunas preguntas frecuentes sobre Intercom.

P. ¿Qué tipo de planes de precios ofrece Intercom?

Intercom ofrece los siguientes planes de precios:

A partir de: USD 38.00/mes

Modelo de precios: Suscripción

Prueba gratis: Disponible

P. ¿Cuáles son las características principales de Intercom?

No tenemos información sobre las características de Intercom

P. ¿Quiénes son los usuarios habituales de Intercom?

Los clientes habituales de Intercom son:

Empresas pequeñas, Empresas Grandes, Empresas medianas

P. ¿Qué idiomas admite Intercom?

Intercom admite los siguientes idiomas:

Alemán, Checo, Chino (simplificado), Chino (tradicional), Coreano, Danés, Español, Finés, Francés, Hebreo, Húngaro, Indonesio, Inglés, Italiano, Japonés, Neerlandés, Noruego, Portugués, Ruso, Sueco, Turco, Árabe

P. ¿Qué tipo de planes de precios ofrece Intercom?

Intercom cuenta con los siguientes planes de precios:

Suscripción

P. ¿Intercom es compatible con dispositivos móviles?

Intercom admite los siguientes dispositivos:

Android, iPhone, iPad

P. ¿Con qué otras aplicaciones se integra Intercom?

Intercom se integra con las siguientes aplicaciones:

Bitium, Campaign Monitor, ChurnSpotter, Front, Klipfolio, PARiM, Slack, Stripe, Zapier, Zendesk

P. ¿Qué tipo de asistencia ofrece Intercom?

Intercom ofrece las siguientes opciones de asistencia:

Preguntas frecuentes, Foro, Base de conocimientos, Asistencia en línea, Tutoriales en vídeo