Avaliações do Intercom

Agilize seu Atendimento ao Cliente com Eficiência e Automação

Comentários: Minha experiência geral com o Intercom foi positiva. Achei as funcionalidades abrangentes muito úteis, além da facilidade de integração com outras ferramentas e a capacidade de escalar conforme minha empresa crescia. No entanto, devo admitir que enfrentei uma curva de aprendizado inicial para me familiarizar com todas as configurações e recursos disponíveis. Além disso, o preço foi um aspecto que exigiu consideração, principalmente para empresas menores com orçamentos mais limitados. Apesar desses desafios, acredito que o Intercom é uma plataforma muitooo eficaz para o atendimento ao cliente. super recomendo!

Vantagens:

Pontos positivos:Funcionalidades abrangentes: O Intercom oferece uma variedade de recursos, desde bate-papo em tempo real até automação de marketing e gerenciamento de tickets, permitindo um atendimento abrangente aos clientes.Integração e escalabilidade: O Intercom se integra facilmente a outras ferramentas e plataformas, possibilitando personalização e automação avançadas. Além disso, é escalável para atender às demandas crescentes de empresas em crescimento.

Desvantagens:

Pontos negativos:Curva de aprendizado inicial: Para usuários iniciantes, pode ser necessário algum tempo para se familiarizar com todas as funcionalidades e configurações do Intercom.Preço: Dependendo do tamanho da empresa, os planos de preços do Intercom podem ser considerados caros, o que pode limitar o acesso a determinados recursos, especialmente para empresas menores com orçamentos mais restritos.

Uma ferramenta poderosa, mas com um custo a considerar

Comentários: Em última análise, a decisão de utilizar o Intercom deve ser tomada considerando tanto o valor que ele agrega ao negócio quanto a capacidade financeira da empresa para investir nessa ferramenta de comunicação.

Vantagens:

Desde o momento em que começamos a utilizar o Intercom, percebi uma melhoria significativa na forma como gerenciamos as interações com os clientes. Uma das principais características que me impressionou foi o chat ao vivo. Nossa equipe agora pode responder às perguntas e preocupações dos clientes em tempo real, o que resultou em uma satisfação muito maior por parte deles.

Desvantagens:

Embora o Intercom ofereça uma série de recursos valiosos e tenha sido uma ferramenta essencial em minha experiência de trabalho, é importante mencionar que seu custo pode ser considerado alto para algumas empresas, principalmente aquelas em estágios iniciais ou com orçamentos mais limitados.

Revolucionando a comunicação empresarial moderna

Comentários: Como analista de TI, recomendo fortemente o software Intercom para qualquer empresa em busca de uma solução abrangente de comunicação. Sua plataforma integrada, recursos de chat ao vivo e automação de marketing são excelentes. A interface intuitiva e o suporte ao cliente são igualmente impressionantes. Um investimento valioso para impulsionar a eficiência e o engajamento da equipe.

Vantagens:

O software Intercom é uma solução incrível de comunicação interna e externa. Fácil de usar, escalável e altamente eficiente. Recomendo

Desvantagens:

Os preços do Intercom podem ser um desafio para empresas de pequeno porte, limitando seu acesso a recursos avançados de comunicação.

Muito caro, extremamente caro

Comentários: Não gostei muito por conta do preço.

Vantagens:

Tem uma interface muito bonita, é fácil realizar as ações de suporte com um usuário.

Desvantagens:

Tudo é pago, se você quiser um add-on, prepare-se, pois você paga a parte. Tudo, tudo, eu digo tudo mesmo, é pago a parte. Basicamente é o produto com o valor mais absurdo que eu já vi.

Ferramenta robusta e incrível

Comentários: Experiência fácil, prática e intuitiva.

Vantagens:

A gestão multicanais da ferramenta é um ponto incrível. Muitas vezes os clientes abrem chamados por canais distintos, porém, o intercom organiza de forma fantástica essa demanda.

Desvantagens:

Acredito que o alto custo seja o principal ponto negativo.

Ótimo aplicativo para o microempreendedor

Vantagens:

O SMS em massa tem meu coração , a facilidade de atingir os clientes é a melhor opção de aplicativo

Desvantagens:

Para mim todos os recursos com a funcionalidade que eu uso estão dentro do meu agrado.

Excelente plataforma de comunicação integrada.

Comentários: O Intercom é uma ferramenta poderosa para a comunicação com clientes. Sua interface intuitiva e recursos avançados de bate-papo e suporte tornam-no uma escolha recomendada para empresas que desejam melhorar seu atendimento ao cliente e fortalecer o relacionamento com os usuários.

Vantagens:

A facilidade de uso e a capacidade de interagir com os clientes em tempo real, proporcionando um excelente atendimento.

Desvantagens:

Às vezes, o sistema pode ser um pouco lento ao carregar grandes volumes de dados.

Muito útil

Vantagens:

Aplicativo extremamente útil para o meu negócio.

Desvantagens:

Em alguns momentos senti que estava mais lento em alguns recursos mas nada que atrapalhe o dia a dia.

ótima em tempo real

Vantagens:

Fácil de usar, converso em tempo real com cada usuário, visualização de design excelente

Desvantagens:

Poucos explorado e divulgado, por isso, as vezes os usuarios não acessam

software muito bom

Vantagens:

é uma ferramenta que fornece um ótimo atendimento ao cliente por sua rapidez.

Desvantagens:

sistema com alto nível de complexidade.

BEST APP FOR LIVE CHAT

Vantagens:

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

Desvantagens:

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

Not Much Competition

Comentários: 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.

Vantagens:

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.

Desvantagens:

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.

Comentários: 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.

Vantagens:

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

Desvantagens:

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

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

Vantagens:

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

Desvantagens:

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

Comentários: 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.

Vantagens:

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.

Desvantagens:

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

Vantagens:

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.

Desvantagens:

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

Comentários: 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.

Vantagens:

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.

Desvantagens:

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

Intercom review

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

Vantagens:

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

Desvantagens:

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

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

Vantagens:

provision of software that specializes in business messaging

Desvantagens:

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.

Vantagens:

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

Desvantagens:

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

Comentários: 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.

Vantagens:

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.

Desvantagens:

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

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

Vantagens:

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.

Desvantagens:

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

Comentários: 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.

Vantagens:

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

Desvantagens:

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

Comentários: 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.

Vantagens:

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.

Desvantagens:

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.

Horrendous company, be careful of getting locked in

Comentários: Absolutely horrible in every possible way.

Vantagens:

The UI allowing to construct auto-messages

Desvantagens:

They lure companies in to integrating intercom into the workflows and take advantage of the difficulty of later migrating to another product, in order to jack up the prices to ridiculous levels. We've had to complain multiple times each year for drastic overcharges (think 3x) and fight with them for months until they would process some refund (after numerous lies and diversion attempts by their reps). Unethical company, unethical staff, can't be trusted one bit as a business partner. Also be aware that they do not grandfather plans, and you are at their mercy, they can at any time give you a short notice before "updating" the pricing structure. The most recent "update" would have caused a ~5x in price, getting us to flee to another provider at a great internal cost.