¿Quién usa Intercom?

Intercom cuenta con más de 30 000 clientes en todo el mundo, desde grandes empresas como New Relic, Sothebys y Shopify hasta empresas más pequeñas como Airtable y Coda.

¿Qué es Intercom?

Intercom ofrece un conjunto de productos de mensajería para empresas que aceleran el crecimiento a lo largo del ciclo de vida del cliente. Proporciona una plataforma de crecimiento completa para marketing, ventas y asistencia. Las empresas más exitosas del mundo como Atlassian, Shopify y New Relic usan Intercom para impulsar el crecimiento a través de chat, bots y comunicaciones personalizadas con los clientes.

Información sobre Intercom

Intercom

https://www.intercom.com/

Fundada en 2011

Resumen de precios de Intercom

Intercom no tiene versión gratuita, pero ofrece una prueba gratis. La versión de pago de Intercom está disponible a partir de USD 39.00/mes.

Precio inicial

USD 39.00/mes

Versión gratuita

No

Prueba gratis

Implementación

En la nube, SaaS, web

Móvil: nativo de iOS

Móvil: nativo de Android

Formación

En directo en línea

Seminarios web

Documentación

Asistencia

Horas laborables

En línea

Funciones de Intercom

Herramientas de automatización de marketing
Análisis y seguimiento del ROI
CTA personalizables
Campañas de goteo
Contenido dinámico
Evaluación de clientes potenciales
Inteligencia de ventas
Marketing de búsqueda
Marketing social
Pruebas A/B
Páginas de aterrizaje y formularios web
Segmentación
Seguimiento de visitantes de la web
Autorrespondedores
Biblioteca de imágenes
Campañas de goteo
Conformidad CAN SPAM
Contenido dinámico
Correo electrónico activado por evento
Correos electrónicos optimizados para el formato móvil
Creación de informes/análisis
Editor de correo electrónico WYSIWYG
Encuestas de cliente
Gestión de listas
Gestión de modelos
Gestión de suscriptores
Pruebas A/B
Páginas de aterrizaje y formularios web
Base de datos de contactos
Búsqueda de clientes potenciales
Captura de clientes potenciales
Evaluación de clientes potenciales
Generación de clientes potenciales
Gestión del pipeline
Importación y exportación de datos
Integración de base de datos de clientes potenciales
Segmentación de clientes potenciales
Verificación/validación de leads
Chat proactivo
Creación de marca personalizable
Formulario sin conexión
Geofocalización
Integración de terceros
Respuestas prediseñadas
Seguimiento de visitantes de la web
Transferencias/enrutamiento
Uso compartido de la pantalla
Alertas y alzada
Asistente virtual
Base de conocimientos
Chat en vivo
Encuestas y comentarios
Gestión de centros de atención telefónica
Gestión de citas
Gestión de colas de espera
Gestión de correo electrónico
Gestión de flujos de trabajo
Integración de redes sociales
Métricas de rendimiento
Portal de autoservicio

Reseñas de Intercom

Mostrando 5 de 703 reseñas

En general
4.5/5
Facilidad de uso
4.4/5
Atención al cliente
4.4/5
Funcionalidades
4.3/5
Relación calidad-precio
4.1/5
Liam M.
People Operations Manager
Software informático, 13-50 empleados
Ha utilizado el software durante: 6-12 meses
  • Valoración global
    5/5
  • Facilidad de uso
    5/5
  • Características y funcionalidades
    4/5
  • Asistencia técnica
    5/5
  • Relación calidad-precio
    4/5
  • Probabilidad de recomendación
    10/10
  • Fuente de la reseña 
  • Publicado el 1/8/2019

"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.

  • Fuente de la reseña 
  • Publicado el 1/8/2019
Peter C.
Dir. User Experience
Salud, bienestar y deporte, 2-10 empleados
Ha utilizado el software durante: Más de un año
  • Valoración global
    4/5
  • Facilidad de uso
    3/5
  • Características y funcionalidades
    5/5
  • Asistencia técnica
    4/5
  • Relación calidad-precio
    4/5
  • Probabilidad de recomendación
    8/10
  • Fuente de la reseña 
  • Publicado el 13/12/2019

"Complete Package"

Comentarios: We had the opportunity to start fresh with a new ticket system/knowledge base so were shopping around. We came across Intercom and never looked back. While it has those things it is so much more being a central place to manage all our client related communications. It is by far the application I use most day-to-day.

Puntos a favor: Using Intercom has been an amazing experience. It is well thought out, full featured and continues to improve all the time. It has become an essential tool to communicate with our leads/clients. What is great is we can reach them (and they reach us) wherever they are: our website, in our web app, our mobile apps, email, etc.

Contras: While it starts off cheap depending on the features you choose to use and your volume it can start to get expensive quick. I'm not saying the product still doesn't provide value (it absolutely does) just if I had to pick what I liked least I would say cost.

Respuesta de proveedores

por Intercom el 18/12/2019

Hi Peter,

We really appreciate you leaving us a review and are so happy to hear Intercom is an essential part of your customer communication.

Thanks also for your feedback on pricing. We work really hard to align our pricing to the value you are seeing. Please get in touch if you would like to discuss your subscription options with us.

Kate (Intercom - Customer Engagement)

  • Fuente de la reseña 
  • Publicado el 13/12/2019
Brent M.
Co-Founder and CTO
Internet, 2-10 empleados
Ha utilizado el software durante: Más de un año
  • Valoración global
    5/5
  • Facilidad de uso
    5/5
  • Características y funcionalidades
    5/5
  • Asistencia técnica
    5/5
  • Relación calidad-precio
    4/5
  • Probabilidad de recomendación
    10/10
  • Fuente de la reseña 
  • Publicado el 22/6/2020

"The best way to interact with users"

Comentarios: Extremely well thought through product, with all the important stuff you need to rely on it to solve your CS needs.

Puntos a favor: It's so powerful and easy to use! It was effortless to set up, and all our business users (who've never done customer support before), find it very easy to use, and the users love it too.

Contras: The pricing adds up if you want your whole team using it. We'd love our engineers to be able to chime in with support conversations, but it's a bit too expensive to have everyone using it as a small business.

Respuesta de proveedores

por Intercom el 24/6/2020

Thanks so much for leaving us this review Brent. It's great to hear that Intercom is solving your CS needs and that there's so much love for the tools internally AND externally!

I've made sure to send your feedback about pricing on to the team here. We always aim to align this with the value you're seeing from the product, however I totally get wanting to add colleagues for collaboration purposes.

Thanks again,
Kate (Intercom - Customer Engagement)

  • Fuente de la reseña 
  • Publicado el 22/6/2020
Guy Z.
Manager
Servicios de información, 51-200 empleados
Ha utilizado el software durante: Más de dos años
  • Valoración global
    1/5
  • Facilidad de uso
    1/5
  • Características y funcionalidades
    1/5
  • Asistencia técnica
    1/5
  • Relación calidad-precio
    1/5
  • Probabilidad de recomendación
    0/10
  • Fuente de la reseña 
  • Publicado el 25/2/2020

"Horrendous company, be careful of getting locked in"

Comentarios: Absolutely horrible in every possible way.

Puntos a favor: The UI allowing to construct auto-messages

Contras: 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.

Respuesta de proveedores

por Intercom el 4/3/2020

Hi Guy - first off, I want to apologize for the difficulties you've had. Since Intercom started, we've focused entirely on the idea of strong customer relationships and I'm sorry that we let you down here. I hope I can clarify why these pricing changes are being made and provide some more context.

We've recently changed our pricing model to a simpler one that we believe is better aligned with the value our customers get from the product. That meant an increase in price for some customers and a decrease for others.
Getting pricing right at Intercom has admittedly always been really challenging for us, but we don't want you to feel this way.

I'm sorry to see you go as a customer. If you'd like to speak to your account manager (or me directly) about what happened for your account specifically, we'd really love to chat. You can email me (phil at intercom dot com) if you're open to a conversation.

Phil (Intercom - Customer Engagement)

  • Fuente de la reseña 
  • Publicado el 25/2/2020
Usuario verificado
CX Supervisor
Alimentación y bebidas, 13-50 empleados
Ha utilizado el software durante: Más de dos años
  • Valoración global
    5/5
  • Facilidad de uso
    5/5
  • Características y funcionalidades
    4/5
  • Asistencia técnica
    5/5
  • Relación calidad-precio
    5/5
  • Probabilidad de recomendación
    10/10
  • Fuente de la reseña 
  • Publicado el 28/4/2020

"Great intuitive software "

Comentarios: Using this to answer incoming customer inquiries, resolution not, faq, and more

Puntos a favor: Easily merges email and live chat on one platform. Integrates loads of other software too. Also has built in reporting and lots of features that come standard

Contras: Cannot merge tickets like other platforms do. Some reporting could use deeper drill downs and insights

Respuesta de proveedores

por Intercom el 6/5/2020

Thanks for taking the time to let us know about your Intercom experience. I'm glad we're helping you manage your multi-channel support.

I've made sure to pass your feedback on ticketing and reporting on to the Product Team as I know we have a few plans in the workds that could address these.

Thanks again,
Kate (Intercom - Customer Engagement)

  • Fuente de la reseña 
  • Publicado el 28/4/2020