Wer verwendet Intercom?

Intercom hat weltweit über 30.000 zahlende Kund*innen, darunter große Unternehmen wie New Relic, Sothebys und Shopify sowie kleinere Unternehmen wie Airtable und Coda.

Was ist Intercom?

Intercom entwickelt eine Reihe von Messaging-First-Produkten für Unternehmen, um das Wachstum über den gesamten Kundenlebenszyklus hinweg zu beschleunigen. Das Unternehmen bietet eine komplette Wachstumsplattform für Marketing, Vertrieb und Support. Die weltweit erfolgreichsten Unternehmen wie Atlassian, Shopify und New Relic nutzen Intercom, um das Wachstum mithilfe von Chat-Funktionen, Bots und personalisierter Kundenkommunikation voranzutreiben.

Intercom – Details

Intercom

https://www.intercom.com/

Gegründet 2011

Intercom – Kostenübersicht

Intercom bietet keine Gratisversion, aber eine kostenlose Testversion. Die kostenpflichtige Version von Intercom ist ab 39,00 $/Monat verfügbar.

Startpreis

39,00 $/Monat

Kostenlose Version

Nein

Gratis Testen

Ja

Einsatz

Cloud, SaaS, Web

Mobile - iOS Native

Mobile - Android Native

Training

Live Online

Webinare

Dokumentation

Kundenbetreuung

Support während der Geschäftszeiten

Online

Intercom Funktionen

E-Mail Marketing Software
A/B-Tests
Abonnenten-Management
Automatische Antworten
Berichterstattung / Analyse
Bildbibliothek
CAN SPAM-Compliance
Drip-Kampagnen
Dynamische Inhalte
Ereignisgesteuerte E-Mail
Kundenbefragungen
Mailinglisten-Management
Mobil-ootimierte E-Mails
Vorlagen-Management
WYSIWYG-Email-Editor
Zielseiten / Web-Formulare
Call-Center-Management
E-Mail-Management
Leistungskennzahlen
Live-Chat
Self-Service Portal
Social-Media-Integration
Terminverwaltung
Umfragen & Feedback
Virtueller Assistent
Warnungen / Eskalation
Warteschlangenmanagement
Wissensdatenbank
Workflow-Management
Daten-Import / -Export
Kontakt-Datenbank
Lead Scoring
Lead Segmentierung
Lead-Datenbank-Integration
Lead-Erfassung
Lead-Pflege
Lead-Verifizierung/-Validierung
Pipeline-Management
Planungs-Tools
Bildschirm teilen
Geo-Zielgruppenerfassung
Integration von Dritten
Kundenspezifisches Branding
Offline-Formular
Proaktiver Chat
Transfer / Weiterleitung
Vorformulierte Antworten
Websitebesucher-Nachverfolgung
A/B-Tests
Analytik / ROI-Verfolgung
Anpassbare CTAs
Drip-Kampagnen
Dynamische Inhalte
Lead Scoring
Sales Intelligence
Segmentierung
Social Marketing
Suchmaschinen-Marketing
Websitebesucher-Nachverfolgung
Zielseiten / Web-Formulare

Der Softwareanbieter hat diese Information nicht vervollständigt.

Intercom – Nutzerbewertungen

Zeigt 5 von 691 Nutzerbewertungen

Gesamt
4,5/5
Benutzerfreundlichkeit
4,4/5
Kundenservice
4,4/5
Funktionen
4,4/5
Preis-Leistungs-Verhältnis
4,1/5
Liam M.
People Operations Manager
Computer-Software, 13-50 Mitarbeiter
Verwendete die Software für: 6-12 Monate
  • Gesamtbewertung
    5/5
  • Benutzerfreundlichkeit
    5/5
  • Eigenschaften & Funktionalitäten
    4/5
  • Kundenbetreuung
    5/5
  • Preis-Leistungs-Verhältnis
    4/5
  • Wahrscheinlichkeit der Weiterempfehlung
    10/10
  • Quelle des Nutzers 
  • Bewertet am 1.8.2019

"Not Much Competition"

Kommentare: 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.

Vorteile: 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.

Nachteile: 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.

  • Quelle des Nutzers 
  • Bewertet am 1.8.2019
Jennie Z.
Marketing Manager
Internet, 2-10 Mitarbeiter
Verwendete die Software für: 6-12 Monate
  • Gesamtbewertung
    5/5
  • Benutzerfreundlichkeit
    4/5
  • Eigenschaften & Funktionalitäten
    3/5
  • Kundenbetreuung
    4/5
  • Preis-Leistungs-Verhältnis
    5/5
  • Wahrscheinlichkeit der Weiterempfehlung
    9/10
  • Quelle des Nutzers 
  • Bewertet am 15.10.2019

"A Great Lead Capture"

Kommentare: 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.

Vorteile: -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

Nachteile: -Would like to combine actions on Intercom
-Hubspot Integration is not perfect; would like to have specific field matching
-Chat flow capabilities are limited

  • Quelle des Nutzers 
  • Bewertet am 15.10.2019
Verifizierter Rezensent
CX Supervisor
Essen & Trinken, 13-50 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
  • Gesamtbewertung
    5/5
  • Benutzerfreundlichkeit
    5/5
  • Eigenschaften & Funktionalitäten
    4/5
  • Kundenbetreuung
    5/5
  • Preis-Leistungs-Verhältnis
    5/5
  • Wahrscheinlichkeit der Weiterempfehlung
    10/10
  • Quelle des Nutzers 
  • Bewertet am 28.4.2020

"Great intuitive software "

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

Vorteile: 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

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

Antwort des Softwareanbieters

von Intercom an 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)

  • Quelle des Nutzers 
  • Bewertet am 28.4.2020
Guy Z.
Manager
Informationsdienst, 51-200 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
  • Gesamtbewertung
    1/5
  • Benutzerfreundlichkeit
    1/5
  • Eigenschaften & Funktionalitäten
    1/5
  • Kundenbetreuung
    1/5
  • Preis-Leistungs-Verhältnis
    1/5
  • Wahrscheinlichkeit der Weiterempfehlung
    0/10
  • Quelle des Nutzers 
  • Bewertet am 25.2.2020

"Horrendous company, be careful of getting locked in"

Kommentare: Absolutely horrible in every possible way.

Vorteile: The UI allowing to construct auto-messages

Nachteile: 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.

Antwort des Softwareanbieters

von Intercom an 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)

  • Quelle des Nutzers 
  • Bewertet am 25.2.2020
Verifizierter Rezensent
IT Consultant
Rechtsberatung, 2-10 Mitarbeiter
Verwendete die Software für: 1-5 Monate
  • Gesamtbewertung
    5/5
  • Benutzerfreundlichkeit
    5/5
  • Eigenschaften & Funktionalitäten
    5/5
  • Kundenbetreuung
    5/5
  • Preis-Leistungs-Verhältnis
    3/5
  • Wahrscheinlichkeit der Weiterempfehlung
    9/10
  • Quelle des Nutzers 
  • Bewertet am 9.2.2020

"Pricey but well worth it after you grow"

Kommentare: I am mostly satisfied with Intercom. But the price can escalate quickly if you want to add more agents and features.

Vorteile: Everything, period. Intercom is the leading company in the chat/support area. They are always innovating and keep bringing products that actually are useful. The competition just mimics their innovations while offering lower prices.

Nachteile: The price. It could be a bit pricey if you are just starting out but after your company has a solid foundation it is a treat to use. And they have take care of this with their Early Stage start-up program. Everything for just $45 USD for the first year!

Antwort des Softwareanbieters

von Intercom an 12.2.2020

Thanks so much for taking the time to leave this review. I'm delighted to hear our early stage plan worked out so well for you. And don't worry, there's plenty more innovation yet to come!

  • Quelle des Nutzers 
  • Bewertet am 9.2.2020