Intercom

4,5 (1.096)
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Totaalscore

4,5 /5
(1.096)
Prijs-kwaliteitverhouding
4,0/5
Functies
4,4/5
Gebruiksgemak
4,4/5
Klantenondersteuning
4,3/5

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1096 reviews

Jacob
Jacob
Totaalscore
  • Sector: Telecommunicatie
  • Bedrijfsgrootte: 2-10 werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 8.0 /10

Intercom is great for Startups

Beoordeeld op 13-5-2024

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

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

Pluspunten

I love the help center and live chat.

The help center is super easy to customize and make good-looking docs.

Minpunten

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.

Antwoord van Intercom

Hi Jacob,
Bobby here, I lead the support team at Intercom. I'm sorry to hear this. We did major relaunches on both our Ticket product and on pricing last year - we hear you and know how important they are to Support leaders.
I'd love your views on where you feel we're still falling short. If you're open to chatting you can email me at [email protected]
Thank you!

Joel
Totaalscore
  • Sector: Informatietechnologie en -diensten
  • Bedrijfsgrootte: 11-50 werknemers
  • Wekelijks 1+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 10.0 /10

Fantastic Product For Managing Your Support Chats

Beoordeeld op 25-10-2024

In my experience, Intercom has been great to work with. They have released some new features that...

In my experience, Intercom has been great to work with. They have released some new features that are part of our general subscription which is always a bonus.

Pluspunten

Managing and completing Support chats within Intercom is great. It is very easy to track which chats are needing urgent attention and once you have completed a chat, it is easy to snooze them until your preferred time. We have just started using the AI function which seems to be working well so far.

Minpunten

Occasionally, if you have lots of chats, it can be confusing to see which Support rep is working on a chat and which are free to be able to be worked on.

Phillip
Totaalscore
  • Sector: Computersoftware
  • Bedrijfsgrootte: 51-200 werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 5.0 /10

good for support

Beoordeeld op 20-11-2024

It's more suited for customer services and not really marketing.

It's more suited for customer services and not really marketing.

Pluspunten

We can use it to prequalify leads and guide current users to support articles

Minpunten

It's not very marketing and sales-friendly, lacking a few features like proper attribution and pushing full location information, including city and state, to Salesforce CRM

Elise
Totaalscore
  • Sector: Management non-profit organisaties
  • Bedrijfsgrootte: 11-50 werknemers
  • Wekelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 6.0 /10

Pros and Cons to Intercom.

Beoordeeld op 6-11-2024

My overall experience has been good. I have found it difficult to get the hang of in the beginning,...

My overall experience has been good. I have found it difficult to get the hang of in the beginning, but with practice it gets easier, and I'm finding more and more features I didn't know existed.

Pluspunten

Intercom has a lot of features that have been very helpful in large-scale costumer support. My favorite features are the ability to assign emails, and easily writing notes to coworkers and then switching back to emailing/chatting with a client.

Minpunten

There is a sound that constantly plays whenever Intercom is open on the desktop. It has been very distracting when multitasking with intercom and other programs. I have never found a way to get rid of it. Another downside is how overwhelming and difficult it can be to begin using. It's not as simple as other programs.

Antwoord van Intercom

Hi Elise, thanks so much for your review! To turn off your browser notifications go to Your account > Notifications and scroll down to Browser notifications where you can toggle the play sound off.

Arjan
Totaalscore
  • Sector: Detailhandel
  • Bedrijfsgrootte: 2-10 werknemers
  • Dagelijks 1+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 10.0 /10

One of the best customer support chat tools out in the market in 2024, highly recommended!

Beoordeeld op 25-11-2024

Overall amazing experience, their customer support is also very helpful

Overall amazing experience, their customer support is also very helpful

Pluspunten

Love the easy to use interface for my team as well as my users, ability to easily integrate Intercom into all my site pages using a custom code snippet, the intercom mobile app to track and respond to conversations and love the AI tool fin that helps automate customer conversations

Minpunten

I feel its a bit too expensive for early stage companies although they offer a generous discount. Also I feel the learning curve is very high, you need to watch a lot of documentation to really understand the platform

Rupa
Totaalscore
  • Sector: Computersoftware
  • Bedrijfsgrootte: 201-500 werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 10.0 /10

Excellent tool for live chat and customer contact

Beoordeeld op 29-11-2024

It has been great. have been using Intercom for more than 6 years now.

It has been great. have been using Intercom for more than 6 years now.

Pluspunten

Its easy to setup, quick learning curve , has good set of features and excellent integrations

Minpunten

Learning the administration bit of it is a little tricky

ginda
ginda
Totaalscore
  • Sector: Schoolleiding
  • Bedrijfsgrootte: 2-10 werknemers
  • Dagelijks 1+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Gebruiksgemak
  • Waarschijnlijkheid van aanbeveling 10.0 /10

BEST APP FOR LIVE CHAT

Beoordeeld op 31-7-2024

Pluspunten

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

Minpunten

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

Jack
Totaalscore
  • Sector: Informatietechnologie en -diensten
  • Bedrijfsgrootte: 501-1.000 werknemers
  • Wekelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Gebruiksgemak
  • Waarschijnlijkheid van aanbeveling 8.0 /10

Easy To Use App - Makes my day easier

Beoordeeld op 11-11-2024

Pluspunten

Ease of the UI - I can always quickly find what I need.

Minpunten

While the UI is easy to navigate, it does feel a bit dated.

James
Totaalscore
  • Sector: Research
  • Bedrijfsgrootte: 51-200 werknemers
  • Wekelijks 6-12 maanden lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 9.0 /10

decent AI chatbot solution

Beoordeeld op 18-11-2024

it's a very robust tool but it requires a good amount of time to set up

it's a very robust tool but it requires a good amount of time to set up

Pluspunten

it's a robust chatbot to help us get new clients

Minpunten

it took quite a bit of time to setup and the maintenance took some time

Kuga
Totaalscore
  • Sector: Financiële dienstverlening
  • Bedrijfsgrootte: 1.001-5.000 werknemers
  • Maandelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 9.0 /10

Great for customer communication

Beoordeeld op 4-12-2024

Pluspunten

Live chat is great with automated messages. Easy to add onto our websites. Its fast and reliable and allows our team to provide real time support.

Minpunten

Its on the expensive side and it can be more transparent, but it does seems worth it for the price.

Allison
Totaalscore
  • Sector: Computersoftware
  • Bedrijfsgrootte: 2-10 werknemers
  • Dagelijks 1+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Gebruiksgemak
  • Waarschijnlijkheid van aanbeveling 8.0 /10

Top of the line customer support solution with lots of features.

Beoordeeld op 25-3-2024

Pluspunten

Intercom is super easy to use and doesn't require a lot of training of end users. I like that we can add it to directly to our website so that it's easily accessible by our customers. We also heavily utilize their proactive support features to alert customers to new features and updates, which is very handy. We also use their survey feature and like that it's easy for our customers to answer. Their chat feature is good and we like the automation that you can program to triage customer issues.

Minpunten

I wish the ticketing feature was better so that we could more easily communicate tickets to engineering that need additional work and support and tag them to multiple customers. The Jira integration doesn't give enough visibility into what's happening in Jira as well. The reports from surveys also aren't the best/a little difficult to use. It's hard to sometimes see how the feedback we receive on questions corresponds with the score.

Dylan
Dylan
Totaalscore
  • Sector: Computersoftware
  • Bedrijfsgrootte: 11-50 werknemers
  • Dagelijks 1+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Gebruiksgemak
  • Waarschijnlijkheid van aanbeveling 8.0 /10

Great customer service tool

Beoordeeld op 16-12-2023

Setting up Intercom was a breeze, though the learning curve was noticeable for some of our support...

Setting up Intercom was a breeze, though the learning curve was noticeable for some of our support staff, but the live-chat and ticketing features were game-changers. We hoped for a bit more pricing flexibility, but overall, integrating it significantly improved our customer engagement and satisfaction.

Pluspunten

The live chat tool has allowed us to provide a great customer support experience for our users, allowing them to reach us at a moment's notice to walk through their issues. The fact that we were able to just drop an embedded link into our site to enable chat with no additional effort, is just pure magic.

Minpunten

The main issue we had with Intercom was that the pricing was a little steep, especially as a small business.

Tiffany
Totaalscore
  • Sector: Marketing en reclame
  • Bedrijfsgrootte: 2-10 werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 10.0 /10

Great for Support Teams

Beoordeeld op 26-9-2024

Pluspunten

It can be used for both email and live support. The workflows/automations make it easy to filter and close messages that are notifications so that only the important customer messages end up in the inbox

Minpunten

I wish the platform had a flat rate for billing vs usage based

Simon
Totaalscore
  • Sector: Marketing en reclame
  • Bedrijfsgrootte: 2-10 werknemers
  • Wekelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 7.0 /10

A pricey but extremely competent choice of chat

Beoordeeld op 13-10-2023

Very well! everything from sales calls, onboarding, setup and support have worked very well.

Very well! everything from sales calls, onboarding, setup and support have worked very well.

Pluspunten

Integration was easy with webhooks easy accessible. It is also very easy to customize chatflows with many different response options, making it a breeze to set up multiple scenarios. I do also enjoy the customization possible to for example have different chat prompts depending on the webpage a visitor goes to. On the other hand this is sometimes a bit overwhelming - I want to explore more and a customer success manager would be nice to have for this.

Minpunten

The price. Honestly, it seems like they try to raise and raise to squeeze a lot of money out of small businesses. Also, their pricing model is pretty difficult to understand, so be aware of all the choices you make during your sales call/order.

Overwogen alternatieven

HubSpot CRM

Redenen om voor Intercom te kiezen

Needed more customization

Overgestapt van

HubSpot CRM

Redenen om over te stappen op Intercom

See above
Igor
Totaalscore
  • Sector: Internet
  • Bedrijfsgrootte: 11-50 werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 7.0 /10

Decent software for Customer engagment

Beoordeeld op 9-12-2023

Pluspunten

The biggest advantage of Intercom is its wide range of options. With Intercom, you can set up bulk messaging, respond to incoming messages, and create tooltips or product tours. It is a software that meets most of our business needs.

Minpunten

Most of the functions seem to be minimal viable products (MVPs) rather than full-fledged features. Specifically, the customer engagement options are either limited or not functioning properly. Additionally, the UI lacks coherence, for instance, the dark mode is only available in the inbox and not in other sections. This inconsistency can be quite frustrating.

rohit
rohit
Totaalscore
  • Sector: Informatietechnologie en -diensten
  • Bedrijfsgrootte: 2-10 werknemers
  • Wekelijks 1-5 maanden lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 9.0 /10

Best of the product with simple process

Beoordeeld op 24-6-2024

Its quit great experience with have some software And techincal process

Its quit great experience with have some software And techincal process

Pluspunten

effect And process with simple And advance process

Minpunten

budget is only the high in the process but Advance process with accurate report

Felipe
Totaalscore
  • Sector: Werving en selectie
  • Bedrijfsgrootte: 51-200 werknemers
  • Dagelijks 6-12 maanden lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 9.0 /10

Good, with a price could be better

Beoordeeld op 9-10-2024

Pluspunten

Very easy to integrate, and easy to use.

Minpunten

It is a very expensive tool. If you are a startup is a expense you have to think about.

Rilwan
Totaalscore
  • Sector: Entertainment
  • Bedrijfsgrootte: 2-10 werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 10.0 /10

One step ahead of competition

Beoordeeld op 20-5-2024

Pluspunten

The ease to incorporate into the business and handle all our customer enquiries make it the best option for our business. It is easier to incorporate with other apps we use as well.

Minpunten

So far, I don't have any cons with using Intercom as it provides great experience for the users.

jason
Totaalscore
  • Sector: Internet
  • Bedrijfsgrootte: 51-200 werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 9.0 /10

intercom end-users review

Beoordeeld op 1-4-2024

Pluspunten

rich-featured product, and ai facilities, do its job

Minpunten

only thing I would like to add is the mobile version doesn't have the same feature as the web version

Arkngshu
Totaalscore
  • Sector: Financiële dienstverlening
  • Bedrijfsgrootte: Zelfstandig ondernemer
  • Dagelijks 6-12 maanden lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 9.0 /10

I recommend everyone to use this

Beoordeeld op 14-5-2024

Pluspunten

The most i like about Intercom is its massaging features..😍

Minpunten

I dont see any reason to dislike Intercom.according to me this is the best email marketing tool.😍

Antwoord van Intercom

Thanks for the fantastic feedback!

Rahul
Rahul
Totaalscore
  • Sector: Consumentenelektronica
  • Bedrijfsgrootte: 2-10 werknemers
  • Wekelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 10.0 /10

A complete customer support platform

Beoordeeld op 22-8-2023

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.

Pluspunten

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.

Minpunten

No complaints about the product whatsoever. The product is actively evolving and keeps up with the current technologies.

David
Totaalscore
  • Sector: Levensmiddelen- en drankenindustrie
  • Bedrijfsgrootte: Zelfstandig ondernemer
  • Dagelijks Gratis proef lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 3.0 /10

Intercom experience

Beoordeeld op 7-8-2024

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

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

Pluspunten

provision of software that specializes in business messaging

Minpunten

I can't really because intercom has helped business in the area of communication

samuel
Totaalscore
  • Sector: Informatietechnologie en -diensten
  • Bedrijfsgrootte: 11-50 werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 8.0 /10

Great all in one

Beoordeeld op 12-10-2023

Pluspunten

Intercom has a wealth of features meaning its a one stop shop for businesses.

Minpunten

Unfortunately you can easily get locked in due to how many features sit under one roof. Making it easy for Intercom to up prices.There may be individual services superior to some intercom features. But none of them do an all in one package like intercom do

Damien
Damien
Totaalscore
  • Sector: Mediaproductie
  • Bedrijfsgrootte: 2-10 werknemers
  • Maandelijks 6-12 maanden lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 9.0 /10

Intercom is the real Ai conversational bot

Beoordeeld op 4-10-2024

Intercom is amazing. I rate it up there with Drift but better.

Intercom is amazing. I rate it up there with Drift but better.

Pluspunten

Amazing tech and very comprehensive platform.

Minpunten

Can get a bit technical with the new Ai features.

Dale
Totaalscore
  • Sector: Computersoftware
  • Bedrijfsgrootte: 2-10 werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 0.0 /10

Overpriced for common features

Beoordeeld op 14-9-2023

Starting was great, but we realized that their target customers are large corporations who can...

Starting was great, but we realized that their target customers are large corporations who can afford the hefty fees.

Pluspunten

The platform is dependable and fast to use.

Minpunten

Features are gated in a way that means you can't make a gradual increase as your customer base grows. Basic functionality is very expensive and we just can't justify the amount when there are other tools on the market with better functionality at over half the cost.

Overwogen alternatieven

Ortto