17 años ayudando a las empresas costarricenses
a elegir el mejor software
Sobre Intercom
La primera plataforma mundial de mensajería de clientes para el crecimiento empresarial.
Combined with my WordPress website, it has revolutionized my customer service. It's very easy to use for both the end user and me as an admin, yet so powerful.
Customer service is terrible and they just don't give two hoots about their customers. Constantly introducing new features but not actually fixing the main feature that someone would need.
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Intercom is great for chat
Alternativas consideradas:
software completo para cualquier SaaS
Comentarios: Muy contentos desde que eramos una startup e incluso ahora como scaleup
Puntos a favor:
La posibilidad de centralizar toda la información y los equipos de ventas, customer success y marketing en un mismo sitio. Soluciones con una UX impresionante y muy fácil de utilizar.
Contras:
Al ser un programa que centraliza toda la comunicación con clientes y prospectos terminas trabajando con todo el suite y la factura acaba subiendo mucho de precio a final de mes.
De lo mejor a nivel producto, pero con una atención al cliente nefasta
Puntos a favor:
A nivel de producto están continuamente evolucionándolo y sacando nuevas funcionalidades que ayudan a crecer tu negocio. Series, para desarrollar campañas a tus clientes es brutal, se puede combinar con mensajes a través de un banner, un mensaje in-app o un email principalmente. Eso sí es un servicio caro. Tiene una herramienta para helpcenter muy práctica y con buena relación calidad-precio. Para soporte por chat con los clientes quizá hay alternativas mucho mejores pero si no requieres de mucha complicación te servirá. Además tiene productos como chatbot, product tours, multitud de integraciones con otras apps y pequeñas funcionalidades que por supuesto incrementarán su coste y no podrás tener todo... A nivel de integración es bastante sencillo y permite mucha personalización.
Contras:
El mayor inconveniente es el inexiste servicio de atención al cliente, para contratar el producto o probar nuevas funcionalidades no tendrás problema pero si realmente te encuentras con un problema grave, por experiencia hemos tenido varios como problemas con la renovación de un contrato o el envío de emails en una campaña, lo más seguro es que o no tengas una respuesta clara o que se vayan pasando la consulta de unos a otros sin ayudarte
Respuesta de Intercom
hace 3 años
Thanks for taking the time to leave us a review Hector. I appreciate all the feedback around our products and it's good to see you are using a varied amount of them. I'm sorry that our customer service has let you down. We had a few weeks recently where our customer service was not where we wanted it to be. We have implemented new processes to help improve this and hope that the next time you need customer service, you will find it better. Thanks, Eabha (Customer Engagement)
Alternativas consideradas:
Profesionalidad
Comentarios: En general nuestra experiencia con este software es muy buena ya que nos ha permitido ayudar a nuestros clientes de una forma profesional y rápida.
Puntos a favor:
Lo que mas nos ha gustado del software es la profesionalidad con la que ven nuestros clientes la interfaz y la facilidad que tienen de comunicarse con nosotros, además cabe destacar que muchas veces a través de las respuestas configuradas que tenemos muchos clientes encuentran su respuesta sin tener que contactar con un agente.
Contras:
Lo que menos nos ha gustado por decir algo que es un software que incluye unos planes con un precio muy elevado y podría incluir alguno más asequible para empresas más pequeñas.
Respuesta de Intercom
hace 4 años
Thanks for letting us know how Intercom is helping you embrace conversational support and how you're making the most of our automation features too! I'll make sure your feedback regarding our pricing and packaging get back to the team. We always aim to align the cost you pay with the value you see and it's hard to get that right for every type of business model. Thanks again, Kate (Intercom - Customer Engagement)
Una excelente herramienta para mejorar el servicio de atención al cliente
Comentarios: He experimentado una mejora significativa en la comunicación con los clientes. El chat en tiempo real y el historial de transcripciones me permiten brindar respuestas rápidas y personalizadas. Sin embargo, la falta de soporte para ciertas funciones avanzadas a veces puede limitar la capacidad de resolver problemas complejos de manera eficiente.
Puntos a favor:
El chat en tiempo real dirigido a consumidores permite una comunicación instantánea y personalizada, lo que brinda una experiencia de atención al cliente ágil y efectiva.
Contras:
La implementación de un chatbot puede tener limitaciones en la comprensión y respuesta a consultas complejas, lo que podría generar frustración en los clientes que buscan una interacción más humana y detallada.
Me gusta y no puedo pensar usar otra plataforma
Comentarios: De forma general contenta.. los departamentos de ventas y de soporte son los mayores usuarios de Intercom
Puntos a favor:
Lo intuitivo que puede llegar a ser. Me gusta la forma en la que resuelve los diferentes tipos de casos.
Contras:
El servicio de soporte, se tardan mucho en resolver bugs.
Magnífico!
Puntos a favor:
El mejor descubrimiento para nuestra empresa. Lo utilizamos diariamente y tiene un sinfín de funcionalidades.
Contras:
Si bien está bien que sea de pago, no llegamos a utilizar algunas de sus funcionalidades por el alto costo que tienen.
El mejor Chat
Puntos a favor:
Software de gran calidad y con muchas opciones para gestionar el servicio de atención al cliente
Contras:
Por ahora no te tengo ninguna queja, cumple las expectativas, no es barato pero vale lo que cuesta
Intercom es una plataforma super sencilla de usuar pero genera mucho valor corporativo.
Comentarios: En generar es una herramienta practica, el precio vs el valor que aporta a cualquier compañia es justo.
Puntos a favor:
Facil de utilizar - Diseño es estetico lo que hace que puedas comprender con facilidad las funciones
Contras:
No me gusta que hay que darle al botón "enviar" para que se envíe el mensaje al cliente o usuarios internos. Deberia funcionar con solo dar "enter"
El mejor software de Servicio al Cliente
Comentarios: Excelente, recomiendo a toda empresa que preste un servicio sea a través de Chat o Email.
Puntos a favor:
Lo que más me gusta de este software, es la facilidad que nos brindan los MACROS, son muy sencillos de usar y nos facilitan la vida diariamente. Nunca he tenido falla en la conexión, a veces por softwares de terceros se torna un poco lento, pero la respuesta de Intercom en general es excelente. Los detalles autómaticos del cliente que nos contacta, es precisa, la opción de ver la locación para detectar la zona horaria, me parece una de las mejores herramientas de este sofware.
Contras:
A veces la asignación de tickets no es 100% precisa, se podría mejorar en cuanto a este punto.
Comunicación efectiva
Comentarios: Obtengo la habilidad de administrar el correo desde cualquier lugar
Puntos a favor:
Chat en tiempo real dirigido a mis consumidores
Contras:
Ninguna, todas se adaptan a mis necesidades básicas
es una plataforma de servicio al cliente y comunicacion empresarial
Puntos a favor:
su facilidad de uso , su capacidad de integracion con otras plataforma , su herramienta de chat en vivo muy útil , y su excelente servicio al cliente
Contras:
demasisdas funciones complicadas , puede ser caro . dificil de configurar y utilizar
An innovative and beneficial resource for businesses.
Comentarios: Better and more convenient contact between us and our customers is always appreciated. Easy history tracking is made possible by this intuitive tool. It's simple to record my conversations and analyze them afterwards for development purposes.
Puntos a favor:
An easy-to-use intercom system. Easy to use even for first-timers, this program has just the right amount of detail without being overwhelming. The intercom is similar to another email program that we use, and I can explain why. Its fast features and user-friendly interface, such as the helpful and funny bot, greatly enhance customer service and lead to exceptional client satisfaction.
Contras:
I find that the intercom sometimes has trouble loading some conversations, which is a major drawback for me. As a customer service representative, you're fielding calls while waiting for the intercom inbox to load the customer's information. In addition to the holdup, additional issues have slowed down the operation of the customer support team.
Alternativas consideradas:
A Great Lead Capture
Comentarios: 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.
Puntos a favor:
-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
Contras:
-Would like to combine actions on Intercom -Hubspot Integration is not perfect; would like to have specific field matching -Chat flow capabilities are limited
The best - at a price
Puntos a favor:
Very complete solution, probably the best in the category
Contras:
It is quite expensive very others competitors out there
Unreponsive and caused a severe service disruption
Comentarios: 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 [SENSITIVE CONTENT HIDDEN]. 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.
Contras:
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.
Respuesta de Intercom
hace 4 años
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)
BEST APP FOR LIVE CHAT
Puntos a favor:
INTERCOM IS EASY APP TO MAKE SURE THAT YOU STAY KEEP IN TOUCHWITH MY TEAMWORKER!
Contras:
THERE IS NO PROBLEM WHEN I USED IT AND INTERCOM RUNS WELL
Most overrated thing on the market.
Comentarios:
Try to avoid it or at least not build the critical parts of your busyness on it.
Chat and message history both work fine.
Everything else is a source of endless pain and despair.
Puntos a favor:
Integration with communication sources, say you may set up the email to be shown in chat history as a messages. Embedded chats with history are quite nice, it has both the messages and notes left by the supporting team members to each other. Chat itself works quite good and overall thing of a good quality. Not quite sure this is their own development, but it doesn't really matter. Webhooks, these one is a good thing to integrate your decision making software with customer lifecycle events, for example to send email when credit card is about to expire, of when customer purchased something few times. Actions - automated reactions to customer or lead lifecycle events. Filtered cogorts are called segments in Intercom, they have their own filtering panel which is similar to one that can be found on other products.
Contras:
Bugs. They are everywhere. Updates may be lost, updates may be rejected by intercom because of server side exceptions, or mysterious thing called "concurrent updates" when there is just a single update. They have huge API downtimes which can be traced by Intercom's API 5XX responses but technical support always denies the existence of a problem or downtime. Technical support is one of the worst supports I have ever seen. They know nothing, they do not want to learn, the problem is always on your side even if it is their server who responses with 5XX status. Intercom is hugely, fabulously overpriced. On paper Intercom has a set of importers - they are useless, as there are no transformation or calculated fields. Now imagine you need to import hundred of thousands customer profiles from legacy system. Due to absence of data transformation mechanisms you are unable to import them as is and have to resort to preparation-export steps. The problem is that you can not perform more than 85 API requests per minute. There was batch API but today it is 1) deprecated and 2) counts the record inside the batch by the same 85/min limit. Sometimes customer profile may just disappear. Some of integrations provided by Intercom would not work as they have never been tested. There is no API call to "archive the segment" despite it was proposed few years ago. Intercoms offers one of the worst client libraries on the whole github and they reject PR's.
Respuesta de Intercom
hace 4 años
Thanks for leaving us such a thorough and candid review Aleksandr. I'll make sure to send all of this feedback on to the relevant internal teams as we really do use this to inform what we ship. Kate (Intercom - Customer Engagement)
Tried-and-true solid customer interaction and support channel.
Comentarios: Very positive overall, we used it to interact with customers.
Puntos a favor:
Excellent tool for interacting with customers in real-time.
Contras:
It is a bit costly, but the benefits outweighed the costs.
Intercom; awesomely easy and stressless customer service platform.
Comentarios: Useful in contacting customers and team mates in the most stressless manner.
Puntos a favor:
Very basic and easy to navigate especially in customer support and it is intuitive.
Contras:
Nothing, because it has been so great in customer support and the automation set up is very easy.
Live Chat support is awesome
Comentarios: Very happy for live support and chat feature
Puntos a favor:
The ease of use and the option to use as a support chat tool and also as support article feature.
Contras:
The email option isn’t easy to segment with our customer base
Excellent Live Chat Platform
Puntos a favor:
Highly used, very professional livechat software that everyone is familiar with
Contras:
Can be a bit pricey when you have a very small team
My favourite support tool
Comentarios:
Only good experience overall
Great support team
Price could be better
Puntos a favor:
Easiest support tool to have. Makes your team very accessible, also makes the support process simple for the end users Good integrations and useful statistics provided
Contras:
Pricing - it is not very cheap. Pricing also often changes Help center tool - it could really use some help and updates Also, a lot of Add block tools catch Intercom as an ad and blocks it - thus creating inconvenience for end users having to choose between
Respuesta de Intercom
hace 4 años
Thanks for letting us know that Intercom is you favorite support tool and we're helping you deliver such a good user experience. I appreciate your feedback on our pricing, Articles feature and ad block issues. I'll make sure these get back to the right people here. Thanks again, Kate (Intercom - Customer Engagement)
Alternativas consideradas:
Intercom is helping customers success, support, marketing and sales
Comentarios: It is a perfect solution for a B2B SaaS business.
Puntos a favor:
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.
Contras:
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.
The really bridge the gap between customers and our service
Comentarios: Their customer success team is great, even on the days when I'm not the most gracious customer. I even try to emulate some of their practices because I feel heard as a customer when I suggest features or report what I think could be bugs in the system.
Puntos a favor:
The ability to converse with our customers quickly and seamlessly between email and the messenger app is great. They've thought through this feature set very well and it brings us very close to our customers and we are able to convert leads very well through this service too. Other similar apps function the same, but their UI/UX is lacking compared to Intercom. The actual feel of the app is clean and friendly and dare I say...even fun to use. Customer success at Intercom is also excellent, they've got our backs and I appreciate it (although getting paired with someone in a vastly different time zone can hold up ticket times on our end).
Contras:
There are some gaps in the help center and email features. It would be ideal to create/edit documents in a manner closer to Microsoft Word or Google doc, as those are the standard for editing documents these days. Little things like not being able to create a list inside of a document the way I would in other apps can be frustrating, but there is usually a workaround of some sort that will suffice (I'm just picky). It would also be nice to only be paired with their team members in our time zone. Working in the US and then being helped by a team member from Australia means our ticket times take much longer and conversation is hard to do in real time.
Alternativas consideradas:
A true ecosystem
Comentarios: We have stuck with intercom for 4 years at this point and no plans to leave. I think that is testament to how strong an offering they currently have.
Puntos a favor:
I would not have written a positive review about Intercom 12 months ago. There were too many small grievances with the individual features that were all building up. Recently the platform has matured enormously. It feels like the team at intercom has come into it's stride. New features like Series, Guides ect and most importantly - how they all work together - has made it a much better experience.
Contras:
Currently my 2 biggest gripes are cost and customer services. I do think for a scale-up the price gets very steep very quickly. The customer support thing is more annoying - a core part of Intercoms offering is instant-chat. I remember 2 years ago their own instant chat was really great - now it can take a long time for a response to come in.
Respuesta de Intercom
hace 4 años
Thank you so much for leaving us this review. I just shared your comments with our Product team and it mad their day! Especially the team working on our Series product :) I also really appreciate your feedback on our costs and support wait times, even more so considering you have been such a loyal and log-term customer. As of late our reply times have unfortunately slowed but we've been working (and hiring!) diligently to speed things back up to the expected turnaround times. That said our reply times do range from a few hours to a few days based on subscription (Premium receives the fastest turnaround time) and nature or urgency of the query. When it comes to costs we always aim to align these with the value you are seeing so if you feel this is not the case please do get in touch with the team via the messenger to chat through your options. Thanks again, Kate (Intercom - Customer Engagement)