18 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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Filtrar opiniones (1 100)
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.
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.
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.
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.
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
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
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 4 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)
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.
Intercom is a great support system tool
Comentarios: 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.
Puntos a favor:
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.
Contras:
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.
Alternativas consideradas:
Really good but expensive
Comentarios: Good interface, quick search, easy to use for all the team
Puntos a favor:
Really helpful for chat with lead and customer. Possibility to make series to automate communication. Possibility to send event to customize serie
Contras:
Intercom is really too expensive and each new feature are more and more expansive. We can't use other feature, Intercom is the service with the higer price in our company.
Respuesta de Intercom
hace 6 meses
Darragh here, I'm CTO at Intercom. We made some big mistakes on pricing historically and I'm really sorry to hear they've faced you. While some people will opt for very cheap or free point solutions, our product is incredibly broad, capable, and robust, and we've restructured our pricing to be very accessible for small companies, with plans starting at as little as 29$ / month, and a very generous program for early stage companies to use all the power of Intercom with significant discounts. It sounds like you're suffering one of our old models - I'd love to see whether we can make some changes to your plan that solve your issues? Please let me know at [email protected] and I'll make sure you get sorted.
Intercom review
Comentarios: Intercoms is a great tool and makes live chat seemless
Puntos a favor:
Intercom makes live chat interesting and comes with good reports to track performance
Contras:
You can't do a text search on your closed tickets. The only search available is the global search on all tickets
Alternativas consideradas:
Great product if you don't mind the pay per hit pricing structure.
Comentarios: 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.
Puntos a favor:
Great design and easy to use editor in their article creation feature.
Contras:
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.
Respuesta de Intercom
hace 7 meses
Hi Allison, Declan here - I'm VP of Customer Support at Intercom. I'm sorry to hear about the challenges you've faced with our pricing structure. We made major relaunches on pricing last year, and it sounds like you might still be on a legacy plan. I'd love to chat about this further with you and see if we can make some changes to your plan. If you're open to chatting you can email me at [email protected]. Thanks!
A very basic CRM
Puntos a favor:
Relatively simple interfaces and api endpoints. Interesting AI integrations / product features.
Contras:
Issues with basic customer management concepts such as merges. Development team seemed unresponsive to potential product issues, yet aware they existed.
Tools are great, but not level of support is very poor
Comentarios: The features are great, and show to be very powerful. The problem is that Intercom is not interested in providing customer service, so you will only get as far as their knowledge base and what their AI agent can offer. Should there be a technical error, and questions outside the articles available, you are on your own.
Puntos a favor:
Fin AI agent is a powerful feature that has saved us a lot of time in reference to support.
Contras:
Customer service is terrible, and there is no interest in providing live support.
Respuesta de Intercom
hace 5 meses
Hi Rick, Thanks for your feedback. I’m sorry to hear that your experience with Intercom’s support didn’t meet your expectations, especially when you were excited to get started. Your satisfaction is important to us, and we're committed to making things right. I understand how frustrating it can be to wait for a response after requesting to “speak to a person,” especially during urgent issues. Although we don’t offer live chat support, we’re working on ways to reduce response times. I also recognize the hassle of managing multiple conversations to report a bug with our Reporting feature. I'm glad our team resolved it, though I understand it wasn’t an ideal start. We’re here to support you moving forward, so don’t hesitate to reach out with any questions. Thanks again for your feedback—it's what drives us to improve, and we aim to make your next months with Intercom smoother. Shay, Customer Support Manager - Intercom
Modern customer support platform with strong AI capabilities
Puntos a favor:
Easy, intuitive UX. Strong AI capabilities.
Contras:
Analytics and reporting can be a bit tricky to navigate.
Customer Support is very good, smooth onboarding process
Comentarios: Customer Support is very good, smooth onboarding process
Puntos a favor:
Customer Support is very good, smooth onboarding process
Contras:
Its Cost is too expensive, price are not match with plan
Love the automation capabilities
Puntos a favor:
I love how Intercom's abilities to automate repetitive tasks like the initial message to engage prospects and ensure the lead is accurately routed to me, instead of another rep who doesn't own the territory. The ability to identify the prospect's behavior on our website is very helpful.
Contras:
While the automation of repetitive tasks is great, the messaging sometimes is a bit off or sounds robotic.
Best customer service portal
Puntos a favor:
Intercom is a reliable portal for customer service.
Contras:
Intercom has nothing to be anxious about it.
Fantastic Product For Managing Your Support Chats
Comentarios: 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.
Puntos a favor:
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.
Contras:
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.
Intercom makes you feel at home.
Comentarios: I remember the first time I started working with Intercom. It has been an absolute pleasure working with this software and they sure have a lot of positives. Working with their interface feels similar to working from home.
Puntos a favor:
Intercom feels like a cozy space that often gives the sensation of an intimate space, while allowing a professional and efficient workspace. One can create several different inboxes that can optimise the work and offers good automation
Contras:
Intercom doesn't offer as many integration options and some of their competitors. Because of that, one has to navigate through several tabs or pages. It doesn't sound bad, but when you spend 40 hours doing this, you can definitely see that one could save time (and money) with better integration options.
Great customer service tool
Comentarios: 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.
Puntos a favor:
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.
Contras:
The main issue we had with Intercom was that the pricing was a little steep, especially as a small business.
Excellent for emails management
Comentarios: My overall experience is very positive with Intercom and for sure I will keep using it
Puntos a favor:
I love that I can track all my customers emails from one place and I love that I can see if my customer has seen my email and I can take the correct action after that.
Contras:
customers informed me that emails go to spam. Not sure if thats related because comes form Intercom.
Respuesta de Intercom
hace 10 meses
Thanks for sharing! We're happy to hear Intercom's working well for managing your inquiries. We'll check into that spam issue to keep things smooth. Your support means a lot to us!
