Pros y Contras de Intercom

While it may not have the legacy or pedigree of something like Salesforce or Zendesk, Intercom more than makes up for it for its constant innovation and focus on human-led support. From it's AI solutions, to its tickets and conversation systems, you never feel like you are forcing your customers through a robotic software. Even sending macros and interacting with the chatbot will have the flavor of humanity in its support.

Out of the box, Intercom can get started immediately with just a couple of set up steps. It integrates well with other apps and software and can be used as an efficient resource hub for internal systems. Reseña recopilada por y alojada en G2.com.

Despite the constant innovation and improvement to their product, there are still a few things that miss the mark. Simple quality of life updates or lacking common sense steps in their workflows that require more complex workarounds. Reseña recopilada por y alojada en G2.com.

The best and most productive part of Intercom is the ability to duplicate all the cards/assets in a series. Once I've completely fleshed out the entire onboarding series for one set of customers, I was able to duplicate all the assets at once, shift them down and easily create a new branch for a subset of customers. This is an amazing time-saver when I need to customize/tweak one or two of the cards, but the rest of the onboarding process remains the same. Reseña recopilada por y alojada en G2.com.

From time to time I've had it hiccup during the save process and I'll end up tweaking something to reestablish the connection to fix the problem and save the series. Reseña recopilada por y alojada en G2.com.

Keeping my customers satisfied without leaving them behind after the transaction has always been a major issue for me. I was able to handle the backlog of customer queries, unanswered chats and misdirected emails after implementing Intercom. Our users can get instant answers by typing into the website or mobile app. In addition to that, the system uses bots to automate responses or redirects the conversation to the appropriate team if we can’t respond immediately. I can now see the full scope of a customer’s engagement history and consolidate all their information in one place. Personalization, which allows us to send personalized messages to customers based on their actions, is another important aspect that has improved our user experience. Reseña recopilada por y alojada en G2.com.

In cases where bots have difficulty understanding the more complex questions, a human agent is called to continue the conversation. We have learned to modify automated flows to reduce the occurrence of this, however it can still be annoying for consumers. Reseña recopilada por y alojada en G2.com.

I've been working in the last 7 years at the industry of communication, different market areas as Telemarketing; Sales; B2B and Costumer Success. Through my professional journey I've used many different apps for communication with clients and Intercom has been by far the single best platform I've ever used in this sense. It manages to integrate different canals into one application. It is a pretty intuitive tool, no much training is required to learn the many features available there, which makes it ease to implement; I use it frequentely, day-to-day basis as my main communication channel; and if I even got any doubts or face some issues/bugs, the customer support team has always been very helpful and prompt to assist me. Reseña recopilada por y alojada en G2.com.

Maybe the only complaint I've got whereas the usage of the tool it is the many filters available. When searching for a specific chat with a client from company "A", all the chats with all costumers from that company will be displayed if I don't know the exact name of the costumer or their e-mail. I believe that if "keywords" would be implemented as a search feature we woudn't have to select many filters to search for one chat. Beyond all that, the tool is amazing and I've been using it everyday for the past 3 months. Reseña recopilada por y alojada en G2.com.

The things I like best about Intercom is the seamless navigation and interface, the variety of features that allow to manage the customer journey effectively, the increase of productivity and KPI's it brought to our Customer Support service, and the new AI feature that is outstanding. It is by far the best ticketing platform I've ever worked with. Reseña recopilada por y alojada en G2.com.

The only downside I can find is the Help Center management that could be a bit more refined and easy to use. Sometimes when we need to make editions to multiple pages in one go, it becomes a bit too hard and manual. Reseña recopilada por y alojada en G2.com.

Intercom es prácticamente el único software necesario para nuestro departamento de Soporte. El sistema básicamente tiene un flujo de trabajo incorporado para que la documentación de tu Centro de Ayuda funcione con tu equipo de Conversación y soporte en vivo. Esto luego se integra con el software del equipo de Desarrollo, convirtiéndolo en una solución integral para todos los recursos y partes involucradas. Nos estamos acercando a aprovechar todas las nuevas funciones de IA, pero sabemos que eso no será un gran desafío porque se alimenta del contenido que ya tenemos en el sistema. Sabemos que las funciones de IA son una gran herramienta porque, como cliente de Intercom, puedo ver cómo su soporte ya ha mejorado. El hecho de que puedas personalizar y construir automatizaciones según sea necesario es increíble y ha ayudado a mantener a nuestros clientes felices. Estoy seguro de que las tasas de retención han mejorado gracias a las respuestas automatizadas y al flujo de trabajo en Intercom. Es un sistema monstruoso que prácticamente ofrece todo lo que necesitas y más. Reseña recopilada por y alojada en G2.com.

Intercom ha realizado muchas mejoras recientemente en la experiencia de usuario, lo que lo hace mucho más intuitivo. Es mucho más fácil encontrar funciones, pero todavía puedo perderme un poco. Hay mucho en el sistema, y eso implica una curva de aprendizaje. Si no tienes experiencia con Intercom, no puedes simplemente sumergirte de inmediato. Lleva un momento. Reseña recopilada por y alojada en G2.com.

Utilizamos Intercom como nuestra modalidad principal de soporte, que ve más de 500 conversaciones al día.

Intercom está en constante evolución para satisfacer mejor nuestras necesidades y ha escalado con nosotros de 3 empleados a 12. La capacidad de agregar funciones adicionales que nos permiten gestionar la carga de trabajo a gran escala ha sido vital para el crecimiento y éxito de nuestras operaciones. Los planes más simples y económicos son excelentes para equipos pequeños, mientras que los planes más avanzados han sido críticos a medida que nuestro equipo ha crecido. Con Intercom, hemos podido gestionar el enorme escalamiento de nuestra operación sin abrumar a nuestro personal de soporte.

Las características de IA recientemente introducidas han sido tremendamente exitosas para nosotros. A pesar de que nuestras consultas a menudo son complejas, pudimos lograr instantáneamente una tasa de resolución del 50%, que desde entonces ha crecido a casi el 80%. Sin esto, habríamos requerido nueve miembros de personal adicionales, cuyo entrenamiento habría resultado en peores resultados para nuestros clientes y una enorme presión sobre nuestro equipo de soporte existente. Varios lanzamientos de características mejoradas de IA han tenido un impacto sustancial y positivo en nuestras operaciones.

Cuando hemos requerido soporte (lo cual es poco frecuente), han sido rápidos en proporcionar consejos sólidos. Reseña recopilada por y alojada en G2.com.

Todas las características son excelentes, realmente bien pensadas y fáciles de usar. Sin embargo, algunas de ellas no se utilizan debido al costo. Los elementos de pago por envío, como correos electrónicos y otras iniciativas dirigidas, pueden volverse bastante caros dado el número de clientes expuestos a los mensajes. Esto nos ha llevado a depender de métodos menos eficientes para enviar correos electrónicos masivos. Me encantaría ver paquetes que se adapten mejor a nuestras necesidades en esta área. Reseña recopilada por y alojada en G2.com.

Intercom is ultimately the best support tool I have worked with (previously used Zendesk and Salesforce). It’s hard to give specific examples, but it’s the platform as a whole that makes it so easy to navigate through the entire help center and help desk. You can easily gain insight into your colleagues and their workload, and it offers a vast number of native features that customer service representatives would typically request. As an administrator, I’m a huge fan. We came from Salesforce, where every desired system change felt like a major operation requiring coding skills. Their entire focus on AI is also perfectly aligned with the direction we want to take with our help center. Reseña recopilada por y alojada en G2.com.

I think Intercom has focused a bit too much on AI and other advanced features, which has caused them to overlook what I consider to be basic functionality. For example, you can send emails, but you can’t BCC. You can’t export a ticket in the same way as Zendesk, where you get all the data (images, internal notes) — instead, you only get plain text in a .txt file. You can’t create sub-bullet points. They don’t have internal checklists (I miss checklists like the ones in Trello). From my perspective, these are small features, but they are things you expect as a customer, especially when the system can already do 50% of these tasks. There are checklists, but only customer-facing ones. You can send emails but not BCC, and so on.

Additionally, the ticketing system and merge function still need some work. It’s clear that Intercom was originally a chat tool that later expanded into email and ticketing, but they haven’t quite caught up. For example, our customers don’t receive a ticket number unless we enable the "send ticket status emails" option. It’s essential for customers to know their ticket number, but not necessarily to receive updates about every stage of the ticket. This forces us to send status emails just to ensure our customers have their ticket number.

You also can’t change the subject line, which is a major inconvenience. This applies even when I contact Intercom support — all my inquiries are titled "speak to support," making it hard to navigate the ticket portal and the messenger bubble, especially if you have multiple ongoing conversations.

Overall, these are features I miss and believe should be part of a system that already does so much. Reseña recopilada por y alojada en G2.com.

Intercom is really easy to use ,I use it every day to stay connected with our customers, and it has all the features I need. I really like the feature where we can snooze the ticket if we don't want to close it, also like the feature where we can crete a back office ticket. Their support team has been super helpful too. Reseña recopilada por y alojada en G2.com.

Honestly, there’s nothing I dislike about Intercom it works great for me. Reseña recopilada por y alojada en G2.com.

Me encanta cómo Intercom me permite responder muchas preguntas rápidamente usando macros y otras herramientas. ¡Puedo trabajar en 50 preguntas o incluso más en una hora!

Estamos utilizando un sistema de administración integral para nuestro servicio y puedo cambiar fácilmente entre el sistema de administración e Intercom para extraer datos de una fuente a otra. Reseña recopilada por y alojada en G2.com.

No me disgusta nada realmente. Pero me gustaría tener accesos directos a mis Macros porque las uso mucho. Especialmente algunas en particular como:

Saludos cordiales,

Niklas

Si pudiera configurar un acceso directo en Administrar macros cuando creo mi Macro personalizada, podría presionar CTRL + cualquier tecla para acceder a esta Macro en particular. Reseña recopilada por y alojada en G2.com.