The most helpful part is having the ability to answer live-chats, emails, and tickets in the same place. It's very useful for reporting too - it gives you insights in how your team members are handling their workload and allows for adjustments were needed. There are a lot of functionalities that can greatly benefit a business in handling their customers - e.g. workflows to allow for automatizations, etc. Análise coletada por e hospedada no G2.com.
Least helpful would be the fact the servers can go down at any time and prevent us from being able to work - e.g. there was a recent event where the US servers were down and we were unable to work for a period of time, which can lead to a bigger backlog. However, I do appreciate how fast this was handled by Intercom's team. Análise coletada por e hospedada no G2.com.
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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. Análise coletada por e hospedada no 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. Análise coletada por e hospedada no 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. Análise coletada por e hospedada no 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. Análise coletada por e hospedada no 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. Análise coletada por e hospedada no 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. Análise coletada por e hospedada no 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. Análise coletada por e hospedada no 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. Análise coletada por e hospedada no 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. Análise coletada por e hospedada no 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. Análise coletada por e hospedada no G2.com.
Intercom é praticamente o único software necessário pelo nosso departamento de Suporte. O sistema basicamente possui um fluxo de trabalho integrado para que a documentação do seu Centro de Ajuda funcione com sua equipe de Conversação e suporte ao vivo. Isso então se integra com o software da equipe de Desenvolvimento, tornando-se um ponto único para todos os recursos e partes envolvidas. Estamos nos aproximando de aproveitar todos os novos recursos de IA, mas sabemos que isso não será um grande desafio porque se alimenta do conteúdo que já temos no sistema. Sabemos que os recursos de IA são uma ótima ferramenta porque, como cliente do Intercom, posso ver como o suporte deles já melhorou. O fato de você poder personalizar e construir automações conforme necessário é incrível e tem ajudado a manter nossos clientes satisfeitos. As taxas de retenção, tenho certeza, melhoraram por causa das respostas automatizadas e do fluxo de trabalho no Intercom. É um sistema monstruoso que oferece praticamente tudo o que você precisa e mais. Análise coletada por e hospedada no G2.com.
Intercom fez muitas melhorias recentemente na UX, o que a torna muito mais intuitiva. É muito mais fácil encontrar recursos, mas ainda posso me perder um pouco. Há muito no sistema, e isso envolve uma curva de aprendizado. Se você não tem experiência com o Intercom, não pode simplesmente mergulhar de imediato. Leva um tempo. Análise coletada por e hospedada no G2.com.
Usamos o Intercom como nossa principal modalidade de suporte, que vê mais de 500 conversas ocorrerem por dia.
O Intercom está constantemente evoluindo para atender melhor às nossas necessidades e escalou conosco de 3 funcionários para 12. A capacidade de adicionar recursos extras que nos permitem gerenciar a carga de trabalho em escala tem sido vital para o crescimento e sucesso de nossas operações. Os planos mais simples e baratos são ótimos para pequenas equipes, enquanto os planos mais avançados têm sido críticos à medida que nossa equipe cresceu. Com o Intercom, conseguimos gerenciar a enorme escalabilidade de nossa operação sem sobrecarregar nossa equipe de suporte.
Os recursos de IA recentemente introduzidos têm sido tremendamente bem-sucedidos para nós. Apesar de nossas consultas serem frequentemente complexas, conseguimos instantaneamente alcançar uma taxa de resolução de 50%, que desde então cresceu para quase 80%. Sem isso, teríamos exigido mais nove membros na equipe, cujo treinamento teria resultado em resultados piores para nossos clientes e uma enorme pressão sobre nossa equipe de suporte existente. Vários lançamentos de recursos de IA aprimorados tiveram um impacto substancial e positivo em nossas operações.
Quando precisamos de suporte (o que é raro), eles foram rápidos em fornecer conselhos sólidos. Análise coletada por e hospedada no G2.com.
Todas as funcionalidades são ótimas, muito bem pensadas e fáceis de usar. No entanto, algumas delas não são utilizadas devido ao custo. Os itens de pagamento por envio, como e-mails e outras iniciativas direcionadas, podem se tornar bastante caros, dado o número de clientes expostos à mensagem. Isso nos levou a depender de métodos menos eficientes para enviar e-mails em massa. Eu adoraria ver pacotes que melhor acomodem nossas necessidades nesta área. Análise coletada por e hospedada no 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. Análise coletada por e hospedada no 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. Análise coletada por e hospedada no 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. Análise coletada por e hospedada no G2.com.
Honestly, there’s nothing I dislike about Intercom it works great for me. Análise coletada por e hospedada no G2.com.
Adoro como o Intercom me permite responder a muitas perguntas rapidamente usando macros e outras ferramentas. Posso trabalhar em 50 perguntas ou até mais em uma hora!
Estamos usando um sistema de administração abrangente para nosso serviço e posso alternar facilmente entre o sistema de administração e o Intercom para extrair dados de uma fonte para a outra. Análise coletada por e hospedada no G2.com.
Eu realmente não desgosto de nada. Mas gostaria de ter atalhos para minhas Macros porque as uso muito. Especialmente algumas em particular como:
Atenciosamente,
Niklas
Se eu pudesse configurar um atalho em Gerenciar macros quando crio minha Macro personalizada, eu poderia pressionar CTRL + qualquer tecla para acessar essa Macro em particular. Análise coletada por e hospedada no G2.com.
