Intercom Comentários e detalhes do produto

Writing articles and putting them into collections is easy. What interests me is the access to data. What is being searched for by users, how my team can improve our product.

Putting images ie. screenshots of mobile interface is not intuitive. Image upload accomdates only for landscape screenshots

The product is quite complex, and it is accessible to find out how to do things from the point of view of our users. Intercom also solves problem of queries being buried through our customer success team email. Now we have a dedicated place to answer queries when the team is offline

It is an easy way to help customers. Simple and intuitive.

The beeps that indicate a new message don't always come through

It allows us to offer technical support to our users.

How I can create my own messaging and just press share immediately

Tagging is confusing and understanding how best to target your audience

Messaging our customers throughout their product lifecycle experience

Ease of use, auto responses, great overview and UI

Sometimes has bugs, and is a bit slow at times

Great for talking to multiple customers at once

The layout of the associated data is really helpful. Functionality is optimized with the addition of all the different segments.

Opening tickets in new pages. However, I find it necessary as otherwise, the screen becomes too crammed with data.

Keeping all relevant data in one place with a clean layout is crucial in dealing with cases faster. Tweaking little details makes a difference too. Love the dark theme.

I like the versatility of the intercom where you can customize things to your needs. The interface and the tutorials really teach you a lot and the data the system gives you is very helpful to see what you can do, improve, and how to grow.

Although it is a great system, not everything is perfect and I found that sometimes it is buggy if you don't program things right with he resolution bot and also sometimes the macros don't show up. I find that sometimes I need multiple tabs to juggle things too.

They give quick help whenever they can and they teach you anything you have trouble with. The community board is where you'd find answers too and everyone is great at helping you solve any issues and listen to your problems and give great solutions.

We are able to capture every type of customer request with massager.

The much have used it the more I like it.

We deliver fast answers for our site visitors and customers.

Great UX (design, easy walkthrough) and direct notifications to Gmail

Sometimes irritating to find messages (when closed)

Getting in contact with customers

I love using upscope to screen share with our applicants.

Not being able to change font and background.

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I like that there is a separate section for the applicants we are talking to so we do not get confused about where or conversations are. Also, I like how there are already pre-populated answers depending on the applicants question.

I do not have any current dislike for Intercom.

Intercom is solving issues when trying to help applicants and needing to see what they see and how they are getting confused during the application process.

Just the interface of the system and the chatbot

Some codes are not really working. I have behavior but it is not following it.

The way that we can communicate with the customer

The UI facing our clients looks great. The switch of talking to clients and internal team is smart and it's convenient for us.

cannot search user ID. hard to batch push events to intercom.

provides a service, so our customers team can easily support our users

The automation with Intercom is really great. The analytics really helped me to track my Team's performance on a daily basis.

The visualisation with analytics part could be better.

It was helping me to manage the chats automtically and distribute them among my team. It also helped me track NPS for my clinets.

Intercom's new inbox is great and we have seen a huge increase in our support team's speed by using it. The platform is overall easy to use and integrates well with our tech stack.

Based on the above we wanted to take advantage of one of their higher tiers. Frankly speaking, working with their Sales team has been a real pain and detractor. They firstly want to try and use Intercom for the whole sales cycle which is not great, and conversations that would take 5 minutes if you just hopped on a call, drag out for days. We are also migrating over to an EU bucket from their current US bucket, and again their Sales team has not been especially helpful in addressing specific areas of concern around this. Migrations have a number of different areas to consider and you can feel that the Sales team just want to "get the deal done." It has made us second guess our entire upgrade.

Intercom has allowed us to really keep a pulse on our customers and ensure that we are offering best-in-class customer support. Our customers also find the tool easy to use, and does not make them feel like they are using a conventional ticketing tool.

Search and filter features. Easy to use and helps me find the information I need quickly. also, The APP!!!

Honestly, I wish there were more customizable search perimeters. Intercom is a great platform to help engage with many people effortlessly but if I wanted to filter everyone who 1. utilized a specific 'Keyword' 2. in a particular 'inbox' & 3. are currently 'OPENED' I wouldn't be able to do so. If I was able to do so I'd probably feel like a God anyhow lol

Not just Customer Service but 1-to-1 Customer Service. I feel the ability to engage with Clients/customers/end users instantly on their schedules from more than just my computer is imperative to giving them all the feeling of being taken care of while still doing so remotely.

I like the color coordinated randomly generated names that come in, the way that you can see chat history and stats, and the separate inbox view that are available.

There are a few glitches that persist. Sometimes notifications do not come through, especially if you are looking at another tab or using the mobile app. I also have an issue where every time I open intercom, it shows an old chat that was closed months ago, I have to refresh to make it go away, but te next time I login, it is there again. I have also have had issues with chats coming in late, appearing to have just come in, but they have actually already been waiting for a minute or longer.

My company uses intercom to receive incoming chats and delegate the chats to different workers who are currently online. I'm not sure that I understand this question.

Intercom is always developing new features, based on the users feedback. Also, the Bots are very helpful to Qualify the type of data we are receiving in our customer support; and the best part is it is included in the plan - you don't need to pay a lot of extra money to have this feature. And they are always improving this feature. Also, I like the Customer Service they provide, whenever I have a question they always try their best to solve it or to find a solution, especially to set up the Inbox. I think all of the Intercom interfaces and use of Data bring a modern way of working and providing a good service to our customers.

There are some features in more famous and "conservative" CRMs that are very helpful and are not available on Intercom. Such as choosing the columns on the table layout. So, even though it is a modern CRM, there are some things they need to learn from these other platforms to make Intercom even more powerful. Also, although you dont need to pay extra for the Bots, SLA is only available in more expansive plans - it should be a basic feature in all plans.

Right now, I know they are developing the "hand to another Bot" Bot, which I - personally - did not ask for the feature, but when it is completely developed is gonna be awesome. Besides that, I don't know the others features they are developing right now, but I know that every other day a new feature or a bug correction shows up.

Our company uses Intercom for most of its products, but I primarily use it to build automated messages for our customers including onboarding, re-engagement, webinars and new feature releases. I love how flexible the product is and the ability to visualize your user journey in a sequence. I've created about 28 series so I have a lot of experience using it but it's required a lot of trial and error on my part.

With flexibility comes complexity and I find myself constantly reaching out to support but find they often don't have the best suggestions - it can feel like cookie-cutter responses. Since I don't own the account, I'm not sure if we could be paying for an additional level of support like a CSM, but I wish I had access to someone I could speak to say monthly for best practices. I also just had a really bad experience where 8 hours of work got wiped from the system (I saved it multiple times, built upon the series with additional emails and those emails are still there but the 25 emails I'd created a week prior were just gone). While the support rep tried to help, there was nothing to be done and no explanation as to why it might have happened which makes me wary of the system...I'll be duplicating all my work from here on out. We've also had issues with overlapping messages meaning a user could get 3 different in-app messages from us at once. Intercom currently doesn't have built-in throttling to space out messaging (Pendo has this feature). The recommended solution is using series but it's not a bulletproof solution and requires a lot of complex logic.

Intercom has allowed me to build in automation at scale, saving us HOURS of time.

I love the layout as a customer using Intercom. It's user friendly and easy to master for our client services goals.

I think that there needs to be a way to sign out and not show as "available" on Live Chat. That seems to be a problem. I also think the Live Chat icon is very unassuming and hard to notice on our website. I would make other options of an icon that is more visible to the customers.

They are helping us solve how to talk to customers in real time without being on the phone! The chatbot seems to be useful to them for answering general questions and saving us phone time.

get an email and message through app on phone

It did take 24 hours to get an answer from intercom themselves. The answer was coherent but had that been an emergency the response was slow

more casual contact with customers