Da 15 anni aiutiamo le aziende italiane
a scegliere i migliori software

Informazioni su Intercom

La prima piattaforma di messaggistica per i clienti del mondo pensata per la crescita aziendale.

Ulteriori informazioni su Intercom

Aspetti positivi:

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.

Aspetti negativi:

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.

Valutazioni di Intercom

Punteggio medio

Facilità d'uso
4,4
Servizio clienti
4,3
Caratteristiche
4,4
Rapporto qualità-prezzo
4,0

Lo consiglieresti?

8,2/10

Intercom ha una valutazione complessiva di 4,5 stelle su 5, calcolata sulla base di 1.042 recensioni degli utenti di Capterra.

Hai già usato Intercom?

Condividi la tua esperienza con altri acquirenti.

Filtra le recensioni (1.042)

Jesse
Technical Operations Solution Specialist
Utente LinkedIn Verificato
Organizzazione eventi, 51-200 dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

Intercom is great for chat

5,0 2 anni fa
Sottotitoli in italiano disponibili nel lettore video
Taha
Civil Engineer (Italia)
Consulenza manageriale, 2-10 dipendenti
Ha utilizzato il software per: 6-12 mesi
Fonte della recensione

Una centrale elettrica per il coinvolgimento dei clienti con difetti minori

5,0 11 mesi fa

Commenti: La mia esperienza complessiva con Intercom è stata positiva. Nonostante i suoi piccoli inconvenienti, credo che la piattaforma offra una soluzione potente per le aziende che desiderano migliorare il coinvolgimento dei clienti e le capacità di supporto.

Aspetti positivi:

Adoro assolutamente Intercom per la sua perfetta integrazione nel nostro sito Web e nell'app mobile. Fornisce un'interfaccia di chat di facile utilizzo che mi consente di connettermi con i clienti in tempo reale, il che è fantastico per aumentare la soddisfazione del cliente.

Aspetti negativi:

Trovo che il prezzo possa essere un po' alto, soprattutto per le piccole imprese.

Simone
CISUP Director (Italia)
Istruzione superiore, 1.001-5.000 dipendenti
Ha utilizzato il software per: 1-5 mesi
Fonte della recensione

Coinvolgi facilmente i clienti con Intercom

5,0 12 mesi fa

Commenti: Intercom è una scelta facile per creare esperienze cliente uniche e coinvolgenti e si integra bene con altri strumenti.

Aspetti positivi:

Intercom è un ottimo strumento per creare percorsi coinvolgenti per i clienti, offrendo supporto, promozioni, conversione di lead e ospitando un centro assistenza da un'unica piattaforma.

Aspetti negativi:

Il supporto di Intercom potrebbe essere un po' più rapido, poiché le risposte possono richiedere fino a un giorno.

Utente Verificato
Utente LinkedIn Verificato
Software informatici, 11-50 dipendenti
Ha utilizzato il software per: Più di 1 anno
Fonte della recensione

Stato dell'arte dei progetti

3,0 anno scorso

Aspetti positivi:

Possibilità di tracciare il tempo impiegato per ogni risorsa in ogni progetto in modo chiaro

Aspetti negativi:

Spesso non si aggiorna correttamente e non è facile spostare progetti

Angelo
Commerciante (Italia)
Ingegneria meccanica o industriale, 2-10 dipendenti
Ha utilizzato il software per: 1-5 mesi
Fonte della recensione

Utile per la gestione

4,0 anno scorso

Aspetti positivi:

Utile per la gestione delle richieste dei clienti

Aspetti negativi:

In generale lo trovo semplice e facile.

Liam
Liam
People Operations Manager (USA)
Utente LinkedIn Verificato
Software informatici, 11-50 dipendenti
Ha utilizzato il software per: 6-12 mesi
Fonte della recensione

Alternative considerate:

Not Much Competition

5,0 5 anni fa

Commenti: Everything has been fantastic from the Customer Success-led implementation process to it being deployed to our users. Multiple compliments on the feasibility of use since purchasing.

Aspetti positivi:

From both the administrative and user perspective, the ease of use and just overall depth of what you can create with the product is very impressive. It allows a great amount of customer support to be automated and simplify it's delivery via articles and a knowledge base that'll continually grow. Although it's not the biggest feature, as a user, I love that it's focused on getting you an answer/resolution the quickest way possible given the same entry method. Type "adding users" in an application with Intercom support will quickly both deliver you articles that can potentially solve your problem or will also quickly deploy a CSM to you to answer it directly in case it was a bit more complex. Best part though is the feedback cycle, you're typing exactly what you want to know into the application and if no articles return: New Content Topic.

Aspetti negativi:

Theres really not much. I've run into situations where it was wrongly applied within other organizations and not properly resourced, giving a less than average experience. But that's not as much specific to Intercom themselves. Given they are the industry leader, it can come at a premium for a larger organizations.

Lillian
Lillian
Human Resources Generalist (USA)
Utente LinkedIn Verificato
Ospedali e sistemi sanitari, 10.000+ dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

Intercom is a great support system tool

4,0 7 mesi fa

Commenti: 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.

Aspetti positivi:

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.

Aspetti negativi:

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.

Hanane
Freelance (Marocco)
Marketing e pubblicità, Lavoratore autonomo
Ha utilizzato il software per: Più di 1 anno
Fonte della recensione

The world of marketing

5,0 2 mesi fa Nuova

Commenti: One of the best applications that I have used and still like you .For its activity and ease

Aspetti positivi:

It is one of the best applications in terms of ease of use .It contains many features that help customers in marketing

Aspetti negativi:

It is a distinctive application, but it is one of the expensive applications for small companies

Michael
Manager (USA)
Studi medici, 11-50 dipendenti
Ha utilizzato il software per: 6-12 mesi
Fonte della recensione

Good luck getting support

3,0 mese scorso Nuova

Commenti: We were sold all the bells and whistles, but there was no onboarding help or assistance. They give you the manual and wish you luck.

Aspetti positivi:

Intercom chat works as it is supposed to. We are only using the chat function and have not tried any of the other bells and whistles.

Aspetti negativi:

Good luck getting live support. If you do get support, they will just forward you articles.

Risposta di Intercom

mese scorso

Hey Michael, Bobby Stapleton here from the human support team. Sorry to see this. Depending on your needs it can take work to get setup and going. But we want to help make that process as easy as we can. Send me an email and I'll look into this for further you!

Utente Verificato
Utente LinkedIn Verificato
Software informatici, 2-10 dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

Alternative considerate:

Great live chat and marketing tool

5,0 3 mesi fa

Commenti: Intercom is vital for our sales and customer service teams, we use it to communicate with our customers in real time and through email campaigns.

Aspetti positivi:

It is easy to use, and honestly one of the best tools out there. Intercom has a ton of features that go from a simple chat bubble to interact with your users, to email marketing tools and AI bots. They have a ton of integrations with other services.

Aspetti negativi:

Many features can be found behind a paywall and their tiers of service and bundles are not very clear.

Thomas
CEO (Polonia)
Servizi e tecnologie dell'informazione, 2-10 dipendenti
Ha utilizzato il software per: Più di 1 anno
Fonte della recensione

Alternative considerate:

All in one support tool that can grow with you from early stage startup to established organisation

5,0 8 mesi fa

Commenti: Very positive and I would recommend Intercom to any early stage startup to apply for the Startup programme in order to get A LOT of functionality and bang for your buck. We have used Intercom from when it was just 2 [sensitive content hidden] to now a company of 50+ people, you don't need to waste time looking for another tool as it can grow with you.

Aspetti positivi:

The conversation routing bot was extremely easy to set-up and empowered us to streamline and automate our customer service and support processes. Furthermore, the ability to add-on features and functionality, such as WhatsApp integrate, was great to allow us to customize what we needed for our business.

Aspetti negativi:

Without the startup programme the pricing is quite aggressive with a basic package starting from $74 / month. Therefore, you really need to invest some time to set-up Intercom to add as much value as possible because it is pricey vs alternatives.

Emma
Emma
Senior Director Product Marketing (USA)
Utente LinkedIn Verificato
Ospedali e sistemi sanitari, 10.000+ dipendenti
Ha utilizzato il software per: Più di 1 anno
Fonte della recensione

An innovative and beneficial resource for businesses.

5,0 7 mesi fa

Commenti: 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.

Aspetti positivi:

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.

Aspetti negativi:

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.

Sarah
Sarah
System Administrator (USA)
Utente LinkedIn Verificato
Servizi e tecnologie dell'informazione, 10.000+ dipendenti
Ha utilizzato il software per: Più di 1 anno
Fonte della recensione

The Finest Online Chat Service Currently Available

4,0 anno scorso

Commenti: In a short amount of time, we can offer extensive support to our clients. Having a help desk and the option to speak in real time are both fantastic additions. Many businesses today use Intercom to request pricing and quote information, and the platform's ability to route inquiries to the appropriate team member is a huge asset in building a pipeline.

Aspetti positivi:

For over a year, I've loved the intercom's ease of use. Love the mobile app, and the interface is clean. Our services are highly adaptable. When it comes to expanding support, bots are invaluable. The onboarding process is also quite beneficial.

Aspetti negativi:

Having more inactive contacts on the intercom increased the monthly bill. You must continually archive users in order to keep costs at a minimum.

GEORGIOS
Customer Support Manager (Grecia)
Marketing e pubblicità, 2-10 dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

Powerful tool with some limitations

5,0 mese scorso Nuova

Aspetti positivi:

Intercom really in a very solid and rounded product you can have a really good set up with it when it comes to customer communication and support

Aspetti negativi:

A bit pricey and they way cost is calculated is a bit counter intuitive for start ups.

Roja
Solution manager (India)
Gestione formativa, 51-200 dipendenti
Ha utilizzato il software per: Prova gratuita
Fonte della recensione

Highly recommended

4,0 mese scorso Nuova

Aspetti positivi:

Who looking for ticket management software they can use intercom.They have features too automatic tagging,report and easy collaboration.

Aspetti negativi:

I thought getting notification can be delayed.

Beat
Inhaber (Svizzera)
Internet, 2-10 dipendenti
Ha utilizzato il software per: 6-12 mesi
Fonte della recensione

Alternative considerate:

Advertising for Intercom in every E-Mail

5,0 4 anni fa

Commenti: We have been using the solution productively for some time now, then discontinued it for cost reasons. Now a plan was booked and cancelled in a new subscription structure again as a test. In the plans up to Pro, the customer also figures as an advertising slingshot, since an advertising line for intercom is always included in every e-mail. Since we did not want this at all (after all, the plan already costs 99 dollars / month) the test was finally cancelled. Intercom didn't want to offer a solution to this, except to offer updates to the next higher subscription (499 dollars / month) which is not affordable for a small company.

Aspetti positivi:

+ Beautiful design, with many useful details. + Good iOS and Android app with slightly limited operation. + An easy to understand messenger for the customer. + Customisable messenger with colours, text and details.

Aspetti negativi:

- High price and only monthly plans. - Platform only in English. - Minimal help center, but large but confusing Academy pages. - Tedious setup help, although the setup itself is not complex. - Support replies take up to two days, in English only.

Risposta di Intercom

4 anni fa

Thanks for taking the time to leave us this review Beat and letting us know about your intercom experience. I'm sorry to hear that we're not the right fit for you at this time, but thank you for sending us your feedback. Kate (Intercom - Customer Engagement)

Lukas
B2B SaaS consultant (Cechia)
Consulenza manageriale, Lavoratore autonomo
Ha utilizzato il software per: Più di 1 anno
Fonte della recensione

Alternative considerate:

Intercom is helping customers success, support, marketing and sales

5,0 12 mesi fa

Commenti: It is a perfect solution for a B2B SaaS business.

Aspetti positivi:

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.

Aspetti negativi:

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.

Utente Verificato
Utente LinkedIn Verificato
Ospedali e sistemi sanitari, 2-10 dipendenti
Ha utilizzato il software per: Più di 1 anno
Fonte della recensione

Lots of Features but Frustrating When Messages Get Lost

4,0 5 anni fa

Commenti: Our team used intercom to support a large team of contractors that would frequently visit our website and work with us on a regular basis. We frequently use the "segment" feature to learn more about our population and to send out messages to certain segments. We also used a variety of integrations. For example, we used upscope.io so that we could immediately screenshare with any user who was on our website if they sent us a message on intercom that they needed help. The user would get a popup asing if they want to let the administrator view their screen and they just need to click "ok." That's it. It's that easy. Upscope.io integrates directly with intercom. You can also add Google Calendar to intercom so that intercom users can schedule a call with a teammate directly.

Aspetti positivi:

Intercom allows for various quasi-queries, integrations, and outound messasges to your users. This is very helpful and is not available in all of the other customer support platforms that I have used. You can find out information about your customer population. You can send messages to only CERTAIN "segments" of your customer population. You can also integrate with a WIDE variety of other softwares to really up your customer support game.

Aspetti negativi:

Intercom does not show all of the user messages together unless you open their profile OR they send their message as a response. So, for example, if a customer sends you a message, then 10 minutes later they create a new chat and send a new message, those messages are not linked togather unless you open their profile. I have had the experience of different agents answering the two messages or of answering one message only to see that the same user had sent a correction to their message. This is very frustrating. It can also be difficult for users to locate the knowledge base which leads to more inbound messages. Intercom is trying to solve this by bot responses, but this is something you may have to pay for.

Guy
Manager (Israele)
Servizi di informazione, 51-200 dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

Horrendous company, be careful of getting locked in

1,0 4 anni fa

Commenti: Absolutely horrible in every possible way.

Aspetti positivi:

The UI allowing to construct auto-messages

Aspetti negativi:

They lure companies in to integrating intercom into the workflows and take advantage of the difficulty of later migrating to another product, in order to jack up the prices to ridiculous levels. We've had to complain multiple times each year for drastic overcharges (think 3x) and fight with them for months until they would process some refund (after numerous lies and diversion attempts by their reps). Unethical company, unethical staff, can't be trusted one bit as a business partner. Also be aware that they do not grandfather plans, and you are at their mercy, they can at any time give you a short notice before "updating" the pricing structure. The most recent "update" would have caused a ~5x in price, getting us to flee to another provider at a great internal cost.

Risposta di Intercom

4 anni fa

Hi Guy - first off, I want to apologize for the difficulties you've had. Since Intercom started, we've focused entirely on the idea of strong customer relationships and I'm sorry that we let you down here. I hope I can clarify why these pricing changes are being made and provide some more context. We've recently changed our pricing model to a simpler one that we believe is better aligned with the value our customers get from the product. That meant an increase in price for some customers and a decrease for others. Getting pricing right at Intercom has admittedly always been really challenging for us, but we don't want you to feel this way. I'm sorry to see you go as a customer. If you'd like to speak to your account manager (or me directly) about what happened for your account specifically, we'd really love to chat. You can email me (phil at intercom dot com) if you're open to a conversation. Phil (Intercom - Customer Engagement)

Helen
Customer Success Manager (Francia)
Software informatici, 11-50 dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

Mostly great, with some glaring issues

4,0 anno scorso

Commenti: Mostly positive, but even so we are in the process of switching to another tool that has more straightforward pricing and complete features.

Aspetti positivi:

Generally Intercom is easy to use and their documentation is quite good, so it's usually easy to find the answer to any question we might have. Anytime a new feature or change is rolled out, they offer pretty solid onboarding and walk you through how to get the most out of it. In terms of capabilities, I'd say Intercom offers more than most. Many options for integrations. We use it for lead generation, email marketing, customer engagement, and tickets. In all cases it is pretty quick and easy to use and easy to collaborate with team members.

Aspetti negativi:

We've been using Intercom for years without any significant issues, but over the past 2-3 years it has grown and evolved in ways that haven't always been positive. Their customer support is much slower and less responsive than they once were. As they've added new features and capabilities they've also increased fees and now you have to pay separately for every tiny thing. It seems like every single feature in the platform requires a paid upgrade and this rapidly and significantly increases the cost. Reporting is very weak and only goes back a few months (it's so bad that we don't use any of it... all of our reporting is done externally with integrations).Finally, and perhaps most significantly, many of their features don't really work the way they are marketed or the way that you'd expect. This has led to continuous disappointments when we learn that certain features don't really do what they claim to do. They are must more limited than they appear, and when you speak to their customer support about it they are always scrambling to offer you some sort of a workaround. Workarounds can be fine, but they shouldn't be required so frequently, especially for such an expensive tool.

David
Expert Community Lead (USA)
Software informatici, 201-500 dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

Intercom is The Best chat/support tool available

5,0 4 anni fa

Commenti: The business problems we are solving using Intercom are managing incoming requests and sending in-app messages and emails. And Intercom does this with flying colors. Regardless if a user messages us live on our site, via email, or even Facebook, our support team is easily able to reply and help. It also integrates perfectly with our app to provide full visibility of a user easily accessing their profile to gain deeper insights to assist the user even more effectively. There's a reason Intercom is growing so quickly; because it's a great product and is built with quality.

Aspetti positivi:

What I like most about Intercom is how easy it is to jump in and begin assisting users with their questions and requests. It's been an invaluable tool for communicating with our users (both clients and developers) on Codeable and we've been relying on it 365 days a year for 5+ years straight. There are so many new features they keep releasing which are often things we didn't realize we need until we tried them and discovered we can't live with them.

Aspetti negativi:

For the size of our support team and number of messages we send, Intercom is one of the more expensive SaaS products we use. There are other services that may manage a support center better, but those don't provide the same quality of live chat, self-serving help center, or messenger bots that Intercom provides. While cost is a consideration for all companies, we feel Intercom is still the best value for the money and are happy paying the price for all the value it brings us.

Risposta di Intercom

4 anni fa

A big thank you from the team here at Intercom for your kind words David!

Utente Verificato
Utente LinkedIn Verificato
Internet, 501-1.000 dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

Alternative considerate:

Intercom is a support agent's delight!

5,0 2 anni fa

Commenti: Fantastic.

Aspetti positivi:

Intercom is easy to use and a supremely evolved support tool. It's a must have for early startups as they scale their businesses. Agent's can easily grasp and start using the product. The support articles are my favourite feature.

Aspetti negativi:

I didn't like that Intercom does not support WhatsApp templates triggering via system APIs basis user actions.

Olivia
Director of Business Development (USA)
Servizi finanziari, 51-200 dipendenti
Ha utilizzato il software per: 6-12 mesi
Fonte della recensione

Terrible customer service and onboarding

5,0 3 anni fa

Commenti: Onboarding was absolutely horrific. We even complained during onboarding about our rep. Basically our onboarding meeting comprised of --> Please log in and share your screen with us...now, what questions do you have for us? Excuse me? This is your product, what do you mean what questions we have? Everything, including how to set up and use your products. But the answers we got was basically the same, to look up the help center and let them know if any questions. It was terrible. The sales process was more informative than the actual onboarding. Awful response time from customer service. Can only chat, no calls. You're basically on your own once you pay them.

Aspetti positivi:

The product once you get past the setting up and figure out everything on your own, is great and meets our needs. It's easy to chat with leads and customer and easy to install on any websites.

Aspetti negativi:

Onboarding was a nightmare. Their help center is not all that helpful. You can only chat with customer service via the chatbot. It takes them 8 hours to over a day to respond back, if you're lucky (which is quite ironic for selling a chatbot product but they have zero urgency on their own). Everything costs extra, every feature is priced separately.

Risposta di Intercom

3 anni fa

Hi Olivia, thank you for leaving us such a thorough and frank review. I'm glad that you found the tools meet your business needs but am sorry to hear our onboarding and support did not meet your expectations. I will personally be taking this feedback to the teams involved to help inform future improvements we can make here. Thank you for sharing this with us. Kate (Intercom - Customer Engagement)

Katarzyna
Technical Support Specialist (Polonia)
Software informatici, 51-200 dipendenti
Ha utilizzato il software per: 6-12 mesi
Fonte della recensione

Alternative considerate:

Intercome is up to something, but it's not there yet

5,0 2 anni fa

Commenti: In your everyday job, when you simply respond to incoming chats - Intercome is amazing. Once you want to do anything beyond that, it gets complicated, but not impossible. Also, their support is not really responsive, but you eventually get an answer from them.

Aspetti positivi:

The live chat! It's working perfectly, it's easy to set up, and easy to use by both the customer and the support agent - one of the best options on the market for me.

Aspetti negativi:

Everything besides the live chat - the knowledge base management has so little features and possibilities it hurt my soul everytime I needed to write an article :( Also, sending or receiving email is also quite a mess, it needs a little bit more work from Intercome.

Krish
COO (Australia)
Servizi e tecnologie dell'informazione, 2-10 dipendenti
Ha utilizzato il software per: Più di 1 anno
Fonte della recensione

Alternative considerate:

Effective, Easy to you, and worth learning additional features

5,0 anno scorso

Commenti: Overall it has been good. I took the time to learn about some of the features and it has benefited me and the team greatly.

Aspetti positivi:

I enjoy the interface and how you can create macros. It is easy to collaborate with the team.

Aspetti negativi:

It can feel a bit anti-intuitive at times. This is something that has stopped us previously from using the product. There is also the hidden/paywalled features that are priced excessively that you need to contact a sales team to get.

Utente Verificato
Utente LinkedIn Verificato
Proprietà immobiliari, 11-50 dipendenti
Ha utilizzato il software per: Più di 1 anno
Fonte della recensione

Small SAS Use

4,0 5 anni fa

Commenti: Our main use for intercom is tier 1 chat support. Our users know that this is the fastest way to get ahold of us. In lieu of using a chatbot we've gone in and created a bunch of quick responses that we can go in and edit. This has cut down on the amount of time we spend chatting with a customer and it allows us to control the message that we are sending out across the board. We've also used campaigns to let our users know of new product releases and have sent out Net Promoter Score Survey's out in a campaign. I'd like to note that we do not use Intercom as a CRM for leads on enterprise accounts.

Aspetti positivi:

Intercom is really easy to set up and importing users into the software is really simple. It's nice to be able to create an online library of help articles and have it available for our users to find. The chat feature is what we use most and our users definitely enjoy how easy it is to reach out to us.

Aspetti negativi:

Our customers have a difficult time closing out of conversations or seeing actions on our screen that need to be taken on the right hand of the screen. The chat box will often times cause them to become more frustrated as they need to open and close the chat as we give instructions. The close button is in a circle under the chat, which is a spot that most people don't usually look for. There are a few customizable things that we'd like to see. Like the ability to create custom out of office messages or include holiday messages to let our users know we're either out of office or responding slowly.