18 años ayudando a las empresas
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 (1.095)
Intercom is great for chat
Alternativas consideradas previamente:
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.
Puntos en contra:
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.

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.
Puntos en contra:
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.
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.
Puntos en contra:
El servicio de soporte, se tardan mucho en resolver bugs.
Magnífico!
Puntos a favor:
El mejor descubrimiento para nuestra empresa. Lo utilizamos diariamente y tiene un sinfín de funcionalidades.
Puntos en contra:
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
Puntos en contra:
Ninguna, todas se adaptan a mis necesidades básicas
El mejor Chat
Puntos a favor:
Software de gran calidad y con muchas opciones para gestionar el servicio de atención al cliente
Puntos en contra:
Por ahora no te tengo ninguna queja, cumple las expectativas, no es barato pero vale lo que cuesta
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
Puntos en contra:
demasisdas funciones complicadas , puede ser caro . dificil de configurar y utilizar

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.
Puntos en contra:
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 previamente:
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.
Puntos en contra:
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
Puntos en contra:
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.
Puntos en contra:
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.
Puntos en contra:
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 previamente:
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
Puntos en contra:
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 5 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 darragh@intercom.com and I'll make sure you get sorted.
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.
Puntos en contra:
While the automation of repetitive tasks is great, the messaging sometimes is a bit off or sounds robotic.
Alternativas consideradas previamente:
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.
Puntos en contra:
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 6 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 declan.ivory@intercom.io. Thanks!
Modern customer support platform with strong AI capabilities
Puntos a favor:
Easy, intuitive UX. Strong AI capabilities.
Puntos en contra:
Analytics and reporting can be a bit tricky to navigate.
Intercom for Startups is Awesome
Puntos a favor:
We were fortunate to be accepted into the Startups program so we are receiving a great discount to leverage all the product has to offer. We originally found Intercom for live chat but it offers so many features that we implemented. We love the tooltips and pop-ups. We love the ability to trigger the chat box when certain events occur. There are so many features that we haven’t had a chance to implement them all, each one that we use had helped our users have a better experience on our platform.
Puntos en contra:
Get started was a little difficult and I have had to reach out to Support on a pretty regular basis because I cannot find the answer to my questions in their support center. Their support team is awesome but it can take a day or two to hear from them which is frustrating when you need to get something released quickly.
Alternativas consideradas previamente:
Great live chat and marketing tool
Comentarios: 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.
Puntos a favor:
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.
Puntos en contra:
Many features can be found behind a paywall and their tiers of service and bundles are not very clear.

An innovative and beneficial resource for businesses.
Comentarios: 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.
Puntos a favor:
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.
Puntos en contra:
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.
Alternativas consideradas previamente:
All in one support tool that can grow with you from early stage startup to established organisation
Comentarios: 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.
Puntos a favor:
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.
Puntos en contra:
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.
Best customer service portal
Puntos a favor:
Intercom is a reliable portal for customer service.
Puntos en contra:
Intercom has nothing to be anxious about it.
My pleasant experience with Intercom
Comentarios: Intercom has completely changed how we interact with our customers. The live chat feature is a game-changer, and the automated bots save us so much time by handling common questions and qualifying leads. The ability to segment and personalize messages based on user behavior has made our marketing much more effective. It took a bit to set up, but once running, it’s incredibly efficient. The knowledge base has also reduced our support workload. While it’s not the cheapest option, the value it adds to customer engagement and sales conversions makes it worth the investment.
Puntos a favor:
What I like most about Intercom is its ability to combine multiple customer service, marketing and sales tools into one platform, making direct and efficient communication with users easier. Especially the Intelligent Live Chat.
Puntos en contra:
Intercom is great for mid-sized and larger businesses, but its approach and pricing structure aren't as well suited to startups or small businesses that don't have a dedicated support or sales team. It's also too complex for businesses with simpler needs. It's priced per user or per interaction, so as your customer base grows, so do the costs very significantly.
Tried-and-true solid customer interaction and support channel.
Comentarios: Very positive overall, we used it to interact with customers.
Puntos a favor:
Excellent tool for interacting with customers in real-time.
Puntos en contra:
It is a bit costly, but the benefits outweighed the costs.
Conversations with Team a breeze
Puntos a favor:
The ability to centralize communication channels, including chat, email, and even social media, streamlines our workflow and enhances efficiency. The platform's automation features help us scale our customer interactions without sacrificing quality, and the analytics tools provide valuable insights into user behavior and satisfaction.
Puntos en contra:
The pricing structure can be a bit steep, especially for smaller teams or businesses with limited budgets. Additionally, while Intercom's support is generally responsive, occasional delays in resolving technical issues can be frustrating. Overall, Intercom empowers us to deliver exceptional customer experiences, but careful budgeting and occasional patience are necessary.
Respuesta de Intercom
hace 9 meses
Hi there, Bobby here, I lead the support team at Intercom. Thanks for sharing this. We recently launched all new pricing designed to be accessible for everyone. And as a company offering a Support product, we want our own Support experience to be incredible (with a timely first response and timely resolution!) Sorry to see we missed on these... I'd love to know specifics so we can improve. If you're open to chatting you can email me at robert.stapleton@intercom.io Thank you!
The best - at a price
Puntos a favor:
Very complete solution, probably the best in the category
Puntos en contra:
It is quite expensive very others competitors out there