15 años ayudando a las empresas argentinas
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Sobre Intercom

La primera plataforma mundial de mensajería de clientes para el crecimiento empresarial.

Descubre más sobre Intercom

Puntos a favor:

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.

Contras:

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.

Valoraciones de Intercom

Evaluación media

Facilidad de uso
4,4
Atención al cliente
4,3
Funcionalidades
4,4
Relación calidad-precio
4,0

Probabilidad de recomendación

8,2/10

Intercom tiene una valoración global de 4,5 estrellas sobre 5 según las 1.044 opiniones de usuarios de Capterra.

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Filtrar opiniones (1.044)

Jesse
Technical Operations Solution Specialist
Usuario de Linkedin verificado
Organización de eventos, 51-200 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Intercom is great for chat

5,0 hace 2 años
Los subtítulos en español están disponibles en el reproductor de vídeo
Usuario verificado
Usuario de Linkedin verificado
Contabilidad, 51-200 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Alternativas consideradas:

software completo para cualquier SaaS

4,0 hace 8 meses

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.

Contras:

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.

Héctor
Héctor
Head of Customer Service & BackOffice en España
Usuario de Linkedin verificado
Tecnología y servicios de la información, 11-50 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

De lo mejor a nivel producto, pero con una atención al cliente nefasta

4,0 hace 3 años

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.

Contras:

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 3 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)

Joan
Filmmaker en España
Producción audiovisual, 2-10 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

Alternativas consideradas:

Profesionalidad

5,0 hace 3 años

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.

Contras:

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 3 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)

Gabriela
Gabriela
Servicio de Atención al Cliente en Argentina
Usuario de Linkedin verificado
Comercio minorista, 5.001-10.000 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

Una excelente herramienta para mejorar el servicio de atención al cliente

5,0 hace 10 meses

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.

Contras:

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.

Usuario verificado
Usuario de Linkedin verificado
Contabilidad, 51-200 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Me gusta y no puedo pensar usar otra plataforma

5,0 hace 7 meses

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.

Contras:

El servicio de soporte, se tardan mucho en resolver bugs.

Mateo
Gerente en Uruguay
Servicios financieros, 11-50 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Magnífico!

5,0 hace 9 meses

Puntos a favor:

El mejor descubrimiento para nuestra empresa. Lo utilizamos diariamente y tiene un sinfín de funcionalidades.

Contras:

Si bien está bien que sea de pago, no llegamos a utilizar algunas de sus funcionalidades por el alto costo que tienen.

Guillermo
CMO en España
Automoción, 2-10 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

El mejor Chat

5,0 hace 12 meses

Puntos a favor:

Software de gran calidad y con muchas opciones para gestionar el servicio de atención al cliente

Contras:

Por ahora no te tengo ninguna queja, cumple las expectativas, no es barato pero vale lo que cuesta

Jesus
Contador en México
Tecnología y servicios de la información, 51-200 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

Intercom es una plataforma super sencilla de usuar pero genera mucho valor corporativo.

5,0 el año pasado

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

Contras:

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"

Usuario verificado
Usuario de Linkedin verificado
Servicios para el consumidor, 51-200 empleados
Ha utilizado el software durante: 1-5 meses
Fuente de la reseña

El mejor software de Servicio al Cliente

5,0 hace 2 años

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.

Contras:

A veces la asignación de tickets no es 100% precisa, se podría mejorar en cuanto a este punto.

Blanca Lorena
Manayer en Honduras
Marketing y publicidad, Trabajador autónomo
Ha utilizado el software durante: Prueba gratis
Fuente de la reseña

Comunicación efectiva

5,0 hace 9 meses

Comentarios: Obtengo la habilidad de administrar el correo desde cualquier lugar

Puntos a favor:

Chat en tiempo real dirigido a mis consumidores

Contras:

Ninguna, todas se adaptan a mis necesidades básicas

Usuario verificado
Usuario de Linkedin verificado
Construcción, 2-10 empleados
Ha utilizado el software durante: 1-5 meses
Fuente de la reseña

es una plataforma de servicio al cliente y comunicacion empresarial

4,0 hace 7 meses

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

Contras:

demasisdas funciones complicadas , puede ser caro . dificil de configurar y utilizar

Liam
Liam
People Operations Manager en EE. UU.
Usuario de Linkedin verificado
Software informático, 11-50 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

Alternativas consideradas:

Not Much Competition

5,0 hace 5 años

Comentarios: 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.

Puntos a favor:

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.

Contras:

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 en EE. UU.
Usuario de Linkedin verificado
Hospital y atención sanitaria, 10.000+ empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Intercom is a great support system tool

4,0 hace 8 meses

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.

Contras:

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.

Allison
Head of Customer Success en EE. UU.
Software informático, 2-10 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Top of the line customer support solution with lots of features.

5,0 hace 4 semanas Nuevo

Puntos a favor:

Intercom is super easy to use and doesn't require a lot of training of end users. I like that we can add it to directly to our website so that it's easily accessible by our customers. We also heavily utilize their proactive support features to alert customers to new features and updates, which is very handy. We also use their survey feature and like that it's easy for our customers to answer. Their chat feature is good and we like the automation that you can program to triage customer issues.

Contras:

I wish the ticketing feature was better so that we could more easily communicate tickets to engineering that need additional work and support and tag them to multiple customers. The Jira integration doesn't give enough visibility into what's happening in Jira as well. The reports from surveys also aren't the best/a little difficult to use. It's hard to sometimes see how the feedback we receive on questions corresponds with the score.

Susanna
COO en EE. UU.
Hospital y atención sanitaria, 11-50 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Unreponsive and caused a severe service disruption

1,0 hace 3 años

Comentarios: When COVID hit, we were evaluating our software solutions and inquired about switching from an annual contract to month-to-month. We asked what the changes to our pricing and feature suite would be if we moved forward with that change. We didn't get a response. Instead I received an automated email from their [SENSITIVE CONTENT HIDDEN] that our contract was cancelled effective [SENSITIVE CONTENT HIDDEN]. We reached out and for several days, did not get a response. On September 17th, our service was completely halted in the middle of the workday. Our team was unable to respond to any customer tickets for the remainder of the day. When we finally did get a hold of someone, they told us they were switching us to month to month, just as we had asked. We were told that was a completely different business platform and required a transition. None of this was communicated to us prior to the (entirely preventable) service outage, and again, we were just inquiring about the options should we choose to switch. We lost our settings as well as a previously agreed upon pricing discount built into our contract when they made this change. A manager was brought onto the phone and we were told they would get back to us with a concession because of the severe service disruption. We were never contacted again, until today when I was sent an email stating that they will not offer any concessions and they are sad to see us go, but that my Relationship Manager [SENSITIVE CONTENT HIDDEN], will no longer be available to me starting next week.

Puntos a favor:

When we were first started using them, they were flexible, had great customer service, and seemed genuinely invested in helping us succeed.

Contras:

Their customer service has been incredible poor. They caused a completely preventable service disruption that caused several hours of outage for our team, and have been difficult to get in touch with.

Respuesta de Intercom

hace 3 años

Hi Susanna, I'm sorry to hear about your experience with Intercom - this is certainly not how we want our customers to feel. I've taken a look through your account and can see there's an opportunity for us to more clearly communicate the necessary steps when changing billing models so you don't miss any steps. This is something that we're working on at the moment so I assure that your feedback will not go unheard. We never want an Intercom user to loose access to our tools as we recognize businesses rely on our services. Our Relationship Managers work exclusively with customers on annual contracts so as you will be moving to a monthly model you will no longer have access to that team, however you will still have access to to our support team via the messenger. I do want to recognize that response times in previous months have not been where we'd like but we've made changes and are back on track now. Thanks again for this post, Kate (Intercom - Customer Engagement)

John
Gym co-owner en EE. UU.
Salud, bienestar y deporte, 2-10 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

Recommended from the perspective of a moderate-scale gym owner

5,0 hace 3 semanas Nuevo

Puntos a favor:

When we were selecting communication products, we wanted the ability to contact current customers quickly using mass updates for things like gym closures, schedule changes, etc. We also wanted to communicate effectively and quickly with new members -- this is a difficult task since we are on a college campus. Intercom REALLY improved how we engage with members at our jiu jitsu gym. The live chat feature helped us answer quick questions from potential new members, and also allowed us to schedule/adjust training sessions on an as-needed basis. For our kids program, the automated messaging feature was a plus.

Contras:

We had a few very minor hicups when trying to keep members informed about seminars and other large scale events, but the customer support resolved these extremely quickly.

Thomas
CEO en Polonia
Tecnología y servicios de la información, 2-10 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Alternativas consideradas:

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

5,0 hace 10 meses

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.

Contras:

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 en EE. UU.
Usuario de Linkedin verificado
Hospital y atención sanitaria, 10.000+ empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

An innovative and beneficial resource for businesses.

5,0 hace 8 meses

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.

Contras:

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.

Jennie
Jennie
Marketing Manager en EE. UU.
Usuario de Linkedin verificado
Internet, 2-10 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

Alternativas consideradas:

A Great Lead Capture

5,0 hace 5 años

Comentarios: Makes customer communication and customer acquisition easier. I wish the chat flows were more advanced and customizable. There was definitely a learning curve with the chat flows. Also, I don't believe I can export contact information with my leads.

Puntos a favor:

-Capturing emails and names -Integrating to Hubspot and other software for easy lead closure -Creating chat flows allows us to communicate to customers faster and saves us time

Contras:

-Would like to combine actions on Intercom -Hubspot Integration is not perfect; would like to have specific field matching -Chat flow capabilities are limited

Usuario verificado
Usuario de Linkedin verificado
Software informático, 2-10 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Alternativas consideradas:

Great live chat and marketing tool

5,0 hace 5 meses

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.

Contras:

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

jason
software developer en Canadá
Internet, 51-200 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

intercom end-users review

5,0 hace 3 semanas Nuevo

Puntos a favor:

rich-featured product, and ai facilities, do its job

Contras:

only thing I would like to add is the mobile version doesn't have the same feature as the web version

Lukas
B2B SaaS consultant en Chequia
Consultoría de gestión, Trabajador autónomo
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Alternativas consideradas:

Intercom is helping customers success, support, marketing and sales

5,0 el año pasado

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

Puntos a favor:

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.

Contras:

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.

Peter
Product Manager en Dinamarca
Software informático, 51-200 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Industry leader in category of customer communication

5,0 hace 4 años

Comentarios: Intercom has grown to become an (almost) 1-stop-shop for all things customer communication related. Both sales, customer support, product etc. can benefit from directly using Intercom to communicate with your applications customers.

Puntos a favor:

A powerful platform that allows to view your customers session and meta data, instantly send targeted messages and set up email/in-app messaging campaigns, create help desk articles for self-service, automate workflows with bots and rules, onboard your application

Contras:

The increase of features and modules have brought the complexity of the software up. It's easy to get up and running (require 1 line of code), but the road to fully adopting the suite of tools is long.

Respuesta de Intercom

hace 4 años

A huge thank you for taking the time to leave this review Peter. I'm extremely happy to hear that you are seeing the benefits of using Intercom for your customer communication. Thanks also for letting us know about your setup feedback. Even as our solutions evolve and become more powerful we aim to keep setup as straightforward as possible. Kate (Intercom - Customer Engagement)

Usuario verificado
Usuario de Linkedin verificado
Hospital y atención sanitaria, 2-10 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Lots of Features but Frustrating When Messages Get Lost

4,0 hace 5 años

Comentarios: 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.

Puntos a favor:

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.

Contras:

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.

Usuario verificado
Usuario de Linkedin verificado
Internet, 11-50 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Alternativas consideradas:

A true ecosystem

5,0 hace 3 años

Comentarios: We have stuck with intercom for 4 years at this point and no plans to leave. I think that is testament to how strong an offering they currently have.

Puntos a favor:

I would not have written a positive review about Intercom 12 months ago. There were too many small grievances with the individual features that were all building up. Recently the platform has matured enormously. It feels like the team at intercom has come into it's stride. New features like Series, Guides ect and most importantly - how they all work together - has made it a much better experience.

Contras:

Currently my 2 biggest gripes are cost and customer services. I do think for a scale-up the price gets very steep very quickly. The customer support thing is more annoying - a core part of Intercoms offering is instant-chat. I remember 2 years ago their own instant chat was really great - now it can take a long time for a response to come in.

Respuesta de Intercom

hace 3 años

Thank you so much for leaving us this review. I just shared your comments with our Product team and it mad their day! Especially the team working on our Series product :) I also really appreciate your feedback on our costs and support wait times, even more so considering you have been such a loyal and log-term customer. As of late our reply times have unfortunately slowed but we've been working (and hiring!) diligently to speed things back up to the expected turnaround times. That said our reply times do range from a few hours to a few days based on subscription (Premium receives the fastest turnaround time) and nature or urgency of the query. When it comes to costs we always aim to align these with the value you are seeing so if you feel this is not the case please do get in touch with the team via the messenger to chat through your options. Thanks again, Kate (Intercom - Customer Engagement)