{"id":1046,"date":"2017-01-13T11:46:11","date_gmt":"2017-01-13T14:46:11","guid":{"rendered":"http:\/\/www.neolo.com\/blog\/?p=1046"},"modified":"2020-12-19T00:24:15","modified_gmt":"2020-12-19T03:24:15","slug":"probamos-intercom-esta-nuestra-opinion","status":"publish","type":"post","link":"https:\/\/www.neolo.com\/blog\/probamos-intercom-esta-nuestra-opinion.php","title":{"rendered":"Probamos Intercom y esta es nuestra opini\u00f3n"},"content":{"rendered":"<span class=\"span-reading-time rt-reading-time\" style=\"display: block;\"><span class=\"rt-label rt-prefix\">Tiempo de lectura:<\/span> <span class=\"rt-time\"> 3<\/span> <span class=\"rt-label rt-postfix\">minutos<\/span><\/span><p>En las \u00faltimas semanas, estuvimos probando <a href=\"https:\/\/www.intercom.com\" target=\"_blank\" rel=\"noopener noreferrer\">Intercom<\/a> para la comunicaci\u00f3n via chat con los visitantes de nuestro sitio web.<\/p>\n<p>Intercom es una aplicaci\u00f3n de chat entre proveedor y cliente, que tiene much\u00edsima fama y rese\u00f1as positivas, no obstante, esto var\u00eda en funci\u00f3n de cu\u00e1l es la necesidad concreta que tenga la empresa, y si esta de beneficiosa o no.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-1047 size-full aligncenter\" src=\"https:\/\/www.neolo.com\/blog\/wp-content\/uploads\/2017\/01\/support-solution-hover-2x-6937d3bb233ee1de853112200f14b47729bd4a1911f88414d6ef5949d6653bbf.jpg\" width=\"2420\" height=\"784\" data-wp-pid=\"1047\" srcset=\"https:\/\/www.neolo.com\/blog\/wp-content\/uploads\/2017\/01\/support-solution-hover-2x-6937d3bb233ee1de853112200f14b47729bd4a1911f88414d6ef5949d6653bbf.jpg 2420w, https:\/\/www.neolo.com\/blog\/wp-content\/uploads\/2017\/01\/support-solution-hover-2x-6937d3bb233ee1de853112200f14b47729bd4a1911f88414d6ef5949d6653bbf-300x97.jpg 300w, https:\/\/www.neolo.com\/blog\/wp-content\/uploads\/2017\/01\/support-solution-hover-2x-6937d3bb233ee1de853112200f14b47729bd4a1911f88414d6ef5949d6653bbf-768x249.jpg 768w, https:\/\/www.neolo.com\/blog\/wp-content\/uploads\/2017\/01\/support-solution-hover-2x-6937d3bb233ee1de853112200f14b47729bd4a1911f88414d6ef5949d6653bbf-1024x332.jpg 1024w, https:\/\/www.neolo.com\/blog\/wp-content\/uploads\/2017\/01\/support-solution-hover-2x-6937d3bb233ee1de853112200f14b47729bd4a1911f88414d6ef5949d6653bbf-800x259.jpg 800w, https:\/\/www.neolo.com\/blog\/wp-content\/uploads\/2017\/01\/support-solution-hover-2x-6937d3bb233ee1de853112200f14b47729bd4a1911f88414d6ef5949d6653bbf-600x194.jpg 600w\" sizes=\"auto, (max-width: 2420px) 100vw, 2420px\" \/><\/p>\n<p>En Neolo tenemos necesidades puntuales:<\/p>\n<ul>\n<li><strong>Lead Gen<\/strong>: Conseguir\u00a0los datos de contacto de la mayor cantidad posible de visitantes para generar credibilidad, establecer confianza y lograr una venta.<\/li>\n<li><strong>Soporte al cliente<\/strong>: Muchos casos se resuelven m\u00e1s r\u00e1pido por chat que por ticket o email o tel\u00e9fono, por eso nos encanta el chat. Se pueden compartir im\u00e1genes, videos, y el tiempo de resoluci\u00f3n de un problema es mucho m\u00e1s veloz por esta v\u00eda.<\/li>\n<li><strong>M\u00e9tricas<\/strong>: En un mercado tan competitivo es clave tener buenas m\u00e9tricas, hacer pruebas y analizar constantemente los\u00a0resultados.<\/li>\n<\/ul>\n<h2>Lead Gen<\/h2>\n<p>El Lead Gen de Intercom se llama \u00abAcquire\u00bb y es una muy buena herramienta porque te permite generar reglas muy espec\u00edficas, por ejemplo \u00abIniciar un chat autom\u00e1ticamente con una persona que ingres\u00f3 hasta 5 veces a nuestra web pero nunca realiz\u00f3 una compra\u00bb, claramente, reglas de este tipo son muy interesantes para facilitar el onboarding de\u00a0los usuarios a Neolo.<\/p>\n<p>Sin embargo, los usuarios necesitan atenci\u00f3n instant\u00e1nea: Las veces que no hab\u00eda operadores disponibles (por ejemplo a las 4 AM), a pesar que Intercom dijera que la respuesta ser\u00eda en unas horas, los usuarios quieren que la respuesta sea instant\u00e1nea. Entonces, se genera una sensaci\u00f3n de insatisfacci\u00f3n.<\/p>\n<p>Los usuarios que hac\u00edan preguntas que consideramos \u00absimples\u00bb porque la respuesta estaba en la misma p\u00e1gina que visitaban, por ejemplo \u00abC\u00f3mo contrato el servicio?\u00bb o \u00abCu\u00e1l es el precio del mismo?\u00bb o \u00abEl Plan 1 incluye base de datos?\u00bb son clientes que\u00a0no convirtieron.<\/p>\n<p>Lo importante es que no hubo\u00a0un incremento en el Conversion Rate (altas nuevas \/ sesiones) ni sobre el Onboarding Rate (altas nuevas pagadas \/ altas nuevas).<\/p>\n<h2>Soporte al Cliente<\/h2>\n<p>El 60% de las consultas que nos hac\u00edan por chat, los clientes ya las hab\u00edan realizado por email o ticket, por lo tanto no est\u00e1bamos agregando ning\u00fan valor, al contrario, est\u00e1bamos duplicando el tiempo invertido en resolver las consultas.<\/p>\n<p>Nuevamente, los clientes necesitan soluciones r\u00e1pidas, y cuando un usuario comienza a conversar con un ejecutivo, no puede continuar con otro, lo cual es un absurdo porque lo m\u00e1s pr\u00e1ctico es que cualquiera pueda resolver su consulta r\u00e1pidamente y eficientemente.<\/p>\n<p>No logramos tampoco asociar Intercom a nuestra base de clientes.<\/p>\n<p>Por cada conversaci\u00f3n, Intercom env\u00eda un log por email al usuario y otro a nosotros, tuvimos que crear una regla de correo para que nos los oculte porque no nos agregaba ninguna ventaja ver decenas de registros de chat por d\u00eda.<\/p>\n<h2>M\u00e9tricas<\/h2>\n<p>No son claras, son bastante pobres de hecho. Nos encanta sentarnos frente a las estad\u00edsticas y saber por qu\u00e9 ocurre lo que ocurre, ver qu\u00e9 tenemos que mejorar y qu\u00e9 cambiar, y con Intercom eso no nos fue posible.<\/p>\n<h2>Comentarios adicionales<\/h2>\n<p>La app de Intercom para mobile est\u00e1 bastante bien, pero la contra es que demora unos valiosos segundos en notificar al ejecutivo de que un visitante inici\u00f3 un nuevo chat.<\/p>\n<h2>Conclusi\u00f3n<\/h2>\n<p>Para Lead Gen volvemos a utilizar el <a href=\"https:\/\/www.neolo.com\/argentina\/chat-robot.php\">Chat Robot de Neolo<\/a>.<br \/>\nPara soporte estamos considerando Olark o Live Chat.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>En las \u00faltimas semanas, estuvimos probando Intercom para la comunicaci\u00f3n via chat con los visitantes de nuestro sitio web. Intercom es una aplicaci\u00f3n de chat entre proveedor y cliente, que tiene much\u00edsima fama y rese\u00f1as positivas, no obstante, esto var\u00eda en funci\u00f3n de cu\u00e1l es la necesidad concreta que tenga la empresa, y si esta [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[16],"tags":[],"class_list":["post-1046","post","type-post","status-publish","format-standard","hentry","category-atencion-al-cliente"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Probamos Intercom y esta es nuestra opini\u00f3n - Neolo Blog<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.neolo.com\/blog\/probamos-intercom-esta-nuestra-opinion.php\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Probamos Intercom y esta es nuestra opini\u00f3n - Neolo Blog\" \/>\n<meta property=\"og:description\" content=\"En las \u00faltimas semanas, estuvimos probando Intercom para la comunicaci\u00f3n via chat con los visitantes de nuestro sitio web. 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