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What is Intercom?
The modern customer communications platform that unifies every aspect of the customer journey, from conversion to engagement to support. Connecting with customers is more important than ever. We can help with scalable messaging for sales, marketing, and support.
Company Details
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Real user data aggregated to summarize the product performance and customer experience.
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Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
90 Likeliness to Recommend
99 Plan to Renew
1
Since last award
88 Satisfaction of Cost Relative to Value
Emotional Footprint Overview
Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
+96 Net Emotional Footprint
The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.
How much do users love Intercom?
Pros
- Helps Innovate
- Continually Improving Product
- Enables Productivity
- Trustworthy
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
Integration With CRM
Voice or Text Input
Leads Generation
Application Programming Interface
Personalized Service
Scheduled Availability
Knowledgebase
Wayfinding
Multi-channel
Workflow Processing
Learning and Adaptability
Vendor Capability Ratings
Ease of Implementation
Breadth of Features
Product Strategy and Rate of Improvement
Usability and Intuitiveness
Ease of IT Administration
Availability and Quality of Training
Business Value Created
Ease of Customization
Quality of Features
Ease of Data Integration
Vendor Support
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Intercom Reviews
Alejandra B.
- Role: Sales Marketing
- Industry: Other
- Involvement: IT Leader or Manager
Submitted Oct 2022
Best communication management made easy and fast
Likeliness to Recommend
What differentiates Intercom from other similar products?
With an efficient communication environment, this software offers us medication with prospects, customers and administrators/end users. In addition to synchronous chat, to communicate with users of our services, to inform new users through chatbots and to collect data on those who use our products, Intercom is a great tool that allows us to interact with your customer on your product without a backend team having to build something.
What is your favorite aspect of this product?
As a software it has a facility to create customer journeys/sequences in conjunction with In-App Messaging, Media Sharing and Email for a specific audience where you can also do Tracking and metrics of user activity or a Support Inbox depending on what you need you can also do it from their API.
What do you dislike most about this product?
The implementation of new features and plugins for email communication. Among them also import and export data easier as we would also like to preview the flow of a complete series to see how it looks before launching it because when we create a series is not always clear when something will be sent and when not for that would be helpful a mobile application.
What recommendations would you give to someone considering this product?
We have found it very helpful in managing the customer profile and usability of our products. We have it integrated into our webs/customer dashboards and it has served its purpose as a platform and its intercom is wonderful for communicating with customers who need support. We have no hesitation in recommending Intercom.
Pros
- Helps Innovate
- Performance Enhancing
- Trustworthy
- Effective Service
Jatero A.
- Role: Consultant
- Industry: Consulting
- Involvement: End User of Application
Submitted Oct 2022
Excellent Tool!!
Likeliness to Recommend
What differentiates Intercom from other similar products?
Good CRM features
What is your favorite aspect of this product?
UI is impressive The chat bots pretty do much of the work
What do you dislike most about this product?
On-boarding can be challenging Quite expensive for small enterprises
What recommendations would you give to someone considering this product?
Intercom is easy to use, its value for money, and the features are amazing. Besides, the support team is always ready to assist. I would recommend this software to organizations.
Pros
- Reliable
- Enables Productivity
- Efficient Service
- Caring
Sullivan D.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Oct 2022
Easy to set up and the most effective tool
Likeliness to Recommend
What differentiates Intercom from other similar products?
With Intercom, both incoming (through Messenger and bots) and outgoing (via messages) discussions can be easily managed, making it an excellent tool for sales and support teams. The Intercom team regularly rolls out great new features, listens to user feedback, offers helpful live chat support, and provides copious online documentation.
What is your favorite aspect of this product?
I like that it's simple to see when someone was last online, what device they used, and how many messages they've seen. Quick and easy communication through Live Chat is beneficial when addressing a problem. A direct line of communication with our clients is made possible via the Intercom system. Using an Intercom is very simple because of how well-designed it is.
What do you dislike most about this product?
There is a lack of transparency in the pricing structure, and more features need a discussion with a sales representative. Waiting for a response from Intercom's support staff to feedback, queries, or concerns is an annoyance at best. However, when they do reply, it is in great detail, and the whole chat is over in only a few texts at most.
What recommendations would you give to someone considering this product?
With Intercom's primary job being to manage all incoming email and online chat assistance, the support staff can stay organized and have access to more seats. The system's features are comprehensive and suitable for any group. Whether you're in marketing, support, or sales, Intercom can help you succeed. Similarly, helpful is the gateway on which you'll find Help Articles.
Pros
- Continually Improving Product
- Performance Enhancing
- Trustworthy
- Unique Features
