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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
Also Featured in...
Intercom Reviews
Iaroslav C.
- Role: Sales Marketing
- Industry: Technology
- Involvement: IT Development, Integration, and Administration
Submitted Mar 2022
All-in-one from marketing to customer success
Likeliness to Recommend
What differentiates Intercom from other similar products?
Intercom contains too many features for successful communication with users & customers, for any involvement level: from custom bots and articles library to onboarding product tours. It's a really must have for both your marketing and sales / success teams
What is your favorite aspect of this product?
Custom bots. Regarding to trend "live conversation becomes annoying, let me clear out everything myself", ability to create autochats with too many features (like embedding widgets, YouTube videos, etc) made a lot of impact to retention rate of users on the platform. It's enough easy to learn how to make it (but certainly you need some time to practice), then it works like a swiss watch
What do you dislike most about this product?
Checklist feature missed, onboarding tours are not such great as special products (like Appcues) provide
What recommendations would you give to someone considering this product?
Intercom subscription plans are like constructor set. You can add or remove any kind of features you need or don't need anymore, increase or decrease the quantity of seats provided to your teammates. Everything costs its price, so think carefully and then seize the day in implementing your marketing and CSM activities
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Valentina G.
- Role: Finance
- Industry: Other
- Involvement: Business Leader or Manager
Submitted Mar 2022
We can serve our customers more efficiently
Likeliness to Recommend
What differentiates Intercom from other similar products?
In a single software you have the tools and functions to carry out a marketing strategy, manage your projects, serve the customer and be able to increase sales. I love the fact that customers feel better attended thanks to the live chat function, proactive chat and chat bot, which allow us to streamline customer demands.
What is your favorite aspect of this product?
Its multi-channel system is a feature of this software that has helped us a lot: mail, social networks, chats. As well as marketing campaigns automatically, it has increased the number of new customers. Roi's tracking has helped us to see the profits that each project is generating for us.
What do you dislike most about this product?
Due to its many features and tool, its interface can be overwhelming and its learning curve high for the same reason. When we had a problem with the installation and synchronization of the Api, we could not get an answer from technical support, so we had to go to online tutorials and forums to solve the problem.
What recommendations would you give to someone considering this product?
A great tool that allows us to solve and take care of our customers quickly and efficiently. We can say that our customers feel much better taken care of and that's why they keep coming back. And although it may be a bit expensive compared to its competitors, this software helped us to centralize all the information and provide a better service, unlike other software.
Pros
- Helps Innovate
- Reliable
- Performance Enhancing
- Trustworthy
Michael G.
- Role: Sales Marketing
- Industry: Technology
- Involvement: End User of Application
Submitted Feb 2022
Great product, worth the price.
Likeliness to Recommend
What differentiates Intercom from other similar products?
Combination of chatbot and live chat features for inbound messages with advanced segmentation for outbound messages to users.
What is your favorite aspect of this product?
The segmentation abilities for outbound messaging.
What do you dislike most about this product?
UX on creating messages and emails is a little unintuitive.
What recommendations would you give to someone considering this product?
Really consider whether your business is at the right stage for needing a tool like Intercom and its advanced feature set (and therefore pricing).
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Efficient Service
