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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
Sachin J.
- Role: Information Technology
- Industry: Retail
- Involvement: IT Development, Integration, and Administration
Submitted Oct 2024
Great software for business communication
Likeliness to Recommend
What differentiates Intercom from other similar products?
Intercom has the most easiest AI tool that is so easy to deploy and configure to auto pilot responses
What is your favorite aspect of this product?
I like the integration of intercom with socials and the chat history makes it easier for an agent to track messages for the client
What do you dislike most about this product?
It is expensive and would affect ROI for smaller businesses
What recommendations would you give to someone considering this product?
Yes it's a professional customer tool
Pros
- Continually Improving Product
- Enables Productivity
- Trustworthy
- Unique Features
Jamie G.
- Role: Sales Marketing
- Industry: Technology
- Involvement: End User of Application
Submitted Sep 2024
Excellent functionality, lengthy implementation
Likeliness to Recommend
What differentiates Intercom from other similar products?
The breadth of features. Being able to speak to end-users in the product can be a sales/marketing gamechanger.
What is your favorite aspect of this product?
Having everything in one place, including our help centre, is extremely useful
What do you dislike most about this product?
The UI could be clearer and the notification need some work, but this may be us needing to play around more with settings etc
What recommendations would you give to someone considering this product?
Make sure that if you're not paying to implement with Intercom that you set aside resource and time to do this properly, as its not a small implementation, particularly if you're integrating with your CRM etc.
Pros
- Acts with Integrity
- Trustworthy
- Fair
- Transparent
Cons
- Commodity Features
- Less Efficient Service
- Charges for Enhancements
Olivia K.
- Role: Operations
- Industry: Finance
- Involvement: End User of Application
Submitted Sep 2024
Most popular customer communication platform
Likeliness to Recommend
What differentiates Intercom from other similar products?
Unlike its competitors in the market, it is highly customizable. It assists users in drafting chatbot flows by analyzing the demands of customers, and their engagement. It integrates with other parties in such a way as to give complete way for customer contact with different touchpoints. This makes itself versatile for changing environments.
What is your favorite aspect of this product?
Although I like many things about this product, one thing that I like above all is its ability to deliver personalized and dynamic conversation. Unlike others, the intercom’s Custom Bots are mainly reliant upon the customer’s nature and interest. This factor makes the user practicable in offering important backing. Moreover, its seamless integration with other parties generates a unified experience.
What do you dislike most about this product?
Talking in terms of its features, I would say that each of its features is my favorite. Besides this, one thing that sometimes creates concern for users is its pricing. Although the advanced features justify the prices of small to mid-sized corporations, it is a bit difficult to get benefit from all of its additional capabilities.
What recommendations would you give to someone considering this product?
For anyone considering Intercom’s chatbot software, I would recommend going through your customer support, engagement, and needs.
Pros
- Performance Enhancing
- Enables Productivity
- Trustworthy
- Effective Service
