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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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Get AssistanceIntercom Ratings
Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard
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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
khalim s.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Development, Integration, and Administration
Submitted Jun 2024
One of the best live chat tool for success
Likeliness to Recommend
What differentiates Intercom from other similar products?
Intercom has the AI feature which you can use to easily build your chatbot and configure the tool to provide customer success to customers, also the tool has more features like product tour and tooltips that other tools does not offer
What is your favorite aspect of this product?
I like the User Interface, the pricing of the software and the customer support provided from the team, also the new integration of the tool with WhatsApp makes it better to reach to clients through WhatsApp
What do you dislike most about this product?
I only see the issue with the pricing of the tool but everything works as expected, support is not 24/7 so when you get issues on Weekend, you will have to wait until their working time to have it resolved
What recommendations would you give to someone considering this product?
If you have the budget for Intercom, it can be a great tool for success
Pros
- Helps Innovate
- Reliable
- Enables Productivity
- Trustworthy
Sathiyan R.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Development, Integration, and Administration
Submitted Apr 2024
Intercom is faster in customer resolutions
Likeliness to Recommend
What differentiates Intercom from other similar products?
It has the FIN AI, which generates answers from the most relevant content sources like the knowledgebase and support articles and the website which it simplifies and resolves questions faster which saves us on the amount of time a support operator would take to resolve a question, a feature which other tools do not have and this sets intercoms to be more professional compared to other tools
What is your favorite aspect of this product?
I like the easy integration of the tool with Social media tools like Facebook, Instagram and Twitter to provide omnichannel communications, Intercom can easily be automated to collect customer feedback when the chat is closed and these feedback help us to improve customer support
What do you dislike most about this product?
Intercom is expensive to use for smaller businesses and the tool can affect the ROI, also setting up the knowledgebase of the tool is time consuming and requires a lot of step which takes more time of deploying the tool
What recommendations would you give to someone considering this product?
Yes, I would recommend the tool because it is fast and comes with better services compared to other providers
Pros
- Helps Innovate
- Performance Enhancing
- Inspires Innovation
- Acts with Integrity
Raghu M.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Apr 2024
Intercom is super fast and easy to implement
Likeliness to Recommend
What differentiates Intercom from other similar products?
Intercom have Messenger screensharing module which allows clients to share their screens with support operator for an easier resolution and helping the support agent to easily understand and identify the root cause of customer's issue
What is your favorite aspect of this product?
It is easy to build automations with no code visual editor of Intercom and at an affordable rates. Also the tool provides insights from each support operator and AI for training purposes and which helps us improve productivity
What recommendations would you give to someone considering this product?
Yes, I would recommend Intercom because it is easy to use and support a larger number of modules like marketing and customer support service
Pros
- Reliable
- Saves Time
- Generous Negotitation
- Helps Innovate
