Intercom Customer Reviews 2024

Intercom

9.1 /10

109 Reviews Write a Review

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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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Awards & Recognition

Intercom won the following awards in the Chatbots category

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2024 Data Quadrant Gold Medalist

Latest Award, 2024

8 Top Rated Capabilities

7 Top Rated Features

Latest Award, 2024

2024 Emotional Footprint Champion

2024

Strategy and Innovation
Product Impact

2024

2023 Data Quadrant Gold Medalist

2023

8 Top Rated Capabilities

10 Top Rated Features

2023

2023 Emotional Footprint Champion

2023

Strategy and Innovation
Product Impact
Conflict Resolution

2023

2022 Data Quadrant Gold Medalist

2022

10 Top Rated Capabilities

6 Top Rated Features

2022

2022 Emotional Footprint Champion

2022

Strategy and Innovation
Service Experience
Product Impact
Contract Negotiation
Conflict Resolution

2022

2021 Data Quadrant Gold Medalist

2021

Intercom Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Intercom.

90 Likeliness to Recommend

99 Plan to Renew

1
Since last award

88 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

+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?

1% Negative

2% Neutral

97% Positive

Pros

Helps Innovate
Continually Improving Product
Enables Productivity
Trustworthy

Feature Ratings

Average 87

Integration With CRM

Voice or Text Input

Personalized Service

Leads Generation

Application Programming Interface

Scheduled Availability

Knowledgebase

Wayfinding

Multi-channel

Workflow Processing

Learning and Adaptability

Vendor Capability Ratings

Average 84

Ease of Implementation

Breadth of Features

Product Strategy and Rate of Improvement

Usability and Intuitiveness

Availability and Quality of Training

Business Value Created

Ease of IT Administration

Ease of Customization

Quality of Features

Ease of Data Integration

Vendor Support

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Customer Success

Score 8.7

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Intercom Reviews

Andrew S.

Role: Information Technology
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted May 2021

To work with consumers through chat.

Likeliness to Recommend

9 /10

What differentiates Intercom from other similar products?

Intercom is prominent for obtaining information, offering promotions, converting leads, providing support, hosting a help center, and creating unique customer journeys directly from the platform.

What is your favorite aspect of this product?

I like Intercom it is easy to use and configure, it allows to automate a lot of customer support and simplify deliveries, it facilitates the useful inbox function to provide quick and easy assistance.

What do you dislike most about this product?

In Intercom the chat function is excellent in the intercom, but it is difficult to navigate and find things when trying to use other functions.

What recommendations would you give to someone considering this product?

I recommend Intercom because it offers one of the best experiences for using top-notch live chat on mobile and desktop browsers.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Daniel M.

Role: Information Technology
Industry: Technology
Involvement: Initial Implementation

Validated Review

Verified Reviewer

Submitted Apr 2021

Really interesting product that works very well!

Likeliness to Recommend

9 /10

What differentiates Intercom from other similar products?

It's simplicity is amazing - just install the code snippet on your website, then you are up and running with your account and can communicate with customers and visitors in no time. The ability to segment customers and tag them with relevant fields was really helpful.

What is your favorite aspect of this product?

Being able to communicate anywhere at any time with their software - their iOS app works very well and allows me to carry on working when out of the office.

What do you dislike most about this product?

The pricing is a little steep when you get more involved. I also found it a little annoying when people would communicate from a different tab, starting a new chat.

What recommendations would you give to someone considering this product?

Think about how many customers you have and factor this into the pricing as if you have thousands, then it will likely cost a bit!

Pros

Caring
Client's Interest First
Reliable
Performance Enhancing

Daniel S.

Role: Information Technology
Industry: Technology
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Apr 2021

An essential communication platform in SaaS!

Likeliness to Recommend

8 /10

What differentiates Intercom from other similar products?

Intercom is the market leader for a reason - it works fantastically well and it is very easy to implement.

What is your favorite aspect of this product?

Just the ability to communicate with website visitors / customers from anywhere.

What do you dislike most about this product?

The costs are a little confusing and you have to speak to sales a lot of the time.

What recommendations would you give to someone considering this product?

Think about how you can communicate with your visitors and / or customers and think if it is worth adding. Most of the time the answer is yes (or it should be) so it is a highly recommended platform.

Pros

Generous Negotitation
Transparent
Security Protects
Helps Innovate

Intercom

What is Intercom?

Company Details

Need Assistance?

Awards & Recognition

2024 Data Quadrant Gold Medalist

2024 Emotional Footprint Champion

2023 Data Quadrant Gold Medalist

2023 Emotional Footprint Champion

2022 Data Quadrant Gold Medalist

2022 Emotional Footprint Champion

2021 Data Quadrant Gold Medalist

Intercom Ratings

90 Likeliness to Recommend

99 Plan to Renew

1 Since last award

88 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+96 Net Emotional Footprint

How much do users love Intercom?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Integration With CRM The chatbot’s integration with the organization’s CRM would allow for customer information to be queried, once the customer’s identity has been verified.

Voice or Text Input Chatbot interaction through audible (voice) or text (keyboard) input.

Personalized Service In conjunction with CRM integration, or through the use of browser cookies, the chatbot can be configured to deliver a more personalized service to the client.

Leads Generation The chatbot can take its interaction as input as a possible new sales lead, for follow-up by an organization’s business development office.

Application Programming Interface For more customized needs, the chatbot may have an API which would allow an in-house developer to access features of the chatbox.

Scheduled Availability The ability to schedule when the chatbot will be available, if its role is to augment a service desk on an after hours basis.

Knowledgebase Allows users to create knowledgebase articles, metadata tags, creation data and author's name

Wayfinding Allows the chatbot to act as a site’s search engine, in addition to a text-based search field, and have access to a service desk’s service catalog.

Multi-channel Supports live chat, mobile app, powerbot and messenger

Workflow Processing By leveraging the chatbot’s AI capabilities, the intelligent routing of data across an organization, based on pre-defined parameters of a workflow.

Learning and Adaptability The chatbot should have the ability to learn the characteristics of the human with whom it is interacting. This can include speech nuances.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Also Featured in...

Customer Success

Intercom Reviews

Andrew S.

To work with consumers through chat.

Likeliness to Recommend

Pros

Daniel M.

Really interesting product that works very well!

Likeliness to Recommend

Pros

Daniel S.

An essential communication platform in SaaS!

Likeliness to Recommend

Pros

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1
Since last award

Feature Ratings

Integration With CRM

Voice or Text Input

Personalized Service

Leads Generation

Application Programming Interface

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

Availability and Quality of Training

Business Value Created

Ease of IT Administration

Ease of Customization

Quality of Features

Ease of Data Integration

Vendor Support