Intercom Customer Reviews 2024

Intercom

9.1 /10

94 Reviews Write a Review

Claim Software

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

Need Assistance?

We're here to help you with understanding our reports and the data inside to help you make decisions.

Get Assistance

Awards & Recognition

Intercom won the following awards in the Chatbots category

Filter By

2024 Emotional Footprint Champion

Latest Award, 2024

Strategy and Innovation
Product Impact

Latest Award, 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

2
Since last award

98 Plan to Renew

88 Satisfaction of Cost Relative to Value

3
Since last award

{y}

{name}

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

1% Neutral

98% Positive

Pros

Helps Innovate
Continually Improving Product
Includes Product Enhancements
Enables Productivity

Feature Ratings

Average 88

Integration With CRM

Voice or Text Input

Application Programming Interface

Scheduled Availability

Personalized Service

Knowledgebase

Leads Generation

Learning and Adaptability

Workflow Processing

Multi-channel

Translation

Vendor Capability Ratings

Average 86

Ease of Implementation

Business Value Created

Usability and Intuitiveness

Ease of Customization

Ease of IT Administration

Breadth of Features

Product Strategy and Rate of Improvement

Ease of Data Integration

Availability and Quality of Training

Quality of Features

Vendor Support

Also Featured in...

Customer Success

Score 8.6

View Intercom in this category (opens in a new tab)

Intercom Reviews

khalim s.

Role: Information Technology
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Jun 2024

One of the best live chat tool for success

Likeliness to Recommend

10 /10

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

Validated Review

Verified Reviewer

Submitted Apr 2024

Intercom is faster in customer resolutions

Likeliness to Recommend

10 /10

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

Validated Review

Verified Reviewer

Submitted Apr 2024

Intercom is super fast and easy to implement

Likeliness to Recommend

10 /10

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

Intercom

What is Intercom?

Company Details

Need Assistance?

Awards & Recognition

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

2 Since last award

98 Plan to Renew

88 Satisfaction of Cost Relative to Value

3 Since last award

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.

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.

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.

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

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.

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.

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.

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

Translation Supports automatic translate to multiple languages.

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.

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.

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.

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.

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

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.

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

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.

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.

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

khalim s.

One of the best live chat tool for success

Likeliness to Recommend

Pros

Sathiyan R.

Intercom is faster in customer resolutions

Likeliness to Recommend

Pros

Raghu M.

Intercom is super fast and easy to implement

Likeliness to Recommend

Pros

Most Popular Intercom Comparisons

LiveChat ChatBot

Drift Conversation Cloud

Tidio

ManyChat

Dialogflow

Birdeye

2
Since last award

3
Since last award

Feature Ratings

Integration With CRM

Voice or Text Input

Application Programming Interface

Scheduled Availability

Personalized Service

Knowledgebase

Leads Generation

Learning and Adaptability

Workflow Processing

Multi-channel

Translation

Vendor Capability Ratings

Ease of Implementation

Business Value Created

Usability and Intuitiveness

Ease of Customization

Ease of IT Administration

Breadth of Features

Product Strategy and Rate of Improvement

Ease of Data Integration

Availability and Quality of Training

Quality of Features

Vendor Support