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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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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
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
- Includes Product Enhancements
- Enables Productivity
Emotional Footprint
How to Read
Positive
Neutral
Negative
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
Feature Ratings
Voice or Text Input
Scheduled Availability
Integration With CRM
Application Programming Interface
Personalized Service
Leads Generation
Knowledgebase
Learning and Adaptability
Workflow Processing
Multi-channel
Translation
Vendor Capability Ratings
Ease of Implementation
Business Value Created
Usability and Intuitiveness
Ease of IT Administration
Breadth of Features
Ease of Customization
Product Strategy and Rate of Improvement
Ease of Data Integration
Quality of Features
Availability and Quality of Training
Vendor Support
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Intercom Reviews
Joy K.
- Role: Information Technology
- Industry: Finance
- Involvement: IT Development, Integration, and Administration
Submitted Feb 2024
Professional live chat software
Likeliness to Recommend
What differentiates Intercom from other similar products?
Intercom has AI called FIN, and is easy to integrate and use, support both internal and external sources where it gets responses to customer questions, also the tool have a good user interface compared to other tools
What is your favorite aspect of this product?
I like the user interface and the analytic feature as it helps us to measure chat analytics per agent and also the options automate email marketing
What do you dislike most about this product?
This is a high budget tool for bigger businesses since the pricing of the software does not favor smaller businesses
What recommendations would you give to someone considering this product?
It is a good tool to use for bot customer support and email marketing
Pros
- Helps Innovate
- Continually Improving Product
- Performance Enhancing
- Unique Features
Miguel A.
- Role: Operations
- Industry: Other
- Involvement: IT Leader or Manager
Submitted Jan 2024
Integrates with a variety of tool
Likeliness to Recommend
What differentiates Intercom from other similar products?
Intercom has faster AI resolution, "FIN," which is easy to implement and can use external resources like company website, knowledgebase and articles to resolve customer questions, which saves us a lot of time
What is your favorite aspect of this product?
I like the product tour and guide which we use to promote our new products and promotions through the live chat widget and this gives us good engagement with clients
What do you dislike most about this product?
The pricing of the software is so expensive compared to other live chat software
What recommendations would you give to someone considering this product?
I would recommend this tool because it is faster and works perfectly fine for customer success and management
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Achyut P.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted Jan 2024
"Simple and effective!"
Likeliness to Recommend
What differentiates Intercom from other similar products?
Conversational Engagement: Intercom's Natural Approach to Customer Communication Unified Hub: Managing Messaging, Chat, and Support in One Platform Customer Intelligence: Understanding and Personalizing Interactions
What is your favorite aspect of this product?
Integration Flexibility: Seamlessly Connecting with Third-Party Tools Scalability for All: From Startups to Enterprises, Intercom Grows with You Intuitive UI: User-Friendly Interface for Enhanced Interactions
What do you dislike most about this product?
Lack of back office tickets tool
What recommendations would you give to someone considering this product?
The ability send macros and allowing Resbot to attempt to answer our customer supports most common questions is great as this allows us to spend more time with customers who need that extra help.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
