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
87 Satisfaction of Cost Relative to Value
1
Since last award
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.
+97 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
- Client Friendly Policies
- Acts with Integrity
- Generous Negotitation
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
Leads Generation
Integration With CRM
Voice or Text Input
Natural Language Processing
Multi-channel
Knowledgebase
Personalized Service
Scheduled Availability
Translation
Application Programming Interface
Learning and Adaptability
Vendor Capability Ratings
Ease of Implementation
Availability and Quality of Training
Ease of IT Administration
Product Strategy and Rate of Improvement
Usability and Intuitiveness
Breadth of Features
Quality of Features
Ease of Data Integration
Business Value Created
Ease of Customization
Vendor Support
Intercom Reviews
Kitenda R.
- Role: Sales Marketing
- Industry: Utilities
- Involvement: End User of Application
Submitted Sep 2024
Intercom is reliable and scalable
Likeliness to Recommend
What differentiates Intercom from other similar products?
They do give discounts to up to 90% for the first year to startups hence enabling them to grow and be able to use the tool when they do have more sales
What is your favorite aspect of this product?
Intercom integrates with social media tools without any technical issues and has good interface
What do you dislike most about this product?
Using WhatsApp module requires extra cost which makes the tool more expensive
What recommendations would you give to someone considering this product?
Yes, if you are looking for a professional tool for technical support, Intercom stands out to be the best
Pros
- Reliable
- Enables Productivity
- Trustworthy
- Unique Features
Please tell us why you think this review should be flagged.
Nadia S.
- Role: Human Resources
- Industry: Technology
- Involvement: End User of Application
Submitted Sep 2024
Fantastic product
Likeliness to Recommend
What differentiates Intercom from other similar products?
Intercom has a lot of great features and keep constantly innovating. It is even hard to keep up with the new features! The new AI module I think it is very appreciated by CS/support since it could help speed up and filter conversations.
What is your favorite aspect of this product?
I love how innovative Intercom is. The fact that you can combine features in their pricing helps a lot too.
What do you dislike most about this product?
I sometimes get lost in many new features and think that some CS support from their side would be great. This would ensure that we are using it at its full capacity and get even more engaged in their product.
What recommendations would you give to someone considering this product?
Go ahead! It is a great CS platform. Not sure if the onboarding process is too complicated, but for sure at a long term view would be worth it. They are constantly innovating and for me that means that we are offering the very best to our customers.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
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Mary W.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Development, Integration, and Administration
Submitted Feb 2026
Conversational support that scales
Likeliness to Recommend
What differentiates Intercom from other similar products?
By combining smart automation with smooth human support handoffs, Intercom stands out as the best in the market. It adapts conversations based on context and customer data, providing a more personalized experience.
What is your favorite aspect of this product?
The chatbots efficiently handle routine inquiries, providing instant responses to customers, while escalating more complex issues to live agents. This ensures quick resolution without compromising the quality of service. Additionally, the platform’s intuitive setup, customizable conversation flows, and analytics tools allow to monitor continuously improve customer engagement. This speed, flexibility, and insight make Intercom my all-time favorite.
What do you dislike most about this product?
The platform effectively combines automation, customization, and analytics to deliver efficient and personalized customer interactions. So nothing to dislike yet.
What recommendations would you give to someone considering this product?
By thoughtfully configuring automation and monitoring performance, one can maximize both customer satisfaction and operational efficiency with Intercom chatbots.
Pros
- Helps Innovate
- Performance Enhancing
- Effective Service
- Caring
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