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
86 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.
+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
- Trustworthy
- Continually Improving Product
- Enables Productivity
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
Leads Generation
Voice or Text Input
Knowledgebase
Multi-channel
Personalized Service
Scheduled Availability
Application Programming Interface
Translation
Natural Language Processing
Learning and Adaptability
Vendor Capability Ratings
Ease of Implementation
Usability and Intuitiveness
Availability and Quality of Training
Ease of IT Administration
Product Strategy and Rate of Improvement
Breadth of Features
Business Value Created
Ease of Customization
Quality of Features
Ease of Data Integration
Vendor Support
Intercom Reviews
Sunny Y.
- Role: Operations
- Industry: Gaming and Hospitality
- Involvement: End User of Application
Submitted Jul 2025
Intercom Makes Customer Support Faster and Smarter
Likeliness to Recommend
What differentiates Intercom from other similar products?
Intercom stands out because it combines live chat, help desk, and automated support in one easy-to-use platform. Its chatbots, AI features, and personalized messaging help teams respond faster and give customers a better experience. It also offers strong integration with other tools, making it more flexible than many other support platforms.
What is your favorite aspect of this product?
My favorite thing about Intercom is the live chat and automation. It helps us respond to customers quickly, even outside of working hours, and makes support more efficient with smart bots and quick replies.
What do you dislike most about this product?
There’s nothing I dislike about Intercom. It works well for our team and meets all our communication needs.
What recommendations would you give to someone considering this product?
If you’re considering Intercom, I’d recommend setting up automated replies and chatbots early on—they save a lot of time and improve response speed. Also, take time to explore the analytics and integrations to get the most value from the platform.
Pros
- Continually Improving Product
- Performance Enhancing
- Trustworthy
- Unique Features
Please tell us why you think this review should be flagged.
Natalia S.
- Role: Sales Marketing
- Industry: Technology
- Involvement: End User of Application
Submitted Jun 2025
Connect, communicate and convert
Likeliness to Recommend
What differentiates Intercom from other similar products?
Intercom stands out for three unique features. First, its automated messaging feature allows us to send personalized messages to users at key moments in their journey, which translates into a significant increase in lead conversion.Second, its advanced segmentation tool allows us to classify users according to specific behaviors, making it easier to target them with more relevant messages.
What is your favorite aspect of this product?
It provides users with a self-managed resource that reduces the burden on the support team and improves customer satisfaction by allowing questions to be answered quickly. My marketing and customer service team benefits greatly from its ability to consolidate all interactions in one place, facilitating more effective follow-up.
What do you dislike most about this product?
Pricing can be a bit high, especially for startups with limited budgets.
What recommendations would you give to someone considering this product?
For example, it is ideal for companies that require real-time interaction with potential customers, such as in e-commerce or online services. It also shines in customer service, where instant responses can make all the difference in the user experience
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Please tell us why you think this review should be flagged.
Samson O.
- Role: Finance
- Industry: Finance
- Involvement: End User of Application
Submitted Apr 2025
Intercom: A one-stop shop for managing CX
Likeliness to Recommend
What differentiates Intercom from other similar products?
Intercom stands out from other platforms in the following areas: 1. Bots and Automation Their bot and automation workflows are among the most flexible I've ever used, allowing my team to automate common questions, route conversations, and qualify leads effectively. 2. Intercom's unified inboxes
What is your favorite aspect of this product?
AI integration which help to correct common mistakes when conversing with users. It also can rephrase or expand your response for better user understanding
What do you dislike most about this product?
It can be a bit difficult to navigate product enhancement/new features sometimes
What recommendations would you give to someone considering this product?
I'd 100% recommend intercom for individuals considering the product. However, I'd advise them to only pay for the features they need.
Pros
- Helps Innovate
- Continually Improving Product
- Effective Service
- Includes Product Enhancements
Please tell us why you think this review should be flagged.
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