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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89 Likeliness to Recommend
3
Since last award
94 Plan to Renew
6
Since last award
85 Satisfaction of Cost Relative to Value
Emotional Footprint Overview
+86 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
- Enables Productivity
- Includes Product Enhancements
- Altruistic
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
Surveys and Polling
Onboarding Workflow Management
Centralized Note Taking
CRM Integration
Account Health Tracking
Onboarding Portal
Reporting and Analytics
Customer Scorecards
Onboarding Collateral Management
Vendor Capability Ratings
Business Value Created
Ease of Implementation
Availability and Quality of Training
Product Strategy and Rate of Improvement
Ease of Customization
Ease of IT Administration
Breadth of Features
Usability and Intuitiveness
Ease of Data Integration
Quality of Features
Vendor Support
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Intercom Reviews
Matthew Grant N.
- Role: Sales Marketing
- Industry: Biotechnology
- Involvement: End User of Application
Submitted Apr 2024
Functionality is great, needs a lot of develop
Likeliness to Recommend
What differentiates Intercom from other similar products?
The functionality and capabilities of customizaiton
What is your favorite aspect of this product?
The ease of responding and closing tickets
What do you dislike most about this product?
The lack of ease to customize and not much guidance
What recommendations would you give to someone considering this product?
If you have an IT minded team or ownership, then the tool has a lot of potential
Pros
- Transparent
- Helps Innovate
- Reliable
- Client Friendly Policies
Cons
- Less Effective Service
Soumaya M.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Apr 2024
It is easy to setup chatbots within Intercom
Likeliness to Recommend
What differentiates Intercom from other similar products?
The newly introduced free WhatsApp integration makes intercom a professional customer support tool which supports omnichannel communication
What is your favorite aspect of this product?
I like the easy integration of the tool with social media profiles like Facebook, X(formally Twitter),Instagram and messenger which help us receive all omnichannel message from one place. The pricing of intercom for the first year is so cheap and considerate for smaller enterprises
What do you dislike most about this product?
It takes a lot of time to understand the tool and configure all the tool setting because it has gotten a lot of modules and as times goes, the tool becomes more expensive for smaller businesses to use the solution
What recommendations would you give to someone considering this product?
I would recommend Intercom because it is easy to use and comes with a fair discounted pricing for growing startups to up to 98% discount
Pros
- Reliable
- Performance Enhancing
- Saves Time
- Respectful
Jackline C.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Apr 2024
Intercom is a super fast tool
Likeliness to Recommend
What differentiates Intercom from other similar products?
It has the AI tool enabled called "FIN" which resolves customers questions super easy than any other tool and makes intercom a very unique product on the market with the advanced knowledgebase system
What is your favorite aspect of this product?
I like the chatbot settings and configurations for Intercom, does not require any technical knowledge where even beginners to the tool can configure the chatbot
What do you dislike most about this product?
The tool is expensive to use but does not have any functionality issue that I have so far observed and another dislike would be the lack of a mobile application
What recommendations would you give to someone considering this product?
I would recommend intercom because it is a professional live chat tool that is more scalable and super easy to use
Pros
- Reliable
- Performance Enhancing
- Respectful
- Generous Negotitation