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
- Acts with Integrity
- Continually Improving Product
- Performance Enhancing
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
Knowledgebase
Multi-channel
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
Usability and Intuitiveness
Product Strategy and Rate of Improvement
Breadth of Features
Ease of Data Integration
Quality of Features
Business Value Created
Ease of Customization
Vendor Support
Intercom Reviews
Amanda P.
- Role: Operations
- Industry: Other
- Involvement: End User of Application
Submitted Sep 2022
Drastically improved response time
Likeliness to Recommend
What differentiates Intercom from other similar products?
Intercom is the only solution that is resolving our issues but the option to utilize dark mode is what makes me the happiest because the light setting was the only one that bothered my eyes before. Some of the incredible shortcuts make my work easier in a unique way, overall, it has been helpful.
What is your favorite aspect of this product?
I liked so many aspects about it, firstly, the first setup procedure is quite simple. Secondly, as a non-technical founder, I found the process of integrating the messenger with our landing page provider to be incredibly simple. Thirdly, the extensive selection of pre-built interfaces with the other key products we use is a significant benefit. I had a great time with Intercom and appreciate their support team who is always there to help us.
What do you dislike most about this product?
The user interface is ok but it isn't user friendly as it should be so I wish they could improve it in future releases. A few functional elements don't appear to operate consistently or similarly. Our customer chat windows should be able to move across the screen.
What recommendations would you give to someone considering this product?
I think you must investigate the software thoroughly so that you can become familiar with all of its features before deciding whether or not to utilize it and at the same time I believe if you use it you'll never regret it. Although there is much to learn, it will be worthwhile because it gives us a huge amount of new and unique knowledge.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Please tell us why you think this review should be flagged.
Stella H.
- Role: Sales Marketing
- Industry: Not for Profit
- Involvement: End User of Application
Submitted Sep 2022
Fantastic product to future proof us
Likeliness to Recommend
What differentiates Intercom from other similar products?
The quality and market share gives us gravitas with what we are trying to achieve, our association gives us kudos in the market
What is your favorite aspect of this product?
Ease of use
What do you dislike most about this product?
Frustration of how much it can do that we cannot leverage due to bandwidth
What recommendations would you give to someone considering this product?
Have a clear understanding of your objectives to map against the product to ensure it ticks the boxes.
Pros
- Efficient Service
- Effective Service
- Caring
- Saves Time
Cons
- Leverages Incumbent Status
Please tell us why you think this review should be flagged.
SIDDHANT T.
- Role: Consultant
- Industry: Consulting
- Involvement: End User of Application
Submitted Aug 2022
Need improvement in all areas.
Likeliness to Recommend
What differentiates Intercom from other similar products?
It's User Interface is very clean.
What is your favorite aspect of this product?
They use emoticons in their response which is quite good.
What do you dislike most about this product?
The response time of the other party is very late, lead generation and query handling is slow.
What recommendations would you give to someone considering this product?
They should look out for other alternative before considering Intercom.
Pros
- Performance Enhancing
- Enables Productivity
- Respectful
Cons
- Less Reliable
- Commodity Features
- Less Efficient Service
Please tell us why you think this review should be flagged.
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