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
- Role: Operations
- Industry: Technology
- Involvement: End User of Application
Submitted Jul 2022
Easy to use - wide range of capabilities!
Likeliness to Recommend
Pros
- Continually Improving Product
- Reliable
- Enables Productivity
- Trustworthy
Please tell us why you think this review should be flagged.
Eunice T.
- Role: Sales Marketing
- Industry: Manufacturing
- Involvement: End User of Application
Submitted Jul 2022
Incredibly powerful for cross-channel messaging
Likeliness to Recommend
What differentiates Intercom from other similar products?
The Messenger inbox where agents receive notifications and chat with visitors. Agents are able to send canned messages, articles, images, emojis, links, and GIFs during conversations.
What is your favorite aspect of this product?
All conversations with the customer, including emails and chats with all team members, are in one feed so we don't have to spend time looking for what someone else said to them
What do you dislike most about this product?
It is unquestionably advanced yet expensive, with features and add-ons that add up to a high monthly cost. It also lacks message previews that are found in most competitors
What recommendations would you give to someone considering this product?
Intercom is one of the most powerful tools on the market but note that advanced capabilities come at a cost. Change from a contact us form to a live chat box will be a game changer for you
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Please tell us why you think this review should be flagged.
William G.
- Role: Sales Marketing
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted Jun 2022
The best way to communicate with my clients.
Likeliness to Recommend
What differentiates Intercom from other similar products?
Intercom is used by our company for everything from proactive support to feature announcements to marketing site bots and re-engagement. By utilizing a variety of channels, customizing the user experience, and doing A/B tests, we have been able to increase conversions and product engagement. I stay in touch with the clients and make an effort to resolve their difficulties. Additionally, we manage email flows that are sufficiently sophisticated to handle all of our instances.
What is your favorite aspect of this product?
Your productivity is sped up and made simpler by the large amount of information and links that are easily accessible. checking the inbox is one of my favorite activities. I absolutely enjoy being able to connect with coworkers within a ticket. We can work together on client concerns while also documenting our encounters thanks to this.
What do you dislike most about this product?
Only two of my criticisms about Intercom are unfavorable. It can be difficult to determine if a message has been read when adding more chat members, and talks might get convoluted.
What recommendations would you give to someone considering this product?
This is the interface to utilize if you want to communicate with your clients easily. It has developed into a complete ecosystem that connects across the whole lifetime of the user experience, enabling you to make product tours, add connections, and upload presentation videos. It will fundamentally alter how you onboard people, provide them with training, and influence their experience in the long run.
Pros
- Continually Improving Product
- Trustworthy
- Unique Features
- Efficient Service
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