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
Nellie V.
- Role: Sales Marketing
- Industry: Gaming and Hospitality
- Involvement: End User of Application
Submitted Jun 2022
"Excellent client service"
Likeliness to Recommend
What differentiates Intercom from other similar products?
this program is very easy to use but it is expensive, there are programs that cost a little less, that is the difference.
What is your favorite aspect of this product?
Emails from Intercom are now being sent in series rather than campaigns. Using the series feature was a bit of a learning curve at first, but it has opened up a whole new world of communication options for us with our consumers. To better serve all of our consumers, we're going to make good use of this new feature and expand our email campaigns.
What do you dislike most about this product?
If you want to find a certain email in an email sequence, it might be difficult. To locate a certain email, a search option would be helpful. We might enter in the email's name or a keyword. If you're searching for a certain sequence of emails, you may want to have additional choices for sorting.
What recommendations would you give to someone considering this product?
Don't be afraid to utilize Intercom, but before you do, check to make sure you have enough money.
Pros
- Enables Productivity
- Unique Features
- Efficient Service
- Effective Service
Please tell us why you think this review should be flagged.
- Role: C-Level
- Industry: Technology
- Involvement: Business Leader or Manager
Submitted May 2022
Most feature-rich customer support olution
Likeliness to Recommend
Pros
- Enables Productivity
- Effective Service
- Helps Innovate
- Continually Improving Product
Cons
- Leverages Incumbent Status
- Vendor's Interest First
- Vendor Friendly Policies
Please tell us why you think this review should be flagged.
Iaroslav C.
- Role: Sales Marketing
- Industry: Technology
- Involvement: IT Development, Integration, and Administration
Submitted Mar 2022
All-in-one from marketing to customer success
Likeliness to Recommend
What differentiates Intercom from other similar products?
Intercom contains too many features for successful communication with users & customers, for any involvement level: from custom bots and articles library to onboarding product tours. It's a really must have for both your marketing and sales / success teams
What is your favorite aspect of this product?
Custom bots. Regarding to trend "live conversation becomes annoying, let me clear out everything myself", ability to create autochats with too many features (like embedding widgets, YouTube videos, etc) made a lot of impact to retention rate of users on the platform. It's enough easy to learn how to make it (but certainly you need some time to practice), then it works like a swiss watch
What do you dislike most about this product?
Checklist feature missed, onboarding tours are not such great as special products (like Appcues) provide
What recommendations would you give to someone considering this product?
Intercom subscription plans are like constructor set. You can add or remove any kind of features you need or don't need anymore, increase or decrease the quantity of seats provided to your teammates. Everything costs its price, so think carefully and then seize the day in implementing your marketing and CSM activities
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Please tell us why you think this review should be flagged.
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