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
Husnah A.
- Role: Sales Marketing
- Industry: Technology
- Involvement: End User of Application
Submitted Apr 2024
Easy to setup at a fair price
Likeliness to Recommend
What differentiates Intercom from other similar products?
Intercom has an easy chatbot integrated with AI which so easy to configure and deploy.
What is your favorite aspect of this product?
I like the customer care team of intercom, they do respond to questions on time, the tool has professional user interface
What do you dislike most about this product?
The pricing of the software does not favor smaller businesses to use the tool as it is expensive for smaller businesses to use the solution
What recommendations would you give to someone considering this product?
Yes, I would recommend intercom because has more advanced feature for customer success tools
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Brad T.
- Role: Sales Marketing
- Industry: Media
- Involvement: End User of Application
Submitted Mar 2024
Real-time communication with intercom
Likeliness to Recommend
What differentiates Intercom from other similar products?
When clients send me messages or want to "chat" with me, I use Intercom. We conduct internal research to respond to customer technical and product inquiries, such as issues, new features, etc.
What is your favorite aspect of this product?
One of the things I like is the user interface, it is easy to use allowing you to quickly communicate with customers and even upload screenshots with ease.
What do you dislike most about this product?
Sort messages by categories, Make the notification sound better when it arrives, Ability to edit previously sent messages, Not cheap or easy for one-person or small business operations
What recommendations would you give to someone considering this product?
Intercom made it possible to easily integrate real-time chat support, consumer engagement, and lead generation capabilities into a single platform.
Pros
- Reliable
- Over Delivered
- Helps Innovate
- Enables Productivity
Arinda J.
- Role: Information Technology
- Industry: Recreation
- Involvement: End User of Application
Submitted Mar 2024
Intercom is easy to use and pricey
Likeliness to Recommend
What differentiates Intercom from other similar products?
Intercom has AI resolutions that you can train to resolve questions on time and respond to customer's question on time. Also they have even the email marketing feature which other tools do not have.
What is your favorite aspect of this product?
I like the chatbot settings and configurations, the whole process is straightforward. As well the chat history leaves a trace on communication threads another operator had with a client which makes it easy for me to continue the chat with the client without getting lost especially when they forward the case to me
What do you dislike most about this product?
This tool is too expensive for smaller businesses to use and they do highly charge for WhatsApp integration which makes the tool more expensive than any other live chat tool
What recommendations would you give to someone considering this product?
Yes, I would recommend the tool because it is easy to use and a faster tool.
Pros
- Reliable
- Performance Enhancing
- Trustworthy
- Effective Service