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
95 Plan to Renew
1
Since last award
86 Satisfaction of Cost Relative to Value
1
Since last award
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 IT Administration
Ease of Customization
Breadth of Features
Usability and Intuitiveness
Ease of Data Integration
Quality of Features
Vendor Support
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Intercom Reviews
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
Niharika M.
- Role: Information Technology
- Industry: Engineering
- Involvement: IT Leader or Manager
Submitted Mar 2024
easy to use for businesses and reliable
Likeliness to Recommend
What differentiates Intercom from other similar products?
Easy-to-resolve business strategy and the AI-integrated chatbot system
What is your favorite aspect of this product?
the integrated chatbot system that will resolve user queries.
What do you dislike most about this product?
there is nothing to dislike; everything is fantastic
What recommendations would you give to someone considering this product?
i'll suggest to all my colleagues that they try it once.
Pros
- Helps Innovate
- Continually Improving Product
- Performance Enhancing
- Enables Productivity
Joy K.
- Role: Information Technology
- Industry: Finance
- Involvement: IT Development, Integration, and Administration
Submitted Feb 2024
Professional live chat software
Likeliness to Recommend
What differentiates Intercom from other similar products?
Intercom has AI called FIN, and is easy to integrate and use, support both internal and external sources where it gets responses to customer questions, also the tool have a good user interface compared to other tools
What is your favorite aspect of this product?
I like the user interface and the analytic feature as it helps us to measure chat analytics per agent and also the options automate email marketing
What do you dislike most about this product?
This is a high budget tool for bigger businesses since the pricing of the software does not favor smaller businesses
What recommendations would you give to someone considering this product?
It is a good tool to use for bot customer support and email marketing
Pros
- Helps Innovate
- Continually Improving Product
- Performance Enhancing
- Unique Features