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
Sainath S.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Sep 2023
Sleak modern UX,but bad performance and search
Likeliness to Recommend
What differentiates Intercom from other similar products?
Love the workflow automatic and AI feature push. Also love the granular admin / Permission controls. Not all users need paid seats, As a PM I am able to use the product and hop onto support tickets and collaborate and have my support team push insights to the product board all for free.
What is your favorite aspect of this product?
Integration and ease of tagging someone and colloborating.
What do you dislike most about this product?
Performance bad, search never works or is dumb with results
What recommendations would you give to someone considering this product?
If you are a small team and want more of your org active in customer tickets Intercom is a great solution despite limitations
Pros
- Helps Innovate
- Includes Product Enhancements
- Security Protects
- Continually Improving Product
Cons
- Less Reliable
- Commodity Features
- Leverages Incumbent Status
Guilherme B.
- Role: Operations
- Industry: Finance
- Involvement: IT Leader or Manager
Submitted Apr 2023
Easy to use, but a bit pricey
Likeliness to Recommend
What differentiates Intercom from other similar products?
The ammount of tools that it provides, its really impressive.
What is your favorite aspect of this product?
You can do almost everything with it, and you can integrate it with almost anything too.
What do you dislike most about this product?
The price, every new feature you need, you need to pay.
What recommendations would you give to someone considering this product?
If you need a great tool to administrate your customers and have a excellent chat experience, intercom is probably the best tool.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Cons
- Less Generous
Jessica N.
- Role: Information Technology
- Industry: Media
- Involvement: Business Leader or Manager
Submitted Apr 2023
Excellent tool!
Likeliness to Recommend
What differentiates Intercom from other similar products?
It excels in its innovative use of technology and is exceptional at facilitating business growth and service delivery through straightforward client communications. There are no extra expenses or fees for using this program. Intercom can be tailored to meet the requirements of any company, from the look and feel of the chat widget to the content of the automated messages. The gorgeous user design has helped me perform better.
What is your favorite aspect of this product?
Since day one, Intercom has helped us deliver the best 24/7 client chat assistance available. We communicate with our clients using the chat feature, but we also use the metrics and reporting tools to better understand their utilization patterns. Additionally, our customers can rate our support quality right on the platform, which helps us assess our staff and put a constant development emphasis on it. My favorite feature of Intercom is when leads rapidly give me their phone number so that I can contact them right away to generate more sales. Intercom offers an easy user experience.
What do you dislike most about this product?
There isn’t much to detest, though some extra features can be pricey. It might be difficult to switch to another product once you have become accustomed to Intercom’s features.
What recommendations would you give to someone considering this product?
Although Intercom has many wonderful elements, the Intercom series is our favorite. You can use a lot of Intercom’s features with it, including tooltips, emails, and product tours. A complex sequence can be entered by your users, and you can place various touchpoints along the route.
Pros
- Performance Enhancing
- Effective Service
- Helps Innovate
- Enables Productivity
Cons
- Security Frustrates