Intercom Customer Reviews 2024

Intercom

9.1 /10

92 Reviews Write a Review

Claim Software

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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Awards & Recognition

Intercom won the following awards in the Chatbots category

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2024 Emotional Footprint Champion

Latest Award, 2024

Strategy and Innovation
Product Impact

Latest Award, 2024

2023 Data Quadrant Gold Medalist

2023

8 Top Rated Capabilities

10 Top Rated Features

2023

2023 Emotional Footprint Champion

2023

Strategy and Innovation
Product Impact
Conflict Resolution

2023

2022 Data Quadrant Gold Medalist

2022

10 Top Rated Capabilities

6 Top Rated Features

2022

2022 Emotional Footprint Champion

2022

Strategy and Innovation
Service Experience
Product Impact
Contract Negotiation
Conflict Resolution

2022

2021 Data Quadrant Gold Medalist

2021

Intercom Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Intercom.

90 Likeliness to Recommend

2
Since last award

98 Plan to Renew

88 Satisfaction of Cost Relative to Value

3
Since last award

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Emotional Footprint Overview

+96 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?

1% Negative

1% Neutral

98% Positive

Pros

Helps Innovate
Continually Improving Product
Includes Product Enhancements
Enables Productivity

Feature Ratings

Average 88

Voice or Text Input

Scheduled Availability

Integration With CRM

Application Programming Interface

Personalized Service

Leads Generation

Knowledgebase

Learning and Adaptability

Workflow Processing

Multi-channel

Translation

Vendor Capability Ratings

Average 86

Ease of Implementation

Business Value Created

Usability and Intuitiveness

Ease of IT Administration

Breadth of Features

Ease of Customization

Product Strategy and Rate of Improvement

Ease of Data Integration

Quality of Features

Availability and Quality of Training

Vendor Support

Also Featured in...

Customer Success

Score 8.6

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Intercom Reviews

Matheus Á.

Role: Information Technology
Industry: Healthcare
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Apr 2021

Amazing features, improbable UI. Highly recommend.

Likeliness to Recommend

9 /10

What differentiates Intercom from other similar products?

Esse to use and complete solution are probably the two characteristics that I see as being diferential in Intercom. The product provides good UX and ways to meet every product messaging/communication need with our users. We intend to actually use intercom as the central guidelines for our whole push and messaging central due this. I see there a good way to prosper on this attention management. It's integration to CRM (Salesforce in our case) is great but also segment plays a major role for us to proper operate our business and messaging strategy

What is your favorite aspect of this product?

The series feature is beyond nice, it is amazing. It allows us to leverage a lot of our messaging strategy.

What do you dislike most about this product?

The csv import method is not very user friendly

What recommendations would you give to someone considering this product?

Go for it. Align your segment or event tracker product with it, connect your CRM and go for it.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Wesley A.

Role: Operations
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Apr 2021

A fantastic tool for any SaaS / online business!

Likeliness to Recommend

9 /10

What differentiates Intercom from other similar products?

It works very simply compared to others.

What is your favorite aspect of this product?

Being able to get up and running very quickly.

What do you dislike most about this product?

Pricing is a bit complicated and over the top for some of the features and makes it hard for smaller businesses to justify purchasing.

What recommendations would you give to someone considering this product?

Definitely look at using the full capabilities of the platform - don't just use the chat feature and leave it, as you can do so much more with the customisations and integrations that can help automate your work.

Pros

Reliable
Saves Time
Performance Enhancing
Enables Productivity

Cons

Less Efficient Service

Role: Sales Marketing
Industry: Technology
Involvement: End User of Application

Validated Review

Anonymous Reviewer

Submitted Apr 2021

Great tool but Enterprise focused pricing

Likeliness to Recommend

9 /10

Pros

Reliable
Performance Enhancing
Unique Features
Helps Innovate

Intercom

What is Intercom?

Company Details

Need Assistance?

Awards & Recognition

2024 Emotional Footprint Champion

2023 Data Quadrant Gold Medalist

2023 Emotional Footprint Champion

2022 Data Quadrant Gold Medalist

2022 Emotional Footprint Champion

2021 Data Quadrant Gold Medalist

Intercom Ratings

90 Likeliness to Recommend

2 Since last award

98 Plan to Renew

88 Satisfaction of Cost Relative to Value

3 Since last award

Emotional Footprint Overview

+96 Net Emotional Footprint

How much do users love Intercom?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Voice or Text Input Chatbot interaction through audible (voice) or text (keyboard) input.

Scheduled Availability The ability to schedule when the chatbot will be available, if its role is to augment a service desk on an after hours basis.

Integration With CRM The chatbot’s integration with the organization’s CRM would allow for customer information to be queried, once the customer’s identity has been verified.

Application Programming Interface For more customized needs, the chatbot may have an API which would allow an in-house developer to access features of the chatbox.

Personalized Service In conjunction with CRM integration, or through the use of browser cookies, the chatbot can be configured to deliver a more personalized service to the client.

Leads Generation The chatbot can take its interaction as input as a possible new sales lead, for follow-up by an organization’s business development office.

Knowledgebase Allows users to create knowledgebase articles, metadata tags, creation data and author's name

Learning and Adaptability The chatbot should have the ability to learn the characteristics of the human with whom it is interacting. This can include speech nuances.

Workflow Processing By leveraging the chatbot’s AI capabilities, the intelligent routing of data across an organization, based on pre-defined parameters of a workflow.

Multi-channel Supports live chat, mobile app, powerbot and messenger

Translation Supports automatic translate to multiple languages.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Also Featured in...

Customer Success

Intercom Reviews

Matheus Á.

Amazing features, improbable UI. Highly recommend.

Likeliness to Recommend

Pros

Wesley A.

A fantastic tool for any SaaS / online business!

Likeliness to Recommend

Pros

Cons

Great tool but Enterprise focused pricing

Likeliness to Recommend

Pros

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Feature Ratings

Voice or Text Input

Scheduled Availability

Integration With CRM

Application Programming Interface

Personalized Service

Leads Generation

Knowledgebase

Learning and Adaptability

Workflow Processing

Multi-channel

Translation

Vendor Capability Ratings

Ease of Implementation

Business Value Created

Usability and Intuitiveness

Ease of IT Administration

Breadth of Features

Ease of Customization

Product Strategy and Rate of Improvement

Ease of Data Integration

Quality of Features

Availability and Quality of Training

Vendor Support