Intercom Logo Award Winner Product Badge
Intercom Logo Award Winner Product Badge
Intercom

Intercom

Composite Score
9.1 /10
CX Score
9.3 /10
Category
Intercom
9.1 /10

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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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.

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

1
Since last award

88 Satisfaction of Cost Relative to Value


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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.

+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
2% Neutral
97% Positive

Pros

  • Helps Innovate
  • Continually Improving Product
  • Enables Productivity
  • Trustworthy

Feature Ratings

Average 86

Integration With CRM

88

Voice or Text Input

88

Leads Generation

86

Application Programming Interface

86

Personalized Service

86

Scheduled Availability

85

Knowledgebase

85

Wayfinding

85

Multi-channel

85

Workflow Processing

84

Learning and Adaptability

84

Vendor Capability Ratings

Average 84

Ease of Implementation

86

Breadth of Features

86

Product Strategy and Rate of Improvement

85

Usability and Intuitiveness

85

Ease of IT Administration

85

Availability and Quality of Training

85

Business Value Created

85

Ease of Customization

84

Quality of Features

83

Ease of Data Integration

83

Vendor Support

80

Intercom Reviews

Aakash S.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted Nov 2024

Powerful features, but can be costly.

Likeliness to Recommend

10 /10

What differentiates Intercom from other similar products?

What makes Intercom different is that it provides a complete set of tools for messaging customers, like live chat and chatbots, all in one place to help businesses improve support and connect better with their users.

What is your favorite aspect of this product?

My favorite aspect of Intercom is its ability to create personalized customer experiences through targeted messaging and automated responses, making it easier for businesses to engage with their users effectively.

What do you dislike most about this product?

Intercom is that it can be quite expensive, especially for smaller businesses or startups that might find the pricing structure challenging to manage.

What recommendations would you give to someone considering this product?

If you're considering Intercom, I recommend trying out the free trial to explore its features and determine if it meets your needs, and carefully review the pricing plans to find the best fit for your budget.

Pros

  • Helps Innovate
  • Reliable
  • Performance Enhancing
  • Enables Productivity

Aditi T.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted Oct 2024

"Powerful features, but can be costly."

Likeliness to Recommend

10 /10

What differentiates Intercom from other similar products?

Intercom is different because it provides a variety of tools for customer communication, like live chat, bots, and product tours, all in one place, with features that help personalize and automate interactions.

What is your favorite aspect of this product?

My favorite aspect of Intercom is its ability to create personalized messages and targeted campaigns, which helps businesses connect with customers in a more meaningful way.

What do you dislike most about this product?

What I dislike most about Intercom is that it can be quite expensive, especially for smaller businesses that might not need all of its features.

What recommendations would you give to someone considering this product?

If you're thinking about Intercom, make sure to check your budget and needs first, and try out the trial to see if it works for your business.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

Manisha B.

  • Role: Information Technology
  • Industry: Healthcare
  • Involvement: IT Leader or Manager
Validated Review
Verified Reviewer

Submitted Oct 2024

Excellent for engagement but can be costly

Likeliness to Recommend

10 /10

What differentiates Intercom from other similar products?

Intercom stands out with its all-in-one customer engagement platform! Advanced targeting and personalization? Check! AI-driven chatbots and automation? You bet! User-friendly interface and rich analytics? Of course! Experience seamless messaging, live chat, and email marketing like never before.

What is your favorite aspect of this product?

One of the things I really like about Intercom is how you can personalize stuff. You can change how you talk to people based on what they do and what they like. That makes it more interesting for them and makes them more likely to buy stuff. Also, the bots and the automatic stuff make it easier for the support team to help people quickly.

What do you dislike most about this product?

What I dislike most about Intercom is its pricing structure. While it offers many valuable features, the cost can be quite high, especially for smaller businesses or startups. Additionally, some users may find the extensive feature set overwhelming, leading to a steeper learning curve. This complexity can make it challenging for teams to fully utilize all the capabilities without investing significant time in training and onboarding.

What recommendations would you give to someone considering this product?

Before committing to Intercom, it is advisable to thoroughly evaluate your business requirements to ensure that its capabilities align with your objectives. Take advantage of the available free trials to explore the platform's features and functionality. Be mindful of the pricing structure, as additional features may result in increased costs. To ensure a smooth implementation, allocate sufficient resources for setup and provide comprehensive training for your team. Regularly assess Intercom's performance and its impact on customer engagement to ascertain that it meets your expectations.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

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