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

Intercom

9.1 /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.

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

+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 87

Integration With CRM

88

Voice or Text Input

88

Personalized Service

86

Leads Generation

86

Application Programming Interface

86

Scheduled Availability

85

Knowledgebase

85

Wayfinding

85

Multi-channel

85

Workflow Processing

85

Learning and Adaptability

85

Vendor Capability Ratings

Average 84

Ease of Implementation

86

Breadth of Features

85

Product Strategy and Rate of Improvement

85

Usability and Intuitiveness

85

Availability and Quality of Training

85

Business Value Created

85

Ease of IT Administration

85

Ease of Customization

85

Quality of Features

84

Ease of Data Integration

83

Vendor Support

80

Intercom Reviews

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

Alissa M.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Oct 2024

The All-in-One Chatbot Solution

Likeliness to Recommend

9 /10

What differentiates Intercom from other similar products?

Intercom stands out because it combines support and marketing tools in one place. Most other products focus only on support or just marketing. It does both which helps businesses communicate better with their customers.

What is your favorite aspect of this product?

It lets me create chat automation without needing to know how to code so this makes it fun and easy to set up conversations for my customers. Intercom is a super helpful customer support tool that helps businesses talk to their customers in many ways like on websites, WhatsApp, and social media. This awesome software makes it easy to connect with people and gives them the help they need also gets cool features like live chat, chatbots, and smart analytics, Intercom is a great choice for businesses.

What do you dislike most about this product?

Sometimes, the interface feels a bit confusing. It takes time to learn where everything is, which can be very frustrating.

What recommendations would you give to someone considering this product?

I advise attempting the free trial of Intercom first if you are considering using it so you can get a better idea if it meets your requirements or not. It is great for businesses looking to easily connect with their customers also just make sure to check your budget because the costs can add up.

Pros

  • Helps Innovate
  • Performance Enhancing
  • Enables Productivity
  • Effective Service

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