Intercom Customer Reviews 2025 | SoftwareReviews

Intercom

Composite Score

9.1 /10

CX Score

9.3 /10

113 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

Need Assistance?

We're here to help you with understanding our reports and the data inside to help you make decisions.

Get Assistance

Awards & Recognition

Intercom won the following awards in the Chatbots category

Filter By

2025 Emotional Footprint Champion

Latest Award, 2025

Strategy and Innovation
Product Impact
Contract Negotiation
Conflict Resolution

Latest Award, 2025

2024 Data Quadrant Gold Medalist

2024

8 Top Rated Capabilities

7 Top Rated Features

2024

2024 Emotional Footprint Champion

2024

Strategy and Innovation
Product Impact

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.

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

88 Satisfaction of Cost Relative to Value

{y}

{name}

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
Trustworthy
Enables Productivity

Feature Ratings

Average 86

Integration With CRM

Voice or Text Input

Leads Generation

Application Programming Interface

Scheduled Availability

Personalized Service

Knowledgebase

Multi-channel

Learning and Adaptability

Wayfinding

Workflow Processing

Vendor Capability Ratings

Average 84

Ease of Implementation

Breadth of Features

Product Strategy and Rate of Improvement

Availability and Quality of Training

Ease of IT Administration

Usability and Intuitiveness

Business Value Created

Ease of Customization

Quality of Features

Ease of Data Integration

Vendor Support

Also Featured in...

Customer Success

Score 8.8

View Intercom in this category (opens in a new tab)

Intercom Reviews

Bhupendra S.

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

Validated Review

Verified Reviewer

Submitted Jan 2025

Great for personalized support, but pricey.

Likeliness to Recommend

9 /10

What differentiates Intercom from other similar products?

Intercom is different because it combines live chat, bots, and help desks with features like targeted emails and customer segmentation, making it great for personalized customer support.

What is your favorite aspect of this product?

My favorite part of Intercom is its ability to personalize customer support with features like in-app messaging and targeted emails, making it feel more tailored to each user.

What do you dislike most about this product?

Intercom is that it can be pricey, especially for smaller businesses, as many of the advanced features are only available in the higher-tier plans.

What recommendations would you give to someone considering this product?

If you're considering Intercom, I’d recommend it for businesses that need personalized customer support and are ready to invest in advanced features. Make sure to assess whether the pricing fits your budget before committing.

Pros

Performance Enhancing
Respectful
Altruistic
Helps Innovate

RAJAT S.

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

Validated Review

Verified Reviewer

Submitted Jan 2025

Great features, but can be pricey.

Likeliness to Recommend

9 /10

What differentiates Intercom from other similar products?

Intercom is different because it brings together live chat, automation, customer support, and engagement tools in one platform, making it easier to provide personalized help at scale.

What is your favorite aspect of this product?

Intercom is its ability to combine live chat, automation, and support all in one, allowing businesses to offer personalized help efficiently.

What do you dislike most about this product?

Intercom is that it can be pricey, especially for smaller businesses or those just starting out, as many of its advanced features come with higher-tier plans.

What recommendations would you give to someone considering this product?

If you're thinking about using Intercom, it's a solid choice for customer support and engagement. Just keep in mind it can be pricey, so make sure the extra features are worth the cost for your business.

Pros

Appreciates Incumbent Status
Helps Innovate
Unique Features
Efficient Service

HEMANT KUMAR K.

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

Validated Review

Verified Reviewer

Submitted Nov 2024

Powerful, but pricey and complex.

Likeliness to Recommend

9 /10

What differentiates Intercom from other similar products?

Intercom is unique because it brings live chat, email, and automation all together. It helps businesses offer more personalized customer service and sales support, with smart AI tools that make conversations quicker and easier.

What is your favorite aspect of this product?

My favorite aspect of Intercom is how it combines multiple communication channels in one place. It makes it easier to manage customer support and sales all from a single platform.

What do you dislike most about this product?

Intercom is that it can be overwhelming to use at first. The interface has a lot of features, which may take time to fully learn.

What recommendations would you give to someone considering this product?

If you’re considering Intercom, I recommend exploring the free trial to get a feel for the features. Make sure it fits your needs and budget before committing, as it can get pricey.

Pros

Continually Improving Product
Trustworthy
Client Friendly Policies
Fair

Intercom

What is Intercom?

Company Details

Need Assistance?

Awards & Recognition

2025 Emotional Footprint Champion

2024 Data Quadrant Gold Medalist

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

99 Plan to Renew

88 Satisfaction of Cost Relative to Value

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

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.

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

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.

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.

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.

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.

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

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

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.

Wayfinding Allows the chatbot to act as a site’s search engine, in addition to a text-based search field, and have access to a service desk’s service catalog.

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.

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.

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.

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.

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.

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

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.

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.

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.

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.

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

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

Bhupendra S.

Great for personalized support, but pricey.

Likeliness to Recommend

Pros

RAJAT S.

Great features, but can be pricey.

Likeliness to Recommend

Pros

HEMANT KUMAR K.

Powerful, but pricey and complex.

Likeliness to Recommend

Pros

Most Popular Intercom Comparisons

LiveChat

Tidio

Dialogflow

Drift Conversation Cloud

Manychat

Laiye Chatbot

Feature Ratings

Integration With CRM

Voice or Text Input

Leads Generation

Application Programming Interface

Scheduled Availability

Personalized Service

Knowledgebase

Multi-channel

Learning and Adaptability

Wayfinding

Workflow Processing

Vendor Capability Ratings

Ease of Implementation

Breadth of Features

Product Strategy and Rate of Improvement

Availability and Quality of Training

Ease of IT Administration

Usability and Intuitiveness

Business Value Created

Ease of Customization

Quality of Features

Ease of Data Integration

Vendor Support