Intercom Customer Reviews 2025 | SoftwareReviews

Intercom

Composite Score

9.1 /10

CX Score

9.3 /10

121 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 Champion

2024

8 Top Rated Capabilities

7 Top Rated Features

2024

2024 Emotional Footprint Champion

2024

Strategy and Innovation
Product Impact

2024

2023 Data Quadrant Champion

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 Champion

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 Champion

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

87 Satisfaction of Cost Relative to Value

1
Since last award

Product Experience

Negotiation and Contract

Conflict Resolution

Strategy & Innovation

Service Experience

undefined

{y}

{name}

Emotional Footprint Overview

Product Experience:: 97%
Negotiation and Contract:: 96%
Conflict Resolution:: 98%
Strategy & Innovation:: 98%
Service Experience:: 96%

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

1% Neutral

98% Positive

Pros

Helps Innovate
Continually Improving Product
Enables Productivity
Trustworthy

Feature Ratings

Average 86

Integration With CRM

Voice or Text Input

Leads Generation

Application Programming Interface

Knowledgebase

Personalized Service

Multi-channel

Learning and Adaptability

Wayfinding

Scheduled Availability

Translation

Vendor Capability Ratings

Average 84

Ease of Implementation

Availability and Quality of Training

Product Strategy and Rate of Improvement

Ease of IT Administration

Breadth of Features

Usability and Intuitiveness

Business Value Created

Ease of Customization

Quality of Features

Ease of Data Integration

Vendor Support

Also Featured in...

Customer Success

Score 8.9

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

Intercom Reviews

Sathiyan R.

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

Validated Review

Verified Reviewer

Submitted Apr 2024

Intercom is faster in customer resolutions

Likeliness to Recommend

10 /10

What differentiates Intercom from other similar products?

It has the FIN AI, which generates answers from the most relevant content sources like the knowledgebase and support articles and the website which it simplifies and resolves questions faster which saves us on the amount of time a support operator would take to resolve a question, a feature which other tools do not have and this sets intercoms to be more professional compared to other tools

What is your favorite aspect of this product?

I like the easy integration of the tool with Social media tools like Facebook, Instagram and Twitter to provide omnichannel communications, Intercom can easily be automated to collect customer feedback when the chat is closed and these feedback help us to improve customer support

What do you dislike most about this product?

Intercom is expensive to use for smaller businesses and the tool can affect the ROI, also setting up the knowledgebase of the tool is time consuming and requires a lot of step which takes more time of deploying the tool

What recommendations would you give to someone considering this product?

Yes, I would recommend the tool because it is fast and comes with better services compared to other providers

Pros

Helps Innovate
Performance Enhancing
Inspires Innovation
Acts with Integrity

Amir H.

Role: Human Resources
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Apr 2024

Intercom is super charged with chatbots

Likeliness to Recommend

10 /10

What differentiates Intercom from other similar products?

Within Intercom, you can set multiple chatbots to solve different questions compared to other tools where you can only use conditional logic setting with keywords. The newly added WhatsApp integration at no extra cost makes the tool more different from other tool

What is your favorite aspect of this product?

I like the easy steps of setting the chatbots in Intercom which does not require any technical knowledge that even a novice can use the templates available to set chatbots and provide customer support through AI and chatbots

What do you dislike most about this product?

I have not seen any issue with Intercom as far as functionality is concerned, unfortunately the tool is too expensive for smaller businesses to use this solution to offer customer support

What recommendations would you give to someone considering this product?

Yes, I would recommend the tool because it is purely powered by AI and this makes resolution more easier

Pros

Helps Innovate
Reliable
Performance Enhancing
Caring

Soumaya M.

Role: Information Technology
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Apr 2024

It is easy to setup chatbots within Intercom

Likeliness to Recommend

9 /10

What differentiates Intercom from other similar products?

The newly introduced free WhatsApp integration makes intercom a professional customer support tool which supports omnichannel communication

What is your favorite aspect of this product?

I like the easy integration of the tool with social media profiles like Facebook, X(formally Twitter),Instagram and messenger which help us receive all omnichannel message from one place. The pricing of intercom for the first year is so cheap and considerate for smaller enterprises

What do you dislike most about this product?

It takes a lot of time to understand the tool and configure all the tool setting because it has gotten a lot of modules and as times goes, the tool becomes more expensive for smaller businesses to use the solution

What recommendations would you give to someone considering this product?

I would recommend Intercom because it is easy to use and comes with a fair discounted pricing for growing startups to up to 98% discount

Pros

Reliable
Performance Enhancing
Saves Time
Respectful

Intercom

What is Intercom?

Company Details

Need Assistance?

Awards & Recognition

2025 Emotional Footprint Champion

2024 Data Quadrant Champion

2024 Emotional Footprint Champion

2023 Data Quadrant Champion

2023 Emotional Footprint Champion

2022 Data Quadrant Champion

2022 Emotional Footprint Champion

2021 Data Quadrant Champion

Intercom Ratings

90 Likeliness to Recommend

99 Plan to Renew

87 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

Emotional Footprint Overview

+96 Net Emotional Footprint

How much do users love Intercom?

Chart

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.

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

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.

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.

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.

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.

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.

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 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.

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

Sathiyan R.

Intercom is faster in customer resolutions

Likeliness to Recommend

Pros

Amir H.

Intercom is super charged with chatbots

Likeliness to Recommend

Pros

Soumaya M.

It is easy to setup chatbots within Intercom

Likeliness to Recommend

Pros

Most Popular Intercom Comparisons

LiveChat

Tidio

Dialogflow

Drift Conversation Cloud

Manychat

Freshchat

1
Since last award

Feature Ratings

Integration With CRM

Voice or Text Input

Leads Generation

Application Programming Interface

Knowledgebase

Personalized Service

Multi-channel

Learning and Adaptability

Wayfinding

Scheduled Availability

Translation

Vendor Capability Ratings

Ease of Implementation

Availability and Quality of Training

Product Strategy and Rate of Improvement

Ease of IT Administration

Breadth of Features

Usability and Intuitiveness

Business Value Created

Ease of Customization

Quality of Features

Ease of Data Integration

Vendor Support