Intercom Customer Reviews 2024

Intercom

9.1 /10

103 Reviews Write a Review

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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 Data Quadrant Gold Medalist

Latest Award, 2024

8 Top Rated Capabilities

7 Top Rated Features

Latest Award, 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.

90 Likeliness to Recommend

98 Plan to Renew

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

Voice or Text Input

Personalized Service

Knowledgebase

Scheduled Availability

Application Programming Interface

Multi-channel

Leads Generation

Learning and Adaptability

Wayfinding

Workflow Processing

Vendor Capability Ratings

Average 84

Ease of Implementation

Business Value Created

Usability and Intuitiveness

Product Strategy and Rate of Improvement

Breadth of Features

Availability and Quality of Training

Ease of IT Administration

Ease of Customization

Ease of Data Integration

Quality of Features

Vendor Support

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Customer Success

Score 8.7

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Intercom Reviews

Logan S.

Role: C-Level
Industry: Technology
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Nov 2022

Intercom helps in our communication with customers

Likeliness to Recommend

10 /10

What differentiates Intercom from other similar products?

The other two software options we tried for support management didn't measure up to intercom. Service that is both streamlined and organized.

What is your favorite aspect of this product?

The user-friendliness of the interface and the flexibility with which it may be adjusted to suit individual tastes. That it's possible to combine Meta and Instagram, have several inboxes, and program your own macros. The program's user-friendliness and ability to consolidate many work areas into a single interface greatly enhance productivity.

What do you dislike most about this product?

When compared to other instruments on the market, its final price is rather exorbitant; a small business will have a hard time affording it without a discount.

What recommendations would you give to someone considering this product?

The intercom is an effective method of communication and assistance. The app's conversational style may make it seem less powerful than more conventional support systems, but Intercom more than holds its own thanks to its ability to aggregate discussions in a way that's both user-friendly and insightful, as well as its excellent suite of analytical features. tools that are both effective and comprehensive, giving you access to everything you need to make educated choices.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Steve K.

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

Validated Review

Verified Reviewer

Submitted Nov 2022

"The best, most responsive chat service of today!"

Likeliness to Recommend

9 /10

What differentiates Intercom from other similar products?

It's different from other software because of how easy it is to use. The ease of use will impress you much.

What is your favorite aspect of this product?

The user interface is fantastic. It is natural to use, and it is simple to get around. I really like the functions that they offer. On this site, I have a much faster time creating bots, articles, and mass messaging than on other platforms.

What do you dislike most about this product?

Two things to note: 1. because their customer service is provided through a live chat platform, you will have to wait more than twenty-four hours for a response if you contact them. In my opinion, a firm like intercom shouldn't have any problems with that at all. 2. There is very little room for pricing adjustment. We intended to incorporate them into our marketing endeavors and product demonstrations.

What recommendations would you give to someone considering this product?

Why not give it a shot? After you have completed all of the necessary steps, you will be eagerly awaiting the arrival of your conversations. I even have the app for my mobile phone, so that I can respond to inquiries as they come up. The configuration is not very difficult, and the assistance from the customer service team makes it much simpler. Never before has it been this simple to communicate with one's clients.

Pros

Unique Features
Efficient Service
Effective Service
Inspires Innovation

Shangwe M.

Role: Operations
Industry: Shipping
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Nov 2022

Fantastic Product!

Likeliness to Recommend

9 /10

What differentiates Intercom from other similar products?

Workflow Processing is amazing

What is your favorite aspect of this product?

It is easy to use Integrates impressively with CRM

What do you dislike most about this product?

Nothing to dislike so far.

What recommendations would you give to someone considering this product?

This tool will revolutionize your interaction with both team memebers and clients.

Pros

Helps Innovate
Reliable
Enables Productivity
Caring

Intercom

What is Intercom?

Company Details

Need Assistance?

Awards & Recognition

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

98 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.

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

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.

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.

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

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.

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.

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.

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.

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.

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.

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.

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.

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

Logan S.

Intercom helps in our communication with customers

Likeliness to Recommend

Pros

Steve K.

"The best, most responsive chat service of today!"

Likeliness to Recommend

Pros

Shangwe M.

Fantastic Product!

Likeliness to Recommend

Pros

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Dialogflow

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Feature Ratings

Integration With CRM

Voice or Text Input

Personalized Service

Knowledgebase

Scheduled Availability

Application Programming Interface

Multi-channel

Leads Generation

Learning and Adaptability

Wayfinding

Workflow Processing

Vendor Capability Ratings

Ease of Implementation

Business Value Created

Usability and Intuitiveness

Product Strategy and Rate of Improvement

Breadth of Features

Availability and Quality of Training

Ease of IT Administration

Ease of Customization

Ease of Data Integration

Quality of Features

Vendor Support