Intercom Customer Reviews 2024

Intercom

Composite Score

9.1 /10

CX Score

9.3 /10

110 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

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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.

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

Voice or Text Input

Leads Generation

Application Programming Interface

Personalized Service

Scheduled Availability

Knowledgebase

Wayfinding

Multi-channel

Workflow Processing

Learning and Adaptability

Vendor Capability Ratings

Average 84

Ease of Implementation

Breadth of Features

Product Strategy and Rate of Improvement

Usability and Intuitiveness

Ease of IT Administration

Availability and Quality of Training

Business Value Created

Ease of Customization

Quality of Features

Ease of Data Integration

Vendor Support

Also Featured in...

Customer Success

Score 8.8

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Intercom Reviews

Michael M.

Role: Sales Marketing
Industry: Technology
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Nov 2022

Intercom improves customer service

Likeliness to Recommend

9 /10

What differentiates Intercom from other similar products?

Through Intercom, I am able to interact with the people who use our service, guide brand-new users with the help of chatbots, and get information about the people who buy our wares. We are able to provide our customers with more tailored experiences by integrating Intercom with a number of our other offerings.

What is your favorite aspect of this product?

Each of our users receives a one-of-a-kind and tailor-made experience thanks to the individualized user journeys we develop for them based on their individual triggers, timings, and customer experiences. Since our crew already uses Slack to communicate with one another, we decided to integrate with them to increase how quickly we respond to client inquiries.

What do you dislike most about this product?

In this day and age of headphones and online meetings, it can be easy to miss the initial chime signaling the beginning of a new discussion. There may be better tools for altering and archiving communication pieces, such as the ability to change the titles of old posts.

What recommendations would you give to someone considering this product?

Though getting up and running with Intercom requires some time, once you've mastered the fundamentals you'll be good to go. Staff training is also available from Intercom to get you ready to use the program. The interface is, in general, very user-friendly.

Pros

Helps Innovate
Enables Productivity
Efficient Service
Inspires Innovation

Ekira J.

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

Validated Review

Verified Reviewer

Submitted Nov 2022

Excellent Capabilities!

Likeliness to Recommend

8 /10

What differentiates Intercom from other similar products?

The ease of use

What is your favorite aspect of this product?

It integrates well with the CRM

What do you dislike most about this product?

The customer support can lag at times

What recommendations would you give to someone considering this product?

This chat bot enables an interactive marketing environment

Pros

Helps Innovate
Reliable
Enables Productivity
Inspires Innovation

Elaine C.

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

Validated Review

Verified Reviewer

Submitted Nov 2022

"A smart platform for connecting with customers"

Likeliness to Recommend

8 /10

What differentiates Intercom from other similar products?

It is different from other applications in that it possesses a multitude of capabilities that may monitor its users in an efficient and uncomplicated manner.

What is your favorite aspect of this product?

Features like as in-app messaging, automated problem solving, curated knowledge bases, and integrated adverts and promotions are all essential. Attributes in your own consumer data facilitate all of this.

What do you dislike most about this product?

Even if the new Intercom inbox is a bit cumbersome, it is constantly being refined. In addition to the new requests, I value the time and work put into this site. There are occassionally bugs with Live Chat, which can be frustrating.

What recommendations would you give to someone considering this product?

I would recommend this application since it makes it simple and comfortable for us to connect with our clients in real time and it also allows us to do so.

Pros

Reliable
Enables Productivity
Trustworthy
Unique Features

Intercom

What is Intercom?

Company Details

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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

99 Plan to Renew

1 Since last award

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.

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.

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.

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

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.

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

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.

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.

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.

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.

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

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.

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

Michael M.

Intercom improves customer service

Likeliness to Recommend

Pros

Ekira J.

Excellent Capabilities!

Likeliness to Recommend

Pros

Elaine C.

"A smart platform for connecting with customers"

Likeliness to Recommend

Pros

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1
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Feature Ratings

Integration With CRM

Voice or Text Input

Leads Generation

Application Programming Interface

Personalized Service

Scheduled Availability

Knowledgebase

Wayfinding

Multi-channel

Workflow Processing

Learning and Adaptability

Vendor Capability Ratings

Ease of Implementation

Breadth of Features

Product Strategy and Rate of Improvement

Usability and Intuitiveness

Ease of IT Administration

Availability and Quality of Training

Business Value Created

Ease of Customization

Quality of Features

Ease of Data Integration

Vendor Support