Intercom Customer Reviews 2024

Intercom

9.1 /10

103 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.

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

Also Featured in...

Customer Success

Score 8.7

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Intercom Reviews

Emily M.

Role: Sales Marketing
Industry: Gaming and Hospitality
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Oct 2022

"Excellent tool very easy to use."

Likeliness to Recommend

8 /10

What differentiates Intercom from other similar products?

It stands out from the crowd thanks to a host of factors, including its user-friendliness and constant stream of innovative new features. The instant messaging feature is fantastic.

What is your favorite aspect of this product?

Intercom works wonderfully as a customer service tool and a lead generating tool. Through the connectivity with Hubspot and the individually crafted journeys on each page, we are able to effortlessly interact with leads and convert them through a streamlined process. We never miss an important intercom communication because it is automatically delivered to our private Slack channel. It's also helpful from a support perspective, as we're never more than a talk away.

What do you dislike most about this product?

This system is powerful and comprehensive. So far, I haven't experienced any drawbacks.

What recommendations would you give to someone considering this product?

The live chat is fantastic, and there are a lot of other useful features, therefore I would advise using this software.

Pros

Efficient Service
Effective Service
Friendly Negotiation
Helps Innovate

Muteru J.

Role: Industry Specific Role
Industry: Construction
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Oct 2022

Impressive Product!!

Likeliness to Recommend

10 /10

What differentiates Intercom from other similar products?

Highly flexible thus integrate well with other software

What is your favorite aspect of this product?

Customized branding

What do you dislike most about this product?

The layout in the UI can be improved

What recommendations would you give to someone considering this product?

Intercom is among the best chatbots I have used. I highly recommend it!

Pros

Reliable
Inspires Innovation
Caring
Respectful

Alejandra B.

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

Validated Review

Verified Reviewer

Submitted Oct 2022

Best communication management made easy and fast

Likeliness to Recommend

9 /10

What differentiates Intercom from other similar products?

With an efficient communication environment, this software offers us medication with prospects, customers and administrators/end users. In addition to synchronous chat, to communicate with users of our services, to inform new users through chatbots and to collect data on those who use our products, Intercom is a great tool that allows us to interact with your customer on your product without a backend team having to build something.

What is your favorite aspect of this product?

As a software it has a facility to create customer journeys/sequences in conjunction with In-App Messaging, Media Sharing and Email for a specific audience where you can also do Tracking and metrics of user activity or a Support Inbox depending on what you need you can also do it from their API.

What do you dislike most about this product?

The implementation of new features and plugins for email communication. Among them also import and export data easier as we would also like to preview the flow of a complete series to see how it looks before launching it because when we create a series is not always clear when something will be sent and when not for that would be helpful a mobile application.

What recommendations would you give to someone considering this product?

We have found it very helpful in managing the customer profile and usability of our products. We have it integrated into our webs/customer dashboards and it has served its purpose as a platform and its intercom is wonderful for communicating with customers who need support. We have no hesitation in recommending Intercom.

Pros

Helps Innovate
Performance Enhancing
Trustworthy
Effective Service

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

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

Emily M.

"Excellent tool very easy to use."

Likeliness to Recommend

Pros

Muteru J.

Impressive Product!!

Likeliness to Recommend

Pros

Alejandra B.

Best communication management made easy and fast

Likeliness to Recommend

Pros

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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