Intercom Customer Reviews 2024

Intercom

9.1 /10

93 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 Emotional Footprint Champion

Latest Award, 2024

Strategy and Innovation
Product Impact

Latest Award, 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

2
Since last award

98 Plan to Renew

88 Satisfaction of Cost Relative to Value

3
Since last award

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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

1% Neutral

98% Positive

Pros

Helps Innovate
Continually Improving Product
Includes Product Enhancements
Enables Productivity

Feature Ratings

Average 88

Integration With CRM

Voice or Text Input

Application Programming Interface

Scheduled Availability

Personalized Service

Leads Generation

Learning and Adaptability

Knowledgebase

Workflow Processing

Multi-channel

Translation

Vendor Capability Ratings

Average 86

Ease of Implementation

Business Value Created

Usability and Intuitiveness

Ease of Customization

Ease of IT Administration

Breadth of Features

Product Strategy and Rate of Improvement

Ease of Data Integration

Quality of Features

Availability and Quality of Training

Vendor Support

Also Featured in...

Customer Success

Score 8.6

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Intercom Reviews

Alaia S.

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

Validated Review

Verified Reviewer

Submitted Dec 2021

Very easy to implement

Likeliness to Recommend

8 /10

What differentiates Intercom from other similar products?

The product is extremely easy to implement with no coding knowledge needed

What is your favorite aspect of this product?

Its intuitive UX/UI

What do you dislike most about this product?

The product can be a bit buggy sometimes

What recommendations would you give to someone considering this product?

If you're looking for a chatbot, I recommend using Intercom

Pros

Trustworthy
Effective Service
Caring
Respectful

Fabio L.

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

Validated Review

Verified Reviewer

Submitted Nov 2021

Client automation

Likeliness to Recommend

9 /10

What differentiates Intercom from other similar products?

Intercom is essential for acquiring customers through bots and live chat to automatically qualify and route, convert leads quickly and effectively.

What is your favorite aspect of this product?

I like Intercom allows: A / B testing, audience segmentation, messages triggered by behavior, option to search for conversations, ideal for creating email campaigns, with in-app email composer.

What do you dislike most about this product?

Intercom provides the capacity and data required to acquire and engage customers effectively and smoothly.

What recommendations would you give to someone considering this product?

I Recommend Intercom allows you to send emails along with in-app messages directly via mobile and web devices, to track customer data and events, and also find out who your customers are and what actions they are actually taking on your website.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Hady R.

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

Validated Review

Verified Reviewer

Submitted Aug 2021

Message performance

Likeliness to Recommend

9 /10

What differentiates Intercom from other similar products?

Intercom is effective for multichannel messaging and data tracking.

What is your favorite aspect of this product?

I like Intercom for reports they provide an overview of live chat and customer support performance, useful to get an idea of the effectiveness of customer support agents, they are also beneficial because they update quickly.

What do you dislike most about this product?

Intercom Makes Work Easy the Task Bot is designed to automate simple tasks such as suggesting Help Center articles and asking visitors to rate conversations in a way that primarily acts as a targeted message automation; its capabilities are simple and effective.

What recommendations would you give to someone considering this product?

I Recommend Intercom enables the Messenger inbox where agents receive notifications and chat with visitors, as agent facilitates him sending canned messages, articles, images, emojis, links, and GIFs during conversations.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Intercom

What is Intercom?

Company Details

Need Assistance?

Awards & Recognition

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

2 Since last award

98 Plan to Renew

88 Satisfaction of Cost Relative to Value

3 Since last award

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.

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.

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.

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

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.

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

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.

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.

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 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.

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 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.

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.

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

Alaia S.

Very easy to implement

Likeliness to Recommend

Pros

Fabio L.

Client automation

Likeliness to Recommend

Pros

Hady R.

Message performance

Likeliness to Recommend

Pros

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Feature Ratings

Integration With CRM

Voice or Text Input

Application Programming Interface

Scheduled Availability

Personalized Service

Leads Generation

Learning and Adaptability

Knowledgebase

Workflow Processing

Multi-channel

Translation

Vendor Capability Ratings

Ease of Implementation

Business Value Created

Usability and Intuitiveness

Ease of Customization

Ease of IT Administration

Breadth of Features

Product Strategy and Rate of Improvement

Ease of Data Integration

Quality of Features

Availability and Quality of Training

Vendor Support