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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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Real user data aggregated to summarize the product performance and customer experience.
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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
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?
Pros
- Helps Innovate
- Continually Improving Product
- Enables Productivity
- Trustworthy
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
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
Also Featured in...
Intercom Reviews
Achyut P.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted Jan 2024
"Simple and effective!"
Likeliness to Recommend
What differentiates Intercom from other similar products?
Conversational Engagement: Intercom's Natural Approach to Customer Communication Unified Hub: Managing Messaging, Chat, and Support in One Platform Customer Intelligence: Understanding and Personalizing Interactions
What is your favorite aspect of this product?
Integration Flexibility: Seamlessly Connecting with Third-Party Tools Scalability for All: From Startups to Enterprises, Intercom Grows with You Intuitive UI: User-Friendly Interface for Enhanced Interactions
What do you dislike most about this product?
Lack of back office tickets tool
What recommendations would you give to someone considering this product?
The ability send macros and allowing Resbot to attempt to answer our customer supports most common questions is great as this allows us to spend more time with customers who need that extra help.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Please tell us why you think this review should be flagged.
Michelle H.
- Role: Sales Marketing
- Industry: Technology
- Involvement: End User of Application
Submitted Nov 2023
Platform that facilitates effective interaction
Likeliness to Recommend
What differentiates Intercom from other similar products?
The platform's versatility in terms of what we can make is remarkable, and it provides several useful tools for users to connect with one another and find new customers. This system has a built-in group chat feature that can significantly improve communication with an organization and reduce response times to client inquiries.
What is your favorite aspect of this product?
Intercom has a streamlined interface that makes communicating with customers a breeze via email or text, and it helps us turn leads into customers at a high rate. Live chat and support, onboarding, and problem solving via communication are all areas where our one-of-a-kind technology has benefited us. Thanks to Intercom, we can simply have conversations with site visitors and forward their questions directly to the people who can help them.
What do you dislike most about this product?
Although Intercom is a powerful tool, its performance suffers significantly when processing large amounts of data.
What recommendations would you give to someone considering this product?
Intercom's live chat, bots, and tailored messages to customers can help your business expand. This platform is one of the most useful assets for teams in terms of user support, communication, offline services, and development readiness. Intercom also features an intuitive and professional-looking user interface, as well as options for creating campaigns, sending bulk emails to consumers, and segmenting them all from a single location. Provides a complete growth platform for marketing, sales, and support.
Pros
- Helps Innovate
- Reliable
- Enables Productivity
- Trustworthy
Please tell us why you think this review should be flagged.
Samson O.
- Role: Finance
- Industry: Finance
- Involvement: End User of Application
Submitted Apr 2025
Intercom: A one-stop shop for managing CX
Likeliness to Recommend
What differentiates Intercom from other similar products?
Intercom stands out from other platforms in the following areas: 1. Bots and Automation Their bot and automation workflows are among the most flexible I've ever used, allowing my team to automate common questions, route conversations, and qualify leads effectively. 2. Intercom's unified inboxes
What is your favorite aspect of this product?
AI integration which help to correct common mistakes when conversing with users. It also can rephrase or expand your response for better user understanding
What do you dislike most about this product?
It can be a bit difficult to navigate product enhancement/new features sometimes
What recommendations would you give to someone considering this product?
I'd 100% recommend intercom for individuals considering the product. However, I'd advise them to only pay for the features they need.
Pros
- Helps Innovate
- Continually Improving Product
- Effective Service
- Includes Product Enhancements
Please tell us why you think this review should be flagged.
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