Intercom Customer Reviews 2024

Intercom

Composite Score

9.1 /10

CX Score

9.3 /10

110 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.

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

View Intercom in this category (opens in a new tab)

Intercom Reviews

Amir H.

Role: Human Resources
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Apr 2024

Intercom is super charged with chatbots

Likeliness to Recommend

10 /10

What differentiates Intercom from other similar products?

Within Intercom, you can set multiple chatbots to solve different questions compared to other tools where you can only use conditional logic setting with keywords. The newly added WhatsApp integration at no extra cost makes the tool more different from other tool

What is your favorite aspect of this product?

I like the easy steps of setting the chatbots in Intercom which does not require any technical knowledge that even a novice can use the templates available to set chatbots and provide customer support through AI and chatbots

What do you dislike most about this product?

I have not seen any issue with Intercom as far as functionality is concerned, unfortunately the tool is too expensive for smaller businesses to use this solution to offer customer support

What recommendations would you give to someone considering this product?

Yes, I would recommend the tool because it is purely powered by AI and this makes resolution more easier

Pros

Helps Innovate
Reliable
Performance Enhancing
Caring

Soumaya M.

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

Validated Review

Verified Reviewer

Submitted Apr 2024

It is easy to setup chatbots within Intercom

Likeliness to Recommend

9 /10

What differentiates Intercom from other similar products?

The newly introduced free WhatsApp integration makes intercom a professional customer support tool which supports omnichannel communication

What is your favorite aspect of this product?

I like the easy integration of the tool with social media profiles like Facebook, X(formally Twitter),Instagram and messenger which help us receive all omnichannel message from one place. The pricing of intercom for the first year is so cheap and considerate for smaller enterprises

What do you dislike most about this product?

It takes a lot of time to understand the tool and configure all the tool setting because it has gotten a lot of modules and as times goes, the tool becomes more expensive for smaller businesses to use the solution

What recommendations would you give to someone considering this product?

I would recommend Intercom because it is easy to use and comes with a fair discounted pricing for growing startups to up to 98% discount

Pros

Reliable
Performance Enhancing
Saves Time
Respectful

Jackline C.

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

Validated Review

Verified Reviewer

Submitted Apr 2024

Intercom is a super fast tool

Likeliness to Recommend

10 /10

What differentiates Intercom from other similar products?

It has the AI tool enabled called "FIN" which resolves customers questions super easy than any other tool and makes intercom a very unique product on the market with the advanced knowledgebase system

What is your favorite aspect of this product?

I like the chatbot settings and configurations for Intercom, does not require any technical knowledge where even beginners to the tool can configure the chatbot

What do you dislike most about this product?

The tool is expensive to use but does not have any functionality issue that I have so far observed and another dislike would be the lack of a mobile application

What recommendations would you give to someone considering this product?

I would recommend intercom because it is a professional live chat tool that is more scalable and super easy to use

Pros

Reliable
Performance Enhancing
Respectful
Generous Negotitation

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

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

Amir H.

Intercom is super charged with chatbots

Likeliness to Recommend

Pros

Soumaya M.

It is easy to setup chatbots within Intercom

Likeliness to Recommend

Pros

Jackline C.

Intercom is a super fast tool

Likeliness to Recommend

Pros

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1
Since last award

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