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

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Customer Success

Score 8.8

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Intercom Reviews

Iaroslav C.

Role: Sales Marketing
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Mar 2022

All-in-one from marketing to customer success

Likeliness to Recommend

10 /10

What differentiates Intercom from other similar products?

Intercom contains too many features for successful communication with users & customers, for any involvement level: from custom bots and articles library to onboarding product tours. It's a really must have for both your marketing and sales / success teams

What is your favorite aspect of this product?

Custom bots. Regarding to trend "live conversation becomes annoying, let me clear out everything myself", ability to create autochats with too many features (like embedding widgets, YouTube videos, etc) made a lot of impact to retention rate of users on the platform. It's enough easy to learn how to make it (but certainly you need some time to practice), then it works like a swiss watch

What do you dislike most about this product?

Checklist feature missed, onboarding tours are not such great as special products (like Appcues) provide

What recommendations would you give to someone considering this product?

Intercom subscription plans are like constructor set. You can add or remove any kind of features you need or don't need anymore, increase or decrease the quantity of seats provided to your teammates. Everything costs its price, so think carefully and then seize the day in implementing your marketing and CSM activities

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Valentina G.

Role: Finance
Industry: Other
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Mar 2022

We can serve our customers more efficiently

Likeliness to Recommend

10 /10

What differentiates Intercom from other similar products?

In a single software you have the tools and functions to carry out a marketing strategy, manage your projects, serve the customer and be able to increase sales. I love the fact that customers feel better attended thanks to the live chat function, proactive chat and chat bot, which allow us to streamline customer demands.

What is your favorite aspect of this product?

Its multi-channel system is a feature of this software that has helped us a lot: mail, social networks, chats. As well as marketing campaigns automatically, it has increased the number of new customers. Roi's tracking has helped us to see the profits that each project is generating for us.

What do you dislike most about this product?

Due to its many features and tool, its interface can be overwhelming and its learning curve high for the same reason. When we had a problem with the installation and synchronization of the Api, we could not get an answer from technical support, so we had to go to online tutorials and forums to solve the problem.

What recommendations would you give to someone considering this product?

A great tool that allows us to solve and take care of our customers quickly and efficiently. We can say that our customers feel much better taken care of and that's why they keep coming back. And although it may be a bit expensive compared to its competitors, this software helped us to centralize all the information and provide a better service, unlike other software.

Pros

Helps Innovate
Reliable
Performance Enhancing
Trustworthy

Michael G.

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

Validated Review

Verified Reviewer

Submitted Feb 2022

Great product, worth the price.

Likeliness to Recommend

9 /10

What differentiates Intercom from other similar products?

Combination of chatbot and live chat features for inbound messages with advanced segmentation for outbound messages to users.

What is your favorite aspect of this product?

The segmentation abilities for outbound messaging.

What do you dislike most about this product?

UX on creating messages and emails is a little unintuitive.

What recommendations would you give to someone considering this product?

Really consider whether your business is at the right stage for needing a tool like Intercom and its advanced feature set (and therefore pricing).

Pros

Reliable
Performance Enhancing
Enables Productivity
Efficient Service

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

Iaroslav C.

All-in-one from marketing to customer success

Likeliness to Recommend

Pros

Valentina G.

We can serve our customers more efficiently

Likeliness to Recommend

Pros

Michael G.

Great product, worth the price.

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