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

Also Featured in...

Customer Success

Score 8.8

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Intercom Reviews

Yeo S.

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

Validated Review

Verified Reviewer

Submitted Aug 2021

For customer assistance.

Likeliness to Recommend

9 /10

What differentiates Intercom from other similar products?

Intercom is outstanding as it allows a good notification system, it also has the ability to support live graphics, which allows real-time support to customers, but not before mentioning the escalation procedure and how simple it is to add tags making the search simple and practical

What is your favorite aspect of this product?

I like Intercom is useful to provide quick and easy assistance using the mobile application, to obtain information, deal with potential customers, it facilitates the inbox function which is prepared to collaborate and be aware of incoming conversations from chat and email, keep fast response time

What do you dislike most about this product?

Intercom in terms of customer service is disappointing.

What recommendations would you give to someone considering this product?

I recommend Intercom to integrate directly to the website and send information directly to the intercom beneficial for that data to filter use and manage clients.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Monika C.

Role: Sales Marketing
Industry: Technology
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Jul 2021

Great intuitive tool but a bit pricey :)

Likeliness to Recommend

8 /10

What differentiates Intercom from other similar products?

I really loved the design and the intuitive UX in general. It was a pleasure to use this tool.

What is your favorite aspect of this product?

Intercom is a great product to manage leads, create mailing campaigns and communicate with users.

What do you dislike most about this product?

What I dislike the most is the price of the tool.

What recommendations would you give to someone considering this product?

If you are looking for a great tool to manage your leads you should check Intercom.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Alexandre M.

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

Validated Review

Verified Reviewer

Submitted Jun 2021

For conversational relationships.

Likeliness to Recommend

9 /10

What differentiates Intercom from other similar products?

I like Intercom for its exclusivity, it offers rewarding experiences in terms of customer conversations through chat, bots and personalized messaging.

What is your favorite aspect of this product?

I like Intercom is a software that is simple to install, ideal to drive automation and artificial intelligence and improve the website visitor experience, also to integrate with CRM and keep communications in a single view, useful to help guide customer support questions.

What do you dislike most about this product?

I think Intercom offers very expensive subscription plans.

What recommendations would you give to someone considering this product?

I recommend Intercom to build better customer relationships through personalized messaging-based experiences throughout the customer journey.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

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

Yeo S.

For customer assistance.

Likeliness to Recommend

Pros

Monika C.

Great intuitive tool but a bit pricey :)

Likeliness to Recommend

Pros

Alexandre M.

For conversational relationships.

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