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
Wayfinding
Learning and Adaptability
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
Carlos E.
- Role: Sales Marketing
- Industry: Technology
- Involvement: End User of Application
Submitted Oct 2024
Facilitates customer service.
Likeliness to Recommend
What differentiates Intercom from other similar products?
The sales and support staff work more efficiently by automating tasks and centralizing all correspondence into a single inbox. Making judgments based on data is aided by its provision of comprehensive metrics on user interactions.
What is your favorite aspect of this product?
Live chat allows you to have direct conversations with customers on websites or apps, just like Intercom does. You can answer common queries, suggest products, or direct customers to real agents. To increase user engagement and retention, you can use it to send automated emails or in-app messages.
What do you dislike most about this product?
Its interface is user-friendly, but sophisticated configuration and customization can be time-consuming.
What recommendations would you give to someone considering this product?
Intercom is a platform activity monitorer that I suggest using to assist customize interactions.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Please tell us why you think this review should be flagged.
Jamie G.
- Role: Sales Marketing
- Industry: Technology
- Involvement: End User of Application
Submitted Sep 2024
Excellent functionality, lengthy implementation
Likeliness to Recommend
What differentiates Intercom from other similar products?
The breadth of features. Being able to speak to end-users in the product can be a sales/marketing gamechanger.
What is your favorite aspect of this product?
Having everything in one place, including our help centre, is extremely useful
What do you dislike most about this product?
The UI could be clearer and the notification need some work, but this may be us needing to play around more with settings etc
What recommendations would you give to someone considering this product?
Make sure that if you're not paying to implement with Intercom that you set aside resource and time to do this properly, as its not a small implementation, particularly if you're integrating with your CRM etc.
Pros
- Acts with Integrity
- Trustworthy
- Fair
- Transparent
Cons
- Commodity Features
- Less Efficient Service
- Charges for Enhancements
Please tell us why you think this review should be flagged.
Kanhai k.
- Role: Information Technology
- Industry: Technology
- Involvement: Business Leader or Manager
Submitted Sep 2024
Likeliness to Recommend
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Please tell us why you think this review should be flagged.
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