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
86 Satisfaction of Cost Relative to Value
1
Since last award
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?
Pros
- Helps Innovate
- Trustworthy
- Continually Improving Product
- Enables Productivity
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
Leads Generation
Voice or Text Input
Knowledgebase
Multi-channel
Personalized Service
Scheduled Availability
Application Programming Interface
Translation
Natural Language Processing
Learning and Adaptability
Vendor Capability Ratings
Ease of Implementation
Availability and Quality of Training
Usability and Intuitiveness
Ease of IT Administration
Product Strategy and Rate of Improvement
Breadth of Features
Business Value Created
Ease of Customization
Quality of Features
Ease of Data Integration
Vendor Support
Intercom Reviews
Dishant G.
- Role: Student Academic
- Industry: Education
- Involvement: End User of Application
Submitted Oct 2024
fantastic product
Likeliness to Recommend
What differentiates Intercom from other similar products?
Intercom uniquely combines messaging, automation, and personalized customer engagement in one platform, seamlessly integrating support, marketing, and sales.
What is your favorite aspect of this product?
My favorite aspect of Intercom is its powerful combination of real-time messaging and AI-driven automation, enabling personalized and scalable customer interactions.
What do you dislike most about this product?
What I dislike most about Intercom is its relatively high pricing, which can be limiting for smaller businesses or startups.
What recommendations would you give to someone considering this product?
I recommend ensuring your team will fully utilize Intercom's robust features like automation and analytics to justify its cost and maximize customer engagement.
Pros
- Continually Improving Product
- Reliable
- Trustworthy
- Unique Features
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
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
