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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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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
1
Since last award
88 Satisfaction of Cost Relative to Value
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
- 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
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
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Intercom Reviews
William G.
- Role: Sales Marketing
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted Jun 2022
The best way to communicate with my clients.
Likeliness to Recommend
What differentiates Intercom from other similar products?
Intercom is used by our company for everything from proactive support to feature announcements to marketing site bots and re-engagement. By utilizing a variety of channels, customizing the user experience, and doing A/B tests, we have been able to increase conversions and product engagement. I stay in touch with the clients and make an effort to resolve their difficulties. Additionally, we manage email flows that are sufficiently sophisticated to handle all of our instances.
What is your favorite aspect of this product?
Your productivity is sped up and made simpler by the large amount of information and links that are easily accessible. checking the inbox is one of my favorite activities. I absolutely enjoy being able to connect with coworkers within a ticket. We can work together on client concerns while also documenting our encounters thanks to this.
What do you dislike most about this product?
Only two of my criticisms about Intercom are unfavorable. It can be difficult to determine if a message has been read when adding more chat members, and talks might get convoluted.
What recommendations would you give to someone considering this product?
This is the interface to utilize if you want to communicate with your clients easily. It has developed into a complete ecosystem that connects across the whole lifetime of the user experience, enabling you to make product tours, add connections, and upload presentation videos. It will fundamentally alter how you onboard people, provide them with training, and influence their experience in the long run.
Pros
- Continually Improving Product
- Trustworthy
- Unique Features
- Efficient Service
Nellie V.
- Role: Sales Marketing
- Industry: Gaming and Hospitality
- Involvement: End User of Application
Submitted Jun 2022
"Excellent client service"
Likeliness to Recommend
What differentiates Intercom from other similar products?
this program is very easy to use but it is expensive, there are programs that cost a little less, that is the difference.
What is your favorite aspect of this product?
Emails from Intercom are now being sent in series rather than campaigns. Using the series feature was a bit of a learning curve at first, but it has opened up a whole new world of communication options for us with our consumers. To better serve all of our consumers, we're going to make good use of this new feature and expand our email campaigns.
What do you dislike most about this product?
If you want to find a certain email in an email sequence, it might be difficult. To locate a certain email, a search option would be helpful. We might enter in the email's name or a keyword. If you're searching for a certain sequence of emails, you may want to have additional choices for sorting.
What recommendations would you give to someone considering this product?
Don't be afraid to utilize Intercom, but before you do, check to make sure you have enough money.
Pros
- Enables Productivity
- Unique Features
- Efficient Service
- Effective Service
- Role: C-Level
- Industry: Technology
- Involvement: Business Leader or Manager
Submitted May 2022
Most feature-rich customer support olution
Likeliness to Recommend
Pros
- Enables Productivity
- Effective Service
- Helps Innovate
- Continually Improving Product
Cons
- Leverages Incumbent Status
- Vendor's Interest First
- Vendor Friendly Policies
