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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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91 Likeliness to Recommend
1
Since last award
98 Plan to Renew
89 Satisfaction of Cost Relative to Value
1
Since last award
Emotional Footprint Overview
+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
- Includes Product Enhancements
- 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
Voice or Text Input
Scheduled Availability
Learning and Adaptability
Personalized Service
Knowledgebase
Application Programming Interface
Leads Generation
Workflow Processing
Multi-channel
Wayfinding
Vendor Capability Ratings
Ease of Implementation
Business Value Created
Usability and Intuitiveness
Ease of Customization
Breadth of Features
Ease of IT Administration
Product Strategy and Rate of Improvement
Availability and Quality of Training
Ease of Data Integration
Quality of Features
Vendor Support
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Intercom Reviews
Vijayraj d.
- Role: Information Technology
- Industry: Engineering
- Involvement: End User of Application
Submitted May 2021
It really help improving customer satisfaction
Likeliness to Recommend
What differentiates Intercom from other similar products?
Very good natural language processing and artificial intelligence engine. This lags with other software
What is your favorite aspect of this product?
Usability would be more easy for my end users
What do you dislike most about this product?
Nothing much. It really helps to boost your business by engaging better with customer in support
What recommendations would you give to someone considering this product?
If you really wish to reduce the amount of cost spend for man power in handling customer chat. For sure you should consider buying this!
Pros
- Enables Productivity
- Unique Features
- Performance Enhancing
- Trustworthy
Andrew S.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted May 2021
To work with consumers through chat.
Likeliness to Recommend
What differentiates Intercom from other similar products?
Intercom is prominent for obtaining information, offering promotions, converting leads, providing support, hosting a help center, and creating unique customer journeys directly from the platform.
What is your favorite aspect of this product?
I like Intercom it is easy to use and configure, it allows to automate a lot of customer support and simplify deliveries, it facilitates the useful inbox function to provide quick and easy assistance.
What do you dislike most about this product?
In Intercom the chat function is excellent in the intercom, but it is difficult to navigate and find things when trying to use other functions.
What recommendations would you give to someone considering this product?
I recommend Intercom because it offers one of the best experiences for using top-notch live chat on mobile and desktop browsers.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Daniel M.
- Role: Information Technology
- Industry: Technology
- Involvement: Initial Implementation
Submitted Apr 2021
Really interesting product that works very well!
Likeliness to Recommend
What differentiates Intercom from other similar products?
It's simplicity is amazing - just install the code snippet on your website, then you are up and running with your account and can communicate with customers and visitors in no time. The ability to segment customers and tag them with relevant fields was really helpful.
What is your favorite aspect of this product?
Being able to communicate anywhere at any time with their software - their iOS app works very well and allows me to carry on working when out of the office.
What do you dislike most about this product?
The pricing is a little steep when you get more involved. I also found it a little annoying when people would communicate from a different tab, starting a new chat.
What recommendations would you give to someone considering this product?
Think about how many customers you have and factor this into the pricing as if you have thousands, then it will likely cost a bit!
Pros
- Caring
- Client's Interest First
- Reliable
- Performance Enhancing
