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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
Daniel S.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted Apr 2021
An essential communication platform in SaaS!
Likeliness to Recommend
What differentiates Intercom from other similar products?
Intercom is the market leader for a reason - it works fantastically well and it is very easy to implement.
What is your favorite aspect of this product?
Just the ability to communicate with website visitors / customers from anywhere.
What do you dislike most about this product?
The costs are a little confusing and you have to speak to sales a lot of the time.
What recommendations would you give to someone considering this product?
Think about how you can communicate with your visitors and / or customers and think if it is worth adding. Most of the time the answer is yes (or it should be) so it is a highly recommended platform.
Pros
- Generous Negotitation
- Transparent
- Security Protects
- Helps Innovate
Matheus Á.
- Role: Information Technology
- Industry: Healthcare
- Involvement: Business Leader or Manager
Submitted Apr 2021
Amazing features, improbable UI. Highly recommend.
Likeliness to Recommend
What differentiates Intercom from other similar products?
Esse to use and complete solution are probably the two characteristics that I see as being diferential in Intercom. The product provides good UX and ways to meet every product messaging/communication need with our users. We intend to actually use intercom as the central guidelines for our whole push and messaging central due this. I see there a good way to prosper on this attention management. It's integration to CRM (Salesforce in our case) is great but also segment plays a major role for us to proper operate our business and messaging strategy
What is your favorite aspect of this product?
The series feature is beyond nice, it is amazing. It allows us to leverage a lot of our messaging strategy.
What do you dislike most about this product?
The csv import method is not very user friendly
What recommendations would you give to someone considering this product?
Go for it. Align your segment or event tracker product with it, connect your CRM and go for it.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Wesley A.
- Role: Operations
- Industry: Technology
- Involvement: IT Development, Integration, and Administration
Submitted Apr 2021
A fantastic tool for any SaaS / online business!
Likeliness to Recommend
What differentiates Intercom from other similar products?
It works very simply compared to others.
What is your favorite aspect of this product?
Being able to get up and running very quickly.
What do you dislike most about this product?
Pricing is a bit complicated and over the top for some of the features and makes it hard for smaller businesses to justify purchasing.
What recommendations would you give to someone considering this product?
Definitely look at using the full capabilities of the platform - don't just use the chat feature and leave it, as you can do so much more with the customisations and integrations that can help automate your work.
Pros
- Reliable
- Saves Time
- Performance Enhancing
- Enables Productivity
Cons
- Less Efficient Service
