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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
Amir H.
- Role: Human Resources
- Industry: Technology
- Involvement: End User of Application
Submitted Apr 2024
Intercom is super charged with chatbots
Likeliness to Recommend
What differentiates Intercom from other similar products?
Within Intercom, you can set multiple chatbots to solve different questions compared to other tools where you can only use conditional logic setting with keywords. The newly added WhatsApp integration at no extra cost makes the tool more different from other tool
What is your favorite aspect of this product?
I like the easy steps of setting the chatbots in Intercom which does not require any technical knowledge that even a novice can use the templates available to set chatbots and provide customer support through AI and chatbots
What do you dislike most about this product?
I have not seen any issue with Intercom as far as functionality is concerned, unfortunately the tool is too expensive for smaller businesses to use this solution to offer customer support
What recommendations would you give to someone considering this product?
Yes, I would recommend the tool because it is purely powered by AI and this makes resolution more easier
Pros
- Helps Innovate
- Reliable
- Performance Enhancing
- Caring
Soumaya M.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Apr 2024
It is easy to setup chatbots within Intercom
Likeliness to Recommend
What differentiates Intercom from other similar products?
The newly introduced free WhatsApp integration makes intercom a professional customer support tool which supports omnichannel communication
What is your favorite aspect of this product?
I like the easy integration of the tool with social media profiles like Facebook, X(formally Twitter),Instagram and messenger which help us receive all omnichannel message from one place. The pricing of intercom for the first year is so cheap and considerate for smaller enterprises
What do you dislike most about this product?
It takes a lot of time to understand the tool and configure all the tool setting because it has gotten a lot of modules and as times goes, the tool becomes more expensive for smaller businesses to use the solution
What recommendations would you give to someone considering this product?
I would recommend Intercom because it is easy to use and comes with a fair discounted pricing for growing startups to up to 98% discount
Pros
- Reliable
- Performance Enhancing
- Saves Time
- Respectful
Jackline C.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Apr 2024
Intercom is a super fast tool
Likeliness to Recommend
What differentiates Intercom from other similar products?
It has the AI tool enabled called "FIN" which resolves customers questions super easy than any other tool and makes intercom a very unique product on the market with the advanced knowledgebase system
What is your favorite aspect of this product?
I like the chatbot settings and configurations for Intercom, does not require any technical knowledge where even beginners to the tool can configure the chatbot
What do you dislike most about this product?
The tool is expensive to use but does not have any functionality issue that I have so far observed and another dislike would be the lack of a mobile application
What recommendations would you give to someone considering this product?
I would recommend intercom because it is a professional live chat tool that is more scalable and super easy to use
Pros
- Reliable
- Performance Enhancing
- Respectful
- Generous Negotitation
