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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
Learning and Adaptability
Personalized Service
Scheduled Availability
Knowledgebase
Application Programming Interface
Leads Generation
Workflow Processing
Multi-channel
Translation
Vendor Capability Ratings
Ease of Implementation
Business Value Created
Usability and Intuitiveness
Ease of Customization
Product Strategy and Rate of Improvement
Breadth of Features
Ease of IT Administration
Availability and Quality of Training
Quality of Features
Ease of Data Integration
Vendor Support
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Intercom Reviews
Nir L.
- Role: C-Level
- Industry: Technology
- Involvement: Business Leader or Manager
Submitted Nov 2022
Excellent communications platform
Likeliness to Recommend
What differentiates Intercom from other similar products?
Intercom is very simple to use, with many useful features and easy integration to your client and backend systems.
What is your favorite aspect of this product?
Mobile chat is super useful with push notifications and built-in bots
What do you dislike most about this product?
Pricing is based on active users and seats, which means that payment is increasing significantly as your company grows.
What recommendations would you give to someone considering this product?
Do proper long-term cost estimates based on your expected number of users and seats.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Emma B.
- Role: C-Level
- Industry: Healthcare
- Involvement: Business Leader or Manager
Submitted Nov 2022
Product is excellent for live chat assistance.
Likeliness to Recommend
What differentiates Intercom from other similar products?
It's entertaining to use; I enjoy reading what other people are penning; I can quickly and simply add notes and articles; I can create my own bots; although, these features are currently broken; I can create and share banners, posts, and chats; and so much more.
What is your favorite aspect of this product?
The setup and operation of Intercom need no technical knowledge or effort. It's a cheap, fast, and simple way to keep in touch with your clients and prospects.
What do you dislike most about this product?
No significant gripes here; Intercom is helping us save a lot of time and we couldn't be happier. We now use an integration to provide phone assistance, however it would be ideal if Intercom could handle this on its own.
What recommendations would you give to someone considering this product?
Intercom works wonderfully for instant messaging and in businesses that require prompt assistance. Great for brief SLAs when a rapid reaction is expected. Fantastic method of gaining access to the papers and frequently asked questions. To sum up, a comprehensive network of aid
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Keisha B.
- Role: C-Level
- Industry: Technology
- Involvement: Business Leader or Manager
Submitted Nov 2022
Maximizing Your Use of Intercom
Likeliness to Recommend
What differentiates Intercom from other similar products?
Compared to competing options, its real-time chat functionality is dependable and easy to use. The team's shared inbox is a nice added bonus.
What is your favorite aspect of this product?
Features like as in-app messaging, automated problem solving, in-depth guides, and embedded adverts/promotions are all great additions to your user interface. Appreciating the data characteristics of your internal clients makes this achievable.
What do you dislike most about this product?
After using it for almost a year, I haven't come across any big difficulties or things I dislike. Even if you have your browser's sound settings to their defaults, you may still experience issues with sound notifications. On the other hand, it may just be me.
What recommendations would you give to someone considering this product?
Intercom is great for addressing issues related to customer success if your product is easy to use and your support questions can be answered with a brief conversation. It's also helpful to have the ability to refer people to articles that are stored in Intercom.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
