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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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90 Likeliness to Recommend
2
Since last award
98 Plan to Renew
88 Satisfaction of Cost Relative to Value
3
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
Emotional Footprint
How to Read
Positive
Neutral
Negative
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
Feature Ratings
Voice or Text Input
Scheduled Availability
Integration With CRM
Application Programming Interface
Personalized Service
Leads Generation
Knowledgebase
Learning and Adaptability
Workflow Processing
Multi-channel
Translation
Vendor Capability Ratings
Quality of Features
Product Strategy and Rate of Improvement
Usability and Intuitiveness
Ease of IT Administration
Breadth of Features
Ease of Data Integration
Availability and Quality of Training
Ease of Implementation
Vendor Support
Ease of Customization
Business Value Created
Also Featured in...
Intercom Reviews
Sathiyan R.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Development, Integration, and Administration
Submitted Apr 2024
Intercom is faster in customer resolutions
Likeliness to Recommend
What differentiates Intercom from other similar products?
It has the FIN AI, which generates answers from the most relevant content sources like the knowledgebase and support articles and the website which it simplifies and resolves questions faster which saves us on the amount of time a support operator would take to resolve a question, a feature which other tools do not have and this sets intercoms to be more professional compared to other tools
What is your favorite aspect of this product?
I like the easy integration of the tool with Social media tools like Facebook, Instagram and Twitter to provide omnichannel communications, Intercom can easily be automated to collect customer feedback when the chat is closed and these feedback help us to improve customer support
What do you dislike most about this product?
Intercom is expensive to use for smaller businesses and the tool can affect the ROI, also setting up the knowledgebase of the tool is time consuming and requires a lot of step which takes more time of deploying the tool
What recommendations would you give to someone considering this product?
Yes, I would recommend the tool because it is fast and comes with better services compared to other providers
Pros
- Helps Innovate
- Performance Enhancing
- Inspires Innovation
- Acts with Integrity
Raghu M.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Apr 2024
Intercom is super fast and easy to implement
Likeliness to Recommend
What differentiates Intercom from other similar products?
Intercom have Messenger screensharing module which allows clients to share their screens with support operator for an easier resolution and helping the support agent to easily understand and identify the root cause of customer's issue
What is your favorite aspect of this product?
It is easy to build automations with no code visual editor of Intercom and at an affordable rates. Also the tool provides insights from each support operator and AI for training purposes and which helps us improve productivity
What recommendations would you give to someone considering this product?
Yes, I would recommend Intercom because it is easy to use and support a larger number of modules like marketing and customer support service
Pros
- Reliable
- Saves Time
- Generous Negotitation
- Helps Innovate
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
