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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Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
90 Likeliness to Recommend
99 Plan to Renew
86 Satisfaction of Cost Relative to Value
1
Since last award
Emotional Footprint Overview
Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
+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
- Trustworthy
- Continually Improving Product
- 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
Leads Generation
Voice or Text Input
Knowledgebase
Multi-channel
Personalized Service
Scheduled Availability
Application Programming Interface
Translation
Natural Language Processing
Learning and Adaptability
Vendor Capability Ratings
Ease of Implementation
Usability and Intuitiveness
Availability and Quality of Training
Ease of IT Administration
Product Strategy and Rate of Improvement
Breadth of Features
Business Value Created
Ease of Customization
Quality of Features
Ease of Data Integration
Vendor Support
Intercom Reviews
Mumba K.
- Role: C-Level
- Industry: Banking
- Involvement: End User of Application
Submitted Sep 2025
It is affordable enough and stable
Likeliness to Recommend
What differentiates Intercom from other similar products?
Has Rich user profiles and behavioral tracking for customers and what pages they visit
What is your favorite aspect of this product?
I like how easily Intercom Integrates with CRMs, email tools, and product analytics for a complete customer support delivery
What do you dislike most about this product?
Intercom has Limited email marketing capabilities compared to dedicated tools
What recommendations would you give to someone considering this product?
Not recommended if you only need basic chat or ticketing
Pros
- Continually Improving Product
- Enables Productivity
- Unique Features
- Caring
Sai A.
- Role: Information Technology
- Industry: Finance
- Involvement: End User of Application
Submitted Sep 2025
Intercom Chatbot makes customer support faster
Likeliness to Recommend
What differentiates Intercom from other similar products?
Intercom's widget is modern and clean, it blends nicely with websites and apps.
What is your favorite aspect of this product?
The bot can collect emails which can be used for email marketing by sales team.
What do you dislike most about this product?
Mobile app needs improvement, works fine but isn't smooth like desktop.
What recommendations would you give to someone considering this product?
Run through chatbot flows yourself before live to make sure responses are not robotic.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Sunny Y.
- Role: Operations
- Industry: Gaming and Hospitality
- Involvement: End User of Application
Submitted Jul 2025
Powerful customer support tool
Likeliness to Recommend
What differentiates Intercom from other similar products?
Intercom stands out because of its clean interface, smart automation tools, and ability to combine live chat, email, and help articles in one place. It helps teams support customers faster and more personally.
What is your favorite aspect of this product?
The chatbot and automation features are my favorite. They save a lot of time by handling common questions and routing users to the right team automatically.
What do you dislike most about this product?
The pricing can get expensive as you grow, and some features are locked behind higher plans. Also, it can take time to set up everything correctly.
What recommendations would you give to someone considering this product?
Intercom is a great tool for improving customer communication. Just make sure to understand the pricing structure and plan your setup in advance to get the most value.
Pros
- Continually Improving Product
- Reliable
- Performance Enhancing
- Trustworthy
