SoftwareReviews

This content is currently locked.

Your current Info-Tech Research Group subscription does not include access to this content. Contact your account representative to gain access to Premium SoftwareReviews.

Contact Your Representative

Or Call Us:
1-888-670-8889 (US/CAN) or
+1-519-432-3550 (International)

Intercom

9.1 /10

92 Reviews Write a Review

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

Need Assistance?

We're here to help you with understanding our reports and the data inside to help you make decisions.

Get Assistance

Awards & Recognition

Intercom won the following awards in the Chatbots category

Filter By

2024 Emotional Footprint Champion

Latest Award, 2024

Strategy and Innovation
Product Impact

Latest Award, 2024

2023 Data Quadrant Gold Medalist

2023

8 Top Rated Capabilities

10 Top Rated Features

2023

2023 Emotional Footprint Champion

2023

Strategy and Innovation
Product Impact
Conflict Resolution

2023

2022 Data Quadrant Gold Medalist

2022

10 Top Rated Capabilities

6 Top Rated Features

2022

2022 Emotional Footprint Champion

2022

Strategy and Innovation
Service Experience
Product Impact
Contract Negotiation
Conflict Resolution

2022

2021 Data Quadrant Gold Medalist

2021

Intercom Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Intercom.

90 Likeliness to Recommend

2
Since last award

98 Plan to Renew

88 Satisfaction of Cost Relative to Value

3
Since last award

{y}

{name}

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?

1% Negative

1% Neutral

98% Positive

Pros

Helps Innovate
Continually Improving Product
Includes Product Enhancements
Enables Productivity

Feature Ratings

Average 88

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

Average 86

Ease of Implementation

Business Value Created

Usability and Intuitiveness

Ease of IT Administration

Breadth of Features

Ease of Customization

Product Strategy and Rate of Improvement

Ease of Data Integration

Quality of Features

Availability and Quality of Training

Vendor Support

Also Featured in...

Customer Success

Translation missing: en.product_page.ratings.score 8.6

View Intercom in this category (opens in a new tab)

Intercom Reviews

Arinda J.

Role: Information Technology
Industry: Recreation
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Mar 2024

Intercom is easy to use and pricey

Likeliness to Recommend

9 /10

What differentiates Intercom from other similar products?

Intercom has AI resolutions that you can train to resolve questions on time and respond to customer's question on time. Also they have even the email marketing feature which other tools do not have.

What is your favorite aspect of this product?

I like the chatbot settings and configurations, the whole process is straightforward. As well the chat history leaves a trace on communication threads another operator had with a client which makes it easy for me to continue the chat with the client without getting lost especially when they forward the case to me

What do you dislike most about this product?

This tool is too expensive for smaller businesses to use and they do highly charge for WhatsApp integration which makes the tool more expensive than any other live chat tool

What recommendations would you give to someone considering this product?

Yes, I would recommend the tool because it is easy to use and a faster tool.

Pros

Reliable
Performance Enhancing
Trustworthy
Effective Service

Niharika M.

Role: Information Technology
Industry: Engineering
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Mar 2024

easy to use for businesses and reliable

Likeliness to Recommend

10 /10

What differentiates Intercom from other similar products?

Easy-to-resolve business strategy and the AI-integrated chatbot system

What is your favorite aspect of this product?

the integrated chatbot system that will resolve user queries.

What do you dislike most about this product?

there is nothing to dislike; everything is fantastic

What recommendations would you give to someone considering this product?

i'll suggest to all my colleagues that they try it once.

Pros

Helps Innovate
Continually Improving Product
Performance Enhancing
Enables Productivity

Avinash G.

Role: Information Technology
Industry: Engineering
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Mar 2024

It's easy to use for development purpose

Likeliness to Recommend

10 /10

What differentiates Intercom from other similar products?

Easy to use and delightful user experience as compared to other

What is your favorite aspect of this product?

The response of this product and handling processing Power

What do you dislike most about this product?

Nothing to dislike but little pricing factor but it's okay for me

What recommendations would you give to someone considering this product?

I'll recommends every colleuge to use this once

Pros

Helps Innovate
Continually Improving Product
Reliable
Enables Productivity

Latest Research

Intercom

What is Intercom?

Company Details

Need Assistance?

Awards & Recognition

2024 Emotional Footprint Champion

2023 Data Quadrant Gold Medalist

2023 Emotional Footprint Champion

2022 Data Quadrant Gold Medalist

2022 Emotional Footprint Champion

2021 Data Quadrant Gold Medalist

Intercom Ratings

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

How much do users love Intercom?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Voice or Text Input Chatbot interaction through audible (voice) or text (keyboard) input.

Scheduled Availability The ability to schedule when the chatbot will be available, if its role is to augment a service desk on an after hours basis.

Integration With CRM The chatbot’s integration with the organization’s CRM would allow for customer information to be queried, once the customer’s identity has been verified.

Application Programming Interface For more customized needs, the chatbot may have an API which would allow an in-house developer to access features of the chatbox.

Personalized Service In conjunction with CRM integration, or through the use of browser cookies, the chatbot can be configured to deliver a more personalized service to the client.

Leads Generation The chatbot can take its interaction as input as a possible new sales lead, for follow-up by an organization’s business development office.

Knowledgebase Allows users to create knowledgebase articles, metadata tags, creation data and author's name

Learning and Adaptability The chatbot should have the ability to learn the characteristics of the human with whom it is interacting. This can include speech nuances.

Workflow Processing By leveraging the chatbot’s AI capabilities, the intelligent routing of data across an organization, based on pre-defined parameters of a workflow.

Multi-channel Supports live chat, mobile app, powerbot and messenger

Translation Supports automatic translate to multiple languages.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Also Featured in...

Customer Success

Intercom Reviews

Arinda J.

Intercom is easy to use and pricey

Likeliness to Recommend

Pros

Niharika M.

easy to use for businesses and reliable

Likeliness to Recommend

Pros

Avinash G.

It's easy to use for development purpose

Likeliness to Recommend

Pros

Most Popular Intercom Comparisons

LiveChat ChatBot

Drift Conversation Cloud

Tidio

Dialogflow

ManyChat

Laiye Chatbot

Title

2
Since last award

3
Since last award

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

Ease of Implementation

Business Value Created

Usability and Intuitiveness

Ease of IT Administration

Breadth of Features

Ease of Customization

Product Strategy and Rate of Improvement

Ease of Data Integration

Quality of Features

Availability and Quality of Training

Vendor Support