Intercom Customer Reviews 2025 | SoftwareReviews

Intercom

Composite Score

9.1 /10

CX Score

9.3 /10

117 Reviews Write a Review

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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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Awards & Recognition

Intercom won the following awards in the Chatbots category

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2025 Emotional Footprint Champion

Latest Award, 2025

Strategy and Innovation
Product Impact
Contract Negotiation
Conflict Resolution

Latest Award, 2025

2024 Data Quadrant Gold Medalist

2024

8 Top Rated Capabilities

7 Top Rated Features

2024

2024 Emotional Footprint Champion

2024

Strategy and Innovation
Product Impact

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.

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

87 Satisfaction of Cost Relative to Value

1
Since last award

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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?

1% Negative

2% Neutral

97% Positive

Pros

Helps Innovate
Continually Improving Product
Trustworthy
Enables Productivity

Feature Ratings

Average 86

Integration With CRM

Voice or Text Input

Leads Generation

Application Programming Interface

Knowledgebase

Personalized Service

Learning and Adaptability

Multi-channel

Scheduled Availability

Wayfinding

Workflow Processing

Vendor Capability Ratings

Average 84

Ease of Implementation

Breadth of Features

Availability and Quality of Training

Product Strategy and Rate of Improvement

Ease of IT Administration

Usability and Intuitiveness

Business Value Created

Ease of Customization

Quality of Features

Ease of Data Integration

Vendor Support

Also Featured in...

Customer Success

Score 8.9

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

Intercom Reviews

Elaine C.

Role: Sales Marketing
Industry: Consulting
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Nov 2022

"A smart platform for connecting with customers"

Likeliness to Recommend

8 /10

What differentiates Intercom from other similar products?

It is different from other applications in that it possesses a multitude of capabilities that may monitor its users in an efficient and uncomplicated manner.

What is your favorite aspect of this product?

Features like as in-app messaging, automated problem solving, curated knowledge bases, and integrated adverts and promotions are all essential. Attributes in your own consumer data facilitate all of this.

What do you dislike most about this product?

Even if the new Intercom inbox is a bit cumbersome, it is constantly being refined. In addition to the new requests, I value the time and work put into this site. There are occassionally bugs with Live Chat, which can be frustrating.

What recommendations would you give to someone considering this product?

I would recommend this application since it makes it simple and comfortable for us to connect with our clients in real time and it also allows us to do so.

Pros

Reliable
Enables Productivity
Trustworthy
Unique Features

Aristo L.

Role: Operations
Industry: Other
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Nov 2022

This product is Amazing!

Likeliness to Recommend

9 /10

What differentiates Intercom from other similar products?

Intercom allows for personalized customizations which is quite impressive.

What is your favorite aspect of this product?

Simple and easy to use UI Very intuitive

What do you dislike most about this product?

The customer support can respond quicker to emails

What recommendations would you give to someone considering this product?

Intercom is an amazing converstaion tool. Besides, it has value for money and allows personalized branding.

Pros

Helps Innovate
Reliable
Performance Enhancing
Enables Productivity

Mathenge N.

Role: Finance
Industry: Finance
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Oct 2022

Easy to use, fantastic product!

Likeliness to Recommend

9 /10

What differentiates Intercom from other similar products?

It is easy to use and integrates well with CRM

What is your favorite aspect of this product?

It does not require skills to implement Easy to use Highly customizable

What do you dislike most about this product?

The support team often addresses issues, but sometimes they can take some time before replying.

What recommendations would you give to someone considering this product?

Intercom is a great tool that enhances conversations either between team members or clients. Besides, its highly adaptable to business needs.

Pros

Helps Innovate
Effective Service
Inspires Innovation
Fair

Intercom

What is Intercom?

Company Details

Need Assistance?

Awards & Recognition

2025 Emotional Footprint Champion

2024 Data Quadrant Gold Medalist

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

99 Plan to Renew

87 Satisfaction of Cost Relative to Value

1 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

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.

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

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.

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.

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

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.

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.

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

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.

Wayfinding Allows the chatbot to act as a site’s search engine, in addition to a text-based search field, and have access to a service desk’s service catalog.

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.

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.

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.

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.

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

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.

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.

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.

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.

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

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

Elaine C.

"A smart platform for connecting with customers"

Likeliness to Recommend

Pros

Aristo L.

This product is Amazing!

Likeliness to Recommend

Pros

Mathenge N.

Easy to use, fantastic product!

Likeliness to Recommend

Pros

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1
Since last award

Feature Ratings

Integration With CRM

Voice or Text Input

Leads Generation

Application Programming Interface

Knowledgebase

Personalized Service

Learning and Adaptability

Multi-channel

Scheduled Availability

Wayfinding

Workflow Processing

Vendor Capability Ratings

Ease of Implementation

Breadth of Features

Availability and Quality of Training

Product Strategy and Rate of Improvement

Ease of IT Administration

Usability and Intuitiveness

Business Value Created

Ease of Customization

Quality of Features

Ease of Data Integration

Vendor Support