Intercom Logo Award Winner Product Badge
Intercom Logo Award Winner Product Badge
Intercom

Intercom

Composite Score
9.1 /10
CX Score
9.3 /10
Category
Intercom
9.1 /10

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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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

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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

88

Voice or Text Input

87

Leads Generation

86

Application Programming Interface

86

Knowledgebase

85

Personalized Service

85

Learning and Adaptability

85

Multi-channel

85

Scheduled Availability

85

Wayfinding

85

Workflow Processing

84

Vendor Capability Ratings

Average 84

Ease of Implementation

86

Breadth of Features

85

Availability and Quality of Training

85

Product Strategy and Rate of Improvement

85

Ease of IT Administration

85

Usability and Intuitiveness

85

Business Value Created

85

Ease of Customization

84

Quality of Features

83

Ease of Data Integration

83

Vendor Support

80

Intercom Reviews

Kaylany B.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted May 2021

Simplification of communications with the client.

Likeliness to Recommend

9 /10

What differentiates Intercom from other similar products?

Intercom is beneficial for audience segmentation, real-time performance monitoring, message tagging and team assignment very useful for customer user profiles and custom response templates.

What is your favorite aspect of this product?

I like Intercom allows for excellent website integration, contact management is efficient, and the ability to actually follow the customer through the onboarding process to find out what steps they take on their website is great too. chat is also competent.

What do you dislike most about this product?

With Intercom there are times where it is difficult to control all the notifications.

What recommendations would you give to someone considering this product?

I recommend Intercom is easy to combine all communication channels in one place, the interface is easy for beginners, it provides excellent functions to filter and segment users.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

Andrew S.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted May 2021

To work with consumers through chat.

Likeliness to Recommend

9 /10

What differentiates Intercom from other similar products?

Intercom is prominent for obtaining information, offering promotions, converting leads, providing support, hosting a help center, and creating unique customer journeys directly from the platform.

What is your favorite aspect of this product?

I like Intercom it is easy to use and configure, it allows to automate a lot of customer support and simplify deliveries, it facilitates the useful inbox function to provide quick and easy assistance.

What do you dislike most about this product?

In Intercom the chat function is excellent in the intercom, but it is difficult to navigate and find things when trying to use other functions.

What recommendations would you give to someone considering this product?

I recommend Intercom because it offers one of the best experiences for using top-notch live chat on mobile and desktop browsers.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

Vijayraj d.

  • Role: Information Technology
  • Industry: Engineering
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted May 2021

It really help improving customer satisfaction

Likeliness to Recommend

9 /10

What differentiates Intercom from other similar products?

Very good natural language processing and artificial intelligence engine. This lags with other software

What is your favorite aspect of this product?

Usability would be more easy for my end users

What do you dislike most about this product?

Nothing much. It really helps to boost your business by engaging better with customer in support

What recommendations would you give to someone considering this product?

If you really wish to reduce the amount of cost spend for man power in handling customer chat. For sure you should consider buying this!

Pros

  • Enables Productivity
  • Unique Features
  • Performance Enhancing
  • Trustworthy

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