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

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

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

Kaylany B.

Simplification of communications with the client.

Likeliness to Recommend

Pros

Andrew S.

To work with consumers through chat.

Likeliness to Recommend

Pros

Vijayraj d.

It really help improving customer satisfaction

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