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

khalim s.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted Jun 2024

One of the best live chat tool for success

Likeliness to Recommend

10 /10

What differentiates Intercom from other similar products?

Intercom has the AI feature which you can use to easily build your chatbot and configure the tool to provide customer success to customers, also the tool has more features like product tour and tooltips that other tools does not offer

What is your favorite aspect of this product?

I like the User Interface, the pricing of the software and the customer support provided from the team, also the new integration of the tool with WhatsApp makes it better to reach to clients through WhatsApp

What do you dislike most about this product?

I only see the issue with the pricing of the tool but everything works as expected, support is not 24/7 so when you get issues on Weekend, you will have to wait until their working time to have it resolved

What recommendations would you give to someone considering this product?

If you have the budget for Intercom, it can be a great tool for success

Pros

  • Helps Innovate
  • Reliable
  • Enables Productivity
  • Trustworthy

Sathiyan R.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted Apr 2024

Intercom is faster in customer resolutions

Likeliness to Recommend

10 /10

What differentiates Intercom from other similar products?

It has the FIN AI, which generates answers from the most relevant content sources like the knowledgebase and support articles and the website which it simplifies and resolves questions faster which saves us on the amount of time a support operator would take to resolve a question, a feature which other tools do not have and this sets intercoms to be more professional compared to other tools

What is your favorite aspect of this product?

I like the easy integration of the tool with Social media tools like Facebook, Instagram and Twitter to provide omnichannel communications, Intercom can easily be automated to collect customer feedback when the chat is closed and these feedback help us to improve customer support

What do you dislike most about this product?

Intercom is expensive to use for smaller businesses and the tool can affect the ROI, also setting up the knowledgebase of the tool is time consuming and requires a lot of step which takes more time of deploying the tool

What recommendations would you give to someone considering this product?

Yes, I would recommend the tool because it is fast and comes with better services compared to other providers

Pros

  • Helps Innovate
  • Performance Enhancing
  • Inspires Innovation
  • Acts with Integrity

Amir H.

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

Submitted Apr 2024

Intercom is super charged with chatbots

Likeliness to Recommend

10 /10

What differentiates Intercom from other similar products?

Within Intercom, you can set multiple chatbots to solve different questions compared to other tools where you can only use conditional logic setting with keywords. The newly added WhatsApp integration at no extra cost makes the tool more different from other tool

What is your favorite aspect of this product?

I like the easy steps of setting the chatbots in Intercom which does not require any technical knowledge that even a novice can use the templates available to set chatbots and provide customer support through AI and chatbots

What do you dislike most about this product?

I have not seen any issue with Intercom as far as functionality is concerned, unfortunately the tool is too expensive for smaller businesses to use this solution to offer customer support

What recommendations would you give to someone considering this product?

Yes, I would recommend the tool because it is purely powered by AI and this makes resolution more easier

Pros

  • Helps Innovate
  • Reliable
  • Performance Enhancing
  • Caring

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