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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Real user data aggregated to summarize the product performance and customer experience.
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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.
91 Likeliness to Recommend
1
Since last award
99 Plan to Renew
87 Satisfaction of Cost Relative to Value
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.
+97 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?
Pros
- Helps Innovate
- Continually Improving Product
- Enables Productivity
- Trustworthy
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
Integration With CRM
Voice or Text Input
Leads Generation
Application Programming Interface
Knowledgebase
Multi-channel
Personalized Service
Wayfinding
Scheduled Availability
Learning and Adaptability
Translation
Vendor Capability Ratings
Availability and Quality of Training
Ease of Implementation
Product Strategy and Rate of Improvement
Usability and Intuitiveness
Ease of IT Administration
Breadth of Features
Ease of Customization
Business Value Created
Ease of Data Integration
Quality of Features
Vendor Support
Also Featured in...
Intercom Reviews
Samson O.
- Role: Finance
- Industry: Finance
- Involvement: End User of Application
Submitted Apr 2025
Intercom: A one-stop shop for managing CX
Likeliness to Recommend
What differentiates Intercom from other similar products?
Intercom stands out from other platforms in the following areas: 1. Bots and Automation Their bot and automation workflows are among the most flexible I've ever used, allowing my team to automate common questions, route conversations, and qualify leads effectively. 2. Intercom's unified inboxes
What is your favorite aspect of this product?
AI integration which help to correct common mistakes when conversing with users. It also can rephrase or expand your response for better user understanding
What do you dislike most about this product?
It can be a bit difficult to navigate product enhancement/new features sometimes
What recommendations would you give to someone considering this product?
I'd 100% recommend intercom for individuals considering the product. However, I'd advise them to only pay for the features they need.
Pros
- Helps Innovate
- Continually Improving Product
- Effective Service
- Includes Product Enhancements
Please tell us why you think this review should be flagged.
Elias R.
- Role: Sales Marketing
- Industry: Technology
- Involvement: Business Leader or Manager
Submitted Feb 2025
Powerful Customer Engagement Tool
Likeliness to Recommend
What differentiates Intercom from other similar products?
Intercom stands out from other customer communication tools due to its AI-driven automation, robust chatbot capabilities, and multi-channel messaging. Unlike traditional live chat solutions. Their automation features, like Fin AI chatbot, can handle inquiries, route conversations, and assist customers 24/7, reducing the need for human intervention. Businesses can create highly personalized chat experiences based on user behavior, attributes, and customer journey stages, making interactions more relevant.
What is your favorite aspect of this product?
My favorite aspect of Intercom is its AI-powered automation and chatbots. The ability to set up smart workflows that handle customer inquiries, qualify leads, and even provide self-service support makes a huge difference in efficiency. Additionally, Intercom’s multi-channel messaging ensures that conversations happen seamlessly across live chat, email, and in-app messages, making customer engagement feel more natural and connected.
What do you dislike most about this product?
Honestly, it’s all good! Intercom works smoothly for customer engagement, and I haven’t encountered any major issues. The automation, chat features, and multi-channel messaging all function well, making it a solid tool for support and sales. While some might mention pricing as a concern, the value it provides in terms of efficiency and customer experience makes it worth it.
What recommendations would you give to someone considering this product?
Set up chatbots and automated workflows to handle FAQs, qualify leads, and route conversations efficiently. This will save time and improve response rates. Take advantage of targeted messaging to engage users based on their behavior, location, or stage in the customer journey. Intercom works well with CRMs, Slack, and help desk solutions—connecting it with your current tech stack will streamline communication.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Please tell us why you think this review should be flagged.
Sachin J.
- Role: Information Technology
- Industry: Retail
- Involvement: IT Development, Integration, and Administration
Submitted Oct 2024
Great software for business communication
Likeliness to Recommend
What differentiates Intercom from other similar products?
Intercom has the most easiest AI tool that is so easy to deploy and configure to auto pilot responses
What is your favorite aspect of this product?
I like the integration of intercom with socials and the chat history makes it easier for an agent to track messages for the client
What do you dislike most about this product?
It is expensive and would affect ROI for smaller businesses
What recommendations would you give to someone considering this product?
Yes it's a professional customer tool
Pros
- Continually Improving Product
- Enables Productivity
- Trustworthy
- Unique Features
Please tell us why you think this review should be flagged.
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