Intercom Customer Reviews 2025 | Chatbots

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Intercom

Composite Score

9.1 /10

CX Score

9.4 /10

126 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 Data Quadrant Champion

Latest Award, 2025

2 Top Rated Capabilities

5 Top Rated Features

Latest Award, 2025

2025 Emotional Footprint Champion

2025

Strategy and Innovation
Product Impact
Contract Negotiation
Conflict Resolution

2025

2024 Data Quadrant Champion

2024

8 Top Rated Capabilities

7 Top Rated Features

2024

2024 Emotional Footprint Champion

2024

Strategy and Innovation
Product Impact

2024

2023 Data Quadrant Champion

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 Champion

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 Champion

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.

91 Likeliness to Recommend

1
Since last award

99 Plan to Renew

87 Satisfaction of Cost Relative to Value

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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.

+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?

1% Negative

1% Neutral

98% Positive

Pros

Helps Innovate
Continually Improving Product
Enables Productivity
Trustworthy

Feature Ratings

Average 86

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

Average 84

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...

Customer Success

Score 9.0

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Intercom Reviews

Muteru J.

Role: Industry Specific Role
Industry: Construction
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Oct 2022

Impressive Product!!

Likeliness to Recommend

10 /10

What differentiates Intercom from other similar products?

Highly flexible thus integrate well with other software

What is your favorite aspect of this product?

Customized branding

What do you dislike most about this product?

The layout in the UI can be improved

What recommendations would you give to someone considering this product?

Intercom is among the best chatbots I have used. I highly recommend it!

Pros

Reliable
Inspires Innovation
Caring
Respectful

Jatero A.

Role: Consultant
Industry: Consulting
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Oct 2022

Excellent Tool!!

Likeliness to Recommend

9 /10

What differentiates Intercom from other similar products?

Good CRM features

What is your favorite aspect of this product?

UI is impressive The chat bots pretty do much of the work

What do you dislike most about this product?

On-boarding can be challenging Quite expensive for small enterprises

What recommendations would you give to someone considering this product?

Intercom is easy to use, its value for money, and the features are amazing. Besides, the support team is always ready to assist. I would recommend this software to organizations.

Pros

Reliable
Enables Productivity
Efficient Service
Caring

Sullivan D.

Role: Information Technology
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Oct 2022

Easy to set up and the most effective tool

Likeliness to Recommend

9 /10

What differentiates Intercom from other similar products?

With Intercom, both incoming (through Messenger and bots) and outgoing (via messages) discussions can be easily managed, making it an excellent tool for sales and support teams. The Intercom team regularly rolls out great new features, listens to user feedback, offers helpful live chat support, and provides copious online documentation.

What is your favorite aspect of this product?

I like that it's simple to see when someone was last online, what device they used, and how many messages they've seen. Quick and easy communication through Live Chat is beneficial when addressing a problem. A direct line of communication with our clients is made possible via the Intercom system. Using an Intercom is very simple because of how well-designed it is.

What do you dislike most about this product?

There is a lack of transparency in the pricing structure, and more features need a discussion with a sales representative. Waiting for a response from Intercom's support staff to feedback, queries, or concerns is an annoyance at best. However, when they do reply, it is in great detail, and the whole chat is over in only a few texts at most.

What recommendations would you give to someone considering this product?

With Intercom's primary job being to manage all incoming email and online chat assistance, the support staff can stay organized and have access to more seats. The system's features are comprehensive and suitable for any group. Whether you're in marketing, support, or sales, Intercom can help you succeed. Similarly, helpful is the gateway on which you'll find Help Articles.

Pros

Continually Improving Product
Performance Enhancing
Trustworthy
Unique Features

Intercom

What is Intercom?

Company Details

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Awards & Recognition

2025 Data Quadrant Champion

2025 Emotional Footprint Champion

2024 Data Quadrant Champion

2024 Emotional Footprint Champion

2023 Data Quadrant Champion

2023 Emotional Footprint Champion

2022 Data Quadrant Champion

2022 Emotional Footprint Champion

2021 Data Quadrant Champion

Intercom Ratings

91 Likeliness to Recommend

1 Since last award

99 Plan to Renew

87 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+97 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

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

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.

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.

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.

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.

Translation Supports automatic translate to multiple languages.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

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.

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.

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.

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.

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

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.

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.

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

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.

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

Muteru J.

Impressive Product!!

Likeliness to Recommend

Pros

Jatero A.

Excellent Tool!!

Likeliness to Recommend

Pros

Sullivan D.

Easy to set up and the most effective tool

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

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