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.
Download the entire Product Scorecard
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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.
90 Likeliness to Recommend
99 Plan to Renew
86 Satisfaction of Cost Relative to Value
1
Since last award
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
- Trustworthy
- Continually Improving Product
- Enables Productivity
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
Leads Generation
Voice or Text Input
Knowledgebase
Multi-channel
Personalized Service
Scheduled Availability
Application Programming Interface
Translation
Natural Language Processing
Wayfinding
Vendor Capability Ratings
Ease of Implementation
Availability and Quality of Training
Ease of IT Administration
Usability and Intuitiveness
Product Strategy and Rate of Improvement
Business Value Created
Breadth of Features
Ease of Customization
Quality of Features
Ease of Data Integration
Vendor Support
Intercom Reviews
Daniel M.
- Role: Information Technology
- Industry: Technology
- Involvement: Initial Implementation
Submitted Apr 2021
Really interesting product that works very well!
Likeliness to Recommend
What differentiates Intercom from other similar products?
It's simplicity is amazing - just install the code snippet on your website, then you are up and running with your account and can communicate with customers and visitors in no time. The ability to segment customers and tag them with relevant fields was really helpful.
What is your favorite aspect of this product?
Being able to communicate anywhere at any time with their software - their iOS app works very well and allows me to carry on working when out of the office.
What do you dislike most about this product?
The pricing is a little steep when you get more involved. I also found it a little annoying when people would communicate from a different tab, starting a new chat.
What recommendations would you give to someone considering this product?
Think about how many customers you have and factor this into the pricing as if you have thousands, then it will likely cost a bit!
Pros
- Caring
- Client's Interest First
- Reliable
- Performance Enhancing
Daniel S.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted Apr 2021
An essential communication platform in SaaS!
Likeliness to Recommend
What differentiates Intercom from other similar products?
Intercom is the market leader for a reason - it works fantastically well and it is very easy to implement.
What is your favorite aspect of this product?
Just the ability to communicate with website visitors / customers from anywhere.
What do you dislike most about this product?
The costs are a little confusing and you have to speak to sales a lot of the time.
What recommendations would you give to someone considering this product?
Think about how you can communicate with your visitors and / or customers and think if it is worth adding. Most of the time the answer is yes (or it should be) so it is a highly recommended platform.
Pros
- Generous Negotitation
- Transparent
- Security Protects
- Helps Innovate
- Role: Sales Marketing
- Industry: Technology
- Involvement: End User of Application
Submitted Apr 2021
Great tool but Enterprise focused pricing
Likeliness to Recommend
Pros
- Reliable
- Performance Enhancing
- Unique Features
- Helps Innovate
