Intercom
Intercom is a customer communications platform that provides live chat, in-app messaging, email, and automation tools for businesses to support, onboard, and engage their users. Its software is used by product, support, and sales teams to manage customer conversations, deliver targeted messages, and build self-service support experiences. The company generates revenue through subscription-based SaaS plans sold to businesses of various sizes globally.
- Customer Support & Help Desk
- Conversational AI & Chatbots
- Customer Success Software
- Revenue
- $300.0M
- Employees
- 1,200
- Founded
- 2011
- Headquarters
- San Francisco, United States of America
What 127 Arbolus experts think of Intercom
NPS scores cluster in the 7–10 range, with an average around 8.5; most respondents report high or definite renewal intent and broad adoption. Stickiness is evidenced by long-term deployments, but price sensitivity and analytics gaps are noted. Key positive themes are automation, ease of use, and workflow flexibility. Key negatives include pricing, complex analytics, and challenging reporting/export functions.Overall Customer Sentiment: Positive
Who reviewed Intercom
- C-Suite 70% (89)
- Director 21% (27)
- Manager 8% (10)
Employer names and spend open in the full report, along with the other 124 customers.
Everything 127 customers told us about Intercom.
Employer names, spend, renewal intent and every written answer behind the numbers on this page.
Sentiment
25 Net Promoter Score, from 127 scored reviews- Promoters 47
- Passives 65
- Detractors 15
Cumulative NPS by month
+0 over 6 months- May 8
- Jun 8
- Jul 8
- Aug 8
- Sep 8
- Oct 8
Net Promoter Score across 7 reviews, accumulated up to each month. Category median 24 across 7 companies.
Praised
- Automation and AI Integration
- Omnichannel Messaging Value
- Rapid Deployment and Flexibility
- Expanded Voice Integration
Criticised
- Price Scaling Risk
- Competitive Pricing Pressure
- Export and Reporting Limitations
- Cost Complexity and Pricing
What customers say
Renewal intent
Plan to renew 57%Plan to renew, by seniority
- 59% 56 answers
- 50% 14 answers
- 75% 4 answers
- 40% 5 answers
- 8.5/10 Average score from customers who will renew
- 7.4/10 Average score from undecided customers
- 6.7/10 Average score from customers not renewing
Top alternatives
Most weighed by Intercom customers
Report
More in Workplace & Productivity and Customer Support
Other companies in both categories with a customer report.
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