Main illustration: Intercom Brand Studio
We’re delighted to report that based on 784 customer reviews on G2.com, Intercom has beaten all other live chat tools to become the top ranked choice for sales, marketing, and support teams who want to interact with visitors to their websites and users of their apps.
We’re thrilled (and humbled) that so many of our paying customers took the time to leave the detailed and informative reviews that ranked us #1, ahead of worthy competitors like Zendesk, Freshdesk, Drift, and so many others in a very crowded space. If you want to learn more about where Intercom excels at live chat, you can access G2’s full report.
Unleashing the power of live chat
Receiving a 90% customer satisfaction score makes everything we do worthwhile. We are working harder than ever to ensure that you (and in turn your customers) have the best experience possible when using Intercom so it is encouraging to see that 89% of reviewers rated Intercom easy to use. Our highest rated features include pop-up chat, in-app messaging and notifications.
“Website visitors are 82% more likely to convert to customers if they’ve chatted with you first”
Recent studies have confirmed that having conversations with your website visitors and customers really does pay off. One study from Twilio showed that nine out of ten consumers said they want to be able to use messaging to talk to businesses.
According to our own data, website visitors are 82% more likely to convert to customers if they’ve chatted with you first. What’s more, those accounts are worth 13% more than ones where the business didn’t have a conversation before signing up.
Your favorite Intercom features
So what were some of the things you like the most about Intercom? Well, Christian called out its ease of use for busy, in-demand support teams:
“I love the Intercom app because it allows my support team to do their job well and on their terms. They want to be notified by Slack? Not a problem! They want to be notified on their phone? Not a problem! Desktop notifications? No problem.”
While Elias appreciates our product innovation and personal support:
“[It] feels like Intercom has thought of everything, whenever I need to do something with it, it’s like there’s already a dedicated feature waiting for me. Their help chat team seem to really understand how help chat teams function and can also offer practical advice beyond your basic technical support. If I ever need more comprehensive advice, I’m offered a video call with senior team members who feel genuinely committed to giving my team a good experience.”
Helge also pointed out how Intercom isn’t just useful for supporting your customers:
“[I like] the ability to get quickly in touch with your users. There is nothing better for a PM [than] to have an easy way to talk to his users… Intercom empowers me to do this, in [an] easy-to-use way. My engineers say the same: Intercom is the best friend of an engineer.”
The future of live chat
As a customer messaging platform, live chat is just one capability that Intercom offers. In the last 12 months we’ve doubled down on making our chatbot technology as effective as possible and our customers have also recently voted us number one on G2 for chatbots as well, with a satisfaction rating of 98, ahead of the likes of IBM Watson Assistant, Drift, Ada, Amazon’s AWS products, and more.
As our recent survey has shown, chatbots are on their way to becoming even more invaluable to business. In 2019 alone, businesses using live chat saved an average of $300,000 through incorporating chatbots into their live chat solutions for sales and support.
Modern consumers expect fast, personalized responses through live chat, and doing so at scale is exactly where Intercom shines.
If you want to check out how Intercom ranks against the competition, check out the full in-depth G2 report. In this comprehensive report, you’ll find detailed profiles of more than 60 live chat tools with feature ratings and qualitative verified customer satisfaction scores.