# Page 12 | Intercom Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 12 - Is Intercom the right Customer Service solution for you? Explore 1131 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/134347/Intercom/reviews --- Intercom 4.5 (1131) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 2nd, 2026 # Page 12 - Reviews of Intercom ## Showing most helpful reviews Showing 276-300 of 1131 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer Strategic Advisor Computer Software Used the software for: 2+ years ### "Continually evolving... meaningfully." November 19, 2018 5.0 Dealing with Intercom has been great. Their support is responsive. I think our account manager could have better response times, but no real complaints there since we have been make aware (accurately) how long before hearing from him. Pros I love how Intercom does a fantastic job with their core functionality -- keeping communication with users relevant and contextually significant. Cons Sometimes there are aspects of Operator that evade quick improvement to correctly identifying situations to serve the right information. However, their most recent feature, AnswerBot, has taken care of this weakness. AnswerBot has performed brilliantly and has been really easy to get up and running. Review Source DB Damien B. Customer Care Program Development Used the software for: 2+ years ### "Tout simplement indispensable" December 21, 2023 5.0 Pros Le fait que Intercom nous permette de gérer notre centre d'aide avec les différents articles. Cons Aucun inconvénient ne me vient en tête. Review Source CS Chris S. Customer Support Manager Telecommunications Used the software for: 1-2 years ### "Great for Our Company" December 5, 2019 4.0 Coming from our previous chat software, this one is 1000% better. You can view reports of different employees and their ratings from customers they interact with, you can send emails from within Intercom, and I am sure there are many more options that I am not even aware of yet. Overall, a great product. Pros I love the main chat interface, and how it keeps everything clean, neat and organized. You can snooze chats for later, and create preset replies, which save a TON of time, when answering the same types of questions. Cons For some customers, if they are on a different page than the one they were on before, when chatting, Intercom sometimes makes another, new chat. In rare instances, I will have 4 or 5 chats from the same person. I don't know why this is, though it could be how it simply interacts with our website, specifically. Also, the chat sound will sometimes beep randomly, where there isn't a chat there to attend. Minor annoyances, in the grand scheme of things. Review Source Response from Intercom December 9, 2019 Thanks a lot for leaving us this review Chris. It's great to hear that Intercom is having such a great impact for you! The multiple chat issue you're seeing sounds strange to me so I would advise you get in touch with our Support team to see if they can help :) Kate (Intercom - Customer Engagement) Rachel N. CEO Staffing and Recruiting Used the software for: 1-2 years ### "Custom Bots are really cool" September 29, 2020 5.0 I love going in an building efficiencies. It's saved me a bunch of money. Pros I love that this software is easy to build a custom bot with and fairly easy to set up. It has a lot of features! Cons The customer service is awful. It takes them 24 hours to get back to you, if they do. If you run into a problem, there is no way to get immediate help. Review Source Response from Intercom October 7, 2020 Hi Rachel - thanks so much for taking the time to review Intercom. It makes me so happy to hear we're helping increase your efficiencies and save a bunch of money! Thanks for your feedback on our Support times at the moment. We're currently working on bringing these down, and making sure we accurately identify and prioritize critical issues. We've also recently open the doors to Interconnected, our community forum as another help resource. Make sure to check it out at: https://forum.intercom.com/s/ Thanks again, Kate (Intercom - Customer Engagement) Alexander N. Company Director Accounting Used the software for: 1-2 years ### "Intercom is an amazing tool that I use to talk with my customers." September 25, 2022 5.0 It has been an amazing tool for our team because it allows us to keep track of all of our customer conversations in one place and because of this, our customer support has improved. Additionally, the team at Intercom is always available to help with any problem. Pros What I like intercom is that it makes it easy to communicate between team members. It also has a great way to keep track of conversations and be able to reference back to them later on. Cons The main downside of Intercom is that it can be expensive to maintain and keep updated. It can also make customer service slow to respond to issues and it can be difficult to find answers to questions that I have. Review Source Nichole P. Ceo Retail Used the software for: 6-12 months ### "Gets the job done" February 27, 2019 4.0 Pros I like that you’re able to create canned responses for common customer problems. This saves you time and from having to type the same thing over and over. I also like that we can upload pictures within intercom, to customize the program for our company. Intercom allows you to handle multiple tickets at one time through multiple conversations, and you can see when responses we’re read. I also love that you can send a message by using shortcuts on the keyboard as opposed to clicking “send”. It’s all about convenience when you’re handling customer tickets and that’s what intercom provides. Cons It’s really inconvenient the way intercom creates different chats for the same person. For example, a customer can send 10 messages about the same issue and it will create 10 separate tickets to handle and no way to consolidate them into one conversation. This is a major flaw for customer service efficiency. Review Source TA Tahsim A. Engineering lead Internet Used the software for: 1-2 years ### "Essential for Early Stage Startups, Avoid if you're trying to Scale" June 7, 2023 5.0 Great live chat experience, but really unable to scale with the tool. I'd recommend to early stage startups but stay away if you're looking to expand quickly. Pros Intercom's live chat is the best in the business, nobody comes close. Intercom has an amazing agent experience and collaboration is unparalleled to the likes of Zendesk. Cons Intercom's functionalities are limited to Live Support and fall behind on other forms of Support and Help Center. Creating a full support infrastructure is the name of the game. Review Source VR Verified Reviewer Associate Product Manager Computer Software Used the software for: 2+ years ### "Great suite of features" December 5, 2019 5.0 Has solved a lot of customer support efficiency problems for us. Pros Intercom has been expanding beyond just a web chat service and we've loved the newer features they've added. It's really easy to integrate with websites and cloud based SaaS platforms. It also integrates with our internal CRM for easy tracking of customer inquiries. Cons A little pricey once you start adding all of the features. Also, they are a chat company that doesn't use chat support efficiently for their own customer support. Average response time is 4-5 hours at best. Review Source Response from Intercom December 6, 2019 Thank you so much for taking time to leave us this review. I'm so happy to hear that you love our recent features, our team works really hard to bring you new and improved capabilities! Thanks also for your feedback on our pricing and support - I've passed this on to those teams. Although we don't offer real-time support, we do aim to get back to every customer as soon as possible. We are also always improving our Help Center and recently launched our Academy which is full of answers! Thanks, Kate (Intercom - Customer Engagement) VR Verified Reviewer COO Human Resources Used the software for: 1-2 years ### "Cool but hard to understand the final price (and could be expensive)" April 26, 2021 4.0 Pros Very esay to use. Good interface. Easy to implement and detect loginusers. Cool feauters Cons So hard to know final cost. prices are always a mistery. Diferrence of essential and pro are also hard to undesrstand. Alternatives considered [Freshchat](https://www.capterra.com/p/158117/Freshchat/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Intercom Price for one year for startups and easy to instal Review Source Response from Intercom May 5, 2021 Thanks for leaving us this review and letting us know how easy to use you have found our tools. We're constantly working on ways to not only better align the costs you pay with the value you see, but also to make the billing process more accessible. I'll make sure to forward your feedback on to the team responsible. Thanks again, Kate (Intercom - Customer Engagement) James D. Founder Computer Software Used the software for: 2+ years ### "We couldn't run our business without it" October 16, 2018 5.0 Pros Intercom is critical to our daily support operations and even sales at this point. We feel that it gives us an advantage over our competitors because they feel like they can get in touch with us immediately without having to wait for email. With the addition of bots and other automated features, it makes the experience even better for our customers. Highly recommended for teams big and small. Cons Price. It can get very expensive as your user base grows. Review Source Response from Intercom October 17, 2018 Amazing to hear that Intercom is so central to your business, James, and that the new features are resonating with you. Don't hesitate to get in touch if I can help in the future. SJ Shawn J. Director of Product Marketing Computer Software Used the software for: 6-12 months ### "Okay for chat, not for docs. Support is DIY" October 30, 2020 4.0 If we are only using chat, then it's okay. No better than any other chat system and worse in many respects. We have moved our docs off of the Intercom platform to readme (not great, but better). We have moved our in-app chat off the Intercom platform to zendesk. We still use Intercom for our website chat. Pros The chatbot does have a lot of options. Nontechnical users can use the tool. You can structure automatic responses and decision trees to help direct the questions to the right people. That said, what customer or prospect wants to be treated this way? It's like the voicemail systems that require 5 prompts, before talking to someone. Cons The documentation feature (for housing your docs) is awful—readers don't know where they are, they can't navigate up a tree. They are beholden to search. The email rules don't always work. We set up a nurture for a separate persona (role) and even though one email rule said "don't send to role = dev" it still did. Support is DIY. Good luck getting someone to respond to you through their own intercom chatbot. Their response time is "1 day" but in four attempts at getting help, I've never received a response. Review Source Response from Intercom November 5, 2020 Hi Shawn, Thanks for leaving such detailed feedback about your Intercom experience, especially regarding our Articles product. I'll make sure this gets to the right people here. Ss of late our support reply times have unfortunately slowed but we've been working (and hiring!) diligently to speed things back up to the expected turnaround times. That said our reply times do range from a few hours to a few days based on subscription (Premium receives the fastest turnaround time) and nature or urgency of the query. I can see looking at your account now that you have received responses from a number of my colleagues, and you can expect faster response times going forward. Thanks again, Kate Shay K. Head of Operations Airlines/Aviation Used the software for: 1-2 years ### "Bad product and even worse service" September 22, 2020 1.0 My predecessor at the company signed a yearly plan with them just before she left, so immediately when I started my position I asked them to cancel the subscription - which they refused, even though I haven't used it at all. They weren't even willing to negotiate so I requested it to be cancelled immediately when the subscription time is over and waited a year, paying 700$ per month for nothing. After the year ended, I discovered they auto-renewed my subscription, and not only that - I can't cancel it online, only a support person can. Gues what? 3 weeks later and I still haven't got anyone from support to answer. Only the sales team answers - but all they say is that someone from support will get back to me... Pros Nothing. I seriously can't think of a single thing I liked about Intercom Cons Their customer service is one of the worst I've ever seen. It takes them days just to give an answer that "someone will get back to you" and no one does, even after weeks. I wonder what software they use for customer support that makes support cases fall through the cracks... Review Source Response from Intercom October 1, 2020 Hi Shay, there's nothing I can say to excuse this experience for you, it's certainly not what we aim for. I can see you've been speaking to Jack on this so I'm following up on my end to find out what's happened here and get this resolved for you. Kate (Intercom - Customer Experience) VR Verified Reviewer Customer Care Lead Computer Software Used the software for: 2+ years ### "Great Tool for Communicating with Customers" November 20, 2018 5.0 Overall, Intercom has helped us scale and reach our users with timely data. Support is much easier and there are some very basic reports that five us insights on our response time. Definitely recommended. Pros Intercom is very detailed and highly useful for making sense of large datasets. User information can be easily pulled up and custom fields make it simple to target the users I want with the updates they need. Cons The learning curve is a bit steep. Also there are some things like their keyboard shortcuts or the location of some of the buttons that are not well-designed and can lead to incorrectly closing or assigning messages. Review Source João Victor G. Product Designer Financial Services Used the software for: 1-2 years ### "Power tool for marketing automation and a more human customer service" May 30, 2018 4.0 High power targeting of customised segments with a powerful tool for messaging users. Also, it has a more human and real-time approach of costumer support, which helps to solve faster user's issues. Pros Intercom has a set of products that really talk with each other and follows the user's flow since a visitor to your product's website until the part where you're trying to drive engagement. It's integration via REST API helps getting data that is important to create powerful segments to target via in-app message which has higher CTR than email. Cons Its price can be something of an initial barrier if you do not have resources, specially if you're dealing with a huge user base. Besides that, you also need an initial effort to integrate with API to get the full power of the platform. Review Source VR Verified Reviewer Product Manager Information Technology and Services Used the software for: 2+ years ### "Support your business" April 21, 2020 5.0 Great. The customer service is amazing and very friendly. Pros It is an amazing software to help you connect with your users specially if you have a software business. This tool will give your users a chance to ask you for guidance at anytime. Cons The product tour feature is not very user friendly. Keeps on lagging when I am trying to create a tour. Review Source Response from Intercom April 29, 2020 Thanks so much for taking the time to leave us this review and I'll make sure to pass your kind words on to our Support team - it will make their day! I've also made sure to flag your Product Tours feedback with the team here as I'm sure they'll want to look into that. Thanks again, Kate (Intercom - Customer Engagement) VR Verified Reviewer Program Manager - Business Apps Computer Software Used the software for: 2+ years ### "Great tool for automation of communication with your customers" February 18, 2019 4.0 It's one of the most important tools for our marketing, support and even sales. It solves so many process of interaction with our customers that we could not work without it. Pros It's a well defined tool, easy to understand and work with. Definitely being developed properly as constantly there are new features coming out. Cons There are some things that look "unfinished" like you can use some data to be triggers for one type of message but you can not use the same one for another type of message. The price can be high if you have a lot of users interacting with you, but there's also a startup package that you can use. Review Source Jake S. CEO Events Services Used the software for: 6-12 months ### "Nice for customer service on a software platform" June 12, 2020 4.0 Overall the experience has been good, but the price is quite steep... Pros I like that it tracks customers and what they do on the site. Being able to have customer available to our users at all time is critical for us. Cons I don't like how confusing the versatility features are. It's like they made it SO custom that it's harder for the average user to piece together. Review Source Response from Intercom June 19, 2020 Hi Jake, Thank you so much for leaving us this review. It's great to hear that Intercom is helping you deliver such a critical service! As our products get more powerful we're definitely walking a tightrope between flexibility and simplicity, and we continue to make improvements in this area. We have LOTS of training resources to help you get to grips with all the functions though. I guess the best place to start would be our webinars or Intercom Academy where you can find video lessons for each use-case. If there's anything else we can do to help you unlock the true potential of our features just let us know using the Intercom messenger :) Kate (Intercom - Customer Engagement) VR Verified Reviewer Translator Internet Used the software for: 2+ years ### "Intercom" November 12, 2018 4.0 Most of all it is really good. There have been some issues, but I like that intercom has not screwed up our communication with customers. Answers are always delivered. Pros How easy it is to use. The core functionalities are super easy. Cons I wish support would be faster. I would like to receive answer immediately, otherwise sometimes I ask for something and I get answer after many hours and then I am not focusing on issue anymore. I wish soon you will have resources to hire more intercom people. I know that some of my collages does not like support at all, so you might consider getting more feedback about it. Review Source Leopold S. Founder Design Used the software for: I used a free trial ### "Powerful tool at a powerful price" April 9, 2021 5.0 What I would like to highlight is Intercom's customer service. It doesn't feel like you're asking for help, but like you're chatting with an acquaintance and solving the actual problem on the side. I think Intercom is using its own tool exactly as it was intended. And that's just unique. I'll be honest, it's the best customer service I've ever experienced - even in the free trial period! Pros In short, I love Intercom. Combined with my WordPress website, it has revolutionized my customer service. It's very easy to use for both the end user and me as an admin, yet so powerful. It's just fun to work with - even on the go! Cons I am willing to pay a little more money for a great tool. However, for me as a freelancer, it's hardly sustainable and out of proportion. The cheapest plan for about 65$ is not easy to carry. I wish there was a cheaper option here. I'm sure it would bring Intercom many more customers who will surely upgrade later (if they can afford it). The StartUp plan is not applicable for me, unfortunately. Review Source Response from Intercom April 16, 2021 Thanks for telling us know Intercom has revolutionized your customer service Leopold. And I'm delighted you find our system so much fun to work with - I wish that were true for more systems! I'll make sure to send your feedback regarding our pricing and packaging on to the team here as it's something we're constantly working on. Thanks again, Kate (Intercom - Customer Engagement) Harrison W. Community Support and Strategy Computer Software Used the software for: 1-2 years ### "Great start, but still has a lot of room to grow" November 20, 2018 2.0 Overall it works- it can be messy and a little confusing ( but that is on our end I believe- and Intercom makes it hard to fix some mistakes we had when first setting up) but beyond that, at its core it does what it was built to do. The extra new features are nice, but a little gimmicky and half-baked to call features. Pros I love how easy it is to assign and loop in team members- also how easy it is to send out mass messages Cons New features are released and they feel half-baked. The new chatbot and answerbot are great and they have a lot of potential. But there are key common sense features that are not included like rejecting some 'questions' which are just system messages sent into intercom like NPS scores and Stripe subscription updates. Not really questions Service can provide answers to. Review Source CH Cole H. Founder Computer Software Used the software for: 1-2 years ### "Great but expensive customer support software" July 6, 2023 4.0 We have absolutely loved our experience with Intercom, however when our discounted plan runs out we will most likely be switching to a different tool. Pros Intercom is absolutely great to use for customer support. Almost everything you would need from a CRM and customer support solution is available in Intercom. Cons Intercom is beyond expensive, if you aren't a large company and cannot get a discount it is almost impossible to pay for and use. Reason for choosing Intercom We managed to get a good discount on Intercom. Review Source Mian M. Product Operations Engineer Information Technology and Services Used the software for: 2+ years ### "Great for Sales and Technical Support" October 6, 2019 4.0 Even though it is an expensive product, but the service it provides are worth the spending. Easy and clean UI with integrations to multiple websites Pros We deal with both the sales and customer support. This software is built for all teams, we can easily transfer the chats to different agents for different queries. As for the sales platform, it is integrated with our Sales software so it is easy to keep track of lead times and see how is the performance of the sales agent Cons No issues from the intercom team as of such. Pretty happy with their services and have never thought of switching to another platform Review Source Jordan C. Digital Marketing Specialist Construction Used the software for: 1-2 years ### "Chat with everyone" September 14, 2018 4.0 Intercom is not only a part of our website, but also a part of our app. So it at its most useful when we connect with our customers. The marketing team loves the web chat though, and it does get used very often. We couldn't function without intercom. It is a great product. Pros Easy to connect with customers, prospects or anyone else that wants to chat. I love the notes between my team that are hidden from the conversation. New chat bots are cool. Cons It is pretty expensive, the chat bots, for example, are useful, but the cost is high relative to what we are already paying. Review Source Response from Intercom September 17, 2018 Hi Jordan, Really appreciate you taking the time out of your day to leave a review. Also great to hear that busybusy has embedded Intercom into your marketing workflows. In the meantime we're working to ensure that the price we charge equates to the value you get. John VR Verified Reviewer Customer Success Manager Information Technology and Services Used the software for: 1-2 years ### "Review of Intercom" February 10, 2020 3.0 It's a pretty decent tool and does a pretty good job, but does not do analytics very well. Pros I liked how easy it was to chat with our customers and provide macros that can be automatically placed in the chat when customers ask about something very commonly asked. Cons I greatly dislike how intercom does not do a very good job of capturing data for analytical purposes. Especially when customers from the same organization contact us. Being able to see how frequently they reach out and about what specific issues in a nice and easy to navigate analytical page would be amazing. Review Source Response from Intercom February 12, 2020 Thanks for taking the time to leave us a review, and for your honest feedback. We're always listening for ways we can improve so I'll ensure to share this with our Product Team. Kate (Intercom - Customer Engagement) VR Verified Reviewer Product Manager Business Supplies and Equipment Used the software for: 6-12 months ### "Live chat for E-commerce website - trusted brand" May 1, 2019 5.0 Intercom allows our sales team to engage with the right prospects as they browse our site, offering them an 'instore' experience online. It has reduced the number of phone calls we receive, and boosted our conversion rates. It also allows us to show our knowledge of our product range. Pros I like that Intercom has a good reputation. When people see the branded chat button, their experiences on other sites mean they are more likely to engage. Some other chat tools pretend to be LiveChat, and are actually just a contact form. Our users engage with Intercom and we are able to offer an 'instore service' to our online customers, which in turn helps us to convert more queries into orders. Cons The only downsides are that you can quite quickly want more functionality. To add a custom bot can double the price, which whilst your customers are getting used to the functionality of bots, and the product in general, can be difficult to justify. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.