# Page 13 | Intercom Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 13 - Is Intercom the right Customer Service solution for you? Explore 1133 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 (1133) 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 May 28th, 2026 # Page 13 - Reviews of Intercom ## Showing most helpful reviews Showing 301-325 of 1133 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer Co Founder Internet Used the software for: 1-2 years ### "The best messaging app online" September 20, 2018 5.0 The best customer engagement solution for teams of all sizes. Powerful features, clean interface, fast support. And chat bots that actually work. Pros It's the best messaging / customer engagement solution on the market. Great interface, great functionality, extremely good quality products. The mobile and web apps are brilliant, without any glitches or problems ever. The support is also good, responding in a timely fashion. It's the best messaging solution in the crowded space of online chat / engagement tools. Cons Intercom can get a bit expensive. However the quality of the product is through the roof and it's definitely worth it. Review Source Response from Fin September 25, 2018 We're absolutely stoked to get such a positive review! Thank you for your custom - and so glad to hear Intercom is benefiting your business. TC Tito C. Freelancer Arts and Crafts Used the software for: 2+ years ### "The best option for LIVE CHAT and Support" January 6, 2020 5.0 Pros Intercom is the lease in the industry and that’s because is the best in Livechat and support software. I’ve tried a lot of services before, cheap and expensive and I can say intercom worth every penny and it’s the option that has given to me the best results. Cons Nothing found until now. It’s really complete and well done solution. Reason for choosing Intercom After the trial I discover no other solution can be even compared to Intercom, it’s the complete solution and the best Choice ever for me. Review Source Response from Fin January 8, 2020 Thank you for taking the time to leave us this review Tito. It's great to hear that Intercom is helping you drive results for your business. Thanks again, Kate (Intercom - Customer Engagement) VR Verified Reviewer Head of Marketing Internet Used the software for: 6-12 months ### "Amazing customer support" January 19, 2021 5.0 Great experience, we switched over from Sendgrid and prefer Intercom despite the higher price Pros The customer support is the most responsive I've ever had from a messaging / email software. We use the email because it's already integrated into our messaging and support software, so we don't have to do any import of the contacts. Cons It's not super intuitive or the easiest to use sometimes, like all enterprise level software it can get a bit complicated. It's also not built out for email, e.g. we also can't create unsubscribe groups on email which is a bit annoying. Alternatives considered [Brevo](https://www.capterra.com/p/132996/brevo/)[SendGrid](https://www.capterra.com/p/204113/SendGrid/) Switched from [SendGrid](https://www.capterra.com/p/204113/SendGrid/) Sendgrid actually lost all of our contacts and have terrible support Review Source Response from Fin January 27, 2021 Thanks for letting us know you have had such a good experience with Intercom since swapping from Sendgrid. I've made sure your feedback regarding email capabilities has been sent to the product team - it's an area of focus for us. Kate (Intercom) Chen S. Head of Sales and Customer Success Computer Software Used the software for: 2+ years ### "You need Intercom to build a successful business" November 11, 2018 5.0 Want to get to know your customers better? Use Intercom. Pros Intercom makes it easy to talk to customers which is extremely important to our product and customer success teams. It genuinely helped us improving the product and be in great relationships with the vast majority of our customers. Cons We've been working with Intercom for more than 2 years now. They are constantly improving their offering and we find it extremely helpful. I honestly can't come up with things that I dislike, but I wish that the messages feature could be more powerful and have workflows. Review Source SP Sarah P. Technical Support Agent Higher Education Used the software for: 2+ years ### "Best customer support software I've used" July 14, 2022 4.0 Pros I have used various customer service platforms in the past (e.g. Zendesk), but Intercom has been the best so far in terms of ease of use, design, and functionality. I frequently use it for live chat and have had no issues so far. Cons The dashboards for analyzing chat data are somewhat limited. Perhaps there could also be some kind of AI-enabled issue identifier to track problems across chats. Currently, we do this manually. Review Source VR Verified Reviewer Customer Success Lead Human Resources Used the software for: 2+ years ### "Work with them for 3 years, still love to work with them" March 5, 2019 5.0 Pros Really easy to use, Ihave seen a lot of people starting to use Intercom and time and time again they quickly get it so solve support question. Also the nice integration with other apps (more and more) is really nice. Cons The article function is not a good fit for us. Its only in one language, you can't add more languages. Also I don't like the view of how their help pages are build (not enough custom options) They are becoming more and more corporate and everything becomes upsell (bots, changing pricing system ( =increase)) Review Source VR Verified Reviewer Event Team Lead Computer Software Used the software for: 1-2 years ### "Great for support" November 12, 2018 4.0 Pros Intercom makes it easy to have text and email conversations with your customers. We are able to have a plug in on our site with Intercom always available for our clients. The knowledge base is also great for giving clients helpful articles to educate about our product. Overall a pretty good experience. Cons It would be nice if Intercom had more features for managers to use such as scheduling, permissions and queues. Although you can sort of do this with the interface, it's quite clunky and requires extra work from your team to pull off. Working out of an inbox is okay, but it's better if tickets are assigned to the team. Tough to do when the team works all kinds of schedules. Review Source George M. Lead Customer Success Manager E-Learning Used the software for: 2+ years ### "Top of the class in customer communication" April 12, 2019 5.0 Our overall experience has been very positive. It is, without doubt, a leading product in terms of customer communication. Pros Intercom has been extremely efficient in terms of our communication with our end users' base as well as in generating new customer leads. We have also utilized it in offline communication, that is, set up consecutive email campaigns in order to reach out to any of our new customers in terms of training, utilization questions, etc. This has contributed to increased retention levels, as well as in better monitoring of our web leads and conversion rates. Cons For our specific use case, Intercom did not fit our goals in terms of customer support. As such we opted to use dedicated tools, specifically Zendesk, for that purposes. Moreover, while reaching out to the Intercom support is very simple and elegant, their resolution time and process was not optimal in our case. Review Source FQ Farhan Q. Product Operations Manager Electrical/Electronic Manufacturing Used the software for: 2+ years ### "Intercom - Bringing all your communication on a single page" February 21, 2019 5.0 Overall experience has been great and we would love to recommend intercom to any person new to similar products. This is highly useful for small businesses and startups. Pros We have set up intercom to be active on more than 40 of our product websites. The best thing is that we do not have to be on separate places to respond to chats from customers/potential customers. Every chat/communication comes directly to the intercom main page from where we can see the link the customer is viewing right now, their location and country. The software also has options to automatically assign chats to different people. We can define rules such as rule according to geographical location of customer. That makes it easy for our globally located teams to address customer requests from customers in their areas only. Cons The pricing is a bit aggressive. It costs per seat. The pricing has been revised recently in 2019. Before that the pricing was slightly better. Review Source SB Stacey B. Senior Manager - Customer Support Consumer Services Used the software for: 1-2 years ### "It could have been great, except it wasn't" December 23, 2022 3.0 Pros The chat interface was simple and easy to use. Several integration options. Cons Every single feature is a massive upgrade fee. We did not get what we were promised. The features are there...but not offered a la carte, so you're looking at a ~$30k upgrade fee for all or nothing. Also, the articles do not update when you make changes in Zendesk, so you must take extra steps to force updates. All your internal articles are made public again when you force the updates. Articles Pro is garbage unless you only utilize articles on their platform. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) We thought we were getting more for our money. We didn't, so we switched back. Review Source JA José A. Diretor de Marca E-Learning Used the software for: I used a free trial ### "Muito caro, extremamente caro" July 3, 2023 4.0 Não gostei muito por conta do preço. Pros Tem uma interface muito bonita, é fácil realizar as ações de suporte com um usuário. Cons Tudo é pago, se você quiser um add-on, prepare-se, pois você paga a parte. Tudo, tudo, eu digo tudo mesmo, é pago a parte. Basicamente é o produto com o valor mais absurdo que eu já vi. Switched from [Crisp](https://www.capterra.com/p/151292/Crisp/) Muito melhor e tem descontos. Review Source VR Verified Reviewer Senior Consultant - Customer Success Information Technology and Services Used the software for: 2+ years ### "Intercom is awesome. Indeed!" November 20, 2018 5.0 Its is simply amazing. I cannot think of any tool when it comes to the medium to handle my customers. Pros Intercom is an all-in-one package you can get in this green earth. The way of handling my customers changed dramatically after I started using this tool. Looking at my team performance and analysing it is just one click away. They do not call tickets or complaint or query. It is CONVERSATION. I liked this idea and started treating my customer replies as conversation. Cons All good. This is the only tool that I could not think anything least. Review Source Parker H. Manager of People and Places Computer Software Used the software for: 2+ years ### "great Chat tool" January 10, 2019 5.0 Love it, will keep using it. 10/10 would purchase again Pros It is very easy to use, both the person chatting in and on the user side. Lots of easy to understand and implement functionality that make the chat experience easy to use for us, and quick for the people visiting our website. Cons Security is a small issue, which is the double edge sword of a low barrier to entry. We don't want anyone chatting in to have to go through some kind of barrier, so you need to be sure your people have been trained on the security side of this. Review Source JW Jason W. CEO Real Estate Used the software for: 2+ years ### "Intercom, an example of when people should stop building product" August 19, 2019 3.0 We're hitched to this wagon now for a while like it or not and they've got too much of our data, but I wish we weren't with Intercom, and one day we'll be brave enough to move. Pros The platform at the most core / basic level, a simple javascript install for conversations with your customers, BIG TICK. I like the user experience for your users using the chat widget. Cons It's ridiculously expensive and tiering it to your user numbers versus the number of customer support seats is fine, but it doesn't work once you get bigger, you'd just get a cheaper plugin. Also customer support for southern hemisphere is woeful, non-technical and the help docs / search (just try to even google stuff is very poor. Alternatives considered [Help Scout](https://www.capterra.com/p/136909/Help-Scout/)[Slaask](https://www.capterra.com/p/151616/Slaask/)[HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/) Reason for choosing Intercom At the this this was the slickest product. Review Source PP Peter P. Product Manager Computer Software Used the software for: 2+ years ### "Industry leader in category of customer communication" December 4, 2019 5.0 Intercom has grown to become an (almost) 1-stop-shop for all things customer communication related. Both sales, customer support, product etc. can benefit from directly using Intercom to communicate with your applications customers. Pros A powerful platform that allows to view your customers session and meta data, instantly send targeted messages and set up email/in-app messaging campaigns, create help desk articles for self-service, automate workflows with bots and rules, onboard your application Cons The increase of features and modules have brought the complexity of the software up. It's easy to get up and running (require 1 line of code), but the road to fully adopting the suite of tools is long. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) When we switched Zendesk lacked the real-time in-app communication that Intercom offered. Review Source Response from Fin December 9, 2019 A huge thank you for taking the time to leave this review Peter. I'm extremely happy to hear that you are seeing the benefits of using Intercom for your customer communication. Thanks also for letting us know about your setup feedback. Even as our solutions evolve and become more powerful we aim to keep setup as straightforward as possible. Kate (Intercom - Customer Engagement) KJ Kate J. Growth Manager Computer Software Used the software for: 1-2 years ### "Great Customer Support Tool" August 20, 2018 4.0 Pros Easily the best thing about Intercom is how fluid it is to use for customer support. Their phone apps or message-to-email abilities make it easy for customer support reps in even the smallest of companies to provide speedy service. The interface is clean and relatively easy to understand, and the triggering options for marketing are very powerful. There isn't much I've looked for that Intercom hasn't been able to accomplish. Cons It does a little too much, one could argue. Developers need to be involved for this software to be used to the best of its ability. There are awesome trigger points, suppression points and other queues for marketing messages to pop up - but it does often require a developer to take a look and make sure it will fire correctly. Their newest UI release is actually less intuitive than the original, which is strange - but I'm coming from the point of view of Admin, and setting up new messaging rules - not as a day-to-day user. Perhaps it is different in this instance. Review Source VR Verified Reviewer Director of Euorpean Business Used the software for: 2+ years ### "So simple, easily integrated with Salesforce." July 22, 2018 5.0 Pros A good portion of our qualified leads comes in through chat/Intercom, and as a director of sales, the fact that Intercom is so easily integrated with Salesforce make my life a breeze. We have had a couple of instances where we needed customer support and everyone there was quick to respond and resolved the issues. My experience has been great thus far. Cons There is not much that I would change. Intercom is my only experience with a "chat" software but it has been excellent thus far. No complaints. Review Source Josiah H. Operations Director Internet Used the software for: 1-2 years ### "Intercom makes it easy to reach your customeres" July 26, 2019 5.0 Pros What I like most about Intercom is that it makes conversing with our customers super easy. Chatting with someone who has a quick question is nigh impossible without Intercom - most people wouldn't write an email about a simple question, but with Intercom we can answer their question quickly and secure them as a customer before they leave the site. Cons What I like least about Intercom is the pricing structure. I wish there was a flat fee for this, but it's based on how many users you have and how many people you keep in your system. But it's a good model for their business, and I'm not hating on it for that I just wish it was simpler and not as variable Review Source Trent C. Support Lead Philanthropy Used the software for: 2+ years ### "Intercom is a fantastic platform. We absolutely love it." January 23, 2018 5.0 It makes it incredibly easy for us to stay in touch with our customers, respond to their questions, and proactively message them about new features. Pros It's very easy to use, it's well designed and aesthetically pleasing, and with the updates they've made to reporting over the last few months, it's very easy to see real-time stats and get a sense of how busy our team is. Cons It's difficult to send manual messages to individual Users and use a Saved Reply, but that's very minimal. Other that that, it's fantastic and does everything we need. Review Source MN Martin N. CEO Internet Used the software for: 2+ years ### "Leaving after 9 years and they don’t care at all " March 13, 2019 1.0 Having used Intercom since the very beginning I was a huge supporter of both the idea and the team as an Irish software business with a great idea taking on the world. I referred them to hundreds if not thousands of online businesses over the years and was a great advocate for their mission. In the last six months however their arrogance in price gouging their customers, attitude to criticism and absolute lack of interest in feedback from their earliest customers who have used the product more than most people on earth is disturbing. I fear Intercom is becoming a classic example of a company pumped full of venture capital that has lost all direction and forgotten what made their offering good. I also suspect they don’t know that their offering was never that great and lacks really fundamental usability. A well designed competitor will blow it clean out of the water at a fifth of the price. We’re moving on and certainly won’t be recommending Intercom to anyone in the future. Pros Innovative product in its early days now an unusable, expensive mess Cons Falling well behind their competition in every way Review Source VR Verified Reviewer Co-Founder and COO Used the software for: 2+ years ### "The best way to communicate with software customers" June 12, 2018 5.0 Excellent Tool for User Engagement. Pros Our developers were able to quickly setup the software and implement it into our website. We launched a brand new SaaS product and used it to engage users as they were figuring out how to use our product. Intercom was essential in executing our customer success strategy. Cons There is a learning curve and it does take some time to get it setup before it will add value. Once it is ready to go, your team will gain valuable insight into how users interact with your software. Review Source Guilherme B. Auxiliar de customer service Information Technology and Services Used the software for: 1-2 years ### "Ferramenta robusta e incrível" June 11, 2022 5.0 Experiência fácil, prática e intuitiva. Pros A gestão multicanais da ferramenta é um ponto incrível. Muitas vezes os clientes abrem chamados por canais distintos, porém, o intercom organiza de forma fantástica essa demanda. Cons Acredito que o alto custo seja o principal ponto negativo. Review Source David K. CEO, Founder Internet Used the software for: 2+ years ### "Solid product that keeps innovating with new feature releases" April 12, 2018 4.0 Pros I like that the features keep coming, I enjoy knowing that the team behind Intercom is always striving at improving. I'm using the campaigns really nicely for my drip emails. A/B testing them and continually improving my open and ctr. The core of the product is excellent. Cons It's slightly on the expensive end. The more users you get the more they will charge you. You have to make sure you delete users who are not needed anymore by setting up certain criteria to keep the costs in check. Review Source Yevgeniy S. CEO Computer Software Used the software for: 2+ years ### "Pretty good solution for a helpdesk" June 14, 2018 4.0 Pros Intercom can cover almost all processes if you're selling SaaS solution. It has really good solution for help center and allows to easily find chats with your users. As well it's good in getting additional information like users LinkedIn profiles etc. Cons It's not really easy to setup Intercom messenger properly, the price is high enough since they are billing for each additional user. Intercom support is pretty useless, each time we asked them something they sent us a link that we already saw. Review Source VR Verified Reviewer Chief Product Officer Internet Used the software for: 2+ years ### "My go to tool for customer satisfaction and product improvements" November 27, 2018 5.0 Pros At the simplest option, you have a nice website chatbot and help desk. Buy all of the suite and you have an awesome suite of tools that almost fully automates this function in your business. Intercom has loads of integrations to push things further like Slack, Salesforce and many others. CRM, chatbot, help desk - Intercom has been my go to for when building lean startups. Cons Can take some fine tuning with an engineer to get it working perfectly, but nothing in addition to what I'd expect. Review Source ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. Talk to a Capterra advisor for free and get results within 15 minutes.