# Page 15 | Intercom Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 15 - Is Intercom the right Customer Satisfaction 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 15 - Reviews of Intercom ## Showing most helpful reviews Showing 351-375 of 1131 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer Delivery Manager Design Used the software for: 6-12 months ### "Has changed our customer support for the better!" October 26, 2018 5.0 We're using Intercom to provide better customer support, by being available, quick and responsive, and keeping better track of issues. We're also capturing leads, and pushing promotional prompts to existing users. Pros Super powerful, nice looking bit of kit. We are only just getting stuck into using Intercom properly, but already finding that customers are happier, we have better visibility of issues which need to be reported back on, and we are getting good results from promotional / sales messaging too. Cons We have recently seen an issue where for some users / devices, the sound notifications are playing even when users phones / laptops are set to silent. Hopefully this is fixed or will be soon as it's quite a big issue and risks us upsetting our customers. Other than that, nothing comes to mind. Review Source gerry B. Vice President of Sales & Marketing Marketing and Advertising Used the software for: 2+ years ### "Good platform, terrible support, high price" April 3, 2020 3.0 Pros The platform performs well and is well laid out. Cons The price is very high for what it adds. Support is non-existent. Review Source Response from Intercom April 8, 2020 Hi Gerry, First off, I want to apologize for the difficulty you have had with our support service. I've looked in to your recent conversation and have seen that you have since come to a resolution which I hope will help your situation. We are so appreciative that Intercom is a vital part of your customer support management and aim to help you in whatever way we can at this time. Kate - Intercom (Customer Engagement) Marcelo L. Computer Software Used the software for: 6-12 months ### "Good product, but full of pricing traps" July 20, 2016 3.0 Intercom seems to be a great solution at all, potentially acting as a central cockpit for chat, support, app tracking, web site tracking and lead nurturing. So you can trigger actions regardless the client touch point and measure your goals. Pros If well explored, it can easily replace a bunch of other solutions by a single one. Cons Pricing plans are pretty confusing and full of traps. The "fantastic all-in-one product" is dramatically separated in packages that are in fact ridiculous limitations of the very same functionality. And all packages are divided in Pro / Std – than you get 6 variations of the same thing + scale for quantity of contacts / visitors. Confusing? Wait… They used to have 4 packages, removed one by merging two and unconditionally charged me the just merged package (that I don’t need). Review Source Lucas S. CEO & Founder Computer Software Used the software for: Less than 6 months ### "The best general support software" January 13, 2023 5.0 We use it to get customers feedbacks, track roadmap, product launches, changelogs and help center Pros It's very scalable, easy to use, easy to implement, there's a lot of integrations and it has a startup program Cons The support has a SLA a little bit higher, but its okay. It's also kinda expensive. Switched from [Leadster](https://www.capterra.com/p/248283/Leadster/) Its more complete Review Source Kameliya K. Customer Success Specialist Information Technology and Services Used the software for: Less than 6 months ### "Review on intercom" April 30, 2023 4.0 We have significantly reduced the resolution time for customer inquiries by leveraging the platform's ability to access help articles promptly, effortlessly involve other team members in the conversation, and utilize integrations such as co-browsing and attaching help articles to swiftly resolve any issues that may arise. Pros As a consumer, I have observed that Intercom is a remarkably effective and user-friendly tool for managing customer service. I am grateful for its ability to offer real-time messaging features, which enable me to promptly address customer inquiries and simplify the support process. Cons At times, I perceive that the platform's broad range of features can be overpowering, resulting in difficulties in navigating and comprehensively utilizing all the provided tools. Review Source VR Verified Reviewer Customer Success Representative Consumer Services Used the software for: 1-2 years ### "Intercom, the always evolving CS platform" November 9, 2018 5.0 Pros I like the updates that Intercom pushes out. They are always adding something new and improved to their platform. Sometimes these improvements are small surprises here and there. Like a page style or a small piece of functionality. (Look at you priority button <3) Cons One thing I would really improve in Intercom is my own inbox organization. I wish I had the ability to have sub folders in my Inbox with specific rules. I'd like to me able to assign a conversation to myself and then have that conversation be filtered automatically and organized for me in my own inbox to be more specific. Review Source David F. Customer Experience Team Lead Consumer Services Used the software for: 1-2 years ### "Very Simple!" December 13, 2019 4.0 Overall Intercom is a simple service to use that allows for instant contact with your customer base. Pros Intercom is one of those systems that you can be an expert in day one. It's simple to set up your account, and easy to use from the start. Cons At times the system can lag, and it can be difficult to enter in some of the rules you would like to implement. Review Source Response from Intercom December 18, 2019 Thank you so much for your review David. I'm thrilled to hear you were able to hit the ground running and are seeing the results! Our Product Education team work really hard to make sure you have everything you need to start learning from day 1 so I'll make sure to pass this feedback on to them too. Kate (Intercom - Customer Engagement) SV Stephanie V. Customer Success Coach Real Estate Used the software for: 6-12 months ### "Great tool to attend to your customers in real time!" January 7, 2021 5.0 I love how the system works. It integrates well with Hubspot, the workflow is smooth. It keeps a good database of leads since the messages are never gone. I also like how it gives us statistics on what is my team's response time, etc. I love how easy we can set up a business hour rule, auto-responses, and tours. So I would say, I am glad we are using the system because it is definitely an excellent tool I can't imagine having without! Pros I really like how it lets my team assist our customers in real-time! Aside from that, it lets us send pictures, links, etc and tours to help the customer troubleshoot with ease! Also, I have never encountered a bug so far. Really great tool! Cons Honestly, I couldn't think of any. It works smoothly and integrates well with Hubspot which is our CRM. This is by far an excellent tool in resolving issues aside from doing phone calls. A lot better, actually! :) Review Source Response from Intercom January 27, 2021 Thanks for letting us know about your Intercom experience Stephanie. It's so nice to hear that you're seeing such success with the tools and can't imagine life without it! Thanks again, Kate (Intercom - Customer Engagement) FS Francisco S. Developer Computer Software Used the software for: 6-12 months ### "I help my company with the support for clients and we use intercom" October 27, 2023 5.0 Pros Looks awesome for clients, and really help me to contact and solve their problems. Cons I don't have found anything less I do not like. it is good Review Source VR Verified Reviewer Account Manager Education Management Used the software for: 1-2 years ### "The industry leader for a reason, they're robust, flexible, and simple" January 27, 2019 5.0 We use intercom to run all of our customer support, live chat, email on-boarding, and sales funnels. While it doesn't exactly replace email marketing software, it overlaps quite a bit -- especially if you can put some developer resources toward it, you can build a lot of things on top of intercom with their robust API. It's a great choice for enterprise. Pros I use 2 of their products: Inbox pro for customer support, and messages for email marketing and onboarding. Both of them are fabulously powerful while at the same time very easy for anyone to use. Cons I wish the mobile app wasn't as stripped down -- there's a lot you can't do. But the browser is a great experience. Review Source TA Tanishq A. Marketing Analyst Information Technology and Services Used the software for: 1-2 years ### "Amazing live chat and customer support platform" July 29, 2021 4.0 We're using Intercom for our live chat and customer support requirements Pros I really like how Intercom can work on every page on the website and provide chat support to customers contextually. Intercom also gathers data on each step of the customer journey and I find that to be an amazing feature from a CRM perspective Cons I did not find any cons while uaing Intercom for our live chat and customer support requirements Review Source Jovan M. Head Of Marketing Computer Software Used the software for: 6-12 months ### "Software you need to keep connected customers with your service" December 3, 2019 5.0 Great customer support team in Intercom which is obvious because those people developed one of the greatest customer support tools ever. Pros The perfect tool for customer support, communication, and overall customer management. Collaboration between team members withing the Intercom going smooth and with almost no struggle. We always know who works on what, when something is finished and what waits to be finished. Cons Bugs sometimes occur on the Android app and the app suddenly stops working. Which can make confusion when I need to finish something immediately. Review Source Response from Intercom December 5, 2019 Thank you so much for your review Jovan, and I'm delighted to hear that your team are enjoying our collaboration features! I've sent your feedback on the Android App to the mobile team in here so they can look into it. Thanks again, Kate (Intercom - Customer Engagement) Oyinlola H. Community Manager Internet Used the software for: 1-2 years ### "We better address our users need." March 4, 2018 4.0 Pros Intercom merges our chats and email conversations with every user as a single conversation loop ,making it easy to review past conversations of users easily. It i the most suitable helpdesk program for targeted emails and in-app trigger messages ,making it easy for us to better address issues faced by our users. Cons There have been times when our users have complained of sending us messages on Intercom and the messages failing to send ,for basically no explainable reason.This happens when our users have tried chatting with us via a mobile web browser and we happen to be offline. Review Source VR Verified Reviewer CTO Used the software for: 2+ years ### "Amazing suite of products to complete your application" February 15, 2018 5.0 Pros I love the design of Intercom, their attention to details and the fact that it literally takes 5 minutes to integrate with your web or mobile application. The Intercom widget is ubiquitous and people already know how to interact with it! Cons Intercom has a suite of products with different scopes and it's not very clear from the beginning what product does what. The configuration settings are plenty and not very easy to navigate. Review Source Nishant G. Marketer - Inbound / Outbound Marketing and Advertising Used the software for: 2+ years ### "A good packaging but was not up to the mark solution for support" September 23, 2018 4.0 A little improvement in few features will make it the best product in the market. Pros I used their Article product. It has good interphase and a really smooth experience. A couple of things I liked about Intercom are: 1 - Elastic search on Knowledgebase. 2 - Live chat works really work with knowledge base platform 3 - UX is very clean and clutter free. 4 - Feedback feature on each article has helped a little. Cons There is a lot more which they can do around knowledge base improvement: 1- they will not give you flexibility around the knowledge base structure. 2- I need to run the knowledgebase on main domain like www.website.com/url Review Source Response from Intercom September 25, 2018 Nishant - thanks for taking the time to review Intercom and share your experience. We have some improvements on the roadmap for the Articles product which will address some of these issues - stay tuned. John AG Anne G. Head of Customer Success Farming Used the software for: 2+ years ### "Un outil indispensable pour un service CS !" December 21, 2023 5.0 Pros TOUT :) Ce logiciel est juste génial : chat, help center, messages in-app... Tout est parfait ! Cons Les features que l'on n'a pas dans son plan et qui sont visibles ;) Review Source LG Lauren G. Product support team lead Photography Used the software for: 1-2 years ### "Maybe great for sales reps/account mgrs, not so much for customer support team " September 23, 2020 3.0 Overall, features look great from afar and it’s got some powerful tools via api but diving in deeper, it wasn’t the best experience for a larger support team. I can see how this might be a powerful tool for individual sales reps or account managers, but not a support team. Pros The interface is modern and fresh looking, and it’s very easy for the customer to engage with the rep. Cons Features are really lacking for larger support teams. We tried to use this for a team of 6+ and found it inefficient and lacking core features for teams. I didn’t like the snooze option and that you have to manually close a ticket after it’s solved. I also didn’t like that the customer can see when the message is “seen” because it doesn’t set a good precedent for response time. Inboxes are cluttered and the visual organization is lacking. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) We technically didn’t switch from Zendesk entirely but decided to try it out for chat functionality Review Source Response from Intercom October 1, 2020 Thanks for taking the time to leave us this review Lauren. Your feedback here is extremely appreciated as we're constantly releasing features and updates to make sure this is a great experience for any size support team. I've made sure to relay this to our product team. Kate (Intercom - Customer Engagement) VR Verified Reviewer Customer Success Manager Information Technology and Services Used the software for: 1-2 years ### "Great for any customer success/support team! Will get you everything you need. " July 6, 2019 5.0 Pros It offers literally anything you and your CS team may need to run the department. Cons Their support team can take a bit too long to respond at times. Really holds up our team from developing new processes sometimes. They've got a lot of features so we've got a lot of questions. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Zendesk didn't offer enough of what we needed to scale our team and their UI was gross. Review Source VR Verified Reviewer Software Developer Computer Software Used the software for: 2+ years ### "Intercom" December 18, 2018 5.0 I solved in the problem with the customer support in the company where I work, the benefits is easier and faster the customer support . Pros What I like the most is how to manage users, when and where, and at what time was their last session, easy implementation. Using the support side, and easy handling of the chat on the user's side. Cons It is confusing when you send a private message from the administrator's side, it generates too many chat windows. Review Source AD Angy D. Product Ops Champion Financial Services Used the software for: 1-2 years ### "Intercom a safe option" September 30, 2020 5.0 My overall experience with Intercom was very good Pros The product is easy to use, the live chat idea is still one of the best customer support options. Cons What I like the least is that it does not have so many options to integrate other work tools to Intercom, for example creating a report in Jira, from the user chat Reason for choosing Intercom We needed something simple to integrate. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Because we wanted to test live chat support for users and easy integration for twitter and facebook Review Source Response from Intercom October 16, 2020 Thanks for leaving us this review Angy! I'm so happy to hear that your experience with Intercom has been good and that we're helping you support your customers so well. Thanks also for your feedback regarding our integrations - I know the team is having a discussion about this right now so I'll make sure to get this over to them. Thanks again, Kate (Intercom - Customer Engagement) Åke B. Founder / CEO Internet Used the software for: 2+ years ### "Wouldn't be in business without Intercom. Literally. " November 12, 2018 5.0 Having used Intercom since the very start with a handful och SaaS businesses, it's simply a no-brainer. The value you get from talking to customers and leads are worth soooo much. Pros The ability to talk to leads and customers. Being connected and personal with a business is what I value a great deal, so I'd like to do the same for my customers. Cons The cost for a small company can be high even though they have a special plan for small startups which helps. Review Source Joel Isaac M. Co Founder Computer Software Used the software for: 2+ years ### "Be in touch with your clients" August 5, 2019 5.0 no matter where I or my coworkers are if a client want support I can give it to them thanks to Intercom. Pros You can have a good and detailed report of your clients, you can be in touch with your customers in real-time with a good UI interface, you can have if a client is slipping away and a lot of other functions Cons when you are new with the platform you can be overwhelmed with all those functions that they have but they have good customer support to help you with that Review Source DM David M. Customer Success Manager Computer Software Used the software for: 2+ years ### "For all customer communications" June 1, 2022 5.0 We have used Intercom for years, and have built most of our customer communication strategies using it. It's a complete tool with comprehensive features and overall quite user-friendly. Pros I love how Intercom understands the different stages of communication with leads and customers and has solutions for all steps. Its set of features really interconnects and offers opportunities to engage with customers at the right times for the right reasons. Cons Being a customer-centric company, I'd love to have shorter waiting times when contacting support for questions or some help. But that's probably nitpicking. Review Source AS Andrew S. Marketing Manager Computer Software Used the software for: 1-2 years ### "Good product, lousy customer service" October 14, 2020 4.0 Customer onboarding and customer conversion. Pros It's good at giving a full picture of customer behavior and can have some very granular targeting features both at an user and company level. Being able to enroll and unenroll users in campaigns if anyone at their company takes an action is amazing Cons \-Customer service can take over a week to reply to issues that are brought up. -It lacks really common features like being able to BCC emails send from it to a CRM -Features are often released that are buggy. -Intercom is very slow to implemented much needed features. Review Source Response from Intercom October 28, 2020 Thanks for leaving us this review Andrew. I'm happy to hear you're enjoying our campaign messaging capabilities, and hope you've had a chance to check out our latest release Series. Thanks too for your feedback regarding our support waits times. These are unusually long at the moment and not acceptable so we are making real strides in getting back to our regular service level. I'll also make sure to pass your product feedback on to the team here. Thanks again, Kate (Intercom - Customer Engagement) Millicent F. Marketing & Customer Success Accounting Used the software for: 1-2 years ### "Forever impressed by Intercom!" November 13, 2018 5.0 Intercom is effortlessly beautiful for both the customer and customer success team. Every interaction with Intercom is enjoyable. The product achieves the perfect equilibrium of functionality and personality. Pros The inbox is simple, the campaign capability is advanced and we love the new Help Centre. I'm also impressed with the Operator bot. Nice to see automation tangibly coming into play. Cons I'd like to be able to automate responses to campaigns better than what is currently available. Particularly when customers respond to an auto message with an emoji. The custom bot doesn't quite achieve this yet. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.