# Page 16 | Intercom Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 16 - 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 16 - Reviews of Intercom ## Showing most helpful reviews Showing 376-400 of 1131 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use ZW Zahid W. Procurement Buyer Chemicals Used the software for: 2+ years ### "Intercom important tools" April 25, 2023 4.0 Overall I feel intercom is a very good tools for sells and marketing. Pros Most impactful feature in intercom is..1. live chat2.user segmentation3. customizable chatbot4. automated messages yes I feel this user friendly and intuitive platform. Cons In intercom some features can be improved.1. User interface2. customization.3.integration4. search function Review Source JR Johanna R. Consultant Management Consulting Used the software for: 2+ years ### "Intercom unterstützt in der täglichen Kommunikation mit Kunden & Lieferanten" September 24, 2022 5.0 Pros Durch die Nutzung der Software hat sich unsere Kommunikation mit Kunden und Lieferanten verbessert. Cons Es gibt mittlerweile so viele neue Integrationen und Weiterentwicklungen, dass man fast zu viele Funktions- und Einstellungsmöglichkeiten hat. Review Source VR Verified Reviewer Operations Coordinator Hospital & Health Care Used the software for: 6-12 months ### "Great Software for Interacting with Users" November 19, 2018 5.0 Excellent experience tracking users from end-to-end. Pros I love the versatility of the tools, and how they mesh with each other. Tracks as much intricate user activity as we need. Message campaigns have strong customization abilities, and good activity tracking once messages are sent. Helps us to get to know our users better, and, in turn, serve them better. Cons Almost every time I'm notified about Product Changes, these changes are available only for additional fees. It would be nice to be notified about updates to features I'm already using (and loving). It's a bit disappointing to only be notified when they'd like to tempt me to increase my plan. However, this is just a minor complaint - overall I'm satisfied! Review Source KN Kamal N. Business Development Manager Information Technology and Services Used the software for: 2+ years ### "Intercom Review from Customer relationship team" November 18, 2022 5.0 Pros Mobile friendlyAbility to turn on and off the availability of a person and reassigning the chatsCreating groups of chatsSends instant notificationAbility to integrate with various tools - Gmail, ticketing software and CRM's Cons Lack of own ticketing featureThere are bugs in the with data missing with CRM integrationsTracking down or search old conversations are difficult. Poor search feature Review Source VR Verified Reviewer Client Success Advisor Computer Software Used the software for: 6-12 months ### "Intercom Review" April 12, 2019 5.0 Intercom is great for my company to connect with our clients at one time to ensure that each client feels they are important to us, as they are. It allows them to chat with us and ask for help when needed and allows us to easily answer and help them. Pros Intercom is a great way to create campaigns to send out to clients at one time. This allows us to contact each client at one time with one simple email. Also, the chat feature is a great way for our clients to connect with us when they have questions on their account. Cons Sometimes, there are cases where I send the wrong chat to the wrong client. I wish there was a quick way to undo the sending of the chat. This would allow me to ensure that the messages I am sending are going to the correct people. Review Source VR Verified Reviewer Owner Computer Software Used the software for: 6-12 months ### "Great live chat and knowledge base system" March 3, 2020 5.0 It's much easier to handle user tickets with Intercom than it was with our previous live chat solution. Pros It works, is absolutely all over the internet, and has good support. I really like using it to help customers solve any problems they are facing. Cons It's very cost prohibitive compared to other solutions, but you get what you pay for. Whether or not the cost is justified remains to be seen. Review Source Response from Intercom March 23, 2020 We always love hearing that we're making life easier for our customers! Thanks so much for taking the time to give us your feedback. Kate (Intercom - Customer Engagement) ravi R. Associate Software Developer Computer Software Used the software for: 6-12 months ### "Great tool to talk to clients" August 22, 2018 4.0 We take feedbacks from customers with the help of intercom and resolve the issues they are facing through specified teams. We also manage to get leads through it. Pros It is easy to manage all the questions of customers and handling by specific teams with the help of intercom. It enhances our user leads and automates the process of ours to find the clients. We can easliy track all users with the help of automated emails. Cons Sometimes it stalls workflow as there is the bulk edit feature for the excel files which is not provided in it. Other features are more than average. Review Source Response from Intercom August 24, 2018 Thanks for taking the time to review Ravi. Glad to hear that you are getting so much value out of the Intercom platform. We'll make sure you feedback on the bulk edit feature reaches the right product team. OB Olivier B. Support Specialist Computer Software Used the software for: 2+ years ### "Great marketing tool, but average for ticketing and conversations themselves" December 5, 2019 4.0 Intercom is great at automating some processes and marketing efforts. However, in some areas, it feels like it tries to be a jack-of-all-trades too much and falls short of expectations in ticketing (for example). Pros \- Great tool to listen to events and act on them - Multiple features around automatic conversations or messages with custom conditions Cons \- Conversations and ticketing in general is average but not great (better conversation view for a given user, regroup easily tickets, CRM-like capabilities) Review Source VR Verified Reviewer Customer Support Agent Information Technology and Services Used the software for: 6-12 months ### "Efficient and effective software" November 19, 2018 5.0 I'm working in Customer Support for a SaaS tech startup. It's important to have software that allows you to jump in chat quickly to answer questions and concerns. Pros \-Easy to navigate -The separation of colors and sections allows for better organization of software -Love the ratings/comments feature --> allows you to gather necessary feedback of the customer support team Cons \-When the conversation ends, the conversation should not be able to be re-opened by the customer. It should be required for customers to start a new conversation. -Customers should not be able to keep changing the ratings depending on whether they liked the response they may have received once the conversation was closed and they've reached out again. Review Source VR Verified Reviewer Student Advisor Higher Education Used the software for: 6-12 months ### "Great for many uses " November 9, 2018 4.0 Overall, this is a great solution for interacting with customers! Also, customer support is friendly and helpful. Pros The ability to purchase features as add-ons depending on what you need is fantastic. You also have a lot of control over how you interact with customers, which is great and suits many different business needs. Cons For all of the control features you have for every other aspect of the software, there aren't many controls available for notifications. Sometimes they are spotty at best and it can be glitchy, which sometimes causes in dropping conversations or missing them. Review Source Response from Intercom December 5, 2018 Appreciate the review! Great to hear the flexibility of our solution is of value to your team. Can I ask what type of controls you are looking for re: notifications? VR Verified Reviewer Senior Customer Support Specialist Computer Software Used the software for: 1-2 years ### "A great chatting application for your website" August 31, 2019 5.0 I would advise this tool to be used by startups as a good initial tool for chat. Pros The application offers just what you need - a chatting solution for your customer support. It integrates into your page and works great both on phone and on web. It has the option to provide you with individual feedback, statistics, chat-bot etc. Cons The costs are quite high, especially if you are running a big customer support team with each having their own individual accounts. The support does not respond to direct questions sometimes. However, the application does what it needs to do. Review Source Kamil R. CEO & Founder Used the software for: 2+ years ### "Great support tool, misses a few things for CS or sales" March 8, 2018 4.0 My company can provide excellent support to our customers. Pros Everything that supports conversations with users, integrations, automation. They introduced reports not long ago and they are great. Cons Could be releasing updates more often, especially in the fields of automation and bots - this is something that competition does better for the moment but I hope they will manage to get there. Review Source JG Joshua G. Support Manager Real Estate Used the software for: 2+ years ### "Great software!" November 14, 2018 5.0 Amazing. Felt like there were some scaling issues for a little bit, but overall our experience has been rock solid. Pros Intercom is super fast to set up and integrate. We rolled it out on 2 custom platforms and a wordpress site without issue. Their support team is amazing and responsive to user feedback. (I use their conversations with me as an example to our support team sometimes) Love their introduction methods for new and beta features. The integration of each IC product with our custom software cut an incredible amount of time out of our workflow. Cons The reporting is probably the least prolific part of the software. When using messages to email customers or sales leads, as of 11/14/2018 there isn't an option to check for duplicate emails while sending messages out if your user/lead records have UUIDs imported from custom software. The only lack of feature that I felt was big enough to bring up in a review as the team is generally very receptive to our input. Review Source VR Verified Reviewer Test Engineer Computer Software Used the software for: 1-2 years ### "Intercom definitely improved over the years." March 31, 2020 5.0 Our experience with Intercom has been great so far and we will continue to use the platform in the future Pros We use Intercom inside our Medical application to assist our customers with their queries. What started as just a customer service app for us turned out to be a lead nurturing tool. The functionalities are great and the updates Intercom team brings out if also nice. Cons One of the things, I dislike about Intercom is the lack of proper reporting, however there is a work around with Zapier but having to use Zapier for everything is a task. Review Source Response from Intercom April 8, 2020 I want to say a big 'Thank You' from both myself and the rest of the team at Intercom for taking the time to write this, especially during what I can only imagine is a very busy time for a Medical application. I'm so happy to hear that your Intercom experience has been a great one! I'll make sure to pass your feedback on reporting to our product team as showing you the value that Intercom is providing your business is one of our top priorities. Thanks again! Kate (Intercom - Customer Engagement) jacob C. ecommerce analyst Internet Used the software for: 6-12 months ### "Growth Accelerator!" July 18, 2019 5.0 Allows us to rapidly resolve issues w/ our customers. Software integrations allow us to resolve those issues more quickly than before - efficiency is always beneficial in business. Overall it's been a great experience, and would recommend this software to anyone who has a need for it. Try it out! Pros Has features not available in competing software. The integration with multiple other software suites is also extremely beneficial. Targeting certain customer segments is something that really helps out our business as well. That's something we couldn't do with the software Intercom was replacing. It's easy to setup and use, onboarding is a breeze. That's always a plus w/ software. Cons We'd like to be able to customize a few more things. Already have contacted them with our suggestions and received a handwritten response as opposed to a copy/paste "we hear you" email. That's always nice to see, but another con is that our communication w/ them has had response times that are less than quick. That could be improved, but luckily we haven't had very much of a need to contact their team. Review Source SG Sundeep G. WaveMaker Consultant Computer Software Used the software for: 1-2 years ### "Intercom will always in one of the choices if you are looking for a customer nurturing platform." August 29, 2018 4.0 Pros Intercom with its easy to use interface and powerful features is easily one the of the best tools for customer nurturing. It has set a new standard for all the software makers in terms of functionality and also marketing. Intercom offers great integrations but sometimes it gets a little overwhelming with a lot of features. They are always in touch with their customers updating them about the releases and new features which are being updated very frequently. Intercom is a great product and I believe that when choosing a customer nurturing platform, Intercom has to be a choice. Cons Intercom is great if but it gets costly as you keep adding users. If there is no proper integration with the product, all the data will be garbage and it would not be very useful. Since there are a lot of features that get added very often, sometime it becomes a little confusing as to what the tool actually is capable of. Review Source VR Verified Reviewer iOS developer Computer Software Used the software for: 1-2 years ### "Aloows you to creata powerful experience for your users. " April 22, 2022 5.0 Awesome experience. It is a worth investment if you want to be more customer-driven. Pros We have been adding intercom to our websites. It's great because you can communicate with your users directly while they are on your website. You can enrich your data about them, tag people on conversations, add tags for you to track down your most reported issues and most asked questions, etc. You can also create some articles for them to self-help themselves if they have some questions. There is so many things you can do with it. Cons You have a vast range of options on how to use Intercom. Better to put a support manager on it for it to reach its full use potential. Review Source VR Verified Reviewer Operations Director Used the software for: 1-2 years ### "Fantastic chat app, one of the best in it's league." May 10, 2018 5.0 Pros What I like most about this software is that it allows us to deliver quality customer support for all of our apps in real time. Also, it's reporting and data collection features are second to none. Cons What I like least about this software is the clarify of fees/charges. We were surprised by the amount we were being charged due to a lack of clarity on product pricing. It wasn't clear about how they charge you per month. Once we understood, it was easy to see the value, but it would be good for users to know up front. Review Source Adanne A. Process Analyst Used the software for: 1-2 years ### "Most advanced live chat solution." May 19, 2018 5.0 Pros Intercom enable us easily generate sales leads and trigger web visitors to take action via targeted chat and in-app messages triggered by duration ,website or app location and past user behavior. Intercom integrates perfectly with Crm solutions like Salesforce ,even though it is almost like a CRM in itself. Cons We have had complaints from web visitors in time past of them attempting to send us messages when we are offline and the message failing to send through. This happen on rare occasions but I can confirm it does. Review Source VR Verified Reviewer Creative Director Printing Used the software for: 1-2 years ### "Such an easy to use software" June 1, 2018 5.0 This software gave us the best overall view of our customer experience and gives them a great point of contact where they get a response within minutes. Pros We love that this gives us an overall look at our customer experience. It shows us what pages they most recently viewed and what customers maybe have not visited our site for a while. Cons It's hard to say what I like least about the software because there isn't much. One thing I wish there was more of was the ability to collab on a conversation with other employees instead of communicating with notes. Review Source AV Anne V. Head of Customer Care Consumer Services Used the software for: 2+ years ### "Makes Everything Easier" September 18, 2017 5.0 This allows us to provide top notch customer service while maintaining an organized system on the back end that would only be a headache anywhere else. We are able to flow live chats and email tickets as well as any other inbound activity to one main hub. Pros I love Intercom - nearly every function it has makes my job easier, and it makes sharing information between teams regarding a single customer really easy. Bonus functions like notes/mentions, giphys, and integrations with other software systems we use really make it the best thing since sliced bread. Cons The messenger app. We use our own live chat system and maintain use of Intercom for email communication only. Unfortunately the messenger app looks and feels exactly like live chat, which we do not want, because we use it for email communication. Users perceive it as chat, and when they do not get an immediate reply they get frustrated. I have been told that this cannot be turned off nor is there any solution for us regarding this problem. Review Source Cameron L. Chief Sports Used the software for: 2+ years ### "Best Tool for the Jobs" December 21, 2018 4.0 Intercom solved many of my problems for me early on in the development of my SaaS platform and saved me a lot of time and effort. Pros It's broad range of features for looking after my customers. On site chat, onboarding, support and help docs Cons They've slowly been raising the price of the software and clearly targeting businesses with bigger markets which has been putting us under a bit of pressure Review Source Modupe D. Java Engineer Industrial Automation Used the software for: 1-2 years ### "More than an helpdesk program " April 9, 2018 5.0 Pros Intercom makes it easy to promote sales leads and trigger users to take action via targeted email, and in-app information triggered by time or website location. It integrates well with some of our favourite tools like Salesforce. Overall,Intercom is surely more than just an helpdesk program : as it provides us some email marketing feature too. Cons There have been times where we have been offline and web visitors have had issues sending us messages. which in such case is sent as a ticket.This happens very often. Review Source Fernando P. Head Of Customer Experience Computer Software Used the software for: 6-12 months ### "We use Intercom to engage with our customers through chat and messages" November 10, 2017 4.0 Easy way to integrate with my system and communicate with our customers. Pros Easy to use, you can learn very quickly about almost all features. You can easily edit the information about your team, like work hours, automatic messagens, time to answer, segment your customers based on a lot of different features and create rules to automatize the communication. Cons They take a few hours to answer in the customer service, sometimes It is not good to wait this time to solve some problem or have an answer from their team. Also I would like more options to create flows of automatic communications, also would be great to provide ways to calculate customer health scores and track this overtime. Review Source RG Rachel G. Digital Marketing Coordinator Music Used the software for: 2+ years ### "A Great "CRM Lite"" November 12, 2018 3.0 I haven't explored other chat platforms, but Intercom is good. It's pricey, but it definitely opens up your knowledge to what chat features you want and need. Pros I like that this software offers a lot of different features. It's an email inbox, messaging outreach tool, customer information database, etc. You'll quickly learn what features work and don't work for your company. Cons The pricing structure is BIZARRE. It changes every quarter. Some months we spend close to 1k, other's we're spending 200. You also have to pay for every little feature, which is frustrating when you want to try things out and not have to be constricted to a "2 week trial period." It's getting more and more expensive to keep this tool, which is a bummer since it's nice. I also wish we had an account rep, so we had someone who knows our history with Intercom and how my company uses it. Talking to a new person every time i need help isn't the best way to build a relationship with a company. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.