# Page 18 | Intercom Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 18 - 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 18 - Reviews of Intercom ## Showing most helpful reviews Showing 426-450 of 1131 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Jyothish J. Digital Marketing Manager Computer Software Used the software for: 1-2 years ### "The best tool available in the market to service and engage your customers" January 23, 2019 4.0 Intercom is a must-use tool for products who communicate, service and engage with their customers on a constant basis. However the integration was some effort and took time. Pros We were able to utilize all the features of the platform to engage with our customers while serving them effectively. The platform is easy to use, have an intuitive UI and the reports generated are very useful. Cons The integration took some effort and needed extensive support from the vendor as well as the internal product team. Review Source VR Verified Reviewer Co-Founder Used the software for: 1-2 years ### "Excellent customer messaging and development solution" May 26, 2018 5.0 Pros Super easy to chat with customers when they're considering purchase, and customers after they've signed up too. Rules to help set up appropriate auto-messages help us do this contextually. Cons Messaging rules and behaviors are still pretty rudimentary, so you can't be too programmatic about it (e.g. after a user completes a custom action on website, message them - or only message during certain times of day). But I assume they will only continue to develop this! Review Source CS Chris S. Co-Founder Photography Used the software for: 1-2 years ### "A great, all-inclusive app for our SaaS app" January 15, 2019 5.0 This is a you-get-what-you-pay-for industry (chat software), and you can get a lot with Intercom. But man, it's expensive especially for a smaller company. We've honestly tried a lot of customer support software and even after trying other software while paying for Intercom, we've stuck with Intercom because of all the features. Their customer support hasn't been extremely memorable, but I have not had any concerns or issues. Pros We primarily use Intercom for live chat, pop-up chats, and help documentation. We've also connected email and Facebook Messenger. I use this all day every day for customer support. Bonus, I can send a one-off reply on my Apple Watch to a live chat! Cons Other than it being quite expensive, the only two gripes I have are not being able to send a one-off email to someone not already in our system, and not being able to see images in emails. And being in the photography industry it makes this quite inconvenient! Review Source Orit S. Digital Manager Individual & Family Services Used the software for: 2+ years ### "Organized customer applications" April 23, 2019 5.0 Pros Easy to implement easy to, easy to use among different users. No need for users training, two minutes discusstion and any user can use. Cons Pricing model is not suitable for profie of one application for user. Need to delete applicants frequently or continue to pay for them even when they are not active. Review Source Amy D. Customer Success Manager Online Media Used the software for: 1-2 years ### "Intercom, the all in one tool" November 12, 2018 5.0 The intercom team is amazingly helpful. They give us all the help we ever need and all the tools we would ever want. My wish is the cost would be better so we could use it for all 4 of our brands. Pros Ease of use, the triggers to set for campaigns are great. Reporting it easy to see, manual and auto messaging is great. Cons We cant set up recurring email campaigns to the same cluster. Pricing has changed dramatically since we started using it and we cant add our other company to it because of cost. Review Source NIÑO G. Proprietor Broadcast Media Used the software for: 6-12 months ### "Top Rated!" February 16, 2018 5.0 Pros Working as a virtual assistant collaborating with employees across the globe is something that is with great advantage. Intercom is our number one communication channel with our customers. The feature that I truly appreciate so much is the ability to integrate with our company websites. Its chat feature is impressive because it allows customers and leads to interact with support agents 24/7 without making a single phone call. Cons What I have been looking from Intercom is the ability to identify the 1st response time the moment a customer chats in and the average handling time for every ticket logged. Review Source SB Sebastian B. Customer Support Agent Computer Software Used the software for: 1-2 years ### "Great tool for direct Customer support" February 20, 2023 4.0 Pros Intercom allows us to directly support our users on our platform. The implementation into our own support structure and tools allow us to fastly support our users. Cons I would like to have a deeper look at my performance data. Having all the relevant data for me for further processing would be a great benefit. Review Source HS Hayward S. Customer Success Lead Computer Software Used the software for: 1-2 years ### "intercom does so much more than just chat" September 22, 2020 5.0 Overall, this is a great tool. If you do customer support, this is a great way to get started. It even connects to JIRA! I'm a fan. Pros WOW. When I started with this tool, I was just beginning to work with clients via chat. We were starting with a new software, and I didn't know what to do. My manager introduced me to Intercom, and I've come to love the tool. It's easy to use, quickly able to manage the work that comes up, and organized enough for me to not only chat with clients, but manage an internal marketing campaign with the tool. Cons There's not a ton to dislike, but they also use the tool to share information. Sometimes its a little TMI, but it's an effective way to build communications. Review Source Response from Intercom September 30, 2020 Thanks for taking the time to leave us this review Hayward :) It's great to hear that you've found Intercom easy to use and a great tool for customer support. Thanks again, Kate (Intercom - Customer Engagement) Justin P. Chief Technology Officer / Head of Product Used the software for: 2+ years ### "Strong customer engagement tool with traditional support tools as a bonus" July 13, 2018 4.0 Pros \- Nice User Interface - Easy integration with APIs and drop in scripts - Seamless experience for customers across services, emails, chat, in app support and knowledge centre Cons \- Lack of roadmap visibility - Good at many things, not great at one thing. - Lack of internationalisation support Review Source MS Magali S. Project Manager Motion Pictures and Film Used the software for: 6-12 months ### "Tо рrеfеr Intеrсоm mеаns tо рrеfеr rоbust соmmunісаtіоn аnd grеаt рrоduсtіvіtу" February 20, 2019 4.0 Pros Whеn а usеr sеnds а rеquеst tо thе соmраnу thrоugh Intеrсоm, thе рlаtfоrm рrосеssеs thе mеssаgе аnd sеnds іt tо thе еmрlоуее whо саn rеsроnd tо іt. Thе sуstеm іs bаsеd оn sеvеrаl fасtоrs: thе sресіfісіtу оf thе rеquеst (thеrе іs аn орроrtunіtу tо sеt kеуwоrds fоr еасh dераrtmеnt оr еmрlоуее), thе usеr's tіmе оn thе sіtе, іnfоrmаtіоn аbоut whо thе сlіеnt sроkе wіth lаst tіmе hе vіsіtеd thе sіtе, аnd оthеr dаtа. Thіs sсhеmе sееms tо bе рrеttу lоgісаl, but оnlу fоr Intеrсоm. Wе mаіntаіn thе quаlіtу, thаt’s whу wе рrеfеr Intеrсоm. Cons All оnlіnе сhаt rооms wіth whісh wе hаvе еvеr wоrkеd lооk рrеttу аlіkе. But thеу аrе іndіstіnguіshаblе frоm еасh оthеr аnd іntеrсhаngеаblе. Thеу оnlу wоrk hеrе аnd nоw, іf уоu сlоsе thе tаb - аll іnfоrmаtіоn wіll bе lоst. Mоst оftеn, ореrаtоrs rеsроnd wіth а dеlау bесаusе thеу dо nоt hаvе thе nесеssаrу іnfоrmаtіоn оr соmmunісаtе wіth tоо mаnу сustоmеrs. And іn thіs реrsресtіvе, Intеrсоm dоеsn’t suffеr frоm thе lоw еffесtіvеnеss оf соmmunісаtіоn. Review Source VR Verified Reviewer Admissions Advisor Education Management Used the software for: 1-2 years ### "Gets the job done" November 27, 2018 4.0 Intercom chat has been incredibly valuable for our customers to get answers ASAP, particulary when email inboxes get backed up. Pros Intercom does exactly what we need it to do. We've never had notable technical issues and customer support is helpful. The FAQ section was a tememndous help for our business. Cons It seems that they tried out a lot of changes in a short period of time, and not all of them were so great. Overall, though, it maintains satisfactory functionality. Review Source MUM Morale Ugan M. Student mentor Mechanical or Industrial Engineering Used the software for: 1-2 years ### "Connects with your customers." November 6, 2022 5.0 It's a very great software for when you have a business so that you can connect with your clients. Pros It allows you to keep track of your customers conversation which will improve customer support and integration with your clients. Cons It gets a little bit costly to maintain but other than that I love the software. Review Source VR Verified Reviewer Co-Founder Computer Software Used the software for: 2+ years ### "We are able to keep up with our customers, and convert new users." July 9, 2018 5.0 Pros We love the ability to chat with all users currently on our site. This helps us walk new users through the process and help our conversion rate significantly. Cons A few years ago the pricing was way too high for us, but recently they lowered the price so it is more affordable for us now. Review Source Christopher C. Marketing Photography Used the software for: Less than 6 months ### "Best live chat solution on the market" November 21, 2019 5.0 Pros Intercom provides an unmatched quality of UX, front-end UX, pop-up, user tracking, and CRM integration and control. Many other solutions try to provide an in-app CRM, however, Intercom has truly perfected it. Cons We have loved most parts, coming from a different product we would like to be able to customize the widget itself. Additionally, the ability to customize your mail-from domain rather than their user-generated domain which doesn't look pretty. Review Source Response from Intercom November 27, 2019 Thank you so much for taking the time to review Intercom Christopher! It's so great to hear you're finding success with our solutions. I also have some good news for you. You do have the option to customize your messenger, and you can also change your outbound email address to your own custom domain. I'll contact you directly with the details. Kate - Customer Engagement VR Verified Reviewer Senior Full Stack Used the software for: 1-2 years ### "The best system to communicate with your customers" November 8, 2017 5.0 The communication system for you and your business Pros It has many ways to use it and customize it, also having the capabilities that your API offers you can use it for practically any company whatever your needs. Cons Maybe the only thing I can say is that the price is somewhat high, since being based on the number of customers, is something delicate for startups that try to capture as many people as possible without worrying about amortizing them. Review Source Nikita R. VP of Product Used the software for: 2+ years ### "Great tool to speak with your customers" November 10, 2017 5.0 Pros \- Integration with great amount of services (Facebook, Email, etc) - Easy to use - Great design - New features development - Customer Support - Stability Cons \- Cost - Some features are not developing right now (e.g. they are not going to support multilanguage for articles) Review Source VR Verified Reviewer Head of Marketing & Growth Computer Software Used the software for: 1-2 years ### "what's not to like about intercom?" October 31, 2018 5.0 I use it in every phase of a buyers journey. Early on for generating leads and answering prospects' questions, onboarding, and later customers success and upselling. Pros I really enjoy using Intercom. NEW bots features are amazing. The information that you see on their website easily translates into what they provide inside their product. So the expectations are met 100%. Cons It's hard for me to name one. Wonderful experience at every level. Review Source Response from Intercom November 2, 2018 What's not to like about this review? :-) Benjamin L. CRO Project Manager Marketing and Advertising Used the software for: 1-2 years ### "Great platform for Customer Service" August 17, 2017 5.0 Pros Nice interface for customers, Easy to communicate with customers. Nice to have the possibility to trigger events using other tools like Mixpanel. Easy to create automated messages. Cons Lack of information on whether an email can be sent once / twice etc. Not the most intuitive interface for the organisation side. Shame you can't exclude people who received a sequence of email without having to tag them (unless I am wrong) Review Source Colten L. AE Used the software for: 2+ years ### "We use this all the time for sales and marketing to engage with current customers and prospects." July 24, 2018 4.0 Pros I like that we can engage with prospects straight from the sight, and it's easy enough to use on your phone like text. Cons I haven't liked the new interface they released a couple of months ago. It's not as fluid as the old one. The old one was more appealing and easier to use. Review Source Camille B. Head of Sales & Marketing E-Learning Used the software for: 6-12 months ### "Great for customer activation but not usable as a CRM." February 12, 2022 4.0 Pros Customer activation is great and the ease of use of Intercom is great aswell. Cons It lacks key features to be a CRM tool and the value for money just isn't there. Review Source Brett M. Business Development Representative Computer Software Used the software for: 6-12 months ### "Perfect way for visitors on your site to speak with you quickly and easily" October 23, 2019 5.0 I have had a great experience and I really hope they keep implementing this fantastic solution. Pros My favorite solution that intercom provides is if someone ends up leaving your site, you can still send a message through intercom and it will be delivered to the visitor through email! Also, it gives you the ability to use gif's if that is your style Cons I love this product 100% and highly recommend it, but if I have to come up with something I like least it would be that roughly once a week, it will take like 30-45 seconds to load the system (which isn't a big deal) and it is very random when it does it Review Source Swapnil D. Founder and Director Computer Software Used the software for: 6-12 months ### "Best tool to simplify live chat, customer support, onboarding of new clients" December 12, 2018 5.0 Pros Great tool to automate your customer support, prospect enquiries, lead management. They have chatbots which is very powerful and easy to customize and use. We have been using this tool for quite some time and our lead management, customer onboarding has simplified. Chatbots are working perfectly to quality prospects easily. Cons They have good plans for startups or new companies to try it out for least price but overall pricing is higher. I does not provide details like how many pages user has visited or other activity details, I would love to see those details in the platform Review Source VR Verified Reviewer Customer Success Manager Computer Software Used the software for: 1-2 years ### "Make and Keep Customers Happy" January 15, 2019 5.0 Pros Our support team lives up to the reputation of one of the quickest response times among SAS companies and Intercom is one of the tools that makes this possible. Integrates so well with our CRM and allows our customers to ask any question whenever help is needed. Cons When we first started using the system the shortcuts were a little funky and had to get used to them or turn them off to avoid sending a reply before done typing Review Source GS Grant S. CEO Computer Software Used the software for: 2+ years ### "Essential if you are building a SaaS App" January 17, 2018 5.0 Pros Intercom is specifically designed to support SaaS applications. If you sell software as a subscription, your users develop a relationship with your software. Intercom allows you to be apart of that relationship. I love being able to see when my users are logged in, statistics about how they are using the system, and chatting with them. I have found that very few users abuse the system. I thought that this would be a bigger issue, but it has not been. Cons Occasionally Intercom has had issues with spam. It has taken a week or two to adjust the filters to catch the spam. However, they did a good job communicating progress and spam hasn't been an issue. Review Source VR Verified Reviewer customer success Animation Used the software for: 1-2 years ### "My Experience with Intercom" November 12, 2018 4.0 Pros The features really impressed me a lot. Especially the custom bots and answer bot were impressive and we are thinking about buying it for our purpose where we believe it will greatly improve our response rate. Cons The app response rate kind of punches me in the face at times. Also, it would be good if there is a customized rating feature where we can choose the type of rating we would request the customer to rate us on. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.