# Page 19 | Intercom Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 19 - 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 19 - Reviews of Intercom ## Showing most helpful reviews Showing 451-475 of 1131 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer Co-Founder Used the software for: 2+ years ### "Decent product but support is slow and not helpful." October 5, 2017 4.0 Pros Easy to get started and customize data we send to them. Filtering within their UI is nice and helps our support team find customers quickly. Cons It is very costly for what it does. There are many other similar pieces of software for about the same price that can do more. Review Source VR Verified Reviewer Engineering Manager Health, Wellness and Fitness Used the software for: 2+ years ### "Intercom For e-commerce platforms" October 6, 2020 5.0 Great tool to work with. easy integrations. A must for web applications. Pros Great tool, easy integration. great UX, and features (targeted messages, general notifications). Dashboard with users data Cons I think its a great tool, could have some better BI capabilities. Other than that - easy integration and great experience. Review Source Response from Intercom October 19, 2020 I really appreciate you taking the time to review Intercom, and for letting us know you're enjoying the UX, features and dashboards. We always welcome feedback and would love to hear more about your Business Intelligence asks. We have a few projects in the works that could benefit so please get in touch via the Intercom messenger with more detail :) Thanks, Kate (Intercom - Customer Engagement) HB Holly B. Technical Specialist Program Development Used the software for: 6-12 months ### "Great software" March 26, 2020 5.0 Everytime we as a company have reached out to intercom support they are always responsive and willing to help. Pros The thing I like most about Intercom is the ease of use. the visibility of all your messages right in front of you saves you time and simplifies your work load. I also love the functionality of how you can sync Intercom up with Gmail, doing this will forward all emails that come to your Gmail to your intercom. Cons The one functionality about intercom that I like least is how the email address(s) on the other end of the thread will be notified when you close or reassign a conversation to a different person. This can create a bad customer experiences as they are notified of the steps we take on their email request. Review Source Response from Intercom April 1, 2020 Thanks for leaving us this detailed review Holly! I love hearing that you've found Intercom easy to use and are being supported so well by our team. That's really great feedback on the visibility of actions in email threads so I've made sure to flag this with our product team. Thanks again, Kate (Intercom - Customer Engagement) Colton D. Customer Experience Manager Used the software for: 1-2 years ### "Intercom has been a great way to bridge the gap to our customers." November 27, 2017 5.0 Pros Being able to quickly and efficiently communicate with our customers is a big help. Allowing customers to chat in even when we are offline is also a great way to always insure that their issue or concern will always be addressed. Cons I dislike that you have to purchase a separate installation for each website that you have if you want to customize the end-user experience to match the website they are currently on. Review Source VR Verified Reviewer Marketing Director Computer Software Used the software for: 1-2 years ### "Intercom is pretty awesome. I just wish they hadn't changed their UI." May 31, 2018 5.0 User tracking bliss and segmented messaging depending on where a user is during the onboarding process. Pros The platform allows you to A/B test all kinds of messaging via a native app chat bubble or email series and helps you track user engagement in an extremely user-friendly manner. Cons Support time wasn't as fast as I liked and the new mandatory UI change was not welcome. Setting up strings (rules) isn't easy without a decent tech background. Review Source VR Verified Reviewer Customer Success Manager Internet Used the software for: Less than 6 months ### "Lots of funcionalities" February 20, 2023 4.0 I used to use Intercom as to livechat with customers, who were looking technical support whilst using our product. We also utilized its capabilities to create articles/knowledge base, as well as to automate messages as someone viewed the articles. Pros \- Easy-to-use interface to chat with the customers,- Dividing new conversations between agents is also fairly easy,- Editing text in the knowledge base is flexible, and you can add videos too!- You can integrate all the features to display more knowledge base articles in automated messages based on rules. Cons \- Automated bot flows were not flexible enough for us, so after a while, we decided to stop using them.- There was no option to limit the number of times the bot has been triggered;- Overall, it's quite an expensive tool. Review Source Shiv S. Head of Content Computer Software Used the software for: 2+ years ### "Perhaps the most useful software for user engagement." December 9, 2017 5.0 Pros It packs serious power, allowing us to do comprehensive user engagement. It's UI is squeaky clean and all the buttons are where you'd expect them to be. Cons It does get more expensive as your business grows. You need to be prepared for that when you sign up. Review Source Dan O. ceo Internet Used the software for: 2+ years ### "Great product for customer interaction" July 2, 2019 5.0 Pros We've leveraged them over the past 4 years and they continue to innovate. We're heavy user of the messaging and help center functionality Cons The pricing structure has gotten a little confusing over the years but can happen with a quickly innovating business Review Source Nikhil P. Digital Marketing Manager Used the software for: 1-2 years ### "Intercom is simply outstanding" December 11, 2017 5.0 Pros We started using Intercom for the in-app chat. Pretty soon we started using it for everything else. Lead-nurturing mails, notifications, and even our customer behavior metrics are taken from Intercom now. Cons There's too many features in Intercom and many new features keep getting added. A dedicated account manager would be great to identify our requirements. We would save time exploring other products. Review Source RA Raissa A. People & Culture Manager Information Technology and Services Used the software for: 2+ years ### "Intercom is the cheapest solution but it comes with a price" February 23, 2021 5.0 It's a good product for small companies. I wouldnt use it if my company had more than 10k customers and more than 50 agents. Pros It is easy to use and train our advisors on how to use it. It has a mid tier costumization that allow us to creat tags, different campaigns and measure CSAT. Cons Probably once a month the platform is down and we have to find other ways to communicate with our customers. Review Source Response from Intercom March 4, 2021 Hi Raissa, thanks for leaving us this review. It's great to hear that you've found Intercom so easy to use. I'm sorry to hear you've been experiencing downtime - I'll make sure to bring this to the attention of our Product Team as the quality fo our product is something we take great pride in. Thanks again, Kate (Intercom - Customer Experience) Alexandre B. Head of Customer Success at Lodgify Computer Software Used the software for: 1-2 years ### "OK for sales, Horrible for support" February 7, 2019 2.0 My experience from a support perspective with intercom has been BAD Frequent outages with no alerts, no help, reporting is the worse, pricing has increased dramatically which makes it a really bad option as opposed to Zendesk or even Freshdesk for support Does the Job for sales Pros \-Ease of use -Design -Original pricing -Integrations Cons \-Reporting is ATROCIOUS -Ticket Assignment is Bad -Support is poor -Limited features -Not for ticketing/support -Regular bugs/outages Review Source DG Dale G. Marketing Manager Retail Used the software for: 1-2 years ### "Live Chat for the Modern Age" September 18, 2018 5.0 Intercom has completely opened up a new communication method to a customer who is at a different point in the buying stage. It allows us to engage and assist users who otherwise would just be browsing the website in the early stages of product research. Pros As a e-commerce retailer, we use the Inbox platform to handle customer enquiries and find the software to be incredibly user-friendly with a great user interface that feels intuitive and familiar, even if you've never used it before. Cons The only con would be that there's no option for live video call at the moment. I know that's a bit cheeky, because after all, it wasn't designed for that. But I think it would be a great addition to an already great product. Review Source Response from Intercom September 19, 2018 Wow! This is amazing to hear Dale - thanks so much for taking the time to share it. Really interesting to hear how Intercom is helping e-commerce retailers like yourself. Carolina F. Customer Success Manager Computer Software Used the software for: 1-2 years ### "Complete tool to take care of your customer support department " January 17, 2018 5.0 Pros Enable you to integrate it with other tools such as Salesforce. Intercom native tools offer a complete solution - chatbot, educate for a knowledge base, engage for automatic messages and so on. Cons We still did not implement bots enough, so the "human" work is still big. I miss more material to learn how to better engage our users on Intercom Educate. This would make the support process faster. Review Source Stu G. CEO Internet Used the software for: 1-2 years ### "An Essential Tool for Running Your SaaS Business" October 30, 2015 5.0 We've been with Intercom since the very early days. We originally signed up for their beta when it was just a tracking tool to find out how many users you had in your app, now it's a full blown CRM with email marketing ability, real-time chat with customers, user segmenting, automatic messaging and so much more. It's essential for our business and we rely on it every hour of every day. Their customer service is also fantastic, as you would expect. Pros \- Real-time chat with customers - Email marketing and segmenting which helps converts leads - Lowers churn because you can capture and engage users who are dropping off - Very easy to use, with a lovely user interface Cons \- Can get a little expensive as your users grow - Price is plan is not fixed, so you have to manually remove old users (or visitors to your site) to keep your price plan down or it will rocket without you realizing Review Source Girivaru T. Customer Success Manager Used the software for: 2+ years ### "A good tool for customer success management, best for startups and mid level companies who have SaaS" July 31, 2018 4.0 customer success Pros customized tracking of user activities user nurturing - you can design day1 to day 90 flow Website audience management Cons the new UI worst - they had a good UI earlier Support slowest in the world Not much customizations in depth Review Source JP Jesus P. Contador Information Technology and Services Used the software for: 6-12 months ### "Intercom es una plataforma super sencilla de usuar pero genera mucho valor corporativo." November 30, 2022 5.0 En generar es una herramienta practica, el precio vs el valor que aporta a cualquier compañia es justo. Pros Facil de utilizar - Diseño es estetico lo que hace que puedas comprender con facilidad las funciones Cons No me gusta que hay que darle al botón "enviar" para que se envíe el mensaje al cliente o usuarios internos. Deberia funcionar con solo dar "enter" Review Source Simon V. Growth Marketeer Apparel & Fashion Used the software for: 2+ years ### "The go-to customer communication tool" December 19, 2018 5.0 It’s a tool full of communication options. Live chat, email campaigns, faq management. Pros Easy to use, hasn’t loads of options and its dev team keeps pumping out new features 👍 Cons It’s quite pricey. Would be great to use all of their service packages when you’re an SMB Review Source ZD Zak D. Community astonishment E-Learning Used the software for: 2+ years ### "Great product though pricey" October 6, 2020 5.0 it's a great tool, just questionable for scaling our biz. other tools do similar things for less Pros its got lots of features, lots of coolw ays to astonish customers and it has integrations for other tools that make work easier Cons everything seems to be an additional cost, there are different price teirs, product add ons, etc. they keep squeezing money out of us lol Review Source Response from Intercom October 16, 2020 Thanks for taking the time to leave us this review Zak. I love hearing how Intercom is helping you 'astonish' your customers! I'll also make sure to send your feedback regarding our pricing on to the team here. We always aim to align costs to the value you're seeing with the product so all feedback is very helpful. Thanks again, Kate (Intercom - Customer Engagement) KB Keri B. Partnership manager Internet Used the software for: 2+ years ### "Easiest customer support product" May 9, 2022 5.0 Pros I love how visual it is and how easy to manage conversations are. I like how you can send out emails based on certain filters and how you can keep track of all your customers inside. Also lots of powerful integrations with other apps. Cons I think there could be better snooze options. Review Source VR Verified Reviewer General Manager, CloudExtend Brand Computer Software Used the software for: 6-12 months ### "Intercom pays for itself" November 9, 2018 5.0 Pros Having Intercom embedded in our app has improved our trial conversion rates by allowing us to send messages at just the right time. More than that, it allows us to communicate with existing customers at just the right time. The App store is already great and growing. Cons Our apps are built as Microsoft add-ins and run as web apps inside Excel and Outlook. Our customers are unable to click links and have them open outside of the apps without us having to explicitly ask them to right click the link and open in new window. This needs to be addressed. Review Source Ian H. Support engineer Automotive Used the software for: 2+ years ### "Intercom review" January 7, 2023 5.0 Pros It's easy to use and provides many features for our customers. Cons Integrations are sometimes custom which can be troublesome. Review Source ES Eugene S. VP of Sales Translation and Localization Used the software for: 1-2 years ### "Miles ahead of the second-best solution " March 4, 2019 5.0 The biggest fun starts in the backend of your support, which literally allows you to assign the enquiry to a specific professional. The mobile app allows you to reach, say your Japanese-speaking developer in out-of-office hours if you need him badly. This is incredibly effective and I’ve seen it do wonders both, supporting a client and enquiring myself (I had a bad bug on Tilda which I had support dealt with on a Sunday night!) Another unbeatable feature is the front-end design - I simply have not seen a better UX solution that I would put on my website for clients to use, seriously. Pros It has the most logical and user-friendly interface both for clients and support, far beyond second-best option on the market. Cons Do expect random bugs and technical errors to happen. The support will acknowledge and fix them, yet it can be an unpleasant surprise if you experience high volumes of customer support activity. Review Source AS Adolfo S. Customer Service Team Lead E-Learning Used the software for: Less than 6 months ### "A Workhorse" October 31, 2023 5.0 It's the workhorse i was looking for in my department. Pros Easy to deploy in your platform and start working on it. Cons It could have better metrics for your analysis. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Review Source MG Matt G. Head of Marketing/Sales Operations Information Technology and Services Used the software for: 1-2 years ### "Great in-app and email for smaller businesses" January 26, 2018 4.0 Pros For those new to marketing automation it is very simple to get going, with no prior knowledge of even HTML. It has lots of helpful prompts to make sure you stay on track. Most importantly the customer support team really do make an effort to help, and they are improving the software all of the time in response to customer feedback. The ability to easily send in-app campaigns, rather than the usual pop-ip messaging is a major USP. Cons Adding and updating data at times can be painful, especially as the system allows emails to be duplicated. The campaign system is quite simplistic, meaning that you have to be careful that you layer an automation using exclusions - which is one of the reasons it could be unsuitable for a larger/more complex product and or organisation. Review Source VR Verified Reviewer PMM Computer Software Used the software for: 1-2 years ### "Great for in-product communicaton" July 20, 2022 5.0 Pros In-app messaging and the ability to create product tours are a great low-cost solution for a complex product that takes time to onboard users. Cons Email marketing could be improved - the design is missing easy drag&drop functionality. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.