# Page 2 | Intercom Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 2 - Is Intercom the right Customer Service solution for you? Explore 1132 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 (1132) 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 2 - Reviews of Intercom ## Showing most helpful reviews Showing 26-50 of 1132 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Victor D. Support, Analyst, QA Marketing and Advertising Used the software for: 2+ years ### "Mastering Intercom helps to master your customer support!" August 18, 2025 5.0 There's a learning curve when trying to set up , but the support team is helpful (yes, \[sensitive content hidden\] is helpful too). Feedback is heard and new features enhance usability (shortcuts FTW). Pros The customisation options, workflows/rules and the integrations truly help to make your own. Keeping it simple with just a few features or building an overly complex message flow, it's all supported Cons Although AI definitely is the future of customer support, the last feature updates, webinars and other communication only revolve AI. More new content regarding non-AI usage is welcome! Review Source RT Roldan T. Data Entry Specialist Airlines/Aviation Used the software for: 2+ years ### "Nexus - the central connection" December 18, 2025 5.0 Magnifico!!! This is all I can say. Truly amazing tools. What more can I say? It is absolutely perfect. Pros Reality has gone beyond my expectations. This is one of the greatest tools and truly worth the price. Our way of communicating and messaging our customers and clients has become more convenient and reliable and time saving. Cons Nah! Everything is perfect—the features, the setup, and the accessibility are things you will be delighted with. Review Source DP Danilo P. Líder Operações Information Technology and Services Used the software for: 1-2 years ### "Intercom - Ganhos à sua operação" July 25, 2025 5.0 Fácil desde a negociação comercial. A implementação foi muito boa, os resultados então, nem se falam... tem muito mais features que nossa operação ainda subutiliza e temos um time muito bacana de acompanhamento que sempre está a nos orientar. Pros A facilidade de fazer. Não precisa ser entendedor de código, o no-code faz com que um leigo em programação, mas com visão de processo, facilite a vida de uma operação, seja de venda, suporte, etc... Cons Olha, é contraintuitivo: mas fico perdido com TANTA novidade que vocês lançam. Talvez tenha um "changelog" ou algo concentrado de histórico de informações, mas pelo menos não percebi a existência. Ai acabo sabendo das coisas pela minha CSM (excelente, por sinal) - mas tem muito da minha desorganização, também. Switched from [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) Dificuldade de gestão (KPIs, automatizações e programação). Review Source MA Mark A. CTO Legal Services Used the software for: 1-2 years ### "Like Feeling Like a Sales Commission Cash Cow? Intercom is for you." April 29, 2025 1.0 Pros The software works wonderfully. Performs exactly as advertised and works well across multiple channels. You could say the same about 's competitors though. Cons Working with the sales team is like walking onto a used car lot in a shady part of town. You're on your own and no one cares. We have been a customer for 2+ years. Sales Ninja reaches out in January for a meeting. I ask if anything has changed. They so say no, and so I decline. Turns out Intercom changed their pricing in January. New pricing is roughly 30% lower for our feature set. Our contract auto-renews in February. Whoops, I'm busy running a business, I don't obsessively check the Intercom pricing page. Rather than simply re-adjust our pricing to the lower price point when the contract auto renews, like every other software vendor that doesn't view their customers as wallets they can pick, they hope we don't notice. Whatever, my fault. I reach out to add a new seat to the contract, so we can get a new contract under the new pricing. Simple, right? Me: Hey, I noticed the new pricing. Add a seat and send over a new contract with the new pricing. Easy peasy? Sales Ninja: Sure, no problem. I'll send over a contract. 2 days later - Sales Ninja Docusigns a contract with a new seat under the old 30% higher rate. Cool move to trick us into 12 more months of the old pricing. Luckily, I read contracts before signing. Me: Hey, you sent the wrong thing. Here's what we need (again). Sales Ninja: Sure, no problem. 2 days later - Sale Ninja Docusigns another contract with a bunch of extra stuff I didn't ask for like thousands of dollars in minimum commitments to emails and FinAI responses that the website clearly states are pay as you go. Email Sales Ninja back pointing out we clearly didn't ask for all the minimum commitments on pay as you go messages. Wait 5 days. Don't hear anything. Set yet another godforsaken Google Meet that should be an email because Sales Ninja loves to waste your time to break your spirits. Google Meet goes exactly like you would expect. Sales Ninja provides vague excuses about why the extra stuff needs to be there. I still don't have a contract signed and I hate these guys. Anyway, The software is great. At least four different colleagues have asked what we use and I always lead with my experiences with the sales team. This isn't the first time something like this has happened. Changing support systems is hard, so think long and hard if you're willing to deal with a commission obsessed sales team. They certainly aren't there to help you. Review Source Response from Intercom May 23, 2025 Hey Mark, Bobby here from the CS team. We chatted offline and solved this, but hit me up if you need anything, Thank you! DAVIS O. Customer Support Team Lead. Information Technology and Services Used the software for: 2+ years ### "Intercom is Incredible!!" August 19, 2025 5.0 The live chat is fast and responsive, and the ability to see user activity in real time adds a layer of context that makes support feel proactive rather than reactive. Pros Very secure and has an easy-to-use interface. brings live chat, email, and help desk tools into one sleek interface. That means less juggling between platforms and more seamless conversations. Cons Pulling reports and customizing them is challenging. While the UI is clean, some users wish for more flexibility in customizing chat widgets or automating workflows beyond what’s offered out of the box. Review Source SS Steve S. Customer Service Platform Manager Pharmaceuticals Used the software for: 1-2 years ### "Fin is a game changer, best product on the market. " April 28, 2025 5.0 is amazing. We're so happy we moved from Zendesk to Intercom. Fin is a game changer and they're a great company that is improving at pace. Pros Fin AI Agent is amazing. Its so easy to set up and provides amazing customer service. We switched to specifically for Fin and it has exceeded our expectations. The resolution and CSAT have been amazing. It's also amazing to see how quickly Fin is evolving. In the last year, we've seen Intercom develop and deploy so many useful features for Fin that have made it even better. I'm always excited to see what's next for Fin. Cons We've switched from Zendesk so there a couple of things that hasn't quite caught up to speed with Zendesk for like nested attributes, a couple metrics for calls. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) We were looking for plugins for Zendesk that utilised AI. We found some pretty good ones, but they were an additional charge to Zendesk. When we found Fin, we were able to trial it. Within 5 minutes Fin was providing high quality respondes and we knew we had to switch. Review Source SE Serena E. Customer Support Manager Computer Software Used the software for: 2+ years ### "Love Intercom and FIN is my friend!" July 29, 2025 5.0 Overall I love using . I am customer support at our small company so I'm the one in Intercom every day Mon-Fri. It's mostly user-friendly but sometimes it's hard to find certain settings as they are everywhere. Intercom has made this a little better. Pros The inbox is so easy to use and the AI (FIN) is fantastic and getting better. I love the rephrase AI options on conversations. It's also easy to create articles and snippets. Cons It's so hard to find articles and snippets about certain aspects of our product to update them. I wish there was a message on the chat box that we could schedule to come up at a certain time on certain days. Review Source Sofia B. Head of Customer Success Financial Services Used the software for: 2+ years ### "Intuitive, reliable, and forward-thinking" August 19, 2025 5.0 Nothing but great. From transparent, clear pricing to a sleek product that feels native to our app (even though we haven’t fully leveraged it) they are, in my opinion, leading the way in shaping the present and future of support. Pros It’s a simple yet powerful tool that keeps our CX and sales teams running seamlessly. I really value their commitment to continuous innovation. Their AI tools and help center features are excellent, and everything feels incredibly intuitive. From inbound to outbound, it’s a fantastic platform for delivering outstanding CX. Cons There’s nothing I dislike. There are features I wish they offered, but that’s different from disliking anything. Review Source Hope Sonia S. customer support E-Learning Used the software for: Less than 6 months ### "My overall experience using Intercom" March 22, 2025 5.0 's unique features and benefits make it more attractive for businesses seeking to improve customer engagement, insights, and support. For me, the time I worked with a client and had to use intercom, it wasn't difficult, so highly recommend Pros I like the 's segmentation feature which enables me to divide customers base into specific groups based on their behavior, demographics, and other amazing features too like the fact I can Provide timely, personalized support to customers through Intercom's messaging platform. Cons Not so user-friendly interfaces