# Page 20 | Intercom Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 20 - 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 20 - Reviews of Intercom ## Showing most helpful reviews Showing 476-500 of 1131 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use DS DANIELA S. CSM Computer Software Used the software for: 2+ years ### "Support chat" November 6, 2020 4.0 In general is a good experience, just the reporting part is not the best. Pros Inside the company, we use the intercom as our support chat. In general is a pretty good, nice interface, easy to use in general. Easy to do in app communication Cons The reporting part is not very good, hard to have the info such as how many tickets were open by one specific company Review Source Response from Intercom November 25, 2020 Thanks for leaving us this review Daniela. I'm glad Intercom is helping your team provide a good support experience for your customers. You'll be glad to hear we're working hard on some exciting reporting improvements over the coming weeks so keep an eye on the 'what's new' section in your Intercom app. Thanks again, Kate (Intercom - Customer Engagement) Erik R. Co-Owner + Videographer Used the software for: 6-12 months ### "Intercom made interacting with thousands of users on our Web 2.0 platform seemless." June 15, 2018 5.0 Pros I worked for a startup for about a year and our main communication platform with our customers was Intercom. On our dashboard you could see our different users from all around the world and send them messages or reply to a customer service request in seconds. Cons Intercom is such a robust platform, I wish there were more optional trainings on what all the platform is capable of. I found myself sticking to what I know, which was typically answering requests and sending messages - but I know there was more that the platform could offer. Review Source AD Altaf D. Co-founder, CPO Information Technology and Services Used the software for: 2+ years ### "Great software! Solves many problems!" October 19, 2020 5.0 Pros We use Intercom for everything – customer support, marketing emails, live chat, help centre and more. It's become a central place for all our customer communications. We like that it can do so many things, yet it's so simple and easy to use. Cons Pricing. It could get a bit expensive if you're relying on Intercom for too many things. Review Source Response from Intercom October 28, 2020 Thanks for letting us know about your Intercom experience Altaf. I'm so glad to hear you've found our product so easy to use and pivotal to your customer communications. I'll make sure to pass your feedback on pricing back to the relevant team here as we always aim to align the cost you pay with the value you see. Thanks, Kate (Intercom - Customer Engagement) SN Spandana N. CEO Computer Software Used the software for: Less than 6 months ### "Could not have imagined ourselves without intercom" July 26, 2023 5.0 Pros Customers ping us with questions that immediately are notified on Slack. Though intercom is complex to setup, I couldn't have imagined doing without them. Cons API integration - Quite complex to setup and everytime we make changes in our product flow, intercom needs to be updated again Review Source VR Verified Reviewer Marketing Director Marketing and Advertising Used the software for: 2+ years ### "Great chat and support" December 29, 2018 4.0 Pros Easy to use, quick to setup and makes your website look trustworthy. Cons Pricing seems a bit high in comparison to the other options available out there but then you don't get the familiar chat button that all the big guys have. Review Source VS Vikram S. Junior Superintendent Electrical/Electronic Manufacturing Used the software for: 6-12 months ### "Best software for automated messaging." March 4, 2023 4.0 There are some challenges with the platform's learning curve and pricing model, I have found that the benefits of Intercom more than justify any investment. Pros Intercom's reporting and analytics features have provided valuable insights into our customer communication and engagement metrics, helping us make data-driven decisions about our customer support and retention strategies. Cons I found that the platform's pricing model is not as flexible as i would like, with additional costs for features like advanced reporting and integrations. Review Source Natalie B. Client Success Coordinator Computer Software Used the software for: 1-2 years ### "Easy way to keep day and user requests organized" November 19, 2018 5.0 Awesome, can't work without it! Pros Intercom is great, sorts out user requests/feedback with timestamps, notes features - can tag colleagues. Very neat interface, this tab is open 24/7 on my computer. Cons When I write a note, it shifts my conversation to the top, which I sometimes wish it would just leave (or even add a 'add note and close option' as there's a 'reply and close option'). Review Source VR Verified Reviewer Social Media Marketing Intern Food Production Used the software for: 1-2 years ### "Great customer service tool." October 15, 2019 5.0 Live chat is getting more and more prevalent, and Intercom is a great tool to help your business with customer service. Pros Intercom is a great customer service tool. It makes it easy to keep track of customers and put them in different buckets. It's also nice for collaborating with your team. Cons There's a bit of a learning curve at first as there's so many different features. It also can be a bit pricy. Review Source VR Verified Reviewer Project Manager Airlines/Aviation Used the software for: 1-2 years ### "Best way to keep in touch with customers" January 8, 2019 4.0 Pros \- Chat function on your website - Possibility to host helpcenter - Improving analytics - Possibility to send simple automated campaigns Cons \- Support is nice but painfully slow - Analytics could be better out of the box and now imrpoving slowly - Conversations can get easily lost if a lot of users show up at the same time - Pricing changes made it loose its initial appeal Review Source VR Verified Reviewer Customer Experience Representative Computer Software Used the software for: Less than 6 months ### "Great Software and Service" November 9, 2018 5.0 Overall, my experience with intercom has been incredibly positive. It's been simple enough to use, and when I have a question that is a little more difficult, Intercom support always responds quickly and tries to clear up my issue as fast as possible. I have no complaints with the general functions of intercom, as its an incredibly convenient way to keep track of all customer support workflows. Pros Intercom is not only user friendly, with a convenient workflow for opening and closing conversations, but has great optional features for retaining clients through automated workflows such as the chat bot, and automatically pushed messages if clients meet a certain criteria. Cons I wish there was a way to use message tags to then be able to sort what users are having certain problems at a given time. It would be helpful to see the progression of message tags over time after downloading them into a spreadsheet, rather than having to tag users individually. Review Source VR Verified Reviewer Recruitment Solutions Consultant / Sales Computer Software Used the software for: 2+ years ### "One tool for all our customer info" December 5, 2018 5.0 Product is simple enough to use that employees do not need to be trained. It does a good job of collecting all the important data points from the users Pros Before intercom, our customer data was spread out on multiple channels. Intercom helped bring them all under one roof. Now all the data we need is in Intercom Cons They have some issues which might be by design rather than due to bugs. For example, when you try to see the past activities of an user and I click on the number of past activities, Instead of showing me the past activity, it shows me other users with the same number of activities Review Source Sushant K. Co-Founder Education Management Used the software for: Less than 6 months ### "Best tool to manage your support and new sales lead" August 31, 2022 5.0 Pros I like intercom bots a lot, it works nicely in capturing the leads with specific information and also allows me to run email campaigns all within the same tool. Sending emails through the Intercom is very simple and effective. It's super easy to use and easily gets integrated with other tools. I also used it for capturing CSAT surveys. Cons It gets expensive for early-stage startups. I've used it with startup program which was very helpful for sure until we raised our seed round. Review Source Janine S. CEO & Founder Legal Services Used the software for: 2+ years ### "A dream to work with" December 31, 2018 5.0 Pros Ever since we discovered Intercom at my company, our time has been spent on what matters - making our customers happy! Cons Nothing! We love using Intercom and all of the new features they roll out all the time. Review Source VR Verified Reviewer Admin Information Technology and Services Used the software for: 6-12 months ### "Intercom is great." May 16, 2023 5.0 Pros Intercom is great for chats ,emails, and data collection. Cons Sometimes there is a lag in intercom and some data metrics are harder to find than others. Also the connection with other platforms could be easier. Review Source TB Thomas B. Founder & CPO Financial Services Used the software for: 2+ years ### "The best customer management platform on the market" July 29, 2019 5.0 Pros The usability is out of this world. All features are well thought out and works well. Complex features are being boiled down into easy understandable interfaces. Their support widget is awesome. Also, the support is great. Cons The pricing is very high for a startup, and the structure of the pricing models are not easily comprehensible. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Intercom The widget was what we needed, so this was the trigger. Review Source David K. Senior Product Specialist / Business Analyst Used the software for: 1-2 years ### "Easy to set up, easy to maintain" May 8, 2018 5.0 Pros Intercom gave us invaluable communication with both users and visitors. Setting up custom messages as well as reviewing user data changed our product drastically. Cons In my case as the admin, it would be great to have more specific control over user permissions. I basically can say, "admin: yes or no" which has not proven to be enough for the needs of my team Review Source Cara B. Customer Communications Manager Used the software for: 1-2 years ### "Great chat for clients and company" July 27, 2018 5.0 Pros This is a great product that was easily integrated to our website for easy communication between prospects and our team. Whenever an inquiry comes in, the right person is able to respond. We were even able to integrate it to Slack that the whole team gets notified and we do not miss a prospect or client. Being able to see the city where the prospect is writing from is also extremely helpful, and allowing them to leave their email makes it very convenient to follow-up Cons We often have people coming in and asking very similar questions regarding functionality or pricing. Having automated responses for common questions would be very useful. For an easy chat, it is quite good but has limited features. Review Source VR Verified Reviewer Marketing Director Internet Used the software for: 1-2 years ### "Great for live chat, not so much everything else" August 1, 2018 4.0 Pros Really good live chat functionality with the ability to pull in custom parameters from all our customers. The ability to add in other team members at any point (e.g. when escalating an issue) is great. Cons Other than live chat, Intercom doesn't feel like it offers much. As a CRM it's very lacking - a dedicated CRM tool is a must for any serious business. As a helpdesk, a self-hosted helpdesk on your site is more customizable and effective than using Intercom's. Another issue is that customers see Intercom as live chat when in reality it's an email replacement for us, but it allows no way to communicate that. Customers expect an instant response 24/7, even when our support teams are offline, and can become frustrated by this. Review Source MS Mateo S. Gerente Financial Services Used the software for: 1-2 years ### "Magnífico!" August 4, 2023 5.0 Pros El mejor descubrimiento para nuestra empresa. Lo utilizamos diariamente y tiene un sinfín de funcionalidades. Cons Si bien está bien que sea de pago, no llegamos a utilizar algunas de sus funcionalidades por el alto costo que tienen. Review Source VR Verified Reviewer Backend developer Information Technology and Services Used the software for: 1-2 years ### "Intercom review " March 1, 2023 4.0 Pros It helps in increasing customer engagement and retention.also increase productivity. Cons Cost is bit higher and has limited scalability and customization. Review Source VR Verified Reviewer Operations/Coach Health, Wellness and Fitness Used the software for: 1-2 years ### "Helps us be great at customer service!" October 15, 2019 5.0 We pride ourselves on our response time and Intercom is a big reason why we've been able to be successful. Pros I love the different chat features. It allows us to help our customers even when we're not sitting right in front of our computer. Cons Nothing! This product has helped us stay on top of our game when it comes to customer service. We get positive feedback on a daily basis. Review Source JM Jaime M. Client Servcies Financial Services Used the software for: 2+ years ### "Daily usage of Intercom" April 28, 2022 5.0 Pros The app/software is very easy to use. And easy to format. Cons For what we use it for it serves its purpose. The only thing I would like to see is more geo data. Review Source Louise F. Expat Support / Helpdesk Consultant Information Technology and Services Used the software for: 6-12 months ### "Functional although it does have some issues" April 5, 2019 3.0 Pros The ease of finding past chats, the ability to add customer details during a chat, and the integration with other programmes. Cons We've had several issues with Intercom. I and a number of colleagues have reported on various occasions that the notifications have ceased to function for no apparent reason, and have then started working again after a day or two. The page also times out after non-activity, so if you're working on another tab and return to Intercom, you sometimes return to a blank screen. Review Source Basil A. Technical Co-Founder Computer Software Used the software for: 1-2 years ### "A must have for any online business!!" January 10, 2018 5.0 You can easily convert leads and provide excellent customer support for your software. Pros Very well designed tool and has everything to make your customer support stand out. You can easily connect with customers and convert leads. Cons The software is a little expensive. I really hope they come out with a better plan than the total number of users that are being tracked. Review Source JC Jonathan C. Account Manager Computer Software Used the software for: 1-2 years ### "Terrific product and exemplary customer service" November 21, 2018 5.0 My overall experience with Intercom has been outstanding. Intercom is embedded in our software so users can contact us anytime via chat. This has helped us reduce the number of incoming (and outgoing) phone calls and provide faster, more efficient service that is also personal. It is also a great way to communicate product updates and important notifications to all our customers. Intercom has made it so much easier for us to solve problems for our customers, and whenever we encounter any problems or questions – the Intercom staff is quick to reply, always kindly and professionally, and offer a solution. Pros Intercom is intuitive and easy to use, it has a great-looking interface, it is constantly evolving and introducing new features to improve user experience, and the customer service is fantastic. I have been using it for almost two years now and it has been a great tool for communicating with our users and providing remarkable service. Cons No support for right-to-left writing directions, no support for replying to a specific message (like on WhatsApp). Review Source Talk to a Capterra advisor for free and get results within 15 minutes.