# Page 22 | Intercom Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 22 - 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 22 - Reviews of Intercom ## Showing most helpful reviews Showing 526-550 of 1131 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use HT Hannah T. Customer Operations Information Technology and Services Used the software for: 1-2 years ### "Great live chat" November 17, 2023 4.0 Pros Used this in a previous role and it was great and served our purpose exactly for customer support. Integration was simple. Cons Not a huge amount of integration options available into other systems Review Source DA Drew A. Customer Success Team Lead Automotive Used the software for: 2+ years ### "Supporting Customers Made Easy!" August 6, 2020 5.0 We love Intercom and the efficiency it provides us in communicating with our Customers. Pros Without Intercom, we would not be able to support our customers in real-time with the efficiency that we do now. The integration with our app makes the process seamless for our customers. Cons There really aren't any cons that come to mind when talking about Intercom and the way that we use it as a company. Review Source Response from Intercom August 21, 2020 Thank you for leaving us this review Drew! I'm delighted to hear you're such big fans of Intercom and we're helping drive efficiency for you and your customers :) Kate (Intercom - Customer Engagement) MN Maude N. Customer Experience Team Lead Consumer Services Used the software for: 1-2 years ### "Intercom" December 8, 2022 5.0 I very much like intercom for our business, it is overall quite effective. Pros I like the most the option to have a custom resolution bots, it allows us to provide information quickly and effectively to our customers even when our office is closed. Cons There is nothing I dislike about Intercom, however, the data analysis could be improved. Review Source RB Roxanne B. Partner Support Computer Software Used the software for: Less than 6 months ### "Easy to use" April 6, 2023 5.0 Easy to communicate with our partners who are having IT issues. Responses are immediate and the notifications are most helpful o know when a specific chat is assigned to me. Pros I Love the custom macros and AI assitance. I also love the ability to see a partner's previous chat in case they open a new chat but are referencing their previous conversation. Cons I wish I could create my own custom macros instead of only using company made macros. Also, I wish I could adjust the notification settings on my mobile app to set a specific ring tone. Review Source HS Holly S. Customer Success Manager Staffing and Recruiting Used the software for: 1-2 years ### "Intercom - Great virtual chat function" January 22, 2021 5.0 Overall I would thoroughly recommend intercom, it is easy to use and a great product. Pros We use Intercom daily and it is great to allow a direct route for our users to to get in contact with any issues/queries they have. I like that you are able to integrate other tools including Google Meet and create articles for your clients to use as well as sending out messages and reporting. Cons The customer service can be quite slow and often takes a while for issues to get resolved and it can sometimes get quite slow. Review Source Response from Intercom February 3, 2021 Thanks for leaving us this review Holly - I love hearing that Intercom is giving you a direct route to your users and that you're finding the integrations so helpful. I'll flag your support experience with the team to look into. Kate (Intercom) PM Pedro M. Social Mídia E-Learning Used the software for: I used a free trial ### "Uma ferramenta poderosa, mas com um custo a considerar" July 23, 2023 5.0 Em última análise, a decisão de utilizar o Intercom deve ser tomada considerando tanto o valor que ele agrega ao negócio quanto a capacidade financeira da empresa para investir nessa ferramenta de comunicação. Pros Desde o momento em que começamos a utilizar o Intercom, percebi uma melhoria significativa na forma como gerenciamos as interações com os clientes. Uma das principais características que me impressionou foi o chat ao vivo. Nossa equipe agora pode responder às perguntas e preocupações dos clientes em tempo real, o que resultou em uma satisfação muito maior por parte deles. Cons Embora o Intercom ofereça uma série de recursos valiosos e tenha sido uma ferramenta essencial em minha experiência de trabalho, é importante mencionar que seu custo pode ser considerado alto para algumas empresas, principalmente aquelas em estágios iniciais ou com orçamentos mais limitados. Review Source UK Usha K. Operations Associate Insurance Used the software for: 6-12 months ### "Great customer communication platform " April 28, 2022 5.0 Pros Intercom is a great software for customer support. The easy flow on the platform as well as convenience for both the customer and the support personnel is very helpful. I love that they have a phone app too! Cons I can’t think of any cons of intercom so far. Review Source AT Alban T. Ingénieur agronome Animation Used the software for: 6-12 months ### "Best software for digital marketing and and adding customers." January 30, 2023 5.0 Excellent, with interCom, my sales have increased, I easily get customers. Pros I particularly like this software which helps me in web marketing , the collaboration between collaboration between customers about my products. Easy to use as software ,well secured in the preservation of personal data Cons Intercom is a well known application in field of marketing . This software has more advantages than disadvantages. In short,I have not had any problem since using it. Review Source Dunia M. Client Success Hero Information Technology and Services Used the software for: 6-12 months ### "We use Intercom and it makes finding leads so much easier!" September 28, 2018 5.0 Pros I love that Intercom is easy to use and that we can create bots to start a conversation with leads. Their customer service is pretty fast and super helpful too! Cons The only thing I wish they had was a language barrier feature that would help (like Google translate implemented into the software somehow?) because there's tons of clients that we get that speak a different language and we have to use Google Translate on a seperate window. Review Source Stavros L. CTO Used the software for: 1-2 years ### "Very useful product, a must for SaaS" November 9, 2017 5.0 Pros Very easy to integrate in web apps and mobile apps. It gives you control on your system and offers valuable feedback from the users. Cons Cannot add custom fields and fill them manually, you have to use their API. A bit expensive. Cannot configure the pages to show information as you like. Review Source Becky L. Director of Customer Happiness Military Used the software for: 1-2 years ### "The Best " September 24, 2019 5.0 Excellent multi year experience, great value for our team and customers Pros Intercom's conversational model works well for our customers and our support team. Our team likes the simplicity. The reports make it easy to identify service gaps and the messaging platform has been helpful to segment and reach our customers at scale. Cons I wish tag reporting was more robust. The line graph for tag rates is good but the data could be represented in a more digestible way (pie chart, graph) Review Source VR Verified Reviewer Customer Support Specialist Computer Software Used the software for: 6-12 months ### "Intercom has increased our customer service and satisfaction!" December 7, 2018 5.0 Pros Intercom is simply to use and it has allowed us to quickly communicate with our customers. It decreases the amount of phone calls and emails we receive in a day and in the end leads to higher customer satisfaction. Cons The only thing I'd say I dislike about Intercom is recently I've found it's not as accurate in showing new messages which is unfortunate as we want to assist our customers as quickly as possible. Other than that, all good. Review Source Laure H. Customer Care Computer Software Used the software for: Less than 6 months ### "Un logiciel vraiment top " December 28, 2023 5.0 Pros Simple, rapide et intuitif. Intercom est un logiciel top qui permet de gérer facilement plusieurs conversations. On peut également y publier des collections d'articles qui constituent un centre d'aide pour les clients. Cons Les tags ne sont pas assez visibles dans les conversations, cela mériterait des couleurs. Review Source VR Verified Reviewer Comunicazione Computer Software Used the software for: 1-2 years ### "Stato dell'arte dei progetti" December 12, 2022 3.0 Pros Possibilità di tracciare il tempo impiegato per ogni risorsa in ogni progetto in modo chiaro Cons Spesso non si aggiorna correttamente e non è facile spostare progetti Review Source VR Verified Reviewer Contract Software Engineer Computer Software Used the software for: 1-2 years ### "The best hack to increase customer satisfaction" November 8, 2018 5.0 Pros Trivial effort to integrate, integrations with Slack and JIRA result in broad org-wide participation in customer issue resolution. Cons Scriptability for custom chatbots is not quite as good as Drift's "strategy" builder. Review Source Response from Intercom December 5, 2018 Thanks for the review and great to hear that we are positively impacting CSAT! ST Sónia T. HR Specialist Health, Wellness and Fitness Used the software for: 1-2 years ### "A great support system tool." October 30, 2023 5.0 Pros It is very good for dealing with live tickets as it allows you to distribute tickets to several people in the company. The AI they are putting in the chat is also cool. Cons As you have a large team, the price can be a bit difficult to scale. Review Source Tim S. Client Success Team Manager Used the software for: Less than 6 months ### "Intercom is an absolute game changer in customer tracking and support." May 10, 2018 5.0 Customer Tracking. Easier outreach. Tons of integrations. Staying organized internally. Pros Intercom makes it easy to keep track of customers and potential customers. By fully integrating Intercom into our platform, we have increased productivity in helping our clients. The "Slipping Away" feature has been very helpful in staying on top of clients that may not be using our software as much as they should be. I also love sending gifs, which are integrated in the messenger, at the end of conversations. It really lightens the mood. Cons Intercom can be a little tricky to set up. To get it integrated, you'll need some knowledge of coding and where to place different snippets of code. Their support team is there to help, but if you have 0 knowledge of coding, it might be a bit of a learning curve. Review Source VR Verified Reviewer Director of Marketing Entertainment Used the software for: 1-2 years ### "Intercom is the best for quick Customer Conversations" October 3, 2018 5.0 Pros It's a simple set up process, and invaluable in learning more about your customers in eCommerce. Cons Using the tool across multiple team members was a little tricky, but not impossible Review Source Response from Intercom October 5, 2018 Thanks for sharing. We're always keen to learn more about how e-commerce customers are getting value from Intercom. jD jean D. Capacitación y Tecnología Insurance Used the software for: 1-2 years ### "Innovation your customers will love!" October 28, 2019 5.0 We communicate with our customers via intercom from our mobile app and websites. Pros All of the features are very easy to understand and implement. The custom bot feature is one of the best things I have ever come across with, while using Intercom. Custom Bots allow you to create great conversation paths and solutions for your customers, in any language. Is one of the greatest chat bots I have ever seen. The other features are also great! Cons The reports seccion needs a little more work, but they cope with it by letting you export all of your data. In other words, in order to get fully accurate reportes, you need to manually work the data, and sometimes is takes a while. Review Source VR Verified Reviewer Engineering Team Lead Computer Software Used the software for: 1-2 years ### "Super complete app for customer success" April 16, 2018 5.0 Pros Lots of features and good back office where you can set up filters to get potential clients, track a user's info and much more Cons It can be pricey if you begin to add features and features. However if you are able to take advantage of them all you'll get a good ROI on it Review Source VR Verified Reviewer Director of Customer Success Education Management Used the software for: Less than 6 months ### "Intercom's Respond platform keeps our customer service top notch" November 10, 2017 4.0 Pros I love that it doubles as a real time chat and help ticking platform for our off-hours. Before Intercom, we were using one real time chat platform and one separate help ticketing platform for after hours, and it definitely made things more complicated. I also love that we can integrate with the two other products - Educate and Engage. We weren't quite ready to do so at implementation, but it is nice to have the option. Overall, this is a great product, and I highly recommend it over other help ticketing platforms I've used in the past. Cons The reporting leaves something to be desired. It is super top level and hard to drill down. I also don't love their pricing model since they charge by number of active users (which includes any user that has ever chatted in). Review Source VR Verified Reviewer Customer Success Manager Computer Software Used the software for: Less than 6 months ### "Easy to use ticket system" May 20, 2021 5.0 This is my first time in being a CS role so I had no prior ticket system knowledge before coming into this role. Intercom has been really easy to learn! Pros Easy to use, easy to be trained on how to use it, anyone can use it! Straight forward, love the reporting features so I can see how we're doing as a team. Overall super easy! Cons Moving tickets to different folders is a bit hard to figure out I wish there could be more integrations directly into chat Review Source Response from Intercom May 26, 2021 Thanks for leaving us this review and letting us know you had such a great onboarding experience with Intercom. Our Product Education and Customer Success teams work really hard on all of our training materials so I'll make sure to pass this on to them. I'll also make sure the product team see your feedback regarding managing tickets as we're always looking for ways to make out product even better. Thanks again, Kate (Intercom - Customer Engagement) DfLS Dayane ferreira Loner S. Vendedora e marketing Marketing and Advertising Used the software for: 6-12 months ### "Ótimo aplicativo para o microempreendedor" March 19, 2023 4.0 Pros O SMS em massa tem meu coração , a facilidade de atingir os clientes é a melhor opção de aplicativo Cons Para mim todos os recursos com a funcionalidade que eu uso estão dentro do meu agrado. Review Source KA Kemal A. Costumer Support Consumer Services Used the software for: 6-12 months ### "It's good but could be better" February 11, 2020 4.0 I use it as helpdesk as customer service. So far it's good but could be better Pros \-For a helpdesk that could combine chat and email based tickets easily, it's actually really easy to use -The UI/UX is simple and easy to understand -Does its' job well Cons Intercom has options to "Snooze" tickets which means that ticket would be put to sleep for either hours/days. The problem is the button is really easy to be clicked and it couldn't be retraced, so maybe that's one thing that I don't like from Intercom. Review Source Response from Intercom February 12, 2020 Thanks for leaving us a review Kemal. It's great to hear you're enjoying our UI and find it easy to use. Also, thank you for your feedback on the Snooze option. You can always find any snoozed conversations in your snooze folder, but I see how a simple 'undo' prompt could be useful if you click it by accident. I'll pass that feedback on to our Product Team. Thanks again, Kate (Intercom - Customer Engagement) MI Mike I. Tech Support Information Technology and Services Used the software for: 2+ years ### "Easy to use" July 27, 2020 5.0 Very nice software with only positive experiences so far Pros The software is very easy to use. It doesn't take a rocket scientist to figure out what the icons mean. Cons Sometimes it is slow to load. It's web based, so I know some depends on connection but even on great internet it can be slow sometimes. Review Source Response from Intercom July 30, 2020 Thanks for leaving us this great review Mike! I'm glad to hear you've found our product so easy to use. Thanks for flagging the load issue as well - I'll make sure to send this feedback on to our product quality team. Thanks again, Kate (Intercom - Customer Engagement) Talk to a Capterra advisor for free and get results within 15 minutes.