# Page 23 | Intercom Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 23 - 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 23 - Reviews of Intercom ## Showing most helpful reviews Showing 551-575 of 1131 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Dave R. Growth Hacker Automotive Used the software for: 6-12 months ### "Great tool for onboarding and retaining users" October 2, 2018 5.0 I've learned a lot from their customer service, their blogs and webinars. And the great thing is that our users really respond to this way of communicating with an user base. Pros I really like the ease of use. As soon as you've configured the Messenger and the Custom attributes, the sky's the limit. Cons As as start-up we qualified for the cheaper version of Intercom. I don't if we would have bought Intercom if the prices are as they are normally for companies. Review Source MS Mia S. Supervisor Food & Beverages Used the software for: 2+ years ### "Amazing tool!" March 24, 2020 5.0 Pros We are totally dependent on this tool, we use it all day every day, it's a great way to communicate with our partners and clients Cons I think the organisation and creation of folders could be improved e.g. to be able to order them, favourite them etc. on the bar on the left Review Source Response from Intercom April 1, 2020 Hi Mia! I'm so glad to hear that Intercom has become a crucial part of your business. That's some great feedback on organisation features, it's a pain point for me too so I'll make sure to highlight this with the product team. Thanks again, Kate (Intercom - Customer Engagement) SH Stefanie H. Customer Success Manager Information Technology and Services Used the software for: Less than 6 months ### "Great Customer Support Tool" December 13, 2021 5.0 Pros In my position as a customer success manager Intercom is an important software for my daily work. I get notifications if there are any support cases an can respond to the customers or leads. Through Makros (saved messages that are often needed) and the Operator I can save time. We also handle the most of our E-Mail Marketing with Intercom. As a result, I think Intercom is a great Software for All companies which want to offer Support via Chat. Cons There are many Upgrades like a Custom Chat Bot that are need to be paid extra. But another 99$ per month are quite expensive for this little extra. Review Source Response from Intercom December 15, 2021 Hi Stefanie - thanks for taking the time to leave us a review and your kind words. We really hope that by using Intercom it helps your day to day better but also we can continue the great partnership that we currently have! We also appreciate your feedback around costings - I'll pass this on to our billing team. Thanks, Eabha (Customer Engagement) JT Josh T. Founder Information Technology and Services Used the software for: 6-12 months ### "Seamless Central Hub for Managing Existing Users" August 22, 2019 5.0 Overall our company is completely invested in Intercom and has no plans of switching. The breadth of the offering is huge and supports all of our users once they signup. Pros I love how much functionality is packed into this customer nurturing suite. The ability to keep a seamless and smooth conversation with each user is amazing and helps us maintain a great net promoter score with our users. The integrations that are offered really enables an easy setup. Cons There are some manual tasks that can be automated in the future. Building email templates can be improved or offer more out of the box. Alternatives considered [Drift](https://www.capterra.com/p/227417/Drift/) Reason for choosing Intercom Their pricing for startups was unbeatable Review Source NM Nikki M. Enterprise Partner Manager Marketing and Advertising Used the software for: 1-2 years ### "Not a sales tool" July 29, 2019 1.0 This 'tool' was used by my company prior to having a sales team. My marketing team insists we continue using it, which is a nightmare in logistics. Frankly, I have many reasons I dislike Intercom, the number one being they harass ME every month for billing. I'm not in finance. I'm not the decision-maker. I am not even an admin. Beyond the pale in terms of inappropriate and unprofessional. Pros It acts as a hub for the two links I need (customer portal and dashboard) Cons Everything. The search function is a time-consuming waste of time. Reviewing an account's communications is like wading through quicksand. Email formatting is obsolete and obscure. And they hunt down every user in the organization when it comes time for billing. Review Source VR Verified Reviewer CMO Internet Used the software for: Less than 6 months ### "Love it, despite confusion at first" November 20, 2018 5.0 Pros Intercom is so feature-rich and capable, I am not surprised it is dominating the Business chat market. Once you get the hang of it, you can navigate between its different layers and features easily and make the most of it. And it's beautiful! Cons It was a little confusing at first. Getting the hang of the teams, allocation rules, etc took some effort. Additionally, the email integration is a little short of perfect. E.g. some customers cannot open / see the attachments sent via Intercom (due to firewalls possibly), so I do have to resort to regular email sometimes. Same goes for when a customer sends an email with formatting (e.g. a table of orders or colored/highlighted text) -- I cannot see such formatting in Intercom on the receiving side. Review Source KK Kushal K. PMM Information Technology and Services Used the software for: 1-2 years ### "Best Tool for Customer Support Chat" August 27, 2022 4.0 Pros Intercom makes it super easy for customers and prospects to reach our team and for us to manage 100s of customer chats in queue. Cons Nothing much in terms of features or use cases. But if you have a large support team, the pricing tends to go very high. Review Source Jane B. VP of Marketing Internet Used the software for: 6-12 months ### "The Best Tool for Customer Happiness" November 21, 2018 5.0 The user experience are fascinating, I always have problems with the tickets or the customers, with the bots are more easy engage a lead while you finish other conversations. I love Intercom, give me value moments with my clients. Pros Talk with the customer is more easer than ever, we could engage our leads without be always connected. Cons The notifications have a delay between 2 -20 minutes, but depends if you are answer with the dashboard or in the app. Review Source VK Varun K. Co-founder Information Technology and Services Used the software for: 1-2 years ### "High quality live chat software " December 9, 2022 5.0 Overall it’s great and I think the better user experience is worth the costs Pros It has a great user interface and user experience with lots of useful extra addons that are helpful as your live chat work grows Cons Expensive. We use it for multiple apps and have had to pay hundreds for each. Many cheaper competitors Review Source EP Emanuel P. Analist Support Information Technology and Services Used the software for: 6-12 months ### "Worth the Price" May 21, 2020 5.0 Best service tool I've used in 5 years working in the business, and I've used some different ones that were also paid for. Overall, the Intercom is the best Pros How easy it is to use for customer service, the tool leaves unified chats and e-mails, and has ready-made response options that make it a lot easier on a daily basis Cons It becomes very expensive because it charges per user, so the more customers and attendants, the more expensive it is for the company, and some reports are complicated and difficult to generate Review Source Response from Intercom May 27, 2020 Thank you for taking the time to leave us this review Emanuel! I'm so happy to hear that Intercom is the best tool you've found for customer support - that's high praise! We always aim to align our pricing to the value our customers see so please do get in touch via the Intercom Messenger if you'd like to explore your options there. Thanks again, Kate (Intercom - Customer Engagement) LM Lillie M. Community Computer Software Used the software for: 1-2 years ### "Intercom helps organize user feedback like no other!" November 13, 2018 5.0 Over, Intercom has been great! We explored a lot of options, but Intercom has the capacity to grow with our team and accommodate our needs as we scale. It takes a bit to learn all of the features, but once you learn, you can really make it work for any use case. Pros I like how I'm able to tag each incoming and outgoing message with feedback. We use this to track all user feedback and it's super easy to follow up with users by tracking their tags. It's really a game changer in a customer support tool! Cons I wish there was more control over how to assign incoming tickets. The company I work for has increased our Community team and it's been a bit of a challenge to scale with Intercom and organize who is getting assigned what kinds of tickets. We've found a way that works for us, but I wish we could customize this (and things like round robbin) with a bit more granular control. Review Source BN Ben N. CSM Computer Software Used the software for: 1-2 years ### "Intercom is a versatile tool for all customer interaction" October 24, 2022 4.0 It's been great but it takes a lot of effort in order to use all of their features with a small team. Pros I love that Intercom is so dynamic in the ways that it can be used. We use it for in-app customer engagement and support. Cons I don't like the pricing structure. There really aren't any holistic intercom alternatives that capture everything they do. So, we are kind of stuck with a good product that can be very expensive. Review Source SC Simone C. CISUP Director Higher Education Used the software for: Less than 6 months ### "Coinvolgi facilmente i clienti con Intercom" March 7, 2023 5.0 Intercom è una scelta facile per creare esperienze cliente uniche e coinvolgenti e si integra bene con altri strumenti. Pros Intercom è un ottimo strumento per creare percorsi coinvolgenti per i clienti, offrendo supporto, promozioni, conversione di lead e ospitando un centro assistenza da un'unica piattaforma. Cons Il supporto di Intercom potrebbe essere un po' più rapido, poiché le risposte possono richiedere fino a un giorno. Review Source eE elie E. agent Consumer Services Used the software for: 6-12 months ### "logiciel de support vraiment meilleur " January 26, 2024 5.0 Pros il a beaucoup de fonctionnalité et permet de faire vivre une expérience client vraiment meilleur Cons pour le moment je n'ai encore rencontré aucun problème en l'utilisant Review Source VR Verified Reviewer Case Manager Utilities Used the software for: 6-12 months ### "Good, but not the best" January 8, 2019 5.0 Pros Intercom has some basic features that it does well, and the setup is extremely simple. It's out-of-the-box feel is great, it looks good, and it's nice if you are just in need of a basic website communication tool. Cons Intercom is heavily lacking in the customization department. If you have a very unique business model, messaging requirements, voice, etc. Intercom is not the software for you. Review Source MP Megan P. Marketing Manager Marketing and Advertising Used the software for: 2+ years ### "Great support desk" April 7, 2022 5.0 Pros I love that I can use this tool as an all-rounder. I use it to create automated bots on key pages to bring in leads, to support current customers, to house the support inbox for all team members and to have the live chat option available too. Cons It took a bit of time to get used to how this software works - but there's plenty of training videos to use. Review Source Ken B. VP of Marketing Internet Used the software for: Less than 6 months ### "Great for B2B SaaS smaller company" May 20, 2016 5.0 After hearing multiple reviews of them, decided to use them for our targeted client marketing. This was a Buy v. build situation. And I convinced my CTO to let me Buy, whereas we were considering trying to creating all of the advanced targeting. Pros \-The UI for marketers is so amazingly intuitive. I love how it shows you which people qualify for a campaign instantly. Exporting target lists is also easy. Easy to edit and pause campaigns. - Was easy to install their tracking code -Price is great Cons \--Uggh, the Sales process was anything but smooth. My person would not make it clear which of their 3 packages I needed and what would cause me to automatically move to a higher price point. they charge by cookied users (one option), but those are always changing. --Scheduling is not including in my package? That should be a basic feature. -The button options are super limited. They really don't want you using them to pop open an email - they want you using their Reply system, which doesn't work for my ZenDesk - Their image formatting options are also very simple. You can't control simple things like padding, so we were not able to put images in our small Announcements Review Source VR Verified Reviewer Account Manager Computer Software Used the software for: 1-2 years ### "My daily sales tool" August 20, 2019 3.0 Pros Easy to use Ergonomic Real time conversation Cons No cons about this software, its my first experience for this kind of tool and i really appreciate it Review Source Response from Intercom August 28, 2019 Thanks for sharing your experience. Let us know if you have suggestions on how we can improve overall quality. JC VR Verified Reviewer Senior Advocate Food Production Used the software for: 6-12 months ### "Basic, ideal for startups " November 9, 2020 3.0 Pros Intercom has a basic platform. Productivity of agents is simple to track, and tagging conversations for data is simple and straightforward. Cons Gathering data is a bit tricky, and often unreliable. Review Source Response from Intercom November 25, 2020 Thanks for you review and feedback. I'd love to hear more about your Intercom experience so if you have time please reach out in the messenger, mention my name and someone will put us in touch. Thanks! Kate Sugrue (Intercom - Customer Engagement) Essime T. Gestionnaire Retail Used the software for: I used a free trial ### "Logiciel de messagerie " October 15, 2023 4.0 Pros Le produit est recommandé grâce à ses compétences très professionnel et personnel pour les campagnes publicitaires et la gestion mails de marketing avec une approche de solution de gestion de services client . Je le recommande Cons Intercom a été très bon produit pour moi et simple pour la gestion des messageries instantanées et je l'apprécie Review Source VR Verified Reviewer Senior Field Marketing Manager Computer Software Used the software for: 1-2 years ### "Best option we've used yet" December 20, 2018 5.0 We are using this to ensure our clients can be in contact with us as often as they feel it's needed. It's given us the ability to keep better track of the type of volume of questions asked so we can aggregate the data. Pros Pluses are the data filtering capabilities and the basic premise that all of our client contact info is in one place finally. Cons Sometimes speed is an issue and we don't realize we're experiencing a lag time until the person on the other end points it out to us. And the email portion isn't ideal - no ability to give individual people a designated footer/signature as we do with email in our other platform. Review Source AD Alex D. Student Success Lead E-Learning Used the software for: Less than 6 months ### "Best chatbot I’m the industry. " July 24, 2022 5.0 Pros Intercom will free up your customer service team and will be able to book meetings, schedule appointments, answer questions, and satisfy your prospects and clients. Cons It slows down your website a little bit but not as much as the other chatbots on market. Switched from [HubSpot Marketing Hub](https://www.capterra.com/p/171840/HubSpot-Marketing/) Hubspot was slowing down our website. Review Source QP Quentin P. Lead Developeur Leisure, Travel & Tourism Used the software for: 1-2 years ### "Avis sur Intercom" March 8, 2023 4.0 Pros L'outil est intuitif. Les réglages sont plutôt faciles à trouver. Il est facilement intégrable avec Slack. La gestion de la base de connaissances est simple et le rendu est propre. La documentation de l'API est complète et claire. Cons Difficile de gérer des équipesAssignation automatique des tickets perfectiblePas d'interconnexion avec Aircall Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Review Source WA Wesley A. Owner Computer Software Used the software for: 2+ years ### "Fantastic for communicating with customers and visitors in real-time" July 17, 2019 5.0 Pros The ability to have live chat conversations with either visitors or customers in real-time, whilst also being able to get back to people when needed. I also like the ability to send automated messages out to customers based on set criteria as this ensures only relevant people get the messages they need. Cons It can be quite expensive to use completely as there always seems to be another add-on needed. The pay-per-user model is also a a bit unfair at times. Review Source VR Verified Reviewer Entrepreneur Information Technology and Services Used the software for: 1-2 years ### "Intercom by Bucc" March 3, 2020 5.0 Given that it takes time to copy/paste conversations from Intercom to Zendesk, this is the only Con that I see so far Pros We use this to manage all incoming text messages inquiry and looks like trello in a way where you can manage a sort of like workspaces view Cons The main thing that I do no like or hoping for as a feature enhancement is a link between intercom to zendesk Review Source Response from Intercom March 23, 2020 Thanks so much for your feedback! Our current Zendesk app lets you see Zendesk tickets or create new ones from your Intercom inbox. Please do write in to us via the Intercom Messenger with more detail on your requirements here as we're always improving these :) Kate (Intercom - Customer Engagement) Talk to a Capterra advisor for free and get results within 15 minutes.