# Page 27 | Intercom Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 27 - 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 27 - Reviews of Intercom ## Showing most helpful reviews Showing 651-675 of 1131 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use CS Ciprian S. Managing Director Education Management Used the software for: 6-12 months ### "Too expensive for what I need" June 20, 2020 5.0 Good experience Pros I liked the quality of the product and how easy it was to use Cons The price is way too high for a startup. Alternatives considered [Gist](https://www.capterra.com/p/188710/Gist/)[Drift](https://www.capterra.com/p/227417/Drift/) Reason for choosing Intercom Easier to use and deploy Review Source Response from Intercom June 24, 2020 Hi Ciprian, thanks for taking the time to leave us this review and letting us know about your good experience with Intercom. I'm sorry to hear that we're not the right fit for you at this time, but do get in touch via the Intercom messenger if you change your mind and we can help find a pricing package that makes sense for you. Thanks again, Kate (Intercom - Customer Engagement) BK Bryan K. President Computer Software Used the software for: I used a free trial ### "Intercom Review" November 20, 2019 1.0 WORST COMPANY EVER!!! I signed up for a free trial, decided this product was WAY over priced, and moved on. Then I got bombarded by emails to which I responded to that I was not interested since the product is severely over priced and Freshdesk and Zendesk offer way more function at a fraction the cost. I have received not one, but two very pretentious emails back from \[SENSITIVE CONTENT HIDDEN\] basically calling me a bad business owner because I didn't pay exorbitant prices for their crap product. Based on their terrible customer interaction, I will not only NEVER use their product or company, but I will make sure as many people as possible know about my terrible experience with this company BEFORE ever becoming a client. Pros NOTHING! This product offered ZERO benefit over many other products but did set a price well above what they are worth. Cons Terrible customer support. Their employees are pretentious little twerps that need to learn how to interact with others correctly. Reason for choosing Intercom I didn't. I hate INTERCOM now Review Source Response from Intercom November 25, 2019 Hi Bryan, I'm sorry to hear that you have had such a negative experience with our team. We're really passionate about all of our customers and helping them find value and success with Intercom, so this is definitely not how we want customers to feel. I've passed your feedback about our over-messaging and our pricing models on to our relevant teams as we're always looking for feedback on how to improve in these areas. We're sorry to see you go, but also understand that Intercom might not be the right fit for you right now. If you want to speak more about your experience please do get back in touch. Kate Sugrue - Intercom Customer Experience David J. Developer Used the software for: Less than 6 months ### "Lots of features, bit of a learning curve" March 27, 2018 5.0 Pros The automation you can do for the operator is pretty sweet. Lots of conditional triggers you can use to target different users. The live chat is nice and does not slow down the website. Lots of different integrations means you can capture lead information from various sources and targe them appropriately. Has a robust API great for developers to extend. Currently writing a WordPress plugin that extends the API and I am finding it to have fairly good documentation. Cons You cannot change the icon on the operator. Does not integrate with Xero or Freshbooks. Bit of a learning curve Review Source RV Ross V. Operations Manager Information Technology and Services Used the software for: 1-2 years ### "An shining example" August 22, 2019 5.0 After trying different products including our new CRM system's chats we moved chats back to Intercom. Support is brilliant and Intercom as a company is brilliant in supporting you from ebooks, how to guides and blogs unrelated to the product itself they really are great! Pros It does what is says and it does it well. We tried other products and just always end up coming back. Their chat bots are leaps and bounds ahead of anyone else. Cons The menu layouts can get confusing and I do get lost now and again on the GUI. Review Source WCT Wei Chun T. Data Engineer Information Technology and Services Used the software for: Less than 6 months ### "A great chat tool but expensive for startups" December 1, 2023 3.0 Pros UI/UX of Intercom is greatly down and can be seen as an inspiration to a lot of its competitors. Once the settings is up, Intercom generally handles all of the chats and leads seamlessly Cons If you are a small customer, customer support is not really there for you. Fixes and patches takes some time. Plus it's fairly expensive. Review Source Response from Intercom December 8, 2023 Hi Wei - thanks for taking the time to leave us this review! We take customer feedback really seriously and so always welcome it. On the pricing side, you're right - our pricing used to be difficult for smaller companies to rationalize (and understand). That's why we've changed it! You can check out our new, transparent and simple pricing at intercom.com/pricing. We'd love to hear what you think of it! Kate (Intercom, Customer Advocacy) AT Anastasia T. Product Expert Computer Software Used the software for: 6-12 months ### "This is how you provide clients with the best support possible!" July 2, 2019 5.0 Pros Intercom is a Jack of all trade and... actually does them all great :) I mainly use Intercom in for of a chat that's built-in our site and it's one of the primary ways of how I communicate with leads and clients. After we were able to provide an instant support to clients on site, we've also added the chat window to the app which has seemingly improved their onboarding experience. Overall, if you want the best for your clients, Intercom is the way to go. Cons It took time for us to deploy Intercom, but it was definitely worth it. Not surprisingly, but their support was very helpful, so don't be afraid to ask them for help. Review Source JW Justin W. CSM Computer Software Used the software for: 2+ years ### "Useful for customer chats and conversations - not so as a CRM" December 12, 2019 3.0 If you were just using it for the one purpose it would be fine - but there are so many tools a business needs - even a lesser functioning tool would be preferable if it were better integrated. Pros It links in well with your website and is very functional as a chat tool for individuals or teams - especially SAAS teams. Cons We were using it as our sole CRM and it was probably not ever intended for this - as a result we found it quite difficult and limited. Review Source Response from Intercom December 18, 2019 Hi Justin, Thank you for taking the time to leave us this review. I'm glad to hear you enjoyed using our messenger on your website. I'd love to dig into your feedback on our CRM solution a bit more so I can pass it on to our product team. If you have any more detail on the limitations you encountered please do send it on to me. Thanks, Kate (Intercom - Customer Engagement) VR Verified Reviewer Research Analyst Used the software for: 6-12 months ### "We use this for organizing communication with merchants. " July 24, 2018 4.0 Pros I love how the search feature makes it easy to have a record archive of past communication with customers. Cons It is to easy to confuse leaving and internal note verses mistakenly replying to an email. This has happened a few times in haste. Review Source KK Karolina K. Developer Information Technology and Services Used the software for: 2+ years ### "Intercom does make a difference" October 8, 2019 5.0 Using Intercom has made us more aware, of what our possible customers expect or what are they struggling with, when using our applications. We can also easily track overall activity in our applications to improve user experience and expand most used areas. Pros Ease of gathering information from possible customers. Cons Easily can become annoying with plenty of messages popping up. Review Source Laurent G. Gestionnaire Retail Used the software for: I used a free trial ### "Logiciel de Chat " October 18, 2023 4.0 Pros Un top produit de messagerie et des mails de marketing très professionnel et simple à utiliser. Je le recommande Cons Je n'ai pas d'inconvénients sur Intercom Review Source VR Verified Reviewer Co-Founder and CMO Information Technology and Services Used the software for: Less than 6 months ### "Best customer support SaaS" November 21, 2018 5.0 Since using Intercom, we have improved our onboarding flow, drastically increasing the percentage of users who have completed it. Pros I love Intercom's user experience, both for our customer service team but most importantly for our own users interacting with Intercom. Being able to send any type of data to Intercom, we're able to create marketing automation scenarios very easily, which has a direct impact on our bottom line. Cons When replying to users who are not online anymore, they receive a notification by email. Unfortunately, the design of that email isn't great, and we can't find a way to personalize it. Review Source SO Stefan O. Head of Customer Success Computer Software Used the software for: 2+ years ### "Great platform for multiple purposes" March 14, 2019 5.0 Pros Intercom makes it incredibly easy to keep all communications with our customers in a single platform, and keep an overview of our conversations, documentation and customer satisfaction. Cons Some basic features are missing - like fixed email templates and the ability to send emails to people outside of companies. Review Source KD Kimberly D. PMM Computer Software Used the software for: 1-2 years ### "Useful software for a variety of tasks " June 11, 2020 4.0 Problem solved: Connecting with users of our product in the moment to answer their UI questions and keep them engaged. Pros Had a lot of uses! Chatting with users currently on trial/ in product that need support. Seeing which trial-ers are currently online, how many sessions they’ve logged in, how many users they’ve added to their account, what country they’re likely in, their names & emails Cons The chat rules (how chats are assigned to specific users & when) could be laid out in a clearer fashion. Sometimes it was confusing who on our team would get assigned certain chats Review Source Response from Intercom June 17, 2020 Hi Kimberly, Thanks for leaving us this review and letting us know how Intercom is helping you connect with your users in the moment! I've made sure to pass your feedback about assignment rules on to the product team as we're always looking for ways to make the experience even better :) Thanks, Kate (Intercom - Customer Engagement) BB Babak B. CEO Used the software for: 2+ years ### "Easy way to create funnels to communicate with your clients. " March 21, 2018 5.0 Pros Great tool to automate and create triggers to send automated emails to our clients. We can set different conditions and based on the conditions select the email that should be sent. Cons Pricing can increase if your user list becomes a lot. Overall a good product that makes communication easier with clients. Review Source Gabe J. Strategic Partnership Manager Information Services Used the software for: 6-12 months ### "Intercom is incredible. " September 26, 2018 5.0 Customer support and retention Pros I love that customers can get in touch very easily with the relevant team members that they need, whether it be sales, support, etc. Cons It takes some time to get set up if you're really going to do it right. Review Source VC Viktoriya C. Digital Marketing Manager E-Learning Used the software for: 2+ years ### "Intercom is great" December 5, 2019 5.0 Intercom lets the company easily create and manage the weekly newsletter and segment customer lists as needed. Pros I like that intercom has very detailed customer segmenting options and the email templates are easy to create. Cons The filtering and search options are a little complex and could probably be easier to use, other than that, everything else works great. Review Source Response from Intercom December 9, 2019 Thank you for leaving us this wonderful review Viktoriya! I'm really happy that you are seeing the power of our audience segmentation and email templates. I've passed your feedback on filtering and search to the relevant teams. These have been updated in the last few months to a more sophisticated system and we want to ensure they remain easy to use :) Thanks again, Kate (Intercom - Customer Engagement) VR Verified Reviewer Co Founder Retail Used the software for: 1-2 years ### "Your swiss army customer support tool" April 10, 2018 4.0 Pros Great tool if you want to support your customers in a brand new way. There are no ticket numbers. You can create segments and target specific customers with a message based on their behavior! Cons It is super hard to imagine the entire workflow without a visual composer. Creating a campaign with more than 10 automated messages without a visual composer is a rocket science. Take a look at ActiveCampaign's visual builder or even Mautic's (which is open source) Review Source VR Verified Reviewer Customer Success Champion Computer Software Used the software for: 2+ years ### "I love Intercom!" May 3, 2019 4.0 Keeping the communication lines open with our customers! :) Pros It's a wonderful way to keep on top of everything CS related. We can send in-app messages, emails, and chat with customers all in one spot! Cons The interface is a bit confusing to figure out when first starting out. Once you get the hang of it, it works great!! Review Source Emily F. Customer Support Specialist Used the software for: Less than 6 months ### "Amazing! Once you start using intercom, you can't go back. " February 14, 2018 5.0 Amazing customer service for our customers =) Pros Our customers love it. I work for a software company and we have recently implemented it on our software. It allows us to provide quick customer service and is reducing the amount of phone calls and emails we're receiving (which is a MAJOR win) It's easy to use, is really well known (everyone knows the little symbol on the bottom right corner) and is super effective! Also - LOVE the ability to send GIFs. Cons I wish settings were easier to play around with - ex. setting up push notifications, etc. Other than that, so far so good! Review Source VR Verified Reviewer Customer Support Specialist Computer Software Used the software for: 6-12 months ### "Intercom for my SME" November 20, 2018 4.0 Pros Clean and complete, with a lot of information available about our clients Cons Tags system not perfect. And the "close" button that appears in the top right corner on the conversation list (where the time is) is a big turnoff. Review Source Nicolas P. Demand Generation Marketing Specialist Consumer Goods Used the software for: 1-2 years ### "One of the best customer service tool" November 5, 2021 4.0 Pros It's super easy to integrate it with your e-commerce website Cons Once you start working with this one., it's hard to change. Review Source Response from Intercom November 10, 2021 Hi Nicholas, thanks for taking the time to leave Intercom a review! I love your con even if it's a con for you (it's a pro for us!!!) I hope you continue to find value with Intercom :) Thanks, Eabha (Customer Engagement) Konstantinos P. External Market Researcher (part-time) Telecommunications Used the software for: 6-12 months ### "Customer care as it should be" September 22, 2015 5.0 It was one of the wisest choices on our company to start using Intercom. Simplicity and of course functionality and efficiency are the most competitive advantages of Intercom. You can easily keep track of your conversations and always easy to find previous conversations and retrieve relevant information. Another great aspect is the insights offered as you can easily keep track of information that can help your business move toward the right direction to satisfy its users. Last but not least, we love how easy is to assign relevant conversations to colleagues, make internal notes and receiving alerts and also the saved drafts available. Pros Efficiency, functionality and the insights Cons Sometimes the app sends emails and notifications to wrong members Review Source Simeon P. Client Support Specialist Computer Software Used the software for: Less than 6 months ### "Intercom Review " November 21, 2018 5.0 It has been fantastic overall - there are some missing features around the FAQ but that is a minor point compared to our ability to integrate intercom in the ways we need to ​provide our customers with the best possible experience. Pros When a ticket comes in from a customer I see it immediately and can immediately respond. Unlike many other ticketing systems,​ this one specifically helps to actually have just in time support. Cons There are not very many features around content management in the FAQ. I would like to be able to create intranet support articles for my support team and more layers of content navigation. Review Source Andrea S. Web Developer / IT Marketing and Advertising Used the software for: 1-2 years ### "Great for Customer Service" February 21, 2019 5.0 We have collected many sales from users that weren't too sure of a product they wanted to purchase. Without Intercom, I don't know if they would have bought the product. Pros Intercom provides a streamlined experience for e-commerce owners and their customers. Placing it on the website is easy and makes it super simple to engage with potential customers by answering questions. Cons I honestly can't say anything about Intercom. Their service is amazing! Review Source VR Verified Reviewer Pharmacy Technician Retail Used the software for: 2+ years ### "Working at Walgreens pharmacy it was really easy simple " June 11, 2018 5.0 Pros Working as a pharmacy tech at Walgreens. We use intercom plus everyday to do our job! It's easy to teach oncoming future techs the system! Cons As a pharmacy technician with Walgreens. Intercom plus crashes a lot. Especially at random times. Gets frustrating if we are loaded and running behind. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.