# Page 28 | Intercom Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 28 - 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 28 - Reviews of Intercom ## Showing most helpful reviews Showing 676-700 of 1131 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use ED Eric D. Customer Success Lead Internet Used the software for: 1-2 years ### "This Wasn't What We Needed" August 22, 2019 3.0 General Comment edited We were happy to turn to Help Scout for support and Mailchimp for email marketing. Pros There are some great "live chat" support options within Intercom. It's great for that. Cons I see many companies using Intercom to run their support teams and I don't know how they do it. We've found it cumbersome and unnatural to use. Review Source Response from Intercom August 28, 2019 Sorry to hear Intercom wasn't for you Eric, but thanks for taking time to leave your feedback. Was there specific features you were looking for that Intercom doesn't have? JC Jeannette G. Gestionnaire Retail Used the software for: I used a free trial ### "Logiciel de gestion " October 19, 2023 5.0 Pros Un top produit de messagerie pour les entreprises et très professionnel avec une qualité d'interface très bonne. Je le recommande Cons C'est le meilleur produit . Je n'ai pas d'inconvénients Review Source RD Rakesh D. Head - Customer Success Team Computer Software Used the software for: 1-2 years ### "It's a very good software to track the customer retention and customer drop rate. Very much useful.." July 19, 2017 4.0 It has helped us track the drop rate . We have also got an insight on the most viewed pages which helped us on updating the same feature. Pros The real time interaction option is very good. If properly used it can be very beneficial in getting the feedback on the go for the software. Tracking the customer drop off data is very good for analytics. Cons May be the UX needs a bit more enhancement as it is a bit complex to understand the usability. But it's not that big a drawback. Review Source CK Caitlin K. Community Manager Used the software for: 6-12 months ### "Incredible Value for the Price" January 16, 2018 5.0 Pros Intercom is incredible. From the first week of using Intercom, our engagement increased exponentially and has allowed people to interact, reach out, and purchase our services far earlier than they ever did before with the pop-up chat feature. I also love that you can target certain groups (customers, leads etc) with specific, targeted messages via the website popup or by email. You can also save canned/saved responses that you frequently answer to save time, as well as create and attach "help center" articles to educate and engage your customers (way better than an FAQ!) Cons Because Intercom is so robust, it took a little time to get used to the system and all of the features it provides, but once you get the hang of it, it's amazing what it can do for you and your business! Review Source KC Kelly C. Customer Success Manager Computer Software Used the software for: 6-12 months ### "Intercom is a great place to start" November 30, 2020 5.0 If you need a simple chat tool for your website, Intercom is a great place to start. But there may be better programs out there if you are looking for more features. Pros Intercom is simple, easy to use, and great for website chats. It is very easy for customers to interact with. Cons The chat feature is great on intercom, but it can be tricky to navigate and find things when trying to use other features. Review Source Response from Intercom December 2, 2020 Thanks for leaving us this review Kelly. It's great to hear that you've found Intercom so simple and easy to use. If you ever need help navigating the platform make sure to check out our regular webinars or take a course in our online Academy. Thanks again, Kate (Intercom - Customer Engagment) RP Rebekah P. CSM Computer Software Used the software for: 1-2 years ### "Love this product no complains " September 24, 2020 5.0 Great! happy with the product and how easy it is to use! Pros This has been a great product for communicating things to our users! Easy to use and has a great support team! Cons it is too easy for other team members to change things and it can cause confusion. Wish there was better ways to add permissions Review Source Response from Intercom September 30, 2020 Thanks for leaving us this review Rebekah! We hear you on permissions, it's something our team have recently improved and will continue to focus on :) Kate (Intercom - Customer Engagement) MB Marco B. Head of Marketing Marketing and Advertising Used the software for: 6-12 months ### "Useful and with an easy implementation" February 18, 2023 5.0 Good, we use it for customer care and live chat. Still testing the chatbot side. Pros It's easy to implement it and for the team to use. Cons The chatbot and automation sometimes struggles. Review Source AG Aaron G. CEO Used the software for: 2+ years ### "Intercom is an amazing piece of software that we just couldn't run our business without!" April 11, 2018 5.0 Pros Everything, I love everything! Its such a powerful tool for our support, our knowledge base, profiling our clients, a smart CRM and more! Cons I just wish segments in the product would also save the columns I have open at the time , this would allow much more flexible reporting. Review Source VR Verified Reviewer CEO Computer Software Used the software for: 6-12 months ### "Intercom is a scam" August 3, 2022 2.0 Terrible, avoid Pros Great UI, but that's about it. Please avoid this company Cons Very expensive! You need to pay for many features (in our case Survey add-on) and even then, they don't give you a full feature that you paid for but a limited version of that. To get full functionality of your purchased add-on, you need to upgrade again to a different plan again. Review Source VR Verified Reviewer Associate Software Engineer Computer Software Used the software for: 6-12 months ### "Intercom - at your service" November 20, 2018 5.0 I've been using Intercom for 8 months. Pros The software provides a wonderful interface for staying on top of incoming customer messages. Cons The api did not offer a way to parse the data between dates using python. Review Source VR Verified Reviewer Software Developer Marketing and Advertising Used the software for: 2+ years ### "Intercom is pretty much my Go To for website chat" July 7, 2022 5.0 Pros everyone knows how to use Intercom as a website chat tool Cons the initial integration is a bit finnicky to get Just Right Review Source LB Lauren B. Account Manager Telecommunications Used the software for: 6-12 months ### "Practice what you preach" November 2, 2018 4.0 Please help me set up the features I upgraded for. Pros It knocks all other chat services out of the park in terms of UX and general personality. Cons One thing I cannot understand though is why they don't practice what they preach. Their customer service team take HOURS to respond, and when they do, they put more emojis than resolutions in their replies. Upgrading to another pricey package I would have thought they would be more willing to assist me with my question and not just link me to endless jargon filled articles. Hold my hand a little bit Intercom, when I have a question, I'm not paying for you to send me some articles 5 hours later, I'm paying for you to assist me do what your business is all about - help me set up the best customer service function in the world! Thanks Review Source AR ANIKET R. Assistant Manager Information Technology and Services Used the software for: 2+ years ### "Intercom - A good messenger app for your company" December 5, 2018 5.0 Overall Intercom is a good messenger software for your company and there are few things which is still missing. I hope they get it soon. Pros I am a QuestionPro employee. We are using Intercom as our chat software. It is web-based and we find it very convinient to use. Our clients use Intercom to chat with us. It is easy-to-use. Cons A bit of lag is there sometimes. When a user or our client start a conversation then there is sometimes a gap of secs then message reach to us. Rest everything is fine. Review Source Maor I. Software developer Computer Software Used the software for: Less than 6 months ### "Intercom is really good but pretty expensive." November 2, 2022 5.0 The Overall experience is great but the price. Pros Using a sequence of emails and in-app chat to engage with customers is fairly simple.I adore the customizability. Additionally, they are incredibly helpful should you need assistance or just have a question. Cons Really expensive, the pricing really doesn't match the product.There are some alternatives that are cheaper. Switched from [Zoom Workplace](https://www.capterra.com/p/144037/Zoom-Video-Conferencing/) I made the switch primarily because zoom isn't really optimal and isn't as professional to use in a company this size. Review Source Elisa G. Project Manager Internet Used the software for: Less than 6 months ### "Great software to communicate with your visitors" January 22, 2019 5.0 We use Intercom on all our sites and also reccomend to our customers setup this great solution. We are completely satisfied with this service. Pros This service provides invaluable assistance in communicating with our potential customers and in research and needs. Separately, I want to mention the well-developed analytics. Cons At first, you can get confused in the interface, it’s not always clear at first glance. Also, the modularity of the service, rather than its integrity, often causes inconvenience in use. And yet the question of cost, it is too high for some customers. Review Source Pete P. Customer Success Manager Marketing and Advertising Used the software for: 6-12 months ### "Intercom delivers an outstanding live-chat feature" November 7, 2018 5.0 Pros The service was added to our arsenal of customer support benefits and provides clients with instant access to problem resolution. Like the ability to add a library of self-help topics for those that like to do things themselves. Cons Lack of detailed report tools, unable to have multiple users easily access data. Review Source VR Verified Reviewer Quality Lead Internet Used the software for: 1-2 years ### "One of the best customer communication tool. " December 31, 2018 4.0 We use it in our sales team, we use to chat with our customers with Intercom on first place. We are happy that we chose this tool over others. Pros Its Engage Module ( automated emails ) feature is an amazing feature. Please do try it. All the queries related to the customer stays at one place, you can get the entire case details easily while chatting with customer Cons More users you have, the more price you need to pay. Review Source VR Verified Reviewer Deputy Director, Advocacy Hospital & Health Care Used the software for: I used a free trial ### "Intercom review" April 17, 2019 4.0 Pros I'm using the free trial to assess whether this is the right fit for my company's help desk. I love that you can so highly customize the live chat (with logo, language, etc.). We are also thinking of launching a blog of sorts, and the “Product Changes” area has a great look and feel to it. Cons I wish the UI was a little more intuitive/user-friendly, but it's not something that would make or break our decision to use Intercom as our support platform. Review Source Response from Intercom April 18, 2019 Glad to hear the trial is going well and that you took the time to leave a review. We love customer feedback. VR Verified Reviewer Sr. Content & Brand Marketing Manager Internet Used the software for: 1-2 years ### "Everything in one space " February 19, 2023 4.0 Pros intercom has built out a lot of different features so there is a little bit of everything that you can use to communicate with customers and prospects. Quick banners and chat bots are my favorites Cons There are some UI/UX things that can make it trickier to find what you are looking for or how to use a certain area of the product. 1 core challenge is setting the trigger pages for chat bots. You just have to know that you cannot choose pages to include and exclude. You need to just choose one rule even if you select multiple pages. Review Source YM Yainer M. customer success manager Computer Software Used the software for: 1-2 years ### "Sosafe " December 9, 2022 4.0 Pros Its a good software i like all the funcionalities that it has Cons I dont like that its difficult to learn hot to use it Review Source VR Verified Reviewer Affiliate Manager and Digital Marketing Specialist Information Technology and Services Used the software for: I used a free trial ### "Loving that I would have to pay for services that I want." October 13, 2019 5.0 Definitely loving the experience with Intercom. Looking forward to explore new things with it. Pros It's well established that the services Intercom offers are the best in the market. That's why I had decided to try it out. I am currently on its free trial but I am very much blown away with the features. Even though the pricing is a bit steep for me, I am glad that I would have to pay just for the services that I want. Cons Only negative I could think of it is that the pricing is a bit steep. But if the services are good, the pricing is then well justified. Review Source Lucia P. Email Marketing Manager Computer Software Used the software for: 6-12 months ### "Amazing triggered customer messaging tool!" February 26, 2019 5.0 Great! I'm an Intercom fan! Pros There are many events and rules that can be used for sending automated triggered messaging. The messaging can be super specific if you do it right. The software is super fast and setting up a campaign takes a minute or less (depending on the complexity of the campaign- number of messages or rules). Cons Sometimes it's not easy to understand the difference between rules of the campaign, rules of the messages and the folder messages (messages in a folder, not in a campaign). I've realized that it's different. Review Source BL Bilal L. Freelancer Writing and Editing Used the software for: 6-12 months ### "Best CRM" September 16, 2022 5.0 Satisfied Pros ease of use always giving new features Live chat feature is awesome Cons Deleted message not deleted fully mail system has poor targeting Review Source VR Verified Reviewer Customer Success Manager E-Learning Used the software for: 6-12 months ### "Useful chat tool " March 15, 2019 5.0 Intercom is really helpful and easy to use for the customer service team. And this app helps our team daily to communicate with our users. Pros The most thing that I like about Intercom is that it is pretty easy to use, I like that it helps me in conversation with customers. I like feature with helpful articles and automatic answers. And also I like to see at what page of our site someone asks me a question because it really helps to find out what problem our user has. And also I like Intercom mobile app - works perfectly. Cons I just don\`t get it - why are images sending like attachments? Review Source WR Wesley R. CMO Health, Wellness and Fitness Used the software for: 2+ years ### "Terrible customer service, unable to fix issue for over a month." May 14, 2019 2.0 Too expansive and useless customer service, don't care about customers Pros A lot of options, easy to install on Wordpress Cons Expansive, difficult to use. They do not fix issues, it can break your website and nobody cares. Customer service response time days not hours. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.