# Page 29 | Intercom Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 29 - 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 29 - Reviews of Intercom ## Showing most helpful reviews Showing 701-725 of 1131 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer Head of Content Computer Software Used the software for: 6-12 months ### "Great time saver" June 16, 2015 4.0 I'm a marketing manager and need to send lots of different emails out to our company's clients. We use other email marketing software for our newsletter, but Intercom really comes into its own for automated, triggered emails. For example, you can set a series of criteria, and whenever a user falls into that criteria, your designated email will be sent to them. Saves a lot of time! It's also good for one-off emails, and lets you choose the format (plain text, for example). It's all pretty simple to use and has a nice interface. I definitely wouldn't want to be without it now. Pros \- nice interface - lots of data options - easy to set up drip campaigns Cons \- stats could be more advanced Review Source JK Jeremy K. Operations Manager Internet Used the software for: 2+ years ### "An asset for interacting with users" February 6, 2019 5.0 Pros Pretty sleek interface for the client allows us to share product updates, collect feedback and provide an outlet for user requests. Cons A bit nit picky but pricing is not ideal for our use case as we have a lot of users that come through on and off. Review Source VR Verified Reviewer CTO Computer Software Used the software for: Less than 6 months ### "Great tool to provide customer support!" September 21, 2022 5.0 Intercom is an amazing tool, the experience is great! Pros Intercom is a very good solution for customer support, the live chat is simply great, they offer multiple features and resources to create great experiences like user onboarding, notifications for your app and you can embed their chatbot to your website, which is great. Cons The tool is great, maybe having more customization for emails and custom messages to make it look more like your own brand. Review Source VH Vu H. Customer Success Manager Hospitality Used the software for: 2+ years ### "Intercom is headed in the right direction" November 12, 2018 5.0 Pros Intercom is trying to create a lot of smart automated functions so it can save me time. The various bots and article suggestions have really help free up time get on the phone and talk to leads or customers. Cons The search function for conversations is terrible. It's just a simple search box which makes looking for certain conversations very difficult. Also, I was there were more indepth or more filtering for the performance metrics. Review Source KO Kinga O. Contributing Writer Marketing and Advertising Used the software for: 6-12 months ### "GAMECHANGER!" February 17, 2019 5.0 Pros Intercom helps you with customer service and works perfectly even on a huge scale of clients. I strongly recommend upgrading your Intercom - Intercom Messages are great but you should make the most of other features, too. The response time on our side is shorter and conversations are spot-on, we packed Intercom with a lot of additional helpful materials so it is a machine now. Cons It can be really overwhelming at first with all those features. Onboarding process is quite smooth but you need to do it in one go in order to remember and apply it all. Review Source CS Chase S. Technical Coordinator Computer Software Used the software for: 1-2 years ### "Saving the Support Staff" November 12, 2018 5.0 Intercom has totally changed the way we support our users. The ease-of-access for our users translates to quicker and more direct support. No more phone tag, or waiting on email responses. We're there for our users when they need us, wherever they are in the product. Pros Easy to use interface, interesting and relevant webinars on the software, simple implementation, team-focused. Cons Features locked behind paywalls, changing pay structure, slow support time. Review Source BK Brent K. CEO Airlines/Aviation Used the software for: 1-2 years ### "Great product, but they nickel and dime you a bit" November 3, 2016 5.0 Overall I really like this product. Their UI is a bit wonky (although they think it's great), but it's been getting better. There are a few quirks that are annoying and the service experiences more service interruptions than other platforms we use. For what they do, versus what they charge however, we probably would switch quite quickly if something less expensive came along. Customer support is good though. Pros Generally makes customer service easier, however there is no knowledge base or any slick way of mining the data from the your customers. Cons You need to watch when typing a long response, the interface might crap out or freeze, etc.. It becomes annoying at times. Review Source KW Kajetan W. Marketing Consultant Marketing and Advertising Used the software for: 6-12 months ### "Very good CRM with weird pricing" September 9, 2020 4.0 It allowed us to import internal parameters to Intercom. I was mostly analyzing contacts behaviors and communicatiing results inside Intercom. It was very useful. Creating email sequences was also easy. Pros It's easy to use with great contact analysis and emailing features together with inapp messsages. WIth no previous experience, I was able to do everything I needed inside Intercom with no trouble. I don't know the full potential of it but it was alright for me. Cons Complicated pricing (and simple high price) with some unexpected changes. I wouldn't try Intercome again. There are lots of alternatives. Review Source Response from Intercom September 16, 2020 Hi Kajetan, thanks for taking the time to leave us a review and I'm glad to hear you found our tool so easy to use! If you liked our email sequencing, you'll LOVE our new Series feature which is a visual messaging campaign builder :) Thanks for your feedback on our pricing too. I'm sorry to hear we weren't the right fit for you just now but hopefully our paths will cross again in the future. Kate (Intercom - Customer Engagement) VR Verified Reviewer AI Research Assistant Computer Software Used the software for: 1-2 years ### "Greatly increased interaction with potential customers, easy to automate and analyze" March 28, 2018 5.0 Pros The freedom intercom gives you in creating mass campaigns, automated knowledge bases and exports of data to be analyzed extensively allowed us to much improve and increase interactions with potential clients Cons Intercom does not yet offer enough flexibility in managing multiple identities from one account which would have made some things for us easier Review Source Iyanu V. Founder Information Technology and Services Used the software for: Less than 6 months ### "Best Modern Live Chat" November 8, 2018 5.0 Pros Intercom is very fast, has an elegant UI design, and it increases conversion a lot. It offers manual and automatic messages reply, leads are still captured even when the operator is not online. Cons When capturing leads, Intercom doesn't check how genuine the email address is and sometimes SPAM or wrong email addresses are captured as lead. Review Source Response from Intercom December 5, 2018 Iyanu, thanks for the review! Great to hear it's increasing conversion for your business! Operator will continue to be a huge focus for our roadmap so I will make sure this feedback will be passed to our product team! VR Verified Reviewer Consultant Logistics and Supply Chain Used the software for: Less than 6 months ### "All-in-one support software " September 20, 2018 3.0 Potentially could have eased our support but the configuring process took so long. Dashboard confused us with unfamiliar terms. Pros Allows our support to trace conversation and respond from any platform Cons It took a long time for us to configure it when we only needed the basic functions of online chat and email integration Review Source Response from Intercom September 25, 2018 Thank you for the feedback and sorry to hear setup wasn't ideal for you. We'd love to hear about what terms confused you when you were configuring Intercom. If you'd be willing to chat just respond to me directly or reach out to our support team through the Messenger. AL Anabelle L. Marketing Construction Used the software for: Less than 6 months ### "Intercom: Chat buddy + CRM system" February 16, 2021 4.0 After getting the hang of it, I find it beneficial and efficient for generating leads and pointing them in the right direction. We have it connected to our website to use the chat feature and for our contact form on our site. Pros I like how I can organize tasks and leads easily. Leads are asked general info up front (name, email, and phone number) that it's easy to categorize when they come in. We can assign, close, or connect with leads very easily. Cons At first, there was a lot to learn. I couldn't learn on a whim, I needed a tutorial to get around. I find myself googling things as I run into things I've never done before. Review Source Response from Intercom February 24, 2021 Thanks for taking the time to review Intercom Anabelle, and for letting us know how Intercom is helping you efficiently generate and channel your leads. Thanks too for your feedback on our onboarding process. Our Product Education team are always hard at work looking for ways to make learning easier and more accessible...but Google is great too :) Kate (Intercom - Customer Engagement) Quentin V. Information Technology Specialist Legal Services Used the software for: 6-12 months ### "Great for Customer Aquistions" January 25, 2019 4.0 Pros Easy to chat with our customers and clients when they have questions Cons The layout of some of the Tabs could be better places, or allow us to customize Review Source VR Verified Reviewer Director of Marketing Internet Used the software for: 2+ years ### "Expensive, mostly works " October 12, 2018 4.0 Pros Easy chat, customizeable messages to visitors and users. Cons It's really expensive, they just raised the prices. They are behind the curve on automation and playing catch up to other tools Review Source JL Jakub L. QA Information Technology and Services Used the software for: 2+ years ### "Powerfull tool for user menagement " September 16, 2019 4.0 Pros The best thing about this software is almost endless possibility to customization. In my company we're using conversations and product tours which are awesome. Cons Sometimes it's really annoying (from the user point of view). Review Source FC Fran C. CMO Sports Used the software for: 1-2 years ### "All in one: support, mailing, mobile apps" December 7, 2016 5.0 It is a very efficient tool to control the basic and advanced aspects of our customers. For example, you can quickly access a complete record of any customer and see how he has interacted with your business: use, shopping, interaction. Perhaps it is a somewhat complex tool because it has many characteristics. Pros I like to have all the information of my clients on the same site. Working with such an extensive database is very useful for any business. Cons Sometimes, having so many features makes the platform not accessible to smaller businesses. The price is high, and it takes quite some time to take advantage of everything it offers. Review Source Sarah H. Client Education Associate Used the software for: 1-2 years ### "Great resource for sending in-app messaging to software users. Also great for sending genera emails." November 22, 2017 5.0 Pros It's so easy to use. That's definitely the best part about it. There is a lot of functionality in terms of what the actual message looks like to users. It's great that they can chat you back as well. Cons There isn't much to dislike but it would be nice if there was an integration with salesforce so you can better manage the messaging. Review Source VR Verified Reviewer Vice President, Client Success Internet Used the software for: 1-2 years ### "Great communication tool" July 19, 2019 5.0 Pros \-Lots of flexibility to automate communication -It consistently works and drives results -A/B testing feature makes it easy to conduct tests and choose winners -Easy to create messages Cons \-It’s lack of a real integration with SFDC and Gainsight. It works outside of other systems and we can’t orchestrate our overall customer lifecycle Review Source Sylvie Florence K. Gestionnaire Retail Used the software for: I used a free trial ### "Un produit sympa " October 2, 2023 5.0 Pros Très sympa et facile à utiliser avec une bonne qualité d'interface. Flexible et rapide pour le Chat direct. J'adore Cons C'est un très bon produit que j'adore. Je n'ai aucun problème Review Source SC Sarah C. CSR Computer Software Used the software for: 6-12 months ### "Confusing for customers." October 6, 2019 3.0 I am on the fence with this software, Sometimes it is really great but others it seems that customers are just so angry because they think its live chat. Pros I like how simple the platform is and how clean it is to navigate around. It has some great features such as the reporting and also saved responses and answers to help streamline communication between agents and customers Cons There is an option which says "We will reply in 10 minutes" and there is no way to turn this off so customers think this is live chat which then results in a lot of angry customers. Review Source VR Verified Reviewer CEO Real Estate Used the software for: ### "Intercom - it was cool, it's getting annoying" November 11, 2016 3.0 Intercom's a product that we do like, we do use a lot. Our customers find it easy to use. The biggest issue to date has been their change in their apps UI/UX and the customer support during this migration. It wasn't great. I also feel like the value for money Pros \- UI/UX - Ease of learn - Integration with your app (depending on your stack I suppose) - Client facing quality / customisation options of the tool Cons \- Price point for different packages. Because you have to pay per month for each and there are 2 tiers for each, for a smaller startup it's expensive. Have to work with them to grow into it. - The product isn't that great relative to a self build if you got big enough. You'd want to look at building your own solution. Review Source Rohan P. Software Engineer Information Technology and Services Used the software for: 6-12 months ### "Awesome Chatting Tool" December 3, 2018 4.0 Pros Very user friendly tool and they always listen to feedback. Cons Should have some more intutuive UI and reporting should have proper sections. Review Source SM Sean M. Lead Design Design Used the software for: 6-12 months ### "Intercom is a game changer for our software" July 16, 2019 5.0 Intercom has been a wonderful experience, it is simple to use, effective, and well worth the money to keep connected with your clients. Pros I like that it keeps me connected with our clients! alot of issues that would take a while to get resolved via email gets solved faster via direct chat. In addition the help desk intercom offers is great, it's very simple to use and the design is clean. Cons It's really tough to find cons about this application, I would say the only thing that could be better is perhaps a more obvious notification when people chat you. Review Source Richard R. Software Developer Computer Software Used the software for: 1-2 years ### "Very powerful tool with lots of powerful up-sell features" September 25, 2019 5.0 Overall it's great. It's easy to develop for and easy to integrate with. Pros It's so much more than just a "website chat" - it's a whole customer engagement platform. They have great APIs and are very flexible. Also product tours are amazing. Cons It can be confusing to use. The API CAN be confusing at first since there is a lot of terminology they use. Review Source Ana V. Customer Support Engineer Information Technology and Services Used the software for: Less than 6 months ### "using Intercom" November 18, 2019 4.0 Pros Intercom is very easy to use and straight forward. After 5 minutes of looking into it I was able to start taking chats and engaging with customers. Cons Due to its simplicity, the way you track your chats has some issues. It'd be good to have more status available for us to be able to quickly track what part of the conversation . I would like to see the notes all together as well, instead of inside the chat, so I don't have to scroll up everytime I want to read notes someone left. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.