# Page 3 | Intercom Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 3 - Is Intercom the right Customer Satisfaction solution for you? Explore 1133 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 (1133) 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 3 - Reviews of Intercom ## Showing most helpful reviews Showing 51-75 of 1133 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use MJ Marjorie J. Head of customer services Computer Software Used the software for: 1-2 years ### "Thanks Intercom !" April 14, 2025 4.0 makes my job easier, I have all the data in one place and I can interract with my customer so fast. The reports help me analyse what we are doing. Pros Lots of possibilities. It makes my job easier to have all the data in one place. Macros and Articles have help me be more efficient. Cons When help is needed, it is rather long to have an agent to talk to. Review Source JS Jessica S. Front Desk Hospital & Health Care Used the software for: I used a free trial ### "Intercom Software: The Good, the Bad, and the Pricey" January 27, 2025 3.0 stands out as a powerful tool for businesses looking to enhance customer support. Its features set an excellent choice for growing businesses, though its cost deter smaller teams. For businesses with the resources to invest in its capabilities, Intercom will be a game-changer in building meaningful customer relationships. Pros is a widely known communication software that it was designed to enhance interactions between businesses and their customers, which it has become a first choice for companies endeavor to provide real time support with customers. Cons It's a pricey software, limited customization when it comes for chatbots, it will take time to learn the system Switched from [RingCX](https://www.capterra.com/p/242186/RingCentral-Contact-Center/) testing out new softwares for the company Review Source Response from Fin February 4, 2025 Hey Jessica, Bobby here, I lead the customer support team. I'm bummed to see this feedback, I like to think these are some of Intercom's strengths, so would love to chat and see and how I can help. We completely rebuilt our pricing last year to offer more value -- lots of pricing flexibility and all plans have powerful functionality for helping customers. We also have lots of customization for our AI Agent like tone, multilingual, teaching it guidance, the ability to read and write actions, and smoothly integrating into your help desk. Most customers tell us this is the most powerful AI Agent on the market. Let me know if you open to chatting! My email is robert.stapleton@intercom.io SB Stefan B. Marketing Coordinator Customer Experience Manager Retail Used the software for: 1-2 years ### "A long needed review" March 25, 2025 5.0 I recommend warmly to my colleagues in this line of work. Especially their support team is well trained, communicative and helpful to a very broad extent. I've dabbled with most of the options in my plan, because it's a fun system to work in and try things out in. The program works intuitively and it's only rarely that I can't figure out how something works. Pros Recently the AI-bot (Fin) to help me out with everyday chats and questions. Cons The obligatory upgrading to a higher paying model for some options that seem to be included to the basic model, at first. Review Source AH Anna H. Litigation consulting Insurance Used the software for: 6-12 months ### "great assistance but costly" January 7, 2026 3.0 While we like a lot of the features of , we keep getting questioned if we can use another company considering its cost. Pros has a great help desk (support). It also uses AI in its platform along with email should you need assistance. Cons The cost seems to be high and it keeps continuing to increase. It may be hard to substantiate using if you are a small business considering the cost. Review Source VR Verified Reviewer Autonoma Food & Beverages Used the software for: Less than 6 months ### "Muito eficaz " March 18, 2026 5.0 Minha comunicação com a é muito eficaz muito bom decifra o atendimento , eu gostei bastante Pros A é super legal esse site os produtos nele incluindo as reuniões sabemos quem estar usando nossa privacidade. Cons Nao tenho muito o que fala nao afinal todos os produtos é excelente pra resumir funciona muito bem parabens Review Source VR Verified Reviewer Patient Care Advocate Hospital & Health Care Used the software for: 6-12 months ### " Enhancing Communication and Customer Engagement" December 20, 2024 4.0 Overall I am very much satisfied with , making handling chats so much more comfortable and easy Pros it is very user-friendly and the use of macros and other features like tagging a member or transferring it to a different team makes it very much handy. The AI co-pilot is also very handy making us handle fewer chats. Cons how it can lag at times which required us to reload the page Review Source ID Irina D. CTO Computer Software Used the software for: 2+ years ### "Great user experience and trust" April 18, 2025 5.0 Pros Clean user experience, increasing user confidence in the product. Beautiful UX Cons Higher prices by number of seats required for the business overall Review Source AP Aleksandra P. Marketing Specialist Marketing and Advertising Used the software for: Less than 6 months ### "Fast replies 24/7, without working 24/7" March 6, 2025 5.0 Since we started using , the traction with customers and our warm pipeline has grown noticeably. It's made engaging with leads so much smoother and more effective. Plus, with the automation feature, our customers can get the help they need anytime, 24/7! Pros What I really enjoy about is that I can reply instantly right on our website, so I don’t have to deal with multiple logins or emails. It’s super straightforward! Plus, the automation feature is fantastic because it saves me from answering the same questions over and over again. It's less monotone this way. Cons Some advanced or more sophisticated features are only available with premium plans, which can be a bit pricey for smaller businesses. Review Source ZD Zoe D. Student Marketing and Advertising Used the software for: 6-12 months ### "The Best Live Chat Platform!" March 27, 2025 4.0 Overall have dealt with positive experiences with , and the AI-tools are quite impressive. Pros Having a live AI-powered support chat available 24/7 is an incredibly useful tool for many businesses. Whenever customers have questions, the chat can try to help even in off-hours. Cons The price can be a little steep for smaller businesses, and response times can be a little slow sometimes. Review Source Jennifer M. Marketing Information Technology and Services Used the software for: 1-2 years ### "Fantastic interface for communication to our clients" January 24, 2025 5.0 Their support is excellent and they are very good at assisting. Pros How many features it has we have to go no where else for all the support we need for our clients Cons Sometimes tagging people doesnt work when importing csv (small issues) Review Source JL Jason L. software engineer Computer Software Used the software for: 2+ years ### "a useful tool for customer online support" February 18, 2025 5.0 very useful tool for customer online support Pros easy to use, it is a intuitive tool, no much training is required Cons the fee for is bit high, for the ai answer, it charge $1 per answer, it's very expensive comparing to other ai tool Review Source JC Joel C. Customer Success Manager Information Technology and Services Used the software for: 1-2 years ### "Fantastic Product For Managing Your Support Chats" October 25, 2024 5.0 In my experience, has been great to work with. They have released some new features that are part of our general subscription which is always a bonus. Pros Managing and completing Support chats within is great. It is very easy to track which chats are needing urgent attention and once you have completed a chat, it is easy to snooze them until your preferred time. We have just started using the AI function which seems to be working well so far. Cons Occasionally, if you have lots of chats, it can be confusing to see which Support rep is working on a chat and which are free to be able to be worked on. Review Source AO Ayomikun O. Snr Technical Support Engineer Information Technology and Services Used the software for: 6-12 months ### "Intercom review" February 17, 2025 4.0 Intercoms is a great tool and makes live chat seemless Pros makes live chat interesting and comes with good reports to track performance Cons You can't do a text search on your closed tickets. The only search available is the global search on all tickets Review Source GM Gustavo M. Manager Management Consulting Used the software for: 1-2 years ### "My pleasant experience with Intercom" October 11, 2024 5.0 has completely changed how we interact with our customers. The live chat feature is a game-changer, and the automated bots save us so much time by handling common questions and qualifying leads. The ability to segment and personalize messages based on user behavior has made our marketing much more effective. It took a bit to set up, but once running, it’s incredibly efficient. The knowledge base has also reduced our support workload. While it’s not the cheapest option, the value it adds to customer engagement and sales conversions makes it worth the investment. Pros What I like most about is its ability to combine multiple customer service, marketing and sales tools into one platform, making direct and efficient communication with users easier. Especially the Intelligent Live Chat. Cons is great for mid-sized and larger businesses, but its approach and pricing structure aren't as well suited to startups or small businesses that don't have a dedicated support or sales team. It's also too complex for businesses with simpler needs. It's priced per user or per interaction, so as your customer base grows, so do the costs very significantly. Review Source VR Verified Reviewer SVP of Engineering Hospital & Health Care Used the software for: 1-2 years ### "A very basic CRM" January 6, 2025 4.0 Pros Relatively simple interfaces and api endpoints. Interesting AI integrations / product features. Cons Issues with basic customer management concepts such as merges. Development team seemed unresponsive to potential product issues, yet aware they existed. Switched from [Kustomer](https://www.capterra.com/p/158128/Kustomer/) Kustomer briefly stopped offering a HIPAA compliant product. Review Source EA Elise A. Patient Navigator Non-Profit Organization Management Used the software for: 2+ years ### "Pros and Cons to Intercom. " November 6, 2024 4.0 My overall experience has been good. I have found it difficult to get the hang of in the beginning, but with practice it gets easier, and I'm finding more and more features I didn't know existed. Pros has a lot of features that have been very helpful in large-scale costumer support. My favorite features are the ability to assign emails, and easily writing notes to coworkers and then switching back to emailing/chatting with a client. Cons There is a sound that constantly plays whenever is open on the desktop. It has been very distracting when multitasking with intercom and other programs. I have never found a way to get rid of it. Another downside is how overwhelming and difficult it can be to begin using. It's not as simple as other programs. Review Source Response from Fin November 15, 2024 Hi Elise, thanks so much for your review! To turn off your browser notifications go to Your account > Notifications and scroll down to Browser notifications where you can toggle the play sound off. KH Kelly H. Customer Success Manager Computer Software Used the software for: 1-2 years ### "Great tool for managing customer support tickets " March 31, 2025 4.0 Pros Easy to manage customer support chats and integrates well with our platform in addition to many third party applications that are part of our internal tech stack. Cons The AI agent isn’t always accurate and could do with some work to improve it Review Source PL Phillip L. Director of marketing Computer Software Used the software for: 2+ years ### "good for support" November 20, 2024 3.0 It's more suited for customer services and not really marketing. Pros We can use it to prequalify leads and guide current users to support articles Cons It's not very marketing and sales-friendly, lacking a few features like proper attribution and pushing full location information, including city and state, to Salesforce CRM Review Source HT Haruki T. Sr. ADR Computer Software Used the software for: 6-12 months ### "Love the automation capabilities" January 19, 2025 4.0 Pros I love how 's abilities to automate repetitive tasks like the initial message to engage prospects and ensure the lead is accurately routed to me, instead of another rep who doesn't own the territory. The ability to identify the prospect's behavior on our website is very helpful. Cons While the automation of repetitive tasks is great, the messaging sometimes is a bit off or sounds robotic. Review Source MG Mathieu G. CEO Accounting Used the software for: 2+ years ### "Really good but expensive" September 11, 2024 5.0 Good interface, quick search, easy to use for all the team Pros Really helpful for chat with lead and customer. Possibility to make series to automate communication. Possibility to send event to customize serie Cons is really too expensive and each new feature are more and more expansive. We can't use other feature, Intercom is the service with the higer price in our company. Alternatives considered [Crisp](https://www.capterra.com/p/151292/Crisp/) Reason for choosing Intercom We use before Crisp. I prefer Intercom GUI. All our database and help desk exists in Intercom. Don't want spend time to switch from Intercom to Crisp. But Crisp is really a good service and really less expensive Review Source Response from Fin September 17, 2024 Darragh here, I'm CTO at Intercom. We made some big mistakes on pricing historically and I'm really sorry to hear they've faced you. While some people will opt for very cheap or free point solutions, our product is incredibly broad, capable, and robust, and we've restructured our pricing to be very accessible for small companies, with plans starting at as little as 29$ / month, and a very generous program for early stage companies to use all the power of Intercom with significant discounts. It sounds like you're suffering one of our old models - I'd love to see whether we can make some changes to your plan that solve your issues? Please let me know at darragh@intercom.com and I'll make sure you get sorted. RG Rafael G. Analyst Banking Used the software for: 2+ years ### "Intercom makes you feel at home." September 26, 2024 4.0 I remember the first time I started working with . It has been an absolute pleasure working with this software and they sure have a lot of positives. Working with their interface feels similar to working from home. Pros feels like a cozy space that often gives the sensation of an intimate space, while allowing a professional and efficient workspace. One can create several different inboxes that can optimise the work and offers good automation Cons doesn't offer as many integration options and some of their competitors. Because of that, one has to navigate through several tabs or pages. It doesn't sound bad, but when you spend 40 hours doing this, you can definitely see that one could save time (and money) with better integration options. Review Source DB Dinesh B. Solutions Engineer Information Technology and Services Used the software for: I used a free trial ### "No Onboarding sales and customer Support." February 21, 2025 5.0 They have multiple features but no customer support. Pros They have multiple features and Integrations. Cons No Onboarding sales and customer Support. Switched from [Wati](https://www.capterra.com/p/204314/WATI/)[Twilio](https://www.capterra.com/p/180158/Twilio-Communications-Platform/)[Gallabox](https://www.capterra.com/p/238870/Gallabox/) No difficult to understand process, No customer support on this. Review Source AD Ambika D. Founder Information Technology and Services Used the software for: Less than 6 months ### "They have only few Integrations, and customer Support." January 15, 2025 5.0 Overall its a good AI based Customer Service platform if they have more integration it can be used. Pros I like AI based Customer Service Platform. Cons They have only few Integrations, and customer Support. Switched from [DoubleTick](https://www.capterra.com/p/10003201/Double-Tick/) They dont have good Customer Support and sales support. Review Source GH Gary H. Manager Information Technology and Services Used the software for: Less than 6 months ### "Its very Costly as compare to other platform." January 10, 2025 5.0 Overall its good for big Enterprises not for small one. Pros I like customer Support chatbot, It is very easy to share. Cons Its very Costly as compare to other platform. Switched from [Gupshup](https://www.capterra.com/p/233786/Gupshup/) No customer and technical Support and No proper onbaording. Review Source AS Amit S. Manager Architecture & Planning Used the software for: Less than 6 months ### "Customer Support is very good, smooth onboarding process" December 26, 2024 5.0 Customer Support is very good, smooth onboarding process Pros Customer Support is very good, smooth onboarding process Cons Its Cost is too expensive, price are not match with plan Switched from [DoubleTick](https://www.capterra.com/p/10003201/Double-Tick/)[Gupshup](https://www.capterra.com/p/233786/Gupshup/) No Customer Support and No Feature that I want Review Source ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. Talk to a Capterra advisor for free and get results within 15 minutes.