# Page 30 | Intercom Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 30 - 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 30 - Reviews of Intercom ## Showing most helpful reviews Showing 726-750 of 1131 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use DMS DANIEL Martins S. Ceo Retail Used the software for: I used a free trial ### "Inter" May 13, 2023 5.0 Intercom allows relaxing moments with customers through live chat, which facilitates the quick resolution of doubts and problems. Pros It helps build closer customer relationships, improve user experience, and sustain business growth. Cons Intercom can be relatively expensive for small businesses or startups with limited budgets Review Source AJ Ashley J. Caregiver and Professional Cleaner Hospital & Health Care Used the software for: 2+ years ### "Intercom is a must have for live support " September 7, 2022 5.0 Quick questions that are rapidly answered Pros The ease of use for the entire software Cons There’s nothing I could complain about with this software Review Source VR Verified Reviewer Brand Development Retail Used the software for: 6-12 months ### "Great Customer Chat Tool" May 10, 2019 5.0 Pros This improved our ability to communicate with our customers and cut our response time Cons Nothing! This software is incredible to use! Review Source OB Olivia B. Student Success Manager Education Management Used the software for: 1-2 years ### "Highly Recommend" November 19, 2018 5.0 Overall, I've had a very positive experience with Intercom. Its capability to target messages to particular audiences and the feature that sets timing expectations are particularly useful! Pros The software is intuitive and exceedingly useful. It does a lot, but with a unified theme of support and helping you engage with customers. The NOTES feature is incredibly useful for training and inter team conversations. Cons If you need customer support, the team is super slow to respond. However, they have a plethora of help articles, and you can figure out most of it yourself while waiting on a reply. Review Source VR Verified Reviewer Chief Marketing Officer Computer Software Used the software for: 2+ years ### "Control more of your data" March 30, 2018 5.0 Pros I love being able to segment users based on their engagement in our platform. Our onboarding completely changed once we picked up intercom. We started parsing out inactive customers and trying to re-engage them when they hadn't logged into our platform in over 10 days. We're also able to see those that are the most active and encourage them to help us with case studies and testimonials Cons I think it would be fantastic to introduce something in the way of AI chatbots into the platform to save me some extra time trying to get back to people. Review Source NC Natasha C. Operations manager Computer Software Used the software for: Less than 6 months ### "If you want to use all the features you end up paying a lot of money " October 9, 2021 5.0 Overall it serves a purpose for customer support function, it's easy to use the inbox feature but the automation needs some work Pros Customised task bot, ease of ticket assignment, internal note and tagging, office hours automation Cons The bot set up are not very intuitive, I end up having to look through online videos in the intercom help center a lot of which have outdated UI so it's hard to follow along to. Customer service is not very responsive, and add on features end up costing a lot Review Source Response from Intercom October 13, 2021 Hi Natasha, Thanks for taking the time to leave us a review and letting us know what features you find useful. We appreciate your feedback around our Help Center - I will give this feedback back to our Product Education team. We try to make our product as intuitive as possible so sorry you haven't found that to be so. Thanks, Eabha (Customer Engagement) KW Kevin W. Partnerships Used the software for: 2+ years ### "Fantastic way to communicate and manage users and leads" June 16, 2018 5.0 Pros Intercom is extremely well-designed and very powerful. It's the core of our user management strategy. Cons It's expensive and since it's so full-featured it can be complicated to use. It's also quite pricey. Review Source BW Bailey W. Strategic Account Representative Information Technology and Services Used the software for: 1-2 years ### "Easy to chat potential prospects" February 25, 2019 3.0 Pros I like how Intercom automatically asks prospects to enter their name, email, company, etc. so that we are able to easily see what account they are associated with. Cons If the prospect directs away from the main Intercom chat page, they do not see our responses. This means that we lose a lot of potential customers when we don't answer the chat immediately. Review Source LK Lisa K. Client Success Advisor Computer Software Used the software for: 1-2 years ### "InterCom <3" July 17, 2019 5.0 I love love love Intercom. I use it everyday to better chat with my clients. and to send out mass communications using campaigns. Pros OMG!! What isn't there to love about Intercom. I am one of their biggest fans. Everything is very user friendly and they are always coming out with new updates and bettering the product. Cons There is not one single thing that I don't like about intercom. Review Source PD Philipp D. Director Logistics and Supply Chain Used the software for: Less than 6 months ### "Standard solution for chat with many features" May 21, 2022 5.0 Pros The product has all the standard features you would expect from online chat with flows, bots, help desk, etc. Support is quite reactive. Cons Interface is a bit outdated and some modern features you can see in alternative products (for example Drift) are not available. Alternatives considered [Drift](https://www.capterra.com/p/227417/Drift/) Switched from [Crisp](https://www.capterra.com/p/151292/Crisp/) Crisp functionality was not enough for us. Review Source VR Verified Reviewer Social Sales Specialist Computer Software Used the software for: Less than 6 months ### "Very efficient and useful tool for Customer Care" March 5, 2020 5.0 Pros Very nice UI/UX. Extremely powerful once you learn how to use the plethora of features it offers. Also, love the chatbot! Cons Learning curve is a bit steep but it's well worth it. Review Source Response from Intercom March 9, 2020 Hi there, Thanks for sharing your Intercom experience, I'll pass your UX/UI feedback to our product design folks - they love hearing these kind of positive comments! I'll also pass your love on to our bots, but to be honest, I'm not sure they can feel (we're good, but we're not that good - yet :) Thanks again for the kind words! Phil (Intercom - Customer Engagement) SM Selena M. onboarding specialist Accounting Used the software for: 2+ years ### "Perfect chat solution for your business" July 29, 2019 5.0 Pros This allows us to chat with customers, pull reporting and see how customer review chats. Very useful tool for any business. Cons The only thing I don't like is that they have a lot of message pop ups. Review Source AK Aditya K. Technical Support Engineer Information Technology and Services Used the software for: 1-2 years ### "Excillent tool for comunicating with your customers" September 10, 2019 5.0 Pros Its very user friendly. Very organized. Keeps every piece of information about your customers at one place. Cons Nothing as such. Everything is just perfect Review Source VR Verified Reviewer Founder Computer Software Used the software for: Less than 6 months ### "Intercom" October 17, 2018 5.0 Pros It is easy to use and use to integrate into our software. It provides us access to our customers and the ability to meet their needs at a moments notice. I would definitely recommend for any software company (or really any company for that matter). Cons We are still in the process of working to get it fully integrated with our customers and their login information. That is probably more on our end though. Review Source Response from Intercom October 22, 2018 That's great to hear that Intercom has become so embedded in your business. VR Verified Reviewer Web Developer Used the software for: 1-2 years ### "Easy setup, customers loves it" July 26, 2018 4.0 Pros intercom design and how it works catches customers attention which adds trust and confidence to our website. our customer service team also loves using it because on how its easy to use and additional data intercom provides about the customer Cons we dont have man power to have 24/7 availability on our agent, intercom does not provide offline mode. Review Source BD Brian D. Marketing executive E-Learning Used the software for: 1-2 years ### "Very easy to use and perfect for quick and clear communication with your customers. " August 11, 2017 4.0 Great tool for customer engagement. Praise from our own customers for our quick response times. Pros It's easy to use and you can build a customer support team within the tool. Another bonus is the mobile application that allows for direct contact with customers and enables me to answer questions whenever and wherever The ability to intergrade third party tools. Cons Setting up automated emails within intercom is an issue. when making an onboarding flow, the final in app mesage is also sent by email. These emails end up in spam folders for the most part. Review Source Jordan S. Client Success Manager Computer Software Used the software for: 2+ years ### "Easy to use" November 13, 2018 4.0 Pros I like being able to see the usage data it can provide. It also is great to send in-app messages with! Cons Not too many things I don't like about intercom Review Source Rodrigo Siu Men C. Geological engineer Civil Engineering Used the software for: Less than 6 months ### "It’s useful and precise " April 26, 2022 5.0 My job is stay connected with my clients no matter if i need to go out, this software help me to create a direct communication with business partners and clients Pros I can’t stay always close to my computer, and that’s not a problem, this software create a direct line for chatting with clients, friends or businesses partners. 100% recommended Cons There isn’t cons with the software really. I use it at least 6 or 7 months and im always happy with the results Review Source VR Verified Reviewer Marketing Director Computer Software Used the software for: Less than 6 months ### "Not just chat" June 19, 2021 5.0 Overall I recommend intercom. It’s more than chat and will help with all revenue teams Pros I’ve used intercom in the past and it’s a great web chat tool that adds lots of automation and bit features. Knowledge / help center integration is great Cons Not much is bad about the software. One negative is that every software site seems to have it so it’s not unique to your site Review Source Response from Intercom June 30, 2021 Thanks for recommending Intercom and letting us know about your previous experience with our tools :) Kate (Intercom - Customer Engagement) NK Nastya K. CS Team Lead Information Technology and Services Used the software for: 2+ years ### "Nice tool for support team" November 8, 2018 5.0 Pros User-friendly interface, uptime, knowledgebase Cons Lack of functions for support team leads e.g. extract of chats for one CS rep. to make QA Review Source Response from Intercom December 5, 2018 Appreciate the review Nastya! Just an FYI we do have the ability to download conversation transcripts but it is on an individual conversation basis so I understand it may not fit your use case 100% but nonetheless it could be valuable for QA if you do spot a conversation you want to review with your CS team. JP Juan P. CMO & Head of Analytics Logistics and Supply Chain Used the software for: 2+ years ### "Intercom for On-Demand Platforms" November 9, 2018 4.0 It's good but lack of analytics to manage the KPIs of a big operations like ours. Pros Intercom is like a full stack comminucation software that generates great value to companies like ours. Cons I don't really like the way you group data reports. You are aggregating data by teammates but not by groups, it's impossible to have the metics for a specific group that have teammates in multiple groups. Review Source SK Sajjan K. Technical support engineer Information Technology and Services Used the software for: 2+ years ### "Best application to communicate with clients for sales and support" April 18, 2019 5.0 Best application to communicate with clients for sales and support. Pros Easily accessible from browser, application available for mobile devices. Cons Need proper internet connection to use it properly. Review Source BA Batuhan A. Software Engineer Information Technology and Services Used the software for: Less than 6 months ### "you can trust" October 13, 2022 4.0 I think it will meet your expectations for the price performance. Pros In general, the support you provide to your customers makes them happy and creates positive thoughts about the quality of your company. Cons The interface in the live chat section needs to be more customizable, the theme and design of our website did not match the default live chat design and we had a problem for a while. Review Source AT Alissa T. Product Owner Real Estate Used the software for: 6-12 months ### "Easy to use, good value if it has everything you need. " November 7, 2019 3.0 Our initial experience with Intercom was great when we only needed it for communication and application support. As we scaled and built out a sales team to manage leads, we needed something more to assist us in our process. Pros We picked Intercom for it's easy user interface, ability to host our knowledge base, and chat feature. We need a way to communicate and provide support to our users inside our application, and it worked well for that. They also had great, quick support. Cons We ultimately ended up switching to another product because Intercom couldn't fulfill our need of an all in one solution where we could connect leads and users like we wanted. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Olark](https://www.capterra.com/p/125957/Olark/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Intercom Excellent reviews, start-up pricing, simple user interface Review Source VR Verified Reviewer Marketing Manager Computer Software Used the software for: 6-12 months ### "Completely changes how we connect with customers" January 15, 2019 5.0 Intercom gets us closer to our customers’ experience in our app. Pros Intercom’s in-app messaging is an amazing tool for reaching our customers. The dashboard is easy to use—I joined our team after initial onboarding and training, and got started without any problems. The technology just works! Cons There are some (very few, really) features that would seem like an easy add to Intercom, yet are missing. I would love to see simple surveys added to in-app messaging. 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