# Page 31 | Intercom Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 31 - 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 31 - Reviews of Intercom ## Showing most helpful reviews Showing 751-775 of 1131 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use EV Emiel V. Managing Partner Legal Services Used the software for: 2+ years ### "The intercom custom bot is an extra employee for us" June 21, 2022 5.0 Pros Custom bots with nice conversation flows Cons The notification message to our agents could be better Review Source CC Cody C. Sales Rep Staffing and Recruiting Used the software for: 6-12 months ### "10/10 recommend" February 3, 2022 5.0 Pros literally put this on your website, hire someone on onlinejobsph(.)com for $6/hr, teach them how to sell your service and tell them to handle replies all day. each sale they get x% commission. usually works best with higher ticket courses/services/SaaS but Intercom is amazing Cons i have 0 complaints on intercom, one of the best softwares for roi $$ you pay Review Source VR Verified Reviewer Marketing Manager Computer Software Used the software for: Less than 6 months ### "Excellent chat service" January 10, 2018 4.0 Resources saved and allocated to more important tasks, customer engagement increased, sales process accelerated. Pros It's easy-to-use for individuals and teams to increase customer engagement and efficiency of customer service through Intercom's web chat platform. Cons We use Intercom's integration so the information of leads and customers would be sent to our CRM, it worked perfectly at the beginning, now not every every or customer's info is sent to our CRM. Review Source AP Amy P. Partner Manager Used the software for: 1-2 years ### "I use intercom daily to respond to quick messages and questions clients have about our program" March 12, 2018 5.0 Pros Intercom is very easy to use and they are constantly adding new features and improving the software. It also has a ton of benefits as you could use it to answer your clients' questions, set automated messages when visitors land on your site, and create help centres for FAQ's. Cons I love that it has so many uses but they keep changing the name of the sections, ie. Messages, Help Centre etc. They change it quite frequently but its not too hard to keep track of unless you're talking to coworkers about it. Review Source VR Verified Reviewer Product & Operations Manager Information Technology and Services Used the software for: 1-2 years ### "The best product" September 25, 2018 5.0 It's awesome for Marketing needs, customer support. Pros Using it to support our clients. Easy to configure. Automate what can be automated and provide the best experience to our customers. Love it! Cons Some tests they did with UX weren't the ones I liked but the current version looks good! Review Source Alan Anthony C. Content Marketer Marketing and Advertising Used the software for: 6-12 months ### "Help desk articles or pages look better than the ones from its competitors" November 10, 2022 5.0 Pros Since I mainly work on email marketing and creating knowledge base articles, I notice that Intercom has the best-looking KB pages. Cons I wish they could make the formatting in the page editor smoother. I sometimes scratch my head since the formatting piles up in the backend. Review Source Danilo N. Engenheiro de software Internet Used the software for: Less than 6 months ### "Simple and practical" July 17, 2019 5.0 Simple and practical chat interface to your site, with the ability to set up any number of custom fields Pros Very easy to embed in your site with a little bit of Javascript, and provide a simple and useful chat interface to your customers. For me, the ability of add any number of custom fields is an amazing feature too Cons It will be better if you could customize the design of the chat component, but I not aware of how to do it (if it's possible at all) Review Source DK Diana K. Growth Team Advisor E-Learning Used the software for: 6-12 months ### "Intercom helps our team keep a fluent conversation with our customers through chat or email." January 11, 2018 5.0 Our customer support is a lot more personalized thanks to Intercom! Pros Intercom's best feature is when customers leave the chat we are able to follow up with them via email since they add their email address to their bio to get reached out in case they have to suddenly leave the chat. It's great since Intercom is basically functioning as a chat and email tool. Cons Our team has noticed that whenever there are a lot of chats appearing in the queue, the tool becomes kind of slow. Review Source VR Verified Reviewer Partnerships Manager Used the software for: 1-2 years ### "conversational sales and marketing" April 11, 2018 5.0 Pros we use intercom as our help desk and love the live chat aspect. it helps us streamline our sales and marketing directly into production. Cons i wish they had capabilities that helped bring customers from mid to bottom funnel. their top of funnel capabilities are great Review Source Hayden Y. Research Manager Insurance Used the software for: Less than 6 months ### "Great way to communicate with clients" October 15, 2019 5.0 I have liked working with Intercom. I think it could be improved a bit in tagging but it is good. Pros The application is easy to use and it is easy to track work and progress. My whole team can use it at the same time and we can see what the others are doing. We can handle live chats and emails through it. Cons I think the tagging system could be improved. I would rather just be able to tag the thread instead of having to click on a conversation. Review Source CB Cassidy B. Warehouse Manager Retail Used the software for: 6-12 months ### "Great for keeping track of customers" May 27, 2022 4.0 Pros This tool is extremely useful to help me and my team keep track of customers and handle issues with returns and orders. Cons Not alot of cons it is a super simple software to use, I guess my only gripe would be price but even then it is still not as expensive as some of the other tools we have looked at. Review Source Nicole D. Customer WOW Executive Retail Used the software for: Less than 6 months ### "Intercom" November 13, 2018 4.0 Pros Intercom customer service staff are always there for their customers, they understand the request and supply the best information/links and videos to help. They always get back to me or pass my query on to the right staff member Intercom is capable of a lot and i'm looking forward to using more of the tools Cons It's not so simple to email customers outside of our website, I hope this is made easier in the future. Review Source AA Ayomide A. Customer service representative Education Management Used the software for: Less than 6 months ### "Best software I came across in 2022" January 13, 2023 5.0 Pros I love the chat history, file sharing and the reporting They make my work really easier Cons The mobile access needs more work cause it can be stressful sometimes Review Source EM Elran M. Controller Information Services Used the software for: 6-12 months ### "Great product" September 19, 2023 3.0 Very good product for a medium entities Pros The screening of troubles. it saves a lot time. Cons A little bit expensive for a small company. Review Source Darren G. Founder Management Consulting Used the software for: Less than 6 months ### "It's getting there but needs a bit more finesse" November 5, 2018 3.0 Pros Easy to set up and get moving. It's been an interesting tool to use and integrate. Cons 2 main things - pricing is a little odd, especially when adding new users. There's also a sense that it does a lot right but perhaps doesn't excel anywhere. Feels like it needs a little more direction as to it's long term purpose. Review Source Response from Intercom December 5, 2018 Thanks for the review! Apologies for the pricing confusion, that's some feedback we are actively working on to simplify our pricing, especially as teams continue to grow with Intercom. In regards to our long term purpose we believe Intercom is the customer messaging platform that can drive faster growth through better relationships. That means our products work across many teams (mainly sales, marketing, and support). For smaller companies, they can use Intercom as an "all-in-one" solution while larger companies may use Intercom as a point solution for a specific team. VR Verified Reviewer Customer Success Lead Computer Software Used the software for: 1-2 years ### "Just above average" February 10, 2019 3.0 Intercome has been just above average for us in setting up an open communications channel for the clients to reach out to. Pros Easy to use and implement on the organization sites. Cons Lacks advanced analytical capabilities, which leads to a lot of manual intervention to track the performance. Review Source AM Angus M. Company Director Retail Used the software for: Less than 6 months ### "Best Way To Chat With Customers" October 13, 2022 5.0 Intercom has made it extremely easy for customers to contact us, which I feel has overall boosted our customer retention, conversions, and trust. Pros I like how easy intercom makes it for my customers to get into contact with us, no need to fill out complicated forms, no need to send an email, just click the livechat button and we are in a live line of communication. Cons The customer support would be a little faster, the support received is satisfactory, but takes a little longer to receive a reply via email than I'd like. Alternatives considered [LiveChat](https://www.capterra.com/p/62194/LiveChat/) Review Source AH Abbas H. Managing Director Used the software for: 6-12 months ### "Lovely product with great customer support!" October 8, 2017 5.0 Pros I love how easy it is to set up for mostly non-technical users. The configuration options are extensive and the support team is extremely responsive and helpful. We've actually seen an impact on our website engagement after switching to Intercom, and the mobile apps are excellent to engage new leads. Cons We use Respond, and the only gripe we have with Intercom is that we can't use different messages per page for our website. We need to switch to Engage, which is more than double the price for just this one extra feature we need. Having a small limited number of messages instead of just one would make us long-term happy customers! Review Source MG Mike G. Technology Support Specialist E-Learning Used the software for: 6-12 months ### "Great Program for Customer Engagement" September 5, 2019 5.0 Building up a strong ticketing system to support end users and customers that gives them avenues to answer own questions all the way to speaking with a live person. Pros Customer support is very responsive. Many features to help you engage the customer such as articles on how to use product. Send out videos and flyer to build platform. Cons They do not have a customer support number to contact. Every once in awhile it is nice to have a person to talk to over phone instead of just IM's. Review Source vK vinay K. Engineer Information Technology and Services Used the software for: 2+ years ### "Intercom: A good messenger app" November 12, 2018 5.0 Pros Easy to use and understand. provide much information on leads along with analysis. Cons Till now did not find any cons realted to Intercom Review Source Dallas H. Director of Operations Used the software for: Less than 6 months ### "Excellent set of apps for better understanding user experience and how to reach them." April 20, 2018 4.0 Pros Highly customizable and full of details. Recent UI overhaul has made seeing and using the information much easier and intuitive. Cons Most of the shortcomings I experiences were in UI, but those have recently been remedied. One aspect that I don't like is not every feature is self explanatory, and given how much information it is handling, an errant click can result in timely load for an unwanted action. Review Source kevin M. CEO Marketing and Advertising Used the software for: 6-12 months ### "Widely used" December 24, 2019 5.0 Attaching my screenshot by dragging and dropping from Cloud App works seamlessly and has helped me convey my problem to support teams around the world who has the solution to my problem. Pros I tend to trust companies more who have bought into the intercom ecosystem. It's such a polished app that looks great on every site I've seen it on. From products to service companies, intercom very popular and my experience through a customers lense is WOW! I like that I can get a response later on by email if nobody can answer the live chat. Cons I have not experienced any cons to the software besides requesting more design options for the chat bubble and box. Review Source Response from Intercom January 8, 2020 Thank you so much for leaving us this review Kevin! I'll make sure our designers and engineers see how much their hard work is being appreciated. Kate (Intercom - Customer Engagement) GL Gabrielle L. CSM E-Learning Used the software for: 6-12 months ### "Un outil complet pour les CS" December 12, 2023 5.0 Pros J'apprécie: - Pouvoir répondre rapidement à un utilisateur - Pouvoir notifier un ou plusieurs membres de mon équipe - Pouvoir garder une trace de chaque conversation Cons L'outil pourrait être plus intuitif je trouve Review Source DD Doris D. sales assistant Marketing and Advertising Used the software for: 2+ years ### "Easy way to message a website" July 7, 2021 4.0 Intercom is a quick an easy way to chat with an online website. Pros Intercom has an automatic response upon initial chat that gets sent. Depending on what the business hours are set to, you have time to respond if someone messages after business hours. Cons The alerts are set up to go to another system so that is not so great but im sure that is more of an administrative flaw on the other end, not really involving Intercom itself. Review Source Response from Intercom July 21, 2021 Hi Doris, Thanks for taking the time to leave us a review. The automatic responses are a really great feature of Intercom and I hope your business is seeing them as beneficial as we do. For your alerts which I'm guessing you mean alerts within Intercom, you can set these up so that they can go straight to your email and you don't miss anything. You can see how to do it here: https://www.intercom.com/help/en/articles/448-never-miss-a-conversation-or-sign-up - I hope this will help! Thanks, Eabha (Customer Engagement) Kyle D. Partner Specialist Automotive Used the software for: 1-2 years ### "Our business depends on it" November 21, 2018 5.0 Pros Love all of the automated and semi-automated features, especially operator, answer bot and the saved replies. The articles are also very easy to use and effective. Cons Not the best CRM, works best as a chat platform. Salesforce has it beat on CRM. 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