# Page 32 | Intercom Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 32 - 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 32 - Reviews of Intercom ## Showing most helpful reviews Showing 776-800 of 1131 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer Tech Ninja Human Resources Used the software for: 6-12 months ### "Easy Engagement with Customers and Potential Customers" December 20, 2018 5.0 Pros We love how easy Intercom was to set up and the easy to use cloud based messaging system. Being able to set up rules to route the questions that came in made our team run a lot more efficiently. Cons We ended up just leaving Intercom due to their price increase. While we loved the system and it was doing exactly what we needed, their new pricing structure more than doubled what we were paying making it too expensive to continue using. Review Source LT Lorenzo T. Administrative Automotive Used the software for: I used a free trial ### "We loved it, but too expensive." July 23, 2023 5.0 Pros Everything is interconnected and we love how it works. Cons The big problem that we faced, and we had to say for for that time, it was too expensive for us. Review Source VR Verified Reviewer Data Scientist Information Technology and Services Used the software for: Less than 6 months ### "A Great Tool for Automating the customer service!" January 8, 2023 4.0 Pros 1\. Interactive and Easy to use interface 2. Makes interaction between customer and executives dynamic through chat windows3. Allows automate replies for known queries, reducing human involvement4. Dashboard helps you monitor ongoing chats and issues.5. Good integration support with other applications Cons 1\. More options can be added for data analysis and getting insights2. Customer support can be improved3. Pricing plans can be simplified Review Source AD Assimi D. Marketing and communication director Telecommunications Used the software for: 2+ years ### "Easy to use " February 7, 2023 4.0 Easy to use and fantastic Pros Like many of the best programs, intercom is easy to use. Its reports and analysis that I have seen are not bad, the email distribution process and customer engagement is really smooth and fast. Cons Intercom has everything you need to advance a business but it is not expensive. Over $70 per month is a huge price for small businesses Review Source CR Cheyenne R. Service Designer Computer Software Used the software for: 1-2 years ### "Makes Client Communication Easy" November 19, 2018 4.0 Pros The ability to create campaigns is very helpful for current customer outreach that we conduct in my department. You can easily search for a particular group, create your messages, and set them to go out at specific days/times. So much easier than doing it manually! Cons I find navigating the sidebar menu to be difficult. Sometimes things I would like to access quickly and easily are hidden behind other menus or sections. I think this could be cleaned up quite a bit. Review Source MDK Michael D. K. Founder Construction Used the software for: ### "The absolutely, single most terrible, customer service experience of my adult life." May 19, 2017 1.0 Nothing. Pros The product suite is incredible and would have integrated nicely into our organization. The suite of services, while a bit more expensive than the competition, are well worth the additional costs. Cons The miscellaneous representatives are useless. This is doubly maddening in that they know they are useless, they almost thrive on it. Imagine this, after two hours of being passed between three Intercom "Chat Pros", after requesting, at least five or six times, that they share my screen so that they can provide proper assistance, they finally tell me that they do not engage in screen-sharing. Well, that is two hours of my life that I will never get back. But it is just over 100 seats that they will not sell. Unless you lack serious self-respect, stay away from this company. There are too many other companies that will "Jump the Moon" the earn your business. post script, as I was reviewing their package of services, I didn't even bother with the trial. Instead, I threw down the company AMEX and bought the full suite of services. They had me. It was their complete disregard for a my initial request for support that lost me. Review Source AZ Andrew Z. Head of Sales Internet Used the software for: 6-12 months ### "More then we wanted to spend on live chat but well worth it." November 7, 2017 5.0 Pros Super easy to use. Allows sales and support to interact with clients on a very personal level. Has decreased the number of support calls by 75%. Our customer prefer intercom support to phone support which is great because we can serve one to many on intercom. Cons It is on the pricey side of live chat software. Some of our older clients that are less tech-savvy struggle with it using intercom but that isn't deal breaker. Review Source Ben N. Junior Developer Internet Used the software for: Less than 6 months ### "Good Support Tool" July 9, 2019 5.0 Pros If used properly there is an incredible amount of information that you can gather for your customers We use intercom for LiveChat and it does the job perfectly. You can see when a user is typing and when they've seen your messages. Cons The amount of information about your customers is great and the way its laid out can be daunting and confusing. It takes a bit of getting used to. Review Source VR Verified Reviewer Head of Engineering Computer Software Used the software for: 2+ years ### "Industry leading chat software for support and sales" February 23, 2018 5.0 Realtime way to talk to customers as well as a help desk and automated messaging. Pros We use it for support + faq and sales support. It's easy to use as a basic chat app with customer info on the same screen. Allows storage of custom data and automated messages via chat and email. Cons Drift is becoming very competitive in the Sales and Marketing use case for chat software. In some use cases, they are playing catchup to even newer players. Review Source AR Aditya R. Customer Success Manager Market Research Used the software for: 1-2 years ### "Work made Easy" December 5, 2018 5.0 My clients are happy to have ease to communicate with the team and that makes me happy. Pros The tool has really made the customer engagement a lot easy. Love the attachment option and integrated feedback system. Cons It would be great if we could have the option to customize the details options. I would like to view only important info. but right now I've to click on show hidden to view what I need. I would be great if I could decide the location of details to view what I need. Review Source VR Verified Reviewer Director Health, Wellness and Fitness Used the software for: 6-12 months ### "Livechat + Support tool + Bot all in one" October 30, 2018 5.0 Helps you offer great support to users through live chat, and support ticketing through live chat with a delayed response. Pros Intercom have one of the nicest live chat / support systems around, looks great, works flawlessly on all platforms, and offers a great experience to end users. It's not the cheapest solution by far, but a useful tool for teams to support end users. Cons Costs more than the competition, but looks and performs really well. Review Source Cristian V. Software Developer Telecommunications Used the software for: Less than 6 months ### "The best of its kind" August 8, 2019 5.0 The same day we added it to our website, we started getting inquiries. We also use slack, and the integration works pretty well. It creates a new room so you can answer without ever leaving slack if that is what you prefer. Pros It has a lot of features, and really helps streamlining the communication with clients. Cons Pricing. It is costly. They do have a trial and a free tier to explore the software, so it is not unfair either. Review Source VR Verified Reviewer Business Development Manager Used the software for: 1-2 years ### "Useful Project Dashboard. Able to keep track of your projects, regardless on home or office use." June 14, 2018 4.0 Ability to see all your projects on a single dashboard, and share with others. Pros Very Simple User interface and convenient. Mobile app is a good addition as well. Drag and drop capability is user friendly and the ability to add timelines/assign tasks to people is a crucial feature. Good for home use or small office use. API Linkages is plentiful as well. Cons May get messy without a proper keying system in a small office usage. Eg. different people have different methods of recording on Trello, hence adding to the mess. Would be good if able to set user hierarchy and restrict upload information based on user criterias. Review Source AS Alex S. CMO Health, Wellness and Fitness Used the software for: 1-2 years ### "Great piece of software linking the whole customer lifecycle" November 9, 2018 5.0 Brilliant. These guys rock, apart from gating a few features we'd like to try on our pricing tier that they won't include everything is great. Would highly recommend. Pros The scale of features and how it embeds within our whole process Cons Gated features on startup pricing option Review Source Response from Intercom December 5, 2018 Thanks for the review Alex! HM Hannah M. Customer Support Computer Software Used the software for: 1-2 years ### "Great product for a growing team! " November 10, 2018 5.0 The team and the product are top notch and constantly improving! Great job. Pros It provides us the tools we need to connect with our customers and collaboratively work as a team to do it. It's clear and convenient to manage lots of requests day to day. Plus the Intercom team is fantastic! Highly motivated and consistently releasing new updates and improvements. Cons I wish the search functionality was better, it's the only reason I can't quite give it 10 out of 10. Review Source AK Artem K. Head of Sales Computer Software Used the software for: 1-2 years ### "Great overall" October 26, 2018 5.0 I really enjoy using it. It's nice and powerful, however I know at least 2-3 alternatives, which might be as not nice, but much cheaper. Pros It's really sleek and nice. You actually enjoy using Intercom all the time Cons The price is a little too much. You can get the same value for much less. Review Source VR Verified Reviewer Marketing Manager Marketing and Advertising Used the software for: 6-12 months ### "Complex business solution that you should invest your time in" March 27, 2018 5.0 Pros The analytics metrics can help you build powerful customized messages. Intuitive interface, good knowledge base. Cons The fact that it is built like a messaging app, even if someone is not available on the other end. It could improve the user experience if it helped with setting the users' expectations upfront. On the other hand, you can set your own automatic replies taking that in consideration. Review Source BK Bipu K. Customer Success Manager Market Research Used the software for: 1-2 years ### "Best and Easy chat tool" February 6, 2019 4.0 Overall a very good tool for the support team in the organization, including sales. Pros Easy interface makes it very convenient for us to handle and manage chats and monitor those. Cons Assigning a chat to someone at times becomes very confusing with a lot of people listed. Review Source VI Victor I. PR and Communications Manager Computer Software Used the software for: 6-12 months ### "Great customer support tool" September 19, 2019 5.0 Pros Intercom's chat integration with the site has become a very convenient and effective way for leads and clients to contact us. The Help Center tool has also let us launch an easy-to-manage knowledge base for users. Cons Intercom has recently launched a Product tour feature. While the idea is top-notch, it definitely doesn't feet all products and needs. Would love to see this feature improve over time. Review Source EC Emily C. Customer Success Education Management Used the software for: 2+ years ### "Easy to use " November 19, 2018 5.0 We use Intercom to live chat with our users on a daily basis, as well as to send targeted onboarding and marketing emails. It's easy to use and the direct line to our clients is invaluable Pros Simple user experience, lots of useful features, easy to find help center articles. Cons Can take a very long time to hear back from support. Review Source Samson Z. Support agent Broadcast Media Used the software for: I used a free trial ### "Logiciel de gestion des clients " September 28, 2023 5.0 Pros Un très bon produit de messagerie électronique très simple et facile à utiliser en apportant son aide aux entreprises pour générer plus de vente . Très complet en marketing et de meilleures solutions pour stimuler la croissance par le biais de chats J'adore et je le recommande Cons Très simple et facile à utiliser avec de bonnes fonctionnalités mais très coûteux pour moi . Veuillez revoir le prix Review Source HV Hugo V. CTO Used the software for: 1-2 years ### "The best online business solution with the best customer support" August 1, 2018 5.0 Pros The Intercom team has always been extremely responsive, whenever we had a problem or a feature request. It's part of our daily flow, we use the software for messaging, customer support and as a help center. Cons I don't like how the test user space is hidden in the parameters. We didn't see it while developing until we discovered there was no way to update/delete the data we already put in. Had to contact support and lost a day or so. Review Source VR Verified Reviewer Customer Support Representative Computer Software Used the software for: Less than 6 months ### "Customer Tracking at its Finest " December 30, 2018 5.0 Pros The ability to integrate with Zendesk. As a support agent, this makes my life much simpler when clients write in. I suddenly have tons of information on who they are and what level of access they have. Cons From the support side, I don't have many cons. Only to improve the integration with Zendesk, maybe a more clear way to organize the customer's details. Review Source AN Alberto N. Administrative Supervisor Automotive Used the software for: I used a free trial ### "WE like it, but it is very expensive" October 1, 2023 5.0 Pros I like how it works, but too expensive to start using it Cons I really liked it, I do not found any cons. Review Source Constantinos S. CEO Computer Software Used the software for: Less than 6 months ### "Great product, expensive for small business" September 30, 2019 5.0 Great product. Currently using it as a startup, with adiscounted price for a whole year. Not sure I will continue using it afterwards as it seems very expensive. Pros The features available and the flexibility in customising it form the backend. Very powerful in targeting existing users. Cons The price! The onboarding feature of product tour is not available for mobile apps at the moment. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.