# Page 4 | Intercom Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 4 - 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 4 - Reviews of Intercom ## Showing most helpful reviews Showing 76-100 of 1133 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use AM Allison M. Director of Training Real Estate Used the software for: 1-2 years ### "Great product if you don't mind the pay per hit pricing structure." August 8, 2024 3.0 Support was very responsive and helpful. The platform itself was great. Unfortunately it just didn't make sense to continue paying a premium for a platform that was so challenging to actually deploy (specifically communication features) due to the pricing structure. Pros Great design and easy to use editor in their article creation feature. Cons Pricing structure is very challenging to understand. You were charged extra based on the communication feature used, in some cases based on "all users", and in other cases based on "logged in users". Basically "per hit", but they had two different definitions of what constituted a "hit". Also, they have 3 different "products" of features that are packaged together. In some cases we were permitted to do a "light" version of a package and only get the specific features we wanted while another very desirable feature was packaged into a "product" we didn't need so it became cost prohibitive to add that feature. Alternatives considered [Product Fruits](https://www.capterra.com/p/227997/Product-Fruits/)[Helpjuice](https://www.capterra.com/p/130533/Helpjuice/)[Document360](https://www.capterra.com/p/177031/Document360/)[Kustomer](https://www.capterra.com/p/158128/Kustomer/) Reason for choosing Intercom There were a few key features that Intercom had that the others did not. Intercom was the most built out from a "no code" perspective whereas several of the others required some experience in HTML/CSS to really maximize their platforms. Review Source Response from Fin August 20, 2024 Hi Allison, Declan here - I'm VP of Customer Support at Intercom. I'm sorry to hear about the challenges you've faced with our pricing structure. We made major relaunches on pricing last year, and it sounds like you might still be on a legacy plan. I'd love to chat about this further with you and see if we can make some changes to your plan. If you're open to chatting you can email me at declan.ivory@intercom.io. Thanks! DC David C. Vice President Retail Used the software for: 2+ years ### "The best - at a price" October 13, 2024 4.0 Pros Very complete solution, probably the best in the category Cons It is quite expensive very others competitors out there Review Source SB Samuel B. CTO Media Production Used the software for: 1-2 years ### "Streamlining Customer Engagement" September 27, 2024 5.0 Pros I’ve found Intercom to be a game-changer for our customer communication. It allows us to automate personalized messages, making our interactions feel more human while saving time. The tool has greatly improved how we guide users through our product, leading to higher engagement and better overall customer experience. Cons While I love using Intercom, I’ve noticed the pricing can become steep as we expand our use of the platform. It also took us some time to fully grasp the advanced features and set up the more complex workflows. For smaller teams or those just starting out, this might feel overwhelming at first. Review Source JR Jack R. Sales Manager Information Technology and Services Used the software for: 2+ years ### "Easy To Use App - Makes my day easier" November 11, 2024 4.0 Pros Ease of the UI - I can always quickly find what I need. Cons While the UI is easy to navigate, it does feel a bit dated. Review Source KK Kuga K. Web Developer Financial Services Used the software for: 2+ years ### "Great for customer communication" December 4, 2024 4.0 Pros Live chat is great with automated messages. Easy to add onto our websites. Its fast and reliable and allows our team to provide real time support. Cons Its on the expensive side and it can be more transparent, but it does seems worth it for the price. Review Source AE Aaron E. Co-Founder Hospitality Used the software for: 6-12 months ### "Tried-and-true solid customer interaction and support channel." September 10, 2024 5.0 Very positive overall, we used it to interact with customers. Pros Excellent tool for interacting with customers in real-time. Cons It is a bit costly, but the benefits outweighed the costs. Review Source JC James C. Growth Marketing Research Used the software for: 6-12 months ### "decent AI chatbot solution" November 18, 2024 4.0 it's a very robust tool but it requires a good amount of time to set up Pros it's a robust chatbot to help us get new clients Cons it took quite a bit of time to setup and the maintenance took some time Review Source FV Felipe V. AE Staffing and Recruiting Used the software for: 6-12 months ### "Good, with a price could be better" October 9, 2024 4.0 Pros Very easy to integrate, and easy to use. Cons It is a very expensive tool. If you are a startup is a expense you have to think about. Review Source JB Jessica B. Digital Content Creator. Broadcast Media Used the software for: 1-2 years ### "Intercom; awesomely easy and stressless customer service platform." September 30, 2024 5.0 Useful in contacting customers and team mates in the most stressless manner. Pros Very basic and easy to navigate especially in customer support and it is intuitive. Cons Nothing, because it has been so great in customer support and the automation set up is very easy. Review Source Damien B. Creative Director Media Production Used the software for: 6-12 months ### "Intercom is the real Ai conversational bot" October 4, 2024 5.0 Intercom is amazing. I rate it up there with Drift but better. Pros Amazing tech and very comprehensive platform. Cons Can get a bit technical with the new Ai features. Review Source CV Crystal V. Customer Marketing Specialist Program Development Used the software for: 2+ years ### "Live Chat support is awesome" September 10, 2024 5.0 Very happy for live support and chat feature Pros The ease of use and the option to use as a support chat tool and also as support article feature. Cons The email option isn’t easy to segment with our customer base Review Source ginda R. Teacher manager Education Management Used the software for: 1-2 years ### "BEST APP FOR LIVE CHAT" July 31, 2024 5.0 Pros INTERCOM IS EASY APP TO MAKE SURE THAT YOU STAY KEEP IN TOUCHWITH MY TEAMWORKER! Cons THERE IS NO PROBLEM WHEN I USED IT AND INTERCOM RUNS WELL Review Source SON Sheila Olivia N. International Relations Officer Education Management Used the software for: Less than 6 months ### "Intercom review" August 17, 2024 5.0 Intercom is our customer support tool for support and internal communication Pros I like the AI FIN module which is faster in processing resolutions to customers and also the pricing of intercom is easier Cons Intercom requires a lot of time to deploy the solution fully and does not offer free WhatsApp integrations like other solutions in the market Review Source DO David O. Business Manager Food & Beverages Used the software for: I used a free trial ### "Intercom experience " August 7, 2024 5.0 intercom has been awesome especially in the way of closing the business communication gap. Pros provision of software that specializes in business messaging Cons I can't really because intercom has helped business in the area of communication Review Source Joseph P. Marketing Manager Accounting Used the software for: Less than 6 months ### "Excellent Live Chat Platform" September 16, 2024 5.0 Pros Highly used, very professional livechat software that everyone is familiar with Cons Can be a bit pricey when you have a very small team Review Source JP Joemar P. Customer Service Chat Support Consumer Services Used the software for: 1-2 years ### "Intercom Review" June 16, 2024 5.0 I am very satisfied in using intercom especialy in communicating with my customers Pros It is not buggy and the user interface is not complicated Cons Application linked to it is very limited to none Review Source MV Magdalena V. Consultant Information Technology and Services Used the software for: 6-12 months ### "Comprehensive and easy to lift off" June 30, 2024 5.0 Pros Particularly effective in dynamic, customer-centric industries like SaaS, e-commerce, digital services. Real-time communication and delivering personalised customer interactions are unbeatable. Valuable tool for boosting customer engagement and improving support efficiency. Very easy to set up and build on, meaning customers can get support from day 1. Knowledge base is easy to search in and content can be made in engaging manner, meaning your customer support specialists will have time to resolve the truly important issues. Cons Wish the welcome tour feature would be available to lower paid tiers. Review Source rohit R. Hr Executive And Business Devlopment executive Information Technology and Services Used the software for: Less than 6 months ### "Best of the product with simple process" June 24, 2024 5.0 Its quit great experience with have some software And techincal process Pros effect And process with simple And advance process Cons budget is only the high in the process but Advance process with accurate report Review Source JMC Juan Manuel C. Head of growth Marketing and Advertising Used the software for: Less than 6 months ### "Communicate with your audience and improve their engagement with Intercom platform." September 3, 2024 4.0 Pros Intercom allows real-time communication and multichannel messaging: email, app, social networks, in-app messages, all in one platform. Cons On basic plans, automation and segmentation capabilities are limited. It requires time and effort to learn how to use all of its features effectively. Review Source LH Lucien H. VP of GTM Information Technology and Services Used the software for: 2+ years ### "Intercom is the leading support tool for innovative fast growing businesses" May 16, 2024 5.0 Intercom has been absolutely crucial to our 'scaling' stack from a startup to a fast growth upstart. I couldn't recommend Intercom enough to supercharge your support function. Pros Where do you start with Intercom. They consistently build and ship world-class features to make support as easy as possible. By far, the introduction of FinAI has well and truly cemented Intercom as the support platform leader. We overlay FinAI onto Guru to create autonomous AI agents that can support our customers. It will completely change how we scale our business Cons The biggest frustration is not having a vertical stack that handles both support and sales. Hubspot offers support and we have thought many times about moving to consolidate the stack and reduce costs. Intercom continues to deliver value keeping us within the platform. Review Source Response from Fin May 17, 2024 Hey Lucien, thank you so much for the awesome review! It means a lot to us that Intercom has been crucial in scaling your business. We get your point about a unified support and sales stack so thanks for sharing your feedback! VR Verified Reviewer CNA Hospital & Health Care Used the software for: 1-2 years ### "chat with employer" July 1, 2024 5.0 Pros ease of use. Most Healthcare staffing apps use it Cons sometimes doesn't load in app. that's all Review Source AW Allison W. Head of Customer Success Computer Software Used the software for: 1-2 years ### "Top of the line customer support solution with lots of features." March 25, 2024 5.0 Pros Intercom is super easy to use and doesn't require a lot of training of end users. I like that we can add it to directly to our website so that it's easily accessible by our customers. We also heavily utilize their proactive support features to alert customers to new features and updates, which is very handy. We also use their survey feature and like that it's easy for our customers to answer. Their chat feature is good and we like the automation that you can program to triage customer issues. Cons I wish the ticketing feature was better so that we could more easily communicate tickets to engineering that need additional work and support and tag them to multiple customers. The Jira integration doesn't give enough visibility into what's happening in Jira as well. The reports from surveys also aren't the best/a little difficult to use. It's hard to sometimes see how the feedback we receive on questions corresponds with the score. Review Source Anschaire Gildas N. Ingenieur Professional Training & Coaching Used the software for: 6-12 months ### "Intercom est super.... je le recommande" September 21, 2023 5.0 Avec Intercom, je vis une expérience client exceptionnelle. Mes clients obtiennent rapidement des réponses à leurs questions grâce au chat en direct, je reçois des e-mails pertinents et personnalisés, et je ressent une réactivité accrue du support client. Pros En utilisant Intercom, nous bénéficions d'une communication client améliorée grâce à des interactions en temps réel, des campagnes e-mail personnalisées, et une gestion centralisée des contacts. Nous pouvons suivre l'engagement des clients afin d'améliorer la réactivité du support, et de renforcer la fidélité grâce à une expérience client optimisée. Cons La dépendance à la connectivité internet. Reason for choosing Intercom Parce que Intercom est tous juste le meilleur. il me permet de retrouver presque toutes mes attentes dans un même produit. Switched from [Lime Connect](https://www.capterra.com/p/131558/Userlike-Live-Chat/)[Drift](https://www.capterra.com/p/227417/Drift/)[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Help Scout](https://www.capterra.com/p/136909/Help-Scout/)[Front](https://www.capterra.com/p/132901/Front/) Pour trouver le meilleur logiciel adapter a mes attentes. Review Source VR Verified Reviewer Designer UX-UI Consumer Services Used the software for: 2+ years ### "Best CRM for Startups and Small company !" June 12, 2023 5.0 Intercom helped us to embrace the \*fear\* of customer interaction and how it's important to communicate and interact with your community. It took us some time to understand and embrace it but after practicing and using their tools, it gave us the opportunity to learn more about our members. Pros Intercom have helps us so much to embrace our members and have an active relationship with them.One of the things that is very helpful is its user-friendly interface. The platform is easy to navigate, and it has a clean and organized layout that makes it simple to find what you need.The chat feature is intuitive and easy to use. It has allowed us to be quick and efficient with our communication when our customers are struggling with our services.Lastly but not least, the integrations are super important, so I do appreciate that it has a variety and range of important software app like Slack, Sendgrid, Gmail and social media because it helps us to keep the communication and interaction in one place !! Cons I think the only thing that was hard to adapt on, it's the price. We had a super amazing one year trial as a startup but, if you're still struggling and you loose your startup perk. It can hurts on the pocket if you start to pay the real price. So, we had to keep our service on the minimal settings to avoid paying a price that is still yet difficult for us to pay. Review Source Lillian G. Human Resources Generalist Hospital & Health Care Used the software for: 2+ years ### "Intercom is a great support system tool" August 7, 2023 4.0 Quickly and simply, I can access the Macros and write/update the articles in the assistance center. Streamlining the process of submitting tickets to the correct division for handling user concerns. It's a time saver for all teams because they can deal with it themselves. Pros Streamlining the process of submitting and responding to tickets, and developing automated tools to streamline and simplify our daily lives. I appreciate how simple it is to locate articles and macros to distribute to my clientele. The addition of emoticons and gifs to the discourse is a nice touch, as well. Cons Previous software allowed us to see the customer's input before he sent it. This allowed us to quickly respond to his query by reading it as he was writing it. If only I could keep seeing it. Switched from [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[HubSpot Service Hub](https://www.capterra.com/p/182476/HubSpot-Service-Hub/) The singing macros help me get more done in less time. When responding to similar questions in several chats or emails, I do not have to retype my entire response each time. This has been the primary cause of my recent surge in output. 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.