# Page 5 | Intercom Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 5 - 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 5 - Reviews of Intercom ## Showing most helpful reviews Showing 101-125 of 1133 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer CTO and General Manager Computer Software Used the software for: 2+ years ### "Great live chat and marketing tool" November 20, 2023 5.0 is vital for our sales and customer service teams, we use it to communicate with our customers in real time and through email campaigns. Pros It is easy to use, and honestly one of the best tools out there. has a ton of features that go from a simple chat bubble to interact with your users, to email marketing tools and AI bots. They have a ton of integrations with other services. Cons Many features can be found behind a paywall and their tiers of service and bundles are not very clear. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Intercom The original developers, decided it was a cost effective and easy to set-up and deploy tool, they were not wrong. Review Source Emma B. Senior Director Product Marketing Hospital & Health Care Used the software for: 1-2 years ### "An innovative and beneficial resource for businesses." August 16, 2023 5.0 Better and more convenient contact between us and our customers is always appreciated. Easy history tracking is made possible by this intuitive tool. It's simple to record my conversations and analyze them afterwards for development purposes. Pros An easy-to-use system. Easy to use even for first-timers, this program has just the right amount of detail without being overwhelming. The intercom is similar to another email program that we use, and I can explain why. Its fast features and user-friendly interface, such as the helpful and funny bot, greatly enhance customer service and lead to exceptional client satisfaction. Cons I find that the sometimes has trouble loading some conversations, which is a major drawback for me. As a customer service representative, you're fielding calls while waiting for the intercom inbox to load the customer's information. In addition to the holdup, additional issues have slowed down the operation of the customer support team. Switched from [Help Scout](https://www.capterra.com/p/136909/Help-Scout/)[Front](https://www.capterra.com/p/132901/Front/) We utilize it to track and respond to customer care inquiries, and I personally find it useful for conducting surveys with our service's end users. I keep an eye on our attendant stats using the reports, and I gauge customer happiness with surveys created using the Surveys tool. In addition, we export client information through the Contacts tab. Review Source VR Verified Reviewer Content strategist SEO (marketing digital) Marketing and Advertising Used the software for: 2+ years ### "Intercom, un logiciel exceptionnel pour support client, chat et emailing" September 8, 2023 5.0 Dans l'ensemble, constitue un outil marketing puissant pour les entreprises qui souhaitent communiquer avec leurs clients en temps réel et à leur proposer des expériences personnalisées. Pros Le logiciel facilite la communication avec les clients. Je l'utilise pour dialoguer avec les clients en temps réel par le biais d'un chat en direct, ce qui m'aide à répondre rapidement à leurs demandes et préoccupations. L'outil permet une communication personnalisée, on peut donc envoyer des messages sur mesure et ainsi optimiser la satisfaction des clients et les conversions de façon générale. Il s'agit d'un logiciel qui prend en charge de nombreux canaux de communication, surtout les e-mails, les messages in-app et l'intégration des médias sociaux. Ce point s'avère fortement avantageux, parce qu'il permet de toucher les clients là où ils se sentent le plus à l'aise. Cons Malgré ses fonctionnalités et ses avantages, peut être relativement cher pour les TPE puisque les prix sont échelonnés en fonction du nombre d'utilisateurs et des fonctionnalités requises. La plateforme se révèle aussi un peu complexe à configurer et à utiliser, ce qui nécessite bien souvent des efforts supplémentaires. Les entreprises qui ont des ressources limitées peuvent avoir du mal à utiliser cet outil, mais c'est l'une des meilleures plateformes multicanales pour gérer la communication avec les clients. Switched from [LiveChat](https://www.capterra.com/p/62194/LiveChat/) Pour profiter d'un avantage concurrentiel Review Source VR Verified Reviewer CEO Telecommunications Used the software for: 2+ years ### "Good product let down by atrocious customer support and shady pricing practices" March 8, 2022 4.0 We've been with for a number of years and unfortunately the customer service in the last 18 months has been atrocious. It's not possible to call anybody... everything is done via chat, which would be fine if they responded in a timely fashion but often it takes weeks to respond and often they'll just go radio silent. The irony. Whilst the product is very good, it will get VERY expensive VERY quickly once you start using the whole suite of products. Their constant changing of product names and pricing options is annoying to say the least, particularly when you come to use a feature that was previously within your package only to find it's been moved into a more expensive package and you need to upgrade to use it. Oh, and then there's the annual auto-renew buried in the small print so if you decide to move away from Intercom which we have just decided to do, you'll probably be tied in for longer than you expect. Pros The software to be fair is the best integrated product out there if you need live chat, knowledgebases, chatbots, outbound marketing etc., all in the same package. The range of features is VERY comprehensive. Outbound campaigns are really nice as is the knowledgebase. Cons Notifications for incoming chats are poor. If your support team are doing tasks other than sitting on all day it's easy to miss incoming chats. The AI bots are more miss than hit in my experience when it comes to suggesting solutions and some of the bot responses are simply bewildering. Review Source Liam M. People Operations Manager Computer Software Used the software for: 6-12 months ### "Not Much Competition" August 1, 2019 5.0 Everything has been fantastic from the Customer Success-led implementation process to it being deployed to our users. Multiple compliments on the feasibility of use since purchasing. Pros From both the administrative and user perspective, the ease of use and just overall depth of what you can create with the product is very impressive. It allows a great amount of customer support to be automated and simplify it's delivery via articles and a knowledge base that'll continually grow. Although it's not the biggest feature, as a user, I love that it's focused on getting you an answer/resolution the quickest way possible given the same entry method. Type "adding users" in an application with support will quickly both deliver you articles that can potentially solve your problem or will also quickly deploy a CSM to you to answer it directly in case it was a bit more complex. Best part though is the feedback cycle, you're typing exactly what you want to know into the application and if no articles return: New Content Topic. Cons Theres really not much. I've run into situations where it was wrongly applied within other organizations and not properly resourced, giving a less than average experience. But that's not as much specific to themselves. Given they are the industry leader, it can come at a premium for a larger organizations. Alternatives considered [Olark](https://www.capterra.com/p/125957/Olark/)[Confluence](https://www.capterra.com/p/136446/Confluence/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Intercom The overall growth of the company and product over the past few years and the speed in which they've been able to push out updates and new features shows a lot of promise over their competitors. Honestly, the user experience that we had been encountering when coming upon sites and companies that were using was so positive that it was hard to not want to give that same experience to our users. Switched from [Confluence](https://www.capterra.com/p/136446/Confluence/) Overall compatibility with scaling of the company and support infrastructure. Not enough functionality to grow out an effective customer knowledge base that's as simple to approach for customers and internal content builders alike. Review Source Tâmara L. Supply Ops Analyst Computer Software Used the software for: 2+ years ### "Agilize seu Atendimento ao Cliente com Eficiência e Automação" May 28, 2023 5.0 Minha experiência geral com o foi positiva. Achei as funcionalidades abrangentes muito úteis, além da facilidade de integração com outras ferramentas e a capacidade de escalar conforme minha empresa crescia. No entanto, devo admitir que enfrentei uma curva de aprendizado inicial para me familiarizar com todas as configurações e recursos disponíveis. Além disso, o preço foi um aspecto que exigiu consideração, principalmente para empresas menores com orçamentos mais limitados. Apesar desses desafios, acredito que o Intercom é uma plataforma muitooo eficaz para o atendimento ao cliente. super recomendo! Pros Pontos positivos:Funcionalidades abrangentes: O oferece uma variedade de recursos, desde bate-papo em tempo real até automação de marketing e gerenciamento de tickets, permitindo um atendimento abrangente aos clientes.Integração e escalabilidade: O Intercom se integra facilmente a outras ferramentas e plataformas, possibilitando personalização e automação avançadas. Além disso, é escalável para atender às demandas crescentes de empresas em crescimento. Cons Pontos negativos:Curva de aprendizado inicial: Para usuários iniciantes, pode ser necessário algum tempo para se familiarizar com todas as funcionalidades e configurações do .Preço: Dependendo do tamanho da empresa, os planos de preços do Intercom podem ser considerados caros, o que pode limitar o acesso a determinados recursos, especialmente para empresas menores com orçamentos mais restritos. Review Source VR Verified Reviewer Support manager Computer Software Used the software for: 2+ years ### "Fairly unreliable tool" October 12, 2023 2.0 When it works it is great, but the support team often avoids helping with issues and isn't available during a major outage. Pros It has great features, when they are working correctly. Cons There is no live support. During major outages, which are far from uncommon, it is impossible to reach anyone. Their support is only available via chat, with 1-5 business day response times. Since the support team uses the same chat platform they offer to customers, it isn't possible to reach someone during a major outage. The support is very low quality during emergency situations, so it is not a dependable tool for teams offering live customer support. Review Source Response from Fin October 23, 2023 Bobby here from the customer support leadership team. Overall, sorry to see this and happy to chat more if you want — send me a message by email or LinkedIn DM! I also wanted to follow up on your feedback regarding our processes. We use Statuspage to communicate with customers during an incident or outage. We post as soon as we begin troubleshooting, share updates along the way, and communicate when it's resolved and what happened. You can also message us on Twitter during an incident, or send us an email. Intercom promises a 99.8% availability. We have never missed this, and on average exceed this target so outages are very rare thankfully. The CS team aims to respond within a few hours to 1 business day. Very soon we'll be even faster, and we'll continue to give human support to everybody. Bobby Dylan C. Software Developer Computer Software Used the software for: 1-2 years ### "Great customer service tool" December 16, 2023 5.0 Setting up was a breeze, though the learning curve was noticeable for some of our support staff, but the live-chat and ticketing features were game-changers. We hoped for a bit more pricing flexibility, but overall, integrating it significantly improved our customer engagement and satisfaction. Pros The live chat tool has allowed us to provide a great customer support experience for our users, allowing them to reach us at a moment's notice to walk through their issues. The fact that we were able to just drop an embedded link into our site to enable chat with no additional effort, is just pure magic. Cons The main issue we had with was that the pricing was a little steep, especially as a small business. Review Source Aleksandr S. Principal Software Engineer Computer Software Used the software for: 2+ years ### "Most overrated thing on the market." April 25, 2021 2.0 Try to avoid it or at least not build the critical parts of your busyness on it. Chat and message history both work fine. Everything else is a source of endless pain and despair. Pros Integration with communication sources, say you may set up the email to be shown in chat history as a messages. Embedded chats with history are quite nice, it has both the messages and notes left by the supporting team members to each other. Chat itself works quite good and overall thing of a good quality. Not quite sure this is their own development, but it doesn't really matter. Webhooks, these one is a good thing to integrate your decision making software with customer lifecycle events, for example to send email when credit card is about to expire, of when customer purchased something few times. Actions - automated reactions to customer or lead lifecycle events. Filtered cogorts are called segments in , they have their own filtering panel which is similar to one that can be found on other products. Cons Bugs. They are everywhere. Updates may be lost, updates may be rejected by because of server side exceptions, or mysterious thing called "concurrent updates" when there is just a single update. They have huge API downtimes which can be traced by Intercom's API 5XX responses but technical support always denies the existence of a problem or downtime. Technical support is one of the worst supports I have ever seen. They know nothing, they do not want to learn, the problem is always on your side even if it is their server who responses with 5XX status. Intercom is hugely, fabulously overpriced. On paper Intercom has a set of importers - they are useless, as there are no transformation or calculated fields. Now imagine you need to import hundred of thousands customer profiles from legacy system. Due to absence of data transformation mechanisms you are unable to import them as is and have to resort to preparation-export steps. The problem is that you can not perform more than 85 API requests per minute. There was batch API but today it is 1) deprecated and 2) counts the record inside the batch by the same 85/min limit. Sometimes customer profile may just disappear. Some of integrations provided by Intercom would not work as they have never been tested. There is no API call to "archive the segment" despite it was proposed few years ago. Intercoms offers one of the worst client libraries on the whole github and they reject PR's. Alternatives considered [Consumer](https://www.capterra.com/p/216156/Consumer/) Review Source Response from Fin May 5, 2021 Thanks for leaving us such a thorough and candid review Aleksandr. I'll make sure to send all of this feedback on to the relevant internal teams as we really do use this to inform what we ship. Kate (Intercom - Customer Engagement) Jacob C. Head of Customer Success Telecommunications Used the software for: 2+ years ### "Intercom is great for Startups" May 13, 2024 5.0 I've loved using so far - it has been essential in our customer success focused strategy. Pros I love the help center and live chat. The help center is super easy to customize and make good-looking docs. Cons Pricing and ticketing. Unfortunately, these are starting to become non-starters for us, as we're scaling up and hitting some pretty insane pricing tiers. Additionally, the ticketing solution seems like an afterthought. Review Source Response from Fin May 25, 2024 Hi Jacob, Bobby here, I lead the support team at Intercom. I'm sorry to hear this. We did major relaunches on both our Ticket product and on pricing last year - we hear you and know how important they are to Support leaders. I'd love your views on where you feel we're still falling short. If you're open to chatting you can email me at robert.stapleton@intercom.io Thank you! TB Thomas B. CEO Information Technology and Services Used the software for: 1-2 years ### "All in one support tool that can grow with you from early stage startup to established organisation" June 19, 2023 5.0 Very positive and I would recommend to any early stage startup to apply for the Startup programme in order to get A LOT of functionality and bang for your buck. We have used Intercom from when it was just 2 \[sensitive content hidden\] to now a company of 50+ people, you don't need to waste time looking for another tool as it can grow with you. Pros The conversation routing bot was extremely easy to set-up and empowered us to streamline and automate our customer service and support processes. Furthermore, the ability to add-on features and functionality, such as WhatsApp integrate, was great to allow us to customize what we needed for our business. Cons Without the startup programme the pricing is quite aggressive with a basic package starting from $74 / month. Therefore, you really need to invest some time to set-up to add as much value as possible because it is pricey vs alternatives. Alternatives considered [Tidio](https://www.capterra.com/p/144040/Tidio-Chat/)[LiveAgent](https://www.capterra.com/p/102188/LiveAgent/) Reason for choosing Intercom The startup programme was the main driver for choosing over the alternatives. Switched from [Tidio](https://www.capterra.com/p/144040/Tidio-Chat/) The Startup programme is awesome with the features it was able to unlock vs Tidios freemium option. Review Source VR Verified Reviewer Customer Success Executive Internet Used the software for: 2+ years ### "A true ecosystem" November 2, 2020 5.0 We have stuck with for 4 years at this point and no plans to leave. I think that is testament to how strong an offering they currently have. Pros I would not have written a positive review about 12 months ago. There were too many small grievances with the individual features that were all building up. Recently the platform has matured enormously. It feels like the team at intercom has come into it's stride. New features like Series, Guides ect and most importantly - how they all work together - has made it a much better experience. Cons Currently my 2 biggest gripes are cost and customer services. I do think for a scale-up the price gets very steep very quickly. The customer support thing is more annoying - a core part of Intercoms offering is instant-chat. I remember 2 years ago their own instant chat was really great - now it can take a long time for a response to come in. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Review Source Response from Fin November 5, 2020 Thank you so much for leaving us this review. I just shared your comments with our Product team and it mad their day! Especially the team working on our Series product :) I also really appreciate your feedback on our costs and support wait times, even more so considering you have been such a loyal and log-term customer. As of late our reply times have unfortunately slowed but we've been working (and hiring!) diligently to speed things back up to the expected turnaround times. That said our reply times do range from a few hours to a few days based on subscription (Premium receives the fastest turnaround time) and nature or urgency of the query. When it comes to costs we always aim to align these with the value you are seeing so if you feel this is not the case please do get in touch with the team via the messenger to chat through your options. Thanks again, Kate (Intercom - Customer Engagement) HP Helen P. Customer Success Manager Computer Software Used the software for: 2+ years ### "Mostly great, with some glaring issues" February 2, 2023 4.0 Mostly positive, but even so we are in the process of switching to another tool that has more straightforward pricing and complete features. Pros Generally is easy to use and their documentation is quite good, so it's usually easy to find the answer to any question we might have. Anytime a new feature or change is rolled out, they offer pretty solid onboarding and walk you through how to get the most out of it. In terms of capabilities, I'd say Intercom offers more than most. Many options for integrations. We use it for lead generation, email marketing, customer engagement, and tickets. In all cases it is pretty quick and easy to use and easy to collaborate with team members. Cons We've been using for years without any significant issues, but over the past 2-3 years it has grown and evolved in ways that haven't always been positive. Their customer support is much slower and less responsive than they once were. As they've added new features and capabilities they've also increased fees and now you have to pay separately for every tiny thing. It seems like every single feature in the platform requires a paid upgrade and this rapidly and significantly increases the cost. Reporting is very weak and only goes back a few months (it's so bad that we don't use any of it... all of our reporting is done externally with integrations).Finally, and perhaps most significantly, many of their features don't really work the way they are marketed or the way that you'd expect. This has led to continuous disappointments when we learn that certain features don't really do what they claim to do. They are must more limited than they appear, and when you speak to their customer support about it they are always scrambling to offer you some sort of a workaround. Workarounds can be fine, but they shouldn't be required so frequently, especially for such an expensive tool. Review Source Nathaniel P. Customer Success Manager Computer Software Used the software for: 2+ years ### "The really bridge the gap between customers and our service" August 6, 2019 5.0 Their customer success team is great, even on the days when I'm not the most gracious customer. I even try to emulate some of their practices because I feel heard as a customer when I suggest features or report what I think could be bugs in the system. Pros The ability to converse with our customers quickly and seamlessly between email and the messenger app is great. They've thought through this feature set very well and it brings us very close to our customers and we are able to convert leads very well through this service too. Other similar apps function the same, but their UI/UX is lacking compared to . The actual feel of the app is clean and friendly and dare I say...even fun to use. Customer success at Intercom is also excellent, they've got our backs and I appreciate it (although getting paired with someone in a vastly different time zone can hold up ticket times on our end). Cons There are some gaps in the help center and email features. It would be ideal to create/edit documents in a manner closer to Microsoft Word or Google doc, as those are the standard for editing documents these days. Little things like not being able to create a list inside of a document the way I would in other apps can be frustrating, but there is usually a workaround of some sort that will suffice (I'm just picky). It would also be nice to only be paired with their team members in our time zone. Working in the US and then being helped by a team member from Australia means our ticket times take much longer and conversation is hard to do in real time. Reason for choosing Intercom We use this for our help center, to convert leads, and to help our customers. There are many more features/integrations we don't use but that would be useful in the future as we scale. Review Source GS Graziela S. Customer Support Team Leader Information Technology and Services Used the software for: 1-2 years ### "Great tool with some improvements needed, but a great ally for support and sales" June 3, 2022 5.0 is very nice, their support, account managers super efficient. At the same time it has points for improvement from what I've seen from competitors I still prefer the package offered by Intercom Pros \- Chatbots in code - User-friendly when it comes to aesthetics - Fast and efficient support - It has a learning track which makes it easy for new developers Cons \- Data analysis within the platform is quite poor, which brings the need to cross-check with other tools - Exporting data results in lack of standardization - Lack of governance to access team settings like macros, for example Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Intercom I was not in the decision making, I arrived at the company and was already a hired tool Review Source SN Susanna N. COO Hospital & Health Care Used the software for: 2+ years ### "Unreponsive and caused a severe service disruption" December 2, 2020 1.0 When COVID hit, we were evaluating our software solutions and inquired about switching from an annual contract to month-to-month. We asked what the changes to our pricing and feature suite would be if we moved forward with that change. We didn't get a response. Instead I received an automated email from their \[SENSITIVE CONTENT HIDDEN\] that our contract was cancelled effective \[SENSITIVE CONTENT HIDDEN\]. We reached out and for several days, did not get a response. On September 17th, our service was completely halted in the middle of the workday. Our team was unable to respond to any customer tickets for the remainder of the day. When we finally did get a hold of someone, they told us they were switching us to month to month, just as we had asked. We were told that was a completely different business platform and required a transition. None of this was communicated to us prior to the (entirely preventable) service outage, and again, we were just inquiring about the options should we choose to switch. We lost our settings as well as a previously agreed upon pricing discount built into our contract when they made this change. A manager was brought onto the phone and we were told they would get back to us with a concession because of the severe service disruption. We were never contacted again, until today when I was sent an email stating that they will not offer any concessions and they are sad to see us go, but that my Relationship Manager \[SENSITIVE CONTENT HIDDEN\], will no longer be available to me starting next week. Pros When we were first started using them, they were flexible, had great customer service, and seemed genuinely invested in helping us succeed. Cons Their customer service has been incredible poor. They caused a completely preventable service disruption that caused several hours of outage for our team, and have been difficult to get in touch with. Review Source Response from Fin December 16, 2020 Hi Susanna, I'm sorry to hear about your experience with Intercom - this is certainly not how we want our customers to feel. I've taken a look through your account and can see there's an opportunity for us to more clearly communicate the necessary steps when changing billing models so you don't miss any steps. This is something that we're working on at the moment so I assure that your feedback will not go unheard. We never want an Intercom user to loose access to our tools as we recognize businesses rely on our services. Our Relationship Managers work exclusively with customers on annual contracts so as you will be moving to a monthly model you will no longer have access to that team, however you will still have access to to our support team via the messenger. I do want to recognize that response times in previous months have not been where we'd like but we've made changes and are back on track now. Thanks again for this post, Kate (Intercom - Customer Engagement) VR Verified Reviewer Customer Support Information Technology and Services Used the software for: 2+ years ### "Simple and easy tool to use" April 5, 2022 4.0 It is very good for customer support live chat. We also use it to contact our customers via email service if there are any issues with their accounts. Great service and lots of features for us to use. Overall it's a good product. Pros Live chat with all information about clients is very helpful. Easy access to all information is critical. The tool is easy to use, no need for long training sessions. Cons Every feature is sold separately. Prepare to spend lots of money if you want to use it in full capacity with a large team. Review Source VR Verified Reviewer Ceo Internet Used the software for: 2+ years ### "Great customer service tool for internet companies " June 21, 2021 5.0 Great software, one of the few CRM that actually delivers real value and fosters taking care of customers, not tickets. Pros Direct integration to your website or system and being able to feed data directly to . You can then use that data to filter and manage customers. Cons They have been launching new features but it feels like they are towards the higher priced plans, which may make it expensive if you got 10k or more users. Switched from [Help Scout](https://www.capterra.com/p/136909/Help-Scout/) is focused on customers no tickets or conversations. Review Source Response from Fin June 30, 2021 Thanks so much for leaving us this review. It's great to hear we're delivering real value for your company and that our approach on prioritizing customers rather than tickets resonates with you. Thanks again, Kate (Intercom - Customer Engagement) Gabriela D. Servicio de Atención al Cliente Retail Used the software for: 6-12 months ### "Una excelente herramienta para mejorar el servicio de atención al cliente" July 2, 2023 5.0 He experimentado una mejora significativa en la comunicación con los clientes. El chat en tiempo real y el historial de transcripciones me permiten brindar respuestas rápidas y personalizadas. Sin embargo, la falta de soporte para ciertas funciones avanzadas a veces puede limitar la capacidad de resolver problemas complejos de manera eficiente. Pros El chat en tiempo real dirigido a consumidores permite una comunicación instantánea y personalizada, lo que brinda una experiencia de atención al cliente ágil y efectiva. Cons La implementación de un chatbot puede tener limitaciones en la comprensión y respuesta a consultas complejas, lo que podría generar frustración en los clientes que buscan una interacción más humana y detallada. Review Source VR Verified Reviewer CEO Computer Software Used the software for: 2+ years ### "Aggressive, Slow and Incompetent staff" March 30, 2022 1.0 They charge through the nose and treat long term customers like neglected children Pros It used to be good 5 years ago but now it’s overpriced Cons We are moving from to a different chat provider after being with Intercom for 5 years. Fundamentally Intercom still charges a lot more than the competition but is no longer the market leader. I told intercom that we are going and \[SENSITIVE CONTENT\] offered us a better price. At first we were interested as there is a bit of hassle in moving. But I couldn’t believe what happened next… \[SENSITIVE CONTENT\]was incredibly slow to reply and unprofessional. He probably is dealing with 1000 other customers who are leaving. Eventually he retracted the offer after a month after not “getting approval”. Why did he offer that in the first place? This is a slimy sales tactic straight out of the book. He never had any intention of matching the offer we received from a competitor. After I complained that \[SENSITIVE CONTENT\] had wasted 1 month of time stalling us from leaving, he sent an aggressive reply in all capitals! I’m shocked and disgusted at this behaviour from a company. Im cancelling my intercom account and moving to a company that appreciates their long term customers. Review Source VR Verified Reviewer Operations Specialist Hospital & Health Care Used the software for: 1-2 years ### "Lots of Features but Frustrating When Messages Get Lost" January 26, 2019 4.0 Our team used to support a large team of contractors that would frequently visit our website and work with us on a regular basis. We frequently use the "segment" feature to learn more about our population and to send out messages to certain segments. We also used a variety of integrations. For example, we used upscope.io so that we could immediately screenshare with any user who was on our website if they sent us a message on intercom that they needed help. The user would get a popup asing if they want to let the administrator view their screen and they just need to click "ok." That's it. It's that easy. Upscope.io integrates directly with intercom. You can also add Google Calendar to intercom so that intercom users can schedule a call with a teammate directly. Pros allows for various quasi-queries, integrations, and outound messasges to your users. This is very helpful and is not available in all of the other customer support platforms that I have used. You can find out information about your customer population. You can send messages to only CERTAIN "segments" of your customer population. You can also integrate with a WIDE variety of other softwares to really up your customer support game. Cons does not show all of the user messages together unless you open their profile OR they send their message as a response. So, for example, if a customer sends you a message, then 10 minutes later they create a new chat and send a new message, those messages are not linked togather unless you open their profile. I have had the experience of different agents answering the two messages or of answering one message only to see that the same user had sent a correction to their message. This is very frustrating. It can also be difficult for users to locate the knowledge base which leads to more inbound messages. Intercom is trying to solve this by bot responses, but this is something you may have to pay for. Review Source Héctor H. Head of Customer Service & BackOffice Information Technology and Services Used the software for: 2+ years ### "De lo mejor a nivel producto, pero con una atención al cliente nefasta" July 23, 2021 4.0 Pros A nivel de producto están continuamente evolucionándolo y sacando nuevas funcionalidades que ayudan a crecer tu negocio. Series, para desarrollar campañas a tus clientes es brutal, se puede combinar con mensajes a través de un banner, un mensaje in-app o un email principalmente. Eso sí es un servicio caro. Tiene una herramienta para helpcenter muy práctica y con buena relación calidad-precio. Para soporte por chat con los clientes quizá hay alternativas mucho mejores pero si no requieres de mucha complicación te servirá. Además tiene productos como chatbot, product tours, multitud de integraciones con otras apps y pequeñas funcionalidades que por supuesto incrementarán su coste y no podrás tener todo... A nivel de integración es bastante sencillo y permite mucha personalización. Cons El mayor inconveniente es el inexiste servicio de atención al cliente, para contratar el producto o probar nuevas funcionalidades no tendrás problema pero si realmente te encuentras con un problema grave, por experiencia hemos tenido varios como problemas con la renovación de un contrato o el envío de emails en una campaña, lo más seguro es que o no tengas una respuesta clara o que se vayan pasando la consulta de unos a otros sin ayudarte Review Source Response from Fin July 28, 2021 Thanks for taking the time to leave us a review Hector. I appreciate all the feedback around our products and it's good to see you are using a varied amount of them. I'm sorry that our customer service has let you down. We had a few weeks recently where our customer service was not where we wanted it to be. We have implemented new processes to help improve this and hope that the next time you need customer service, you will find it better. Thanks, Eabha (Customer Engagement) JH Jo H. Product Manager Information Technology and Services Used the software for: 2+ years ### "A love-hate relationship with intercom" October 20, 2023 4.0 Overall great but could be much better if some of the above mentioned pain points are sorted. Pros For the most part is a great product. We like: 1. the chat function. Clean, easy to find most information we need for support chats. 2. many useful features other than chat support: Help center, proactive supports. Cons 1\. Multi-locale support. I have been using for about 3 years now and I am still shocked that there's no support for multiple locales in articles and messages, which are common on other platforms. In both jobs that I used it for we cater to very international audiences. This means that for every message and article we set up we have had to set up multiple of the same messages with a different suffix to distinguish the language. 2. Long lists of event and user properties. if you work with a big/complex products, there will be tons of events to use. It's sometimes difficult to find what you need, especially if you are not familiar with the lexicon, in that tiny dropdown list. 3. Support chats sometimes go to the user's email. This has happened quite a lot to us and we have got really frustrated users because of this. 4. A bit slow. I have always found navigating through intercom to be rather slow. I feel like I have to wait every single time I click on something. Review Source DL De L. Sales Financial Services Used the software for: 2+ years ### "NOT $39 starting price anymore. $59 a month for basic chat function" May 26, 2021 3.0 My overall experience with has been poor. we've been using them at the basic level for three years. I chatted with them to get a demo of their features to upgrade but they refused to give me a demo and finally set me up with a "30" call in which the rep tells me that she won't give me an upgrade after she finds out that i am not interested in the $500/mo annual contract. She says demos are for those upgrading to that level, instead, she'll send me links and prerecorded stuff. And that i can reach out if I have questions. The 30 min call was more like a 5 min conversation which was already difficult to set up. I've been in sales for over 15 year and when there is an upgrade opportunity regardless how small, I support that client. If Intercom was the only organization that did what they do, maybe I understand their cockiness and disregard for the smaller organizations. However, there are SO many competitors that provide you with very similar functionalities for less the price and with better customer support. So yes, I'm annoyed as I am a current user who is doing research on other competitors so I can stop being a customer. Pros It's "popular" and works well if your company is enterprise sized. Cons If you're a start up or a smaller business don't expect to get support. It's very expensive - starting at 59 dollars a month for one person accessing the basic chat. Sure they offer a few other things but like a team inbox? Most organizations already have an email system and a company chat in place. Next level up is $119 a month that gives you a few more functions. Until you are paying their $500 a month locked in an annual contract, you are "self serve" customer. Meaning, no support - just their faq/website. Can't even get a good phone call for help. Review Source Response from Fin June 16, 2021 Hi De, Thanks for leaving us such a detailed and candid review. I'm sorry to hear that you are disappointed with your Intercom experience, it's certainly not what we aim for. While we do tier our support and sales resources based on subscription levels, the max you should be waiting for a response is 2 days. I'll flag this with both our Support and Sales team as it sounds like we haven't met this expectation in your case. When it comes to pricing we have a number of plan available (including our Early Stage plan where eligible startups get advanced Intercom features and Early Stage Academy at a 95% discount). As Intercom has grown, our pricing has had to evolve alongside this and there's still work to be done in this area. We're aware that no pricing structure will suit every business type but our aim is to truly reflect the value that our product delivers, allowing both your business and ours to succeed. Your feedback is extremely helpful and will be passed on to the team. Eduardo M. Fouder Information Technology and Services Used the software for: Less than 6 months ### "Revolucionando a comunicação empresarial moderna" June 10, 2023 5.0 Como analista de TI, recomendo fortemente o software para qualquer empresa em busca de uma solução abrangente de comunicação. Sua plataforma integrada, recursos de chat ao vivo e automação de marketing são excelentes. A interface intuitiva e o suporte ao cliente são igualmente impressionantes. Um investimento valioso para impulsionar a eficiência e o engajamento da equipe. Pros O software é uma solução incrível de comunicação interna e externa. Fácil de usar, escalável e altamente eficiente. Recomendo Cons Os preços do podem ser um desafio para empresas de pequeno porte, limitando seu acesso a recursos avançados de comunicação. Reason for choosing Intercom Ao escolher o software em vez de um concorrente, você terá acesso a uma solução completa de comunicação que oferece recursos avançados de chat ao vivo, automação de marketing e integração perfeita 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.