# Page 6 | Intercom Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 6 - 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 6 - Reviews of Intercom ## Showing most helpful reviews Showing 126-150 of 1133 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use GC Gina C. COL Staffing and Recruiting Used the software for: 6-12 months ### "Intercom for Startups is Awesome" February 24, 2024 4.0 Pros We were fortunate to be accepted into the Startups program so we are receiving a great discount to leverage all the product has to offer. We originally found for live chat but it offers so many features that we implemented. We love the tooltips and pop-ups. We love the ability to trigger the chat box when certain events occur. There are so many features that we haven’t had a chance to implement them all, each one that we use had helped our users have a better experience on our platform. Cons Get started was a little difficult and I have had to reach out to Support on a pretty regular basis because I cannot find the answer to my questions in their support center. Their support team is awesome but it can take a day or two to hear from them which is frustrating when you need to get something released quickly. Switched from [Pendo](https://www.capterra.com/p/151951/Pendo-Platform/) Pendo was expensive and didn’t not function correctly on our platform. Review Source VR Verified Reviewer Business Development Construction Used the software for: 1-2 years ### "Using Intercom to handle customer support" December 17, 2022 5.0 Our focus is to handle customer queries and website inquiries thru . We have integrated this with our website and are able to solve queries, generate reports and plan our future tasks with this software. Pros This software has both chat and email queue - We were able to set up chat and email support with the help for this software. The customer engagement is smooth and we were able to delivery customer service with the help of this software. Cons This software was a priced a little over our budget and every seat that we bought would cost us more. Apart from that this is a very good software to integrate with your website. Switched from [respond.io](https://www.capterra.com/p/179311/Rocketbots/) Cost Cutting Review Source Emre Ç. Software developer Computer Software Used the software for: 1-2 years ### "I've had excellent results." November 27, 2022 4.0 The ability to try and test an app or product before purchasing it, is becoming more and more popular, especially with the introduction of new chat and live chat services. If you don't want to spend hundreds of dollars on an actual product, you can try a virtual product, that is a product that you can test and play with, before you purchase it. Pros is a complete live chat application for businesses. It is extremely easy to use. I found the chatbot feature to be useful, but I think it is only useful for some businesses such as retail businesses, or businesses that can use the information from a customer to see what they want to sell them. I would recommend using Intercom for businesses that need live chat but are not using it already. Cons I am a marketing strategist, and my company is growing. I have come to realize that I need to engage with customers in an effective way to obtain leads and generate sales. I have tried many different marketing strategies in the past, but none have been as effective as LiveChat. I am able to create a LiveChat session with customers and obtain leads. I've had great results and I'm satisfied, I haven't had a problem. In general it works flawlessly. Review Source Rahul B. Cofounder/CTO Consumer Electronics Used the software for: 2+ years ### "A complete customer support platform" August 22, 2023 5.0 Integration is super easy and the documentation is easy to follow. We've been using for over 2 years now and absolutely love it. The product has streamlined all our customer support needs. Pros is a comprehensive suite of all applications you would need for support management, from live chat to help desk and ticket management. This negates the need for having multiple different applications and integration overhead. Cons No complaints about the product whatsoever. The product is actively evolving and keeps up with the current technologies. Review Source VR Verified Reviewer Head of Customer Service Computer Software Used the software for: 2+ years ### "Great Software " June 11, 2021 3.0 Pros is great as single marketing, sales and support solution. Nevertheless, once each team starts growing and having their specific needs it will most likely stop working as great for everyone. Cons Their customer support message managing was not great, they also did not offer a way of merging messages and tracking SLA's. Review Source Response from Fin June 16, 2021 Thanks for taking the time to leave us a review. We're always happy to hear that customers have found Intercom to be a great software. Thanks for your feedback around being a solution for bigger teams, this is something we are constantly evolving and trying to do better at. I'll make sure to pass this feedback onto the team and also around merging messaging and tracking SLA's. Thanks, Eabha (Customer Engagement) Aqeel K. Marketing Manager Computer Software Used the software for: 6-12 months ### "Best chat bot for website" September 13, 2022 5.0 Pros It's smart bot helped us increase our lead generation by 20% which is the best thing I liked about it. Cons It's very expensive for a chatbot, and they did not have a monthly plan for us. Review Source VR Verified Reviewer IT Specialist Internet Used the software for: 1-2 years ### "More than a messaging platform" February 13, 2021 5.0 We are using as our main costumer messaging platform in all our ends, from emails to customers to internal communications for our team. Intercom does everything in a neat and easy way. Pros In a few words, using is such a wholesome experience with zero to non competitor in the market who can compete with his top notch features and constant improvements. There is always something new in the works to make it even more useful. Cons The overall quality of the SaaS is very good, but the price you have to pay for everyone of the features is a bit too much compared to what is offered from the competition, don't get me wrong, being at the top of the list comes with a hefty price tag. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Intercom While being a bit more expensier than the competition, the overall quality of 's is hard to match. Switched from [HelpCrunch](https://www.capterra.com/p/225716/HelpCrunch/) Our team needed a more robust messaging platform. Review Source Response from Fin February 17, 2021 Thanks so much for letting us know how Intercom is helping you manage your communications with your customers and teams. Thanks too for you feedback regarding our pricing and packaging. Our aim is to align the price you pay to the value you see, and it's a difficult one to get this right for every type of business model. I'll make sure to pass your comments on to the right team. Thanks again, Kate (Intercom - Customer Engagement) VR Verified Reviewer Head Customer Success Internet Used the software for: 2+ years ### "Intercom is a support agent's delight!" August 11, 2022 5.0 Fantastic. Pros is easy to use and a supremely evolved support tool. It's a must have for early startups as they scale their businesses. Agent's can easily grasp and start using the product. The support articles are my favourite feature. Cons I didn't like that does not support WhatsApp templates triggering via system APIs basis user actions. Alternatives considered [respond.io](https://www.capterra.com/p/179311/Rocketbots/)[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Haptik](https://www.capterra.com/p/186856/Chatbots/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Intercom Cheap and easy to install. Switched from [yellow.ai](https://www.capterra.com/p/194013/Yellow-Messenger/) Yellow.ai was a super unintuitive product. Review Source SS Simon S. Business designer Marketing and Advertising Used the software for: 2+ years ### "A pricey but extremely competent choice of chat" October 13, 2023 4.0 Very well! everything from sales calls, onboarding, setup and support have worked very well. Pros Integration was easy with webhooks easy accessible. It is also very easy to customize chatflows with many different response options, making it a breeze to set up multiple scenarios. I do also enjoy the customization possible to for example have different chat prompts depending on the webpage a visitor goes to. On the other hand this is sometimes a bit overwhelming - I want to explore more and a customer success manager would be nice to have for this. Cons The price. Honestly, it seems like they try to raise and raise to squeeze a lot of money out of small businesses. Also, their pricing model is pretty difficult to understand, so be aware of all the choices you make during your sales call/order. Alternatives considered [HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/) Reason for choosing Intercom See above Switched from [HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/) Needed more customization Review Source VR Verified Reviewer CMO Accounting Used the software for: 2+ years ### "software completo para cualquier SaaS" August 11, 2023 4.0 Muy contentos desde que eramos una startup e incluso ahora como scaleup Pros La posibilidad de centralizar toda la información y los equipos de ventas, customer success y marketing en un mismo sitio. Soluciones con una UX impresionante y muy fácil de utilizar. Cons Al ser un programa que centraliza toda la comunicación con clientes y prospectos terminas trabajando con todo el suite y la factura acaba subiendo mucho de precio a final de mes. Alternatives considered [Trengo](https://www.capterra.com/p/177967/Trengo/) Review Source VR Verified Reviewer PM Computer Software Used the software for: 2+ years ### "Engagement with Customers is Great!" February 25, 2021 5.0 It is an easy choice if you want to create unique, engaging customer journeys! It also connects to many other tools, so it's a great addition to any software stack. Pros I like that we are able to gain insight, offer promos, convert leads, provide support, host a help center, and create unique customer journeys right from within one platform. The Inbox feature is very helpful in providing quick and easy support, especially when using the mobile app! Cons There are few things I would consider cons about . I wish they offered a bit quicker support, as I often wait a day to hear back, but it is a minor detail compared to the value we get from using the platform. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Intercom At the time, I believe had been around a bit longer, so offered features outside of just the support desk functionality. Review Source Response from Fin March 4, 2021 Thanks for taking the time to leave us this review and let us know how Intercom is helping you create unique, engaging customer journeys as well as integrate so well with your existing etch stack :) Thanks for your feedback regarding our support response times. These vary based on the urgency of the issue as well as plan, but we always aim to get back as soon as possible. I'll make sure to pass this feedback on to our team here. Thanks again, Kate (Intercom - Customer Engagement) JL Jenny L. Product Manager Human Resources Used the software for: 6-12 months ### "Intercom has a buffet of features" July 12, 2023 5.0 Overall, our main aim was for the chat bot functionality and for our conversations to lead to onboarding clients. has helped us achieve this. Pros The most I like about is the varied options of features it offers. Not only do they allow manual chats, they also introduced Fin, their AI bot and have other options for email marketing, product tours and others. Cons Because there are so many features, it seems difficult to learn about each of them. I am unsure where to look for the instructions and prefer videos over articles that seems to have. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Review Source SC Srikanth C. Digital Marketer Marketing and Advertising Used the software for: 2+ years ### "A complete Martech platform for a start-up " December 1, 2022 5.0 Pros has done a great job in keeping the platform so simple yet powerful. From chats to campaigns, all of it can be viewed in just a click of a button. Cons Our client wanted to migrate data to a CRM, and the process was so painful. We'd highly suggest business to use intercom if they don't have any plans getting a CRM software. Review Source MC Maria C. Sales Executive Food & Beverages Used the software for: 2+ years ### "One of the best tools designed to enable us to quickly respond to customer inquiries" January 26, 2023 5.0 Most website users are afraid to use live chat to ask questions, so we helped attract their attention and enable us to initiate questions, and this enabled us to gain their trust and include them in the lists of potential customers, so that we could always update them on new campaigns. Pros 's capabilities enable us to interact with our website visitors in an intelligent way, as the automation and artificial intelligence available in Intercom enable us to prepare a list of appropriate answers to the questions we receive frequently so that we can respond to customer inquiries quickly. As for the distribution of email coming from customers, the process is smooth, as we can customize the settings so that the incoming mail is sorted by specialty and sent directly to the relevant members. The control panel provides a lot of tools through which we can better track customer tickets, limit the outstanding tickets, and request assistance regarding them, ensuring that there is no delay in responding. It's also nice how we managed to restrict visitors from sending many useless tickets and using bad language when chatting. Cons Ease of use depends on the correct setup as well as customizing the tools to suit the duties of the team, and any mistakes in that will make things look very complicated. Review Source foster S. Digital marketer Marketing and Advertising Used the software for: 2+ years ### "Honest Intercom Review" September 11, 2021 5.0 has many functionalities such as push notification. It can be pretty simple to integrate in to other tools and it's automation is very efficient Pros set's in motion customer acquisition and onboarding. It's very intuitive and boost customer satisfaction team productivity. It also provides 24/7 support and customer engagement. Cons Premium features are very pricy Review Source Response from Fin September 15, 2021 Thanks for taking the time to leave us a review, Foster. It's great to hear that Intercom has helped you set your acquisition and onboarding in motion. We love hearing that our products have helped customers increase their customer satisfaction too. I'm sorry to hear that you have found our solution to be pricey. We try to find a price point that shows our value while allowing both our businesses to succeed but understand this can't always be the way. We've done a lot of work on this in recent months and hope that in the future this will allow our customers understand our pricing better. Thanks, Eabha (Customer Engagement) Eduardo G. Analista de Onboarding Computer Software Used the software for: 6-12 months ### "Excelente plataforma de comunicação integrada." May 31, 2023 5.0 O é uma ferramenta poderosa para a comunicação com clientes. Sua interface intuitiva e recursos avançados de bate-papo e suporte tornam-no uma escolha recomendada para empresas que desejam melhorar seu atendimento ao cliente e fortalecer o relacionamento com os usuários. Pros A facilidade de uso e a capacidade de interagir com os clientes em tempo real, proporcionando um excelente atendimento. Cons Às vezes, o sistema pode ser um pouco lento ao carregar grandes volumes de dados. Review Source HM Hanane M. Freelance Marketing and Advertising Used the software for: 1-2 years ### "The world of marketing" January 5, 2024 5.0 One of the best applications that I have used and still like you .For its activity and ease Pros It is one of the best applications in terms of ease of use .It contains many features that help customers in marketing Cons It is a distinctive application, but it is one of the expensive applications for small companies Switched from [Live Chat App](https://www.capterra.com/p/10012937/Live-Chat-App/) Because this application is inexpensives Review Source VR Verified Reviewer Advisor Internet Used the software for: 2+ years ### "Best friend for a team willing to exceed customers' expectation" May 28, 2022 5.0 Really, is everything a customer support team needs for exceeding customer expectations in support. The software is the est user-friendly software i have ever used, evolving fast, quite stable (not much bugs), and though it requires a high performing computer (RAM and processor), I would recommend Intercom to any business needing a real-time chat. Pros The design is awesome ! You can do many things on , but it is difficut to get lost as it is so easy to use. The reportings are highly qualitative and simple. Using the chatbot changed our life as our lead management went to the next level. Another game-changer linked to that is the help center where it makes it easy to let the customer helps himself or herself . Cons Not performance-savvy for a computer... I hardly see anything to add, except paying each seat for a full use... Review Source Edil T. Customer Support Specialist Information Technology and Services Used the software for: 2+ years ### "The only and the best CRM tool for me" July 11, 2022 5.0 I'm using this product for more than 2 years now and have seen all cons and pros. In general, I really like it because it's working as it has to! One more thing, team is making interesting and helpful webinars quite often what I really like! Pros Really simple, fast and easy to use CRM platform. It has multiple helpful features such as custom bots, emailing and product tours that I'm using quite often. Also, making a help center in is such a great experience! Cons It has som many features and sometimes some of them do not work properly. And filter+trigger options in emails automation are quite confusing in some moments Reason for choosing Intercom We had an experience using in our previous company and have seen all it's benefits and knew how to use it Review Source JM Jessica M. IT Manager and Client Success Partner Information Technology and Services Used the software for: 1-2 years ### "This software help me a lot!" April 26, 2023 5.0 Pros makes it simple to interact with customers; its simple and user-friendly design allows me to easily start and maintain discussions. Furthermore, its customization options enable me to personalize communications to certain customer types or deliver targeted messages based on automated triggers. I really appreciate how Intercom can be coupled with other platforms such as Salesforce and Zendesk, which allows me to communicate with clients in a number of ways. The reporting capabilities of Intercom are particularly beneficial for identifying user activity and responding fast to customer needs. Overall, Intercom is a great tool for staying in touch with customers, whether through newsletters or automated support. Cons The system has been commendable, with only a few minor hiccups or delays here and there which are understandable. Apart from that, it functions without a hitch, and this is a testimony to the diligent work put in by the development team. Their efforts have been invaluable in ensuring a smooth operation of the intercom system. Review Source MG Mohamed G. Customer service specialist Banking Used the software for: 2+ years ### "Intercom and Cashee" May 29, 2022 4.0 It was great using it definitely helped our business to reach our customers also it made the customers feel the human touch and not feeling that they are talking to a robot Pros Using was all the time easy and simple. Adding new apps and features on it was just a click and integration was that easy I have added localize app, ticketing system app to it and it is just a click Cons It's just the price it can be improved And sometimes the mobile app search is not giving the right information Review Source SL Stephane L. CEO Information Technology and Services Used the software for: 2+ years ### "A lot of features but overpriced for startups" January 12, 2022 4.0 solutions solve real problems however if you are a startup I don't recommend using it since you really feel that they try to lock you. They attract you with their startup package and then it will take some effort if you want to switch to another supplier. Pros is a combination of tools providing different values and solving different problems. We use chat, article, product tour and several other tools. Overall they all solve a specific problem. Cons Every tool we use has some limitations and we often need to find workarounds to reach our goals. However the worst point about is their pricelist Even if you own a PhD you will have a hard time understanding how much to pay if you add an option. Every tool is an option that keeps adding to your bill plus they have triggers to increase the bill according to the number of users. Overall you don't really know where you're going with the way they charge you. Review Source Response from Fin January 28, 2022 Hi Stephane, Thank you for taking the time to leave Intercom a review. We appreciate you taking the time and letting us know what features you like and are helping your business. I'm sorry to hear you are disappointed in our pricing, we try to charge a price that reflects the value our product brings while letting both our businesses succeed. However, we understand that no price structure will suit everyone and are sorry that you find it to be expensive. If you have any questions around why you are being charged a certain price, please always feel free to get in touch via the Messenger and we would be happy to help. Thanks, Eabha (Customer Engagement) VR Verified Reviewer Community Manager Real Estate Used the software for: 1-2 years ### "Small SAS Use" November 26, 2018 4.0 Our main use for is tier 1 chat support. Our users know that this is the fastest way to get ahold of us. In lieu of using a chatbot we've gone in and created a bunch of quick responses that we can go in and edit. This has cut down on the amount of time we spend chatting with a customer and it allows us to control the message that we are sending out across the board. We've also used campaigns to let our users know of new product releases and have sent out Net Promoter Score Survey's out in a campaign. I'd like to note that we do not use Intercom as a CRM for leads on enterprise accounts. Pros is really easy to set up and importing users into the software is really simple. It's nice to be able to create an online library of help articles and have it available for our users to find. The chat feature is what we use most and our users definitely enjoy how easy it is to reach out to us. Cons Our customers have a difficult time closing out of conversations or seeing actions on our screen that need to be taken on the right hand of the screen. The chat box will often times cause them to become more frustrated as they need to open and close the chat as we give instructions. The close button is in a circle under the chat, which is a spot that most people don't usually look for. There are a few customizable things that we'd like to see. Like the ability to create custom out of office messages or include holiday messages to let our users know we're either out of office or responding slowly. Review Source VR Verified Reviewer Sales VP Accounting Used the software for: 2+ years ### "Me gusta y no puedo pensar usar otra plataforma " September 22, 2023 5.0 De forma general contenta.. los departamentos de ventas y de soporte son los mayores usuarios de Pros Lo intuitivo que puede llegar a ser. Me gusta la forma en la que resuelve los diferentes tipos de casos. Cons El servicio de soporte, se tardan mucho en resolver bugs. Review Source GZ Guy Z. Manager Information Services Used the software for: 2+ years ### "Horrendous company, be careful of getting locked in" February 25, 2020 1.0 Absolutely horrible in every possible way. Pros The UI allowing to construct auto-messages Cons They lure companies in to integrating into the workflows and take advantage of the difficulty of later migrating to another product, in order to jack up the prices to ridiculous levels. We've had to complain multiple times each year for drastic overcharges (think 3x) and fight with them for months until they would process some refund (after numerous lies and diversion attempts by their reps). Unethical company, unethical staff, can't be trusted one bit as a business partner. Also be aware that they do not grandfather plans, and you are at their mercy, they can at any time give you a short notice before "updating" the pricing structure. The most recent "update" would have caused a ~5x in price, getting us to flee to another provider at a great internal cost. Review Source Response from Fin March 4, 2020 Hi Guy - first off, I want to apologize for the difficulties you've had. Since Intercom started, we've focused entirely on the idea of strong customer relationships and I'm sorry that we let you down here. I hope I can clarify why these pricing changes are being made and provide some more context. We've recently changed our pricing model to a simpler one that we believe is better aligned with the value our customers get from the product. That meant an increase in price for some customers and a decrease for others. Getting pricing right at Intercom has admittedly always been really challenging for us, but we don't want you to feel this way. I'm sorry to see you go as a customer. If you'd like to speak to your account manager (or me directly) about what happened for your account specifically, we'd really love to chat. You can email me (phil at intercom dot com) if you're open to a conversation. Phil (Intercom - Customer Engagement) ## 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.