# Page 7 | Intercom Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 7 - 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 7 - Reviews of Intercom ## Showing most helpful reviews Showing 151-175 of 1133 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use FA Farid A. Sales Manager Electrical/Electronic Manufacturing Used the software for: 2+ years ### " an excellent tool for streamlining product onboarding and simplifying the adoption process." October 25, 2023 5.0 With Intercom we can onboarding experience and begin crafting new workflows that precisely target the right audience, making it extremely valuable. Pros Intercom provides a user-friendly onboarding solution that offers flexibility in promoting our products. It allows us to easily create and test flows, utilize segmentation, and make use of templates for targeting specific landing pages. Setting up flows is straightforward, and Intercom continually evolves to be even more helpful in delivering the right messages for creating additional flows, resulting in a positive user experience. Cons nothing really that I dislike, where Intercom offers a professional service ensuring that everything is done the correct way. Review Source VR Verified Reviewer Software QA Manager Oil & Energy Used the software for: 1-2 years ### "Great for the money, Lots of customization to be had if you want to take the time." September 27, 2023 5.0 Pros Intercom can be your all-in-one, one-stop shop for EVERYTHING related to your communication with Customers, new and soon-to-be users, and any support regardless of how it gets to you. Cons It can be very time-consuming to include all features in your workflow and allow for it to work properly.It can also double up on some things like support ticket tracking and then doesn't play well with other software if you are already migrated into other systems. Review Source IR Igor R. Customer Success Team Leader Internet Used the software for: 2+ years ### "Decent software for Customer engagment" December 9, 2023 4.0 Pros The biggest advantage of Intercom is its wide range of options. With Intercom, you can set up bulk messaging, respond to incoming messages, and create tooltips or product tours. It is a software that meets most of our business needs. Cons Most of the functions seem to be minimal viable products (MVPs) rather than full-fledged features. Specifically, the customer engagement options are either limited or not functioning properly. Additionally, the UI lacks coherence, for instance, the dark mode is only available in the inbox and not in other sections. This inconsistency can be quite frustrating. Review Source MH Michelle H. Senior Project Manager Marketing and Advertising Used the software for: 2+ years ### "Intercom is a helpful tool that can help your company expand" November 3, 2023 5.0 As the capabilities of Intercom become more widely understood, customer service can only improve. At the same time, my productivity in the office has increased because of my newfound familiarity with the team's workflow and methods. Using Intercom to log all of our communications has allowed us to work more efficiently, which has allowed us to serve our customers better. Pros Intercom's keyboard shortcuts are one of my favourite features, and they help make it a top-tier platform for efficient communication. By letting users include gifs, emoticons, photographs, and comments on conversations about any topic, it maintains a lively conversational atmosphere. It analyzes conversations and flags them as potentially repeated soon. Cons If you have a lot of active chats, the search function may take too long to return results when you need to find something specific quickly. Review Source Alexis D. Customer Success Manager Computer Software Used the software for: 1-2 years ### "Easy-to-use tool with great features to make supporting customers a breeze!" November 12, 2018 5.0 We have been able to resolve customer questions in a much quicker time simply because we can access help articles quicker, get other team members in on the conversation more easily, and use integrations like co-browsing and attaching help articles to resolve a problem more quickly. Overall, Intercom has been a great experience compared to our past customer support apps and we are happy to be using this to improve our customer's experience in our app. Pros It is great to have the ability to do so many things within one app: chat with our customers, write help articles, link help articles to our customers, send out messages to groups of people, easily find previous conversations, and create reports to monitor our progress. Intercom has really made our support workflow simple and much less confusing than other software tools we have used. They also integrate with a number of different tools (GitHub, ZenDesk, Upscope co-browsing, etc.) so anything that Intercom can't directly do, we can find a way to do through an integration. Cons The Customer Support response times from Intercom are a bit long, but the team is always helpful and resolves any questions we have. I also wish the Articles were a little more built out - they just have some simple feature there, and it would be nice to have a more robust help center with the flexibility to format our articles the way we want and organize the collections differently. Review Source VR Verified Reviewer Software Engineer Computer Software Used the software for: 6-12 months ### "#1 software widely-used for live chat, and customer support " December 18, 2022 5.0 The overall experience was smooth, and help me setup live chat support with just few clicks and entire installation was quick and easy. Pros I like their interface most, as compared to other similar solutions available in the market. It provides a pretty modern look and the user faces a very good user experience. When it comes to businesses that use Intercom, it provides a variety of features based on the business needs, for example: storing chat history, and creating an automatic ticket through email if the user/support is away from the chat for a longer duration, easy to generate reports based on the customer data and queries.One of the features I used most was storing the chat history using their platform/APIs, which helped me analyze what queries were repeated over the last 3 months, thus helping me find customers' pain points easily. Cons There is no major con as this software is highly competitive when it comes to the features it provides as compared to its competitors. However, they can work on improving their customer service, as when I got stuck in installation/setup, their replies to the tickets were quite late, and I could not wait for them to reply as my business was dependent on these live chats. Review Source AM Amanda M. Senior Integrated Marketing Manager Computer Software Used the software for: 2+ years ### "Great tool for engaging & converting website visitors " February 4, 2022 5.0 Overall no major complaints with Intercom and plan to continue using it for the foreseeable future. Pros We love how easy it is to engage with our website visitors and help answer questions or direct them to the resources they're looking for. We bring in a good number of leads to the sales team each month from the use of Intercom chat. We really enjoy how you can integrate it with Slack so that you don't always have to keep Intercom open in your browser. Cons It's kind of annoying how a lot of the features cost a good amount of additional money. And some things aren't super intuitive as far as navigating and what lives where within the platform. Alternatives considered [Drift](https://www.capterra.com/p/227417/Drift/) Reason for choosing Intercom I can't remember as it was years ago but I think it mostly came down to price Review Source JM Jhara M. Marketing Director Information Technology and Services Used the software for: 6-12 months ### ""Intercom makes things easier for us"" June 20, 2022 5.0 As I got more familiar with Intercom, I started to value the wealth of useful data and insights it provided. I appreciate how simple it is to communicate with just one consumer or a small group of them using channels like chat and email. To be honest, I feel like there is a lot more out there that I haven't discovered yet. Intercom is the tool to utilize if you want to learn more about how your website or app's visitors are interacting with your content. Pros It's simple to keep track of connections and clients, plan events, automate processes, and more. Integrates well with a wide variety of other programs we employ. Great for keeping track of our SaaS customers and getting in touch with them through email or in-app messaging. This is also useful for developing automated help, which eliminates the need for our support staff to spend time on routine or trivial questions. Cons This led me to avoid reading my mailbox whenever possible. Acclimating to the program required some time because the presentation and formatting of messages were not immediately obvious. Intercom's many technical features and customization possibilities might be overwhelming at first glance. Review Source Karim H. Co-Founder, CEO Computer Software Used the software for: 2+ years ### "Jack of all trades, master of emoticons." November 16, 2017 1.0 Pros Intercom does have a lot of features and is easy to get started with. Sign up, go into segment, activate it, and you're done. You can see who's online, send them automated messages, write support tickets. Cons The only problem with Intercom is that EVERYTHING is half baked. They've basically taken as a model to release everything, but only basic versions of it. Except for Emoticons. They are everywhere. You want to sort conversations? You can't. You want to bulk edit them? You can't. You write an article and the connection dies? Too bad for you. You want to change the layout of the Support Page? You can't. You want to have a qualification bot that's not a marketing gimmick? Well sorry. You can't. You want to assign conversations base don rules, have reminders, flows, SLAs.... well.. you know the answer. And when you invariably contact support and tell them about it, they will almost always say "Oh that's a great idea. Let me mention it to the Product Team"... and of course they instead roll out the next half-backed emoticon feature. Seriously. Unless you want a fancy chat for a side project of yours, stay away. Review Source Sarah H. System Administrator Information Technology and Services Used the software for: 1-2 years ### "The Finest Online Chat Service Currently Available" February 14, 2023 4.0 In a short amount of time, we can offer extensive support to our clients. Having a help desk and the option to speak in real time are both fantastic additions. Many businesses today use Intercom to request pricing and quote information, and the platform's ability to route inquiries to the appropriate team member is a huge asset in building a pipeline. Pros For over a year, I've loved the intercom's ease of use. Love the mobile app, and the interface is clean. Our services are highly adaptable. When it comes to expanding support, bots are invaluable. The onboarding process is also quite beneficial. Cons Having more inactive contacts on the intercom increased the monthly bill. You must continually archive users in order to keep costs at a minimum. Switched from [Drift](https://www.capterra.com/p/227417/Drift/)[HubSpot Service Hub](https://www.capterra.com/p/182476/HubSpot-Service-Hub/) Since day one, we've relied on Intercom to help us provide unrivaled 24/7 chat assistance for our customers. We utilize the chat function to communicate with customers, but we also make extensive use of the reporting and stats capabilities to learn more about our customers' habits and preferences. Review Source VR Verified Reviewer Director of Demand Gen Internet Used the software for: 1-2 years ### "Intercom is a decent tool with broad uses" April 20, 2021 3.0 While the tool has a great deal of potential, the quality of the support and account management teams are horrific. (They used to be much more skilled but as the company scaled the knowledge/expertise of the support and customer success teams dropped off a cliff, often knowing little to nothing about their own product). Pros Intercom is great for communicating within your web based product via chat. It's relatively effective as a marketing channel for in-app communication to customers. It has fair amount of rich content options, though they cost extra. Cons Compared to Drift, Intercom is extremely limited for a sales/lead-gen channel when used on a public website. It's pricing model is also crippling for high traffic sites. The customer support and account management is absolutely horrible. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Intercom Functionality Review Source Response from Fin May 5, 2021 Hi there, thanks for letting us know about your Intercom experience and I'm glad to hear you've found it an effective customer marketing tool. I'm sorry that our support and success management teams have not lived up to your expectations recently and I'd love to dog into this in more detail. If you'd like to discuss it further please get in touch via the messenger and ask for me directly :) Thanks! Kate Sugrue (Intercom - Customer Engagement) VR Verified Reviewer Customer Support Specialist Information Technology and Services Used the software for: 1-2 years ### "Great tool for our support teams" December 25, 2021 4.0 Pros Intercom is a great tool that we use across our customer success team, both for the first and seconline issues. It allows our teams to share and serve the tickets in an efficient matter and allows us for measuring the results. Moreover, our clients can review our team members what we really appeciate. Cons Nothing specific, we are happy with the service. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) We were not happy with Zendesk and we wanted to try a new product that would fit us more. Review Source Response from Fin January 28, 2022 Hi there - thanks for taking the time to leave Intercom a review and letting us know what you like. It's great to hear that Intercom is allowing you and your team to be more efficient and collect feedback from customers! Thanks, Eabha (Customer Engagement) Thomas Y. Lead Technical Support Engineer Wireless Used the software for: 2+ years ### "I'm so glad we switched to Intercom!" November 20, 2018 5.0 It is a tool that was built by its users, meaning the people who build it also use it. I can begin to describe how important this is. They have not limited themselves to what others are doing and have rethought the entire process f customer support to build what everyone wanted. A useful, effective tool which makes customer support fun to do as a job as well as receive. We often get asked by our customers what support tool we use. We love intercom!! Pros It's a tool that gives you what you need and it does it well. They are ahead of the game in all ways. It makes customer success seamless and proactive. It's a multi-tool. It's changed the way people perceive customer support because it makes it fast, effective and fun. They write their own books (Awesome!) and they host seminars to help use the tools better. Cons They take a while to release new features, this is no surprise as companies will need different things. It does not have a merging tool to link conversations to the person already in the system. Sometimes you get duplicate leads/users. They can take a while to respond to support inquiries. They changed their pricing structure which, when it was priced per lead and not per agent, made intercom stand out Review Source Carlos L. Operations Lead Education Management Used the software for: 2+ years ### "A very simplistic tool to connect with your users." August 29, 2018 4.0 Overall, my experience with Intercom has been great. It's very easy to set up and get it running on your site and it's very user-friendly from your customers/leads side. There are a lot of improvements that can be made but their support team is very approachable and helpful. Pros \- The interface is very straightforward, You get messages from users and you reply. - It allows you to snooze messages so you can focus on messages that are your priority. -There are a lot of customizable options so you can make Intercom more like your company and less like Intercom. Cons \-While metrics are simple and easy to follow, there should be more in-depth information like real response time. They use a "median response time" metric which to be honest is very confusing. -There should be a limit on how many conversations a user can open. If a user wants, they can open unlimited conversations which can be a pain for your support team. -There should be an option to delete messages in bulk. Review Source Response from Fin August 31, 2018 Thanks for taking the time to leave a review Carlos. It's much appreciated. Just wanted to double-check - it's the ability to close conversations in bulk that you would require. Or do you mean delete conversations to they don't show up in your metrics? Preetish P. Marketing Manager Internet Used the software for: 6-12 months ### "Awful product with even worse customer support" October 23, 2019 2.0 Folks from Intercom should start listening to customers. It's an irony that a SaaS company that wants to help customers with engagement and retention, delivers the worst experience to its own customers. Pros The user segmentation based on activity works well. Cons Many issues, but I'll highlight three points: - They simply don't care about the bugs you report as a customer. It has been more than 3 months since I've been following up to get a bug fixed. They never give any update on when the issue will be fixed -- can't even confirm if it will get fixed this year. If you don't have a clear roadmap or visibility on when issues will get fixed, I'm not sure what type of company you are running. At least, create a Gantt chart in Excel! - The implementation of how a custom bot should fire based on button click has been poorly implemented. The bot will always be tied to a domain although it should be decoupled from a domain. For example, if you want to use the same custom bot that should get fired when a user clicks on a button on two different domains and a subdomain, you will need to create three custom bots. Drift has made it very easy with a simple solution - https://gethelp.drift.com/hc/en-us/articles/360019349274-How-to-Launch-a-Bot-with-a-DriftLink - They don't store many of the important user data (e.g., entrance page of the lead). You will need your tech team's help to set up many custom variables. Review Source SG Shawn G. Manager, Digital Customer Experience Hospital & Health Care Used the software for: 1-2 years ### "Not great for scale" June 12, 2023 4.0 Intercom works for small scale if you need something in a pinch. Once you start growing, the functionality and the price becomes too much. It worked well for what it was but we had to move away. Pros This is a very easy software to deploy, it's as easy as building the messenger and copy and paste the code into Production. The interface is very easy to maneuver with building the Bots including a flow or a tile sequence, the reporting is ok. Cons The reporting could be better, it's hard to translate some of the metrics in Intercom with industry standards. (First response time = Avg Wait, Response Time = Avg Hold, Time to Close = Handle Time). Once you start working with multiple Teams, the reporting gets to be too much. The push of Ai and Resolution Bot isn't great, both of them are still in their infancy and you gotta go custom if you're going to build a Bot. Integrations with other systems - forget about it Review Source RF Rodrigo F. Senior Customer Success Partner Computer Software Used the software for: 2+ years ### "Excellent for emails management " May 8, 2024 5.0 My overall experience is very positive with Intercom and for sure I will keep using it Pros I love that I can track all my customers emails from one place and I love that I can see if my customer has seen my email and I can take the correct action after that. Cons customers informed me that emails go to spam. Not sure if thats related because comes form Intercom. Review Source Response from Fin May 10, 2024 Thanks for sharing! We're happy to hear Intercom's working well for managing your inquiries. We'll check into that spam issue to keep things smooth. Your support means a lot to us! DP David P. Expert Community Lead Computer Software Used the software for: 2+ years ### "Intercom is The Best chat/support tool available" November 22, 2019 5.0 The business problems we are solving using Intercom are managing incoming requests and sending in-app messages and emails. And Intercom does this with flying colors. Regardless if a user messages us live on our site, via email, or even Facebook, our support team is easily able to reply and help. It also integrates perfectly with our app to provide full visibility of a user easily accessing their profile to gain deeper insights to assist the user even more effectively. There's a reason Intercom is growing so quickly; because it's a great product and is built with quality. Pros What I like most about Intercom is how easy it is to jump in and begin assisting users with their questions and requests. It's been an invaluable tool for communicating with our users (both clients and developers) on Codeable and we've been relying on it 365 days a year for 5+ years straight. There are so many new features they keep releasing which are often things we didn't realize we need until we tried them and discovered we can't live with them. Cons For the size of our support team and number of messages we send, Intercom is one of the more expensive SaaS products we use. There are other services that may manage a support center better, but those don't provide the same quality of live chat, self-serving help center, or messenger bots that Intercom provides. While cost is a consideration for all companies, we feel Intercom is still the best value for the money and are happy paying the price for all the value it brings us. Review Source Response from Fin November 28, 2019 A big thank you from the team here at Intercom for your kind words David! VR Verified Reviewer Freelancer Computer Software Used the software for: 6-12 months ### "Good application to reach customers" July 1, 2021 5.0 Intercom plays a very important role by making it easier to reach out to our customers as it is integrated into our products and works amazingly on both ends. The reports that it generates will be really useful. It is one of the best tools available for customer success. Pros The first thing I love about intercom is it’s easy to set up and use. We can integrate all of the systems we use that can automate a lot of our support needs and can provide our customers with quick access to our internal support. Cons It’s a great tool and you can figure it out easily but for some cases we require help and have to wait for support and it’s really difficult to get a customer support or technical support. Average response time for any request will be in days instead of hours which will be annoying. Review Source Response from Fin July 21, 2021 Thanks for taking the time to leave us a review. I'm happy to hear that you've found Intercom to be easy to set up and good for integrations. I'm sorry to hear our support hasn't lived up to your expectations. There were a few weeks when our response times were not where we'd like them to be but we've made a lot of changes to bring us back on track. We aim for a few hours to 2 business days to be the maximum wait time for a conversation first response, depending on your subscription and the nature of the query (i.e. topic and urgency). I hope the next time you need our support team you'll see the improvement. Thanks, Eabha (Customer Engagement) SO Susie O. founder Apparel & Fashion Used the software for: Less than 6 months ### "Intercom \[sensitive content hidden\] supports a convicted felon with over $300k" June 8, 2024 2.0 Was an ok experience but now cancelling due to their support of a convicted felon. Pros Some of the day to day people are good and committed to helping customers but the overall company attitude isn't so. Cons The \[sensitive content hidden\] and executive leadership are creating a hostile culture with their support of trump Review Source Blake P. Co-Founder & COO Computer Software Used the software for: 2+ years ### "Very helpful support and customer onboarding tool" February 21, 2020 5.0 Overall they have been awesome on support and the tool is incredibly helpful. I will continue to use them for years to come. Pros I love how we could integrate chat directly into our application for our customers. The help center is very nice for our customers and the reports really help us understand how our team is doing. Cons Some of the functionality is a little difficult to setup especially around the tracking of specific features utilized on our platform. I also can get a little frustrated with the routing of messages, it can override the rules you put in place. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) price and ease of use Review Source Response from Fin February 28, 2020 Hi Blake, Thanks for sharing your Intercom experience, I'm so happy to hear you'll be with us for years to come! I'll be passing your feedback about tracking and message routing on to our product team. If you'd like to add any further detail or context do get in touch via the Messenger :) Thanks again, Kate (Intercom - Customer Engagement) PC Peter C. Dir. User Experience Health, Wellness and Fitness Used the software for: 1-2 years ### "Complete Package" December 13, 2019 4.0 We had the opportunity to start fresh with a new ticket system/knowledge base so were shopping around. We came across Intercom and never looked back. While it has those things it is so much more being a central place to manage all our client related communications. It is by far the application I use most day-to-day. Pros Using Intercom has been an amazing experience. It is well thought out, full featured and continues to improve all the time. It has become an essential tool to communicate with our leads/clients. What is great is we can reach them (and they reach us) wherever they are: our website, in our web app, our mobile apps, email, etc. Cons While it starts off cheap depending on the features you choose to use and your volume it can start to get expensive quick. I'm not saying the product still doesn't provide value (it absolutely does) just if I had to pick what I liked least I would say cost. Reason for choosing Intercom We didn't know it until we saw it but we could get so much more with Intercom than just a ticket system. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Features and just the overall shift in how we could use the tool to communicate with out clients. Review Source Response from Fin December 18, 2019 Hi Peter, We really appreciate you leaving us a review and are so happy to hear Intercom is an essential part of your customer communication. Thanks also for your feedback on pricing. We work really hard to align our pricing to the value you are seeing. Please get in touch if you would like to discuss your subscription options with us. Kate (Intercom - Customer Engagement) Michael G. Content Editor Internet Used the software for: 2+ years ### "Extremely useful software" June 21, 2021 5.0 Pros Easy to manage contacts and customers, create events and automations, etc. Also has strong integrations with a lot of other tools we use. It's great for being able to manage users of our SaaS, and contact them via email or a message within our app. Great for creating automated support, too—this saves our support team a lot of time and means they don't waste time dealing with repetitive and simple queries. Cons It gets pretty pricey if you have a lot of active contacts, so would definitely recommend utilizing a different software for managing marketing emails and leads, etc. Review Source Response from Fin June 30, 2021 Thanks for taking the time to review and recommend Intercom Michael! It's great to hear our tools and integrations have been so helpful at saving your team time. We always aim to align the costs you pay with the value you see so I'll flag your pricing feedback with the appropriate team here. Thanks again, Kate (Intercom - Customer Engagement) JA Julia A. Account Executive Computer Software Used the software for: 2+ years ### "Makes it easier to help customers" December 2, 2021 5.0 Really enjoy the platform and how easy it is to use. Would love if the platform had a bit more flexibiility/customization Pros Intercom is easy to start using to start helping customers and to provide an amazing experience, as well as track basic and initially important information. Great for startups! Cons I haven't used the reporting as much as I would like, but I've heard feedback it's not the most robust in terms of identifying and CX issues. Could use more customization. Review Source Response from Fin December 15, 2021 Hi Julia, We appreciate you taking the time to leave Intercom a review. It's great to hear you describe Intercom as providing an amazing experience - that's exactly what we want to hear!! Thanks for your feedback and CX issues - these are 2 major focus areas for us so watch this space! Thanks, Eabha (Customer Engagement) MS Mohamed S. Social media manager Marketing and Advertising Used the software for: Less than 6 months ### " Intercom, une plateforme de communication tout-en-un pour votre entreprise" February 17, 2023 5.0 Dans l'ensemble, Intercom est une excellente option pour les entreprises qui recherchent une plateforme de communication tout-en-un pour gérer les conversations avec les clients. La plateforme est facile à utiliser et offre une large gamme de fonctionnalités pour personnaliser la communication avec les clients. Bien que le coût puisse être un peu élevé pour certaines entreprises, la valeur ajoutée offerte par Intercom en vaut souvent la peine. Globalement, je recommande Intercom aux entreprises cherchant à améliorer leur communication avec leurs clients. Pros \- Fonctionnalités étendues : Intercom offre une large gamme de fonctionnalités pour aider les entreprises à communiquer avec leurs clients de manière efficace, notamment la messagerie instantanée, le courrier électronique, les réseaux sociaux et les applications mobiles. Cela permet aux entreprises de communiquer avec les clients de manière transparente et cohérente, quel que soit le canal utilisé.- Facilité d'utilisation : La plateforme d'Intercom est facile à utiliser et intuitive. Les fonctionnalités sont facilement accessibles depuis un tableau de bord centralisé, ce qui permet aux utilisateurs de gérer toutes leurs conversations en un seul endroit. - Personnalisation : Intercom permet aux entreprises de personnaliser leur communication en fonction des besoins de leurs clients. Les utilisateurs peuvent créer des messages personnalisés, des réponses automatisées et des séquences de courrier électronique pour répondre aux besoins de chaque client. Cons Prix ​​: Intercom peut être désigné pour les petites entreprises ou les entreprises en phase de démarrage. 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.