# Page 10 | Intercom Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 10 - Is Intercom the right Customer Service solution for you? Explore 1131 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/134347/Intercom/reviews --- Intercom 4.5 (1131) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 2nd, 2026 # Page 10 - Reviews of Intercom ## Showing most helpful reviews Showing 226-250 of 1131 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Basiirat A. Customer Support Analyst Entertainment Used the software for: 1-2 years ### "Intercom should aim for perfection." August 20, 2018 4.0 Intercom makes it easier to develope a relationship with our users,while also able to get feedback from them in real time and address their complaints and queries as fast as possible.Thus we have been able to engage more with our customers thereby improving their loyalty and keeping them hooked to our products and services. Pros I love that Intercom offers my organization more possibilities beyond acting as a medium to offer support to customers(helpdesk), it also serves as a marketing tool.It is accessible both as a web and mobile based app and offers a good experience to web visitors on every smart device. With Intercom, we have been able to segment our users ,which makes it easy to focus on users who are more likely to make a purchase from us. Also Intercom has a large integration capability with multiple softwares. Cons Intercom just doesn't offer the full deal either as a livechat solution or a marketing tool.Therefore we still have a primary marketing tool despite the marketing features present on Intercom. Review Source Abiola A. Consumer Relations Analyst Consumer Goods Used the software for: 2+ years ### "Addresses more than Live chat issues." July 5, 2018 3.0 Pros Intercom is very user friendly .and provides our helpdesk department with prompt timely support whenever it has been needed.It integrates well with Slack ,allowing us receive Intercom messages via the Slack interface. Intercom provides us with more than just Live chat features , thus I see it as a marketing necessity for the modern day organization.Intercom provides helpdesk teams with bots and messenger apps to gather and analyze sales leads. Cons As much as I have talked about Intercom addressing more than Live chat needs, I will also say "trying to do too much " is the major bane of Intercom. It does address a little bit of problems in helpdesk solutions , email marketing and customer relationship management ; therefore making Intercom a jack of every trade ,but master of none. Review Source VR Verified Reviewer SDR Consumer Services Used the software for: 6-12 months ### "Best live chat software to use on your website " April 22, 2022 5.0 Very good experience so far. 4 years and still learning/thriving using it. Pros We have been using Intercom on our website for more than 4 years now. And we don't plan on changing. It's a great software, allowing you to be present for your website's visitor during their journey. You can customize messages per pages they will go through. You can activate CTa for them to leave you their contact details if they want direct contact or if they are interested by your services/products. Intercom itself as a tool is very easy to use, and the UX/UI is great. They always have webinars etc for you to improve your use of it. Cons It can be very overwhelming if you have a big company. It's amazing when you have one person dedicated to it. Review Source VR Verified Reviewer Co-Founder Internet Used the software for: 2+ years ### "Easy to use and powerful system to manage support relationships" February 13, 2023 5.0 Pros We use it since the start. It's not the cheapest, but it's the best. The combination of chat and knowledge based is great, and if you get automated with "outbound" there's no way back. Cons The company uses their own chatbots a bit too much & the knowledge of the support rep varies. Review Source JN James N. Company Director Computer Software Used the software for: 1-2 years ### "Revolutionize Your Customer Communication with Intercom" February 15, 2023 5.0 Overall, my experience with Intercom has been positive, and I would recommend it to businesses looking to improve their customer communications. While there are some limitations and a learning curve, the benefits of the platform have been significant in helping me provide better support to my customers. Pros Intercom has helped me improve communication with my customers through its easy-to-use platform. The messaging features have allowed me to easily respond to inquiries and provide support, and the chatbots have helped me automate some of my customer service tasks. One of the biggest advantages of Intercom is the ability to personalize messaging and support. I can easily see previous customer interactions, which helps me provide more targeted and effective support. Additionally, the automation features have helped me save time and improve efficiency. Cons While Intercom has many benefits, there have been some limitations. The platform can be overwhelming at first, and it can take some time to fully understand how to use all of the features. Additionally, the pricing can be somewhat high for small businesses. Review Source SB Scott B. Customer Service Lead Apparel & Fashion Used the software for: 1-2 years ### "Intercom Is (mostly) Great!" April 25, 2019 4.0 We use Intercom daily to help diagnose and solve a multitude of customer issues. As an admin, I have the ability to monitor chats, provide internal notes within the chat in real time for trainees, and make sure everyone is offline at the end of the day. There are a few flaws and Intercom WILL send you far too many emails, but overall this is a great chat tool for any customer service business. Pros Using Intercom as our ECOM site's chat service has been very helpful! On the customer service team, we are immediately given the contact information needed to properly help a customer. Using Intercom alongside Zendesk has also been a huge improvement over our old chat/ticketing software as they work very well together. Our team also utilizes custom and team macro responses to give fast, accurate answers and assistance. Also, giphy integration! Cons The default setting on Intercom has keyboard shortcuts turned on. It seems like most of them immediately close the chat. This can be easily solved by turning them off, but it is not made obvious on how to do so. Once they're off, it's smooth sailing! We have two customer service teams, and we often have agents going back and forth between the two. We use Intercom for both. The other downside is that it is impossible to be available on one and away/reassign on the other. You can keep it open in two tabs, but that's more of a workaround than a solution. Review Source Meheza N. commercial agent Medical Devices Used the software for: 1-2 years ### "very intuitive software" February 20, 2023 3.0 Pros I tried a lot of other sales software before I found intercom. I chose to invest in intercom because it is really one of the only ones I found that went beyond the sales stage. intercom is both a marketing software and an intuitive CRM that supports both customers and employees. It allows me to create personalized marketing campaigns, track leads and manage messages. Feedback to customers is automated and personalized. If you're a small business owner, you need intercom. Cons for the moment I haven't found anything that bothers me, it happens to have some bugs but nothing serious Review Source KS Karan S. CEO Computer Software Used the software for: 2+ years ### "Going downhill" April 23, 2020 2.0 We were excited to use Intercom but over time their customer support, aggressive and intransparent pricing has made us increasingly dissatisfied with it. Pros The customer support features that it offers that allow us to communicate with our users directly in our app. Cons The pricing keeps changing and is not transparent. The software is slow in several parts of it. Many things that can be done in bulk need to be done one by one (e.g. changing a variable in a user/lead information). Lack of support: for a company that is within the customer support category Intercom's support is quite disappointing. Reason for choosing Intercom We started using Intercom ~2 and half years ago when there were not a lot of good alternatives. We now seriously considering switching from it. Review Source Response from Intercom April 29, 2020 Hi Karan, Thank you for taking the time to leave us this review and feedback. I'm very sorry to hear that you're losing the excitement you once felt for our products. We've updated our pricing to better align with the value our customers are seeing from our product and would like to work with you to figure out a way to minimize the impact of this change. Please get in touch with us directly via your Intercom messenger so someone can chat with you about your options. We really would hate to see you go! Kate (Intercom - Customer Engagement) Catrin W. Marketing Executive Computer Software Used the software for: 2+ years ### "Great for keeping everything centralised" November 9, 2018 4.0 It's been great, and the support team and quick to respond to any queries we have :-) Pros We love that all messages that come in from site visitors and users of our software come in to one central place with Intercom, ensuring we never miss a message. We can also report on our average response time per user, snooze tickets if it's something we need to come back to, but don't want in our queue, and assign messages to other people's queues if it relates to them. Cons I find the search functionality is a bit limited, and can sometimes find it difficult to search for specific conversations with users within companies. Review Source Response from Intercom December 5, 2018 So glad to hear Intercom has become your central place for all conversations with your website visitors and customers! Appreciate your feedback re: our search and will pass that along to our team. Arvid M. Customer Success Manager Information Technology and Services Used the software for: 1-2 years ### "Awesome tool for customer success" November 9, 2018 5.0 I love the easy of use and the real impact Intercom has made for our service and our customers satisfaction. Pros Intercom is essential for my work as a customer success manager. We integrate intercom in our app and on our web and it brings us so much closer to the end user and their needs. Intercom has helped us understand customer service quality and efficacy with metrics and connectivity. Cons My concern is that Intercom has shown to focus a lot more on leads and customer acquisition rather than customer service and success, I would like to see more features on customer retention since this is what we are using the service for to begin with. Review Source Response from Intercom December 5, 2018 So happy to hear that Intercom is adding so much value to your team, Arvid! While customer acquisition will continue to be a focus for us, you will see a lot more being shipped around support and retention as well in the coming months! We've grown our engineering team a ton in the past year to ensure we can ship across all of our products and use cases we serve. AB Angelica B. University Intern Pharmaceuticals Used the software for: I used a free trial ### "Streamline Your Business Communication with Intercom" June 4, 2023 5.0 I had the chance to use Intercom during my internship at the university's pharmaceutical product development and research department to improve our communication procedures. Our team was able to work together efficiently, communicate key changes, and promptly respond to questions from researchers, partners, and suppliers thanks to the platform. With Intercom's real-time chat, we could offer prompt assistance and guarantee effective project coordination. We were able to automate time-consuming chores, including sending updates or notifications, thanks to the automation tools. Our teamwork was effectively facilitated and our communication efforts were optimized thanks to Intercom. Pros A strong platform for consumer communication, Intercom has a lot of functions. Because of its real-time chat capabilities, businesses can interact with clients right away, offering speedy help and addressing problems. Through the platform's automation technologies, targeted outreach and customised messaging are made possible. The strong analytics capabilities of Intercom enable data-driven decision-making by offering priceless insights into customer behavior. Additionally, Intercom's connectivity with CRM and other external apps boosts productivity and enables a smooth user experience for customers. Intercom enables companies to provide great customer service and establish lasting bonds. Cons The pricing structure of Intercom is one potential flaw, as it can be unaffordable for startups or small organizations with tight budgets. The price has been criticized by some customers as being too exorbitant in comparison to other options. Furthermore, setting up and modifying some complex features could call for technical know-how or support, which could be difficult for individuals without a technological background. However, Intercom offers thorough support materials and documentation to assist customers in getting beyond these obstacles. Review Source VR Verified Reviewer Marketing Manager Mining & Metals Used the software for: 1-2 years ### "Good entry into chat and support" May 5, 2022 3.0 Intercom was great! Good was to start out and decide what your business needs, I just wouldn't keep it once a business scales. Pros Intercom is simple to use and set up, it is very user-friendly and uncomplicated. It provides and quick, easy and fairly affordable option to provide customer communication, service and sales communications. Cons When scaling a business and moving into the realm of a more powerful CRM it didn't make sense to use Intercom anymore. There is syncing and integrations available for most platforms but software like Hubspot has the same capabilities as Intercom, in some cases more, and you get a full sync with a contact record. Review Source Asaf G. Head Of Technical Support Human Resources Used the software for: 1-2 years ### "Worst software ever" September 22, 2020 2.0 DON'T BUY Pros Easy to use both for users and for agents Cons WORST CUSTOMER SUPPORT EVER!!! 7 days without a first response. They barely have any features, and if they do - they expect you to pay thousands of dollars to get them. Review Source Response from Intercom October 1, 2020 Thanks for letting us know about your experience Asaf. While we don't currently offer realtime support, and you may see some longer response times depending on your subscription as our team navigates the changes and challenges going on in the world, we'll never leave a customer hanging and sounds like we let you down here. I can see that you've been chatting with my colleague Aparna since you posted this and that there's a reporting function causing you frustration. We've made sure to surface your feedback to the product team responsible. With regards to our pricing, we always try to align the costs to the value and results you see. It's difficult to find something that suits every business model but we're always taking customer feedback like this on board and will continue to make changes in the area. Thanks, Kate (Intercom - Customer Engagement) VR Verified Reviewer Business Development Manager Information Technology and Services Used the software for: 2+ years ### "Best tool in the market for Online Chat support" January 9, 2019 5.0 Pros We have around 700 customers who use our product on regular basis ,earlier they use to send us email and then we would respond to them which was time consuming . Later on we moved to intercom and now as and when we receive any query from customer our customer success team response time has reduced to lest then 1 minute. We have also integrated intercom with zendesk so that if there is technical issue automatically ticket is created in zendesk for technical team . Last but not the least the automated email / message functionality and reports provided by intercom are just awesome , we can measure the performace of each chat support agents . Cons if chat has more then 300-400 lines then time taken to load on mobile app increases Review Source Pedro A. Marketing & Growth Ops Financial Services Used the software for: 1-2 years ### "One of the best support tools" October 12, 2023 5.0 Pros \- Live chat & Chatbot features to do both support and automations (And the use of AI);- Help / Q&A Forums with all the questions and answers our clients need- Integrations - It has a lot of them, and the most critical one is with Hubspot! Cons It can become a little pricy as you scale and I can see this being a bottleneck for new companies Review Source Max S. Director, Customer Success Computer Software Used the software for: 1-2 years ### "You may want to replace traditional ticketing system with Intercom if you're SaaS" March 12, 2019 5.0 Despite minor UX issues, overall Intercom is a great product with plethora of useful functions, that are also available starting from the beginning plan (Essentials) and improve as you upgrade your subscription. The new automation tools (Custom bots) are absolutely amazing for a heavily-loaded customer support teams. Pros \- Integration with website & SaaS product; - Great (simple & powerful) built-in knowledge base with automatic chat bot; - Insightful pre-built reports for Inbox and Articles product; - Synergy between chat, platform, inbox, articles and messages modules of the product - it allows enabling functions as you need those. Cons \- Unlike all other parts of the system, the UX of renewing the cancelled subscription is far from great: you'd need to purchase "new" subscription and go through the wizard once again instead of just hitting "Renew". - The Contact profile, especially section with Custom Fields, does not accommodate all the data. Review Source VR Verified Reviewer Customer Success Manager Computer Software Used the software for: 2+ years ### "Invaluable support and sales tool for growing companies" November 19, 2018 5.0 Handling inbound support requests, engaging with existing clients, upselling products to existing clients Pros \- Makes cross-team collaboration on issues very easy - Easily add and remove users; highly compatible with a fast growing company - Enough features for a startup or growing business to have a powerful support infrastructure without paying enterprise prices Cons \- Functionality starts to strain at a certain point; it is a chat tool that works really well and can send emails but if you have call center infrastructure then your systems won't integrate very seamlessly - Their bots aren't very smart, just launched so lots of room for improvement - Support is generally good but takes a little while to get answers depending on time of day etc. Review Source VR Verified Reviewer Support Ninja Used the software for: 2+ years ### "It's a pretty nifty Email Software that links with our LiveChat system!" October 5, 2017 4.0 Pros I like its functionality in terms of how you can assign tickets to each other and the NOTES part is a really useful function for communicating with your team about the email. Also, I love how our Livechat software is synced with Intercom so that the chats come in as tickets and are also saved so you can always look up correspondence for a difficult issue. And thanks for the new feature where you can now add additional emails to "cc." That one REALLY comes in handy for us! Cons More often than not I have to reload the page to see the most recent tickets in queue. Also, if I'm working on a laptop with a mouse track pad, there's a strange glitch where you swipe or tap wrong and your whole message is erased. Lame. Review Source TÜ Taha Ü. Civil Engineer Management Consulting Used the software for: 6-12 months ### "Una centrale elettrica per il coinvolgimento dei clienti con difetti minori" April 8, 2023 5.0 La mia esperienza complessiva con Intercom è stata positiva. Nonostante i suoi piccoli inconvenienti, credo che la piattaforma offra una soluzione potente per le aziende che desiderano migliorare il coinvolgimento dei clienti e le capacità di supporto. Pros Adoro assolutamente Intercom per la sua perfetta integrazione nel nostro sito Web e nell'app mobile. Fornisce un'interfaccia di chat di facile utilizzo che mi consente di connettermi con i clienti in tempo reale, il che è fantastico per aumentare la soddisfazione del cliente. Cons Trovo che il prezzo possa essere un po' alto, soprattutto per le piccole imprese. Review Source GD Grégoire D. Head of Growth Marketing and Advertising Used the software for: 2+ years ### "Great product, poor pricing and support" January 14, 2021 5.0 Intercom helped us provide better support and engage more visitors and clients. Pros Intercom is super easy to use and implement. It's packed with time-saving features. Cons Their support team is driving us crazy. It can take them up to 10 days to reply to a simple question. Their pricing is also super frustrating. We're paying more than 500€/month. For a company with less than 10 employees and 1,300 paying clients, this is a lot of money. Despite what we pay, we don't have access to their most recent features. Alternatives considered [Help Scout](https://www.capterra.com/p/136909/Help-Scout/)[Crisp](https://www.capterra.com/p/151292/Crisp/) Reason for choosing Intercom It included a knowledge base. Review Source Response from Intercom January 27, 2021 Hi Gregoire, thanks for leaving us this review. I'm happy to hear we're helping you better support and engage your customers. I've let your account rep know about your support experience as this is not what we expect. Kate (Intercom) Atish B. Software Developer Hospital & Health Care Used the software for: 6-12 months ### "Great product to use!!" November 11, 2018 5.0 We are using intercom for improving health care of our blue-collared service providers. We use it as a customer chat platform and regulating engagement over the customer app. And Intercom is one really great tool to be used! Pros The automation features reducing the effort of agents is definitely a +1 about this software. The use cases covered by this software when it comes to marketing campaigns and at the same time using it as a customer support chat are very broad and really fulfill the requirements and seems adequate with the amount being paid. This is definitely one of the great products I have come across. There are many other such software trying to replicate the same but Intercom is very far ahead in the race Cons The ability to customize the customer front (when used in the mobile sector) is very less which needs to be improved immediately since it affects the brand integrated with intercom. One such feature is when messages are automatically triggered based on certain rules and they all create different chat heads in the customer interface. Review Source Josh T. CPO Computer Software Used the software for: 1-2 years ### "Amazing Customer Support and Sales Tool" April 5, 2020 5.0 We absolutely love intercom and our business is married to it. Pros We absolutely love Intercom! Our entire business runs through intercom, from customer support to converting leads. We house all of our funnel related customer data in Intercom to provide an amazing customer experience. Cons There is not much bad to say. I would like for Intercom to improve the outbound communication campaign feature set to be more like email marketing automation tools. Alternatives considered [Drift](https://www.capterra.com/p/227417/Drift/) Review Source Response from Intercom April 21, 2020 Thanks you for your wonderful review Josh! I'm so happy to hear your business is seeing such success with Intercom. And if you keep an eye on the 'what's new' section in the Intercom app you might just see something that will interest you very soon ;) Kate (Intercom - Customer Engagement) KS Krish S. COO Information Technology and Services Used the software for: 1-2 years ### "Effective, Easy to you, and worth learning additional features" February 10, 2023 5.0 Overall it has been good. I took the time to learn about some of the features and it has benefited me and the team greatly. Pros I enjoy the interface and how you can create macros. It is easy to collaborate with the team. Cons It can feel a bit anti-intuitive at times. This is something that has stopped us previously from using the product. There is also the hidden/paywalled features that are priced excessively that you need to contact a sales team to get. Alternatives considered [HubSpot Service Hub](https://www.capterra.com/p/182476/HubSpot-Service-Hub/) Review Source JW Jenny W. Senior Marketing Manager Accounting Used the software for: 6-12 months ### "Great for Customer Engagement and Product Marketing" January 11, 2022 5.0 Intercom is a great, user friendly platform for customer support, lead generation, marketing automation, product marketing, and customer announcements. Pros Intercom is very easy to use and they have many great, auto-generated templates that you can use to get started on customer engagement and product outreach. They have sample email schedules and guides to use on when/how/who to reach out to at different points during the customer lifecycle. Cons Their data analytics can be difficult to pull out of the system and often do not encompass enough to really get good analytics from the platform. You will need an additional platform if you want to use it for data analytics. Alternatives considered [Pendo](https://www.capterra.com/p/151951/Pendo-Platform/) Reason for choosing Intercom Easier to use. Review Source VR Verified Reviewer Personalization Consultant Information Technology and Services Used the software for: 2+ years ### "Intercom, I miss you." September 30, 2020 5.0 With Intercom, you can provide your customers with great chat support. The way to reply and leave notes to colleagues, see activity, get notified (as the responder or customer) - everything is absolutely great. Keeping track of past conversations, closing a chat after responding, and having it automatically re-open when there's a follow-up message is perfect. Intercom works. Couple months ago (in order to have things under one roof) we switched to another platform that offers chat functionality but it is not their main focus and it has been a complete disappointment. Things don't work well, customization options are very limited, users and customers get frustrated often and messages get lost in the abyss. You can make feature requests but who know if they'll ever get to it... All of this has made me love and miss Intercom even more. Seriously, use Intercom and do not leave them. Pros Intercom just works. You as the user know what to expect, the visitors/customers you reply to via Intercom know what to expect, everyone is always happy and expectations are managed well. Cons I never had complaints about this product, it always worked and the customers we replied to over Intercom were always happy. Review Source Response from Intercom October 6, 2020 Thanks so much for taking the time to tell us about your Intercom experience. We miss you too! 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