# Page 6 | Intercom Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 6 - 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 6 - Reviews of Intercom ## Showing most helpful reviews Showing 126-150 of 1131 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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 intercom 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 intercom 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 Intercom 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 Intercom 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 Intercom 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 intercom 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 intercom 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 Intercom 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 Intercom 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 Intercom 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 Intercom é uma solução incrível de comunicação interna e externa. Fácil de usar, escalável e altamente eficiente. Recomendo Cons Os preços do Intercom 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 Intercom 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 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 intercom. 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 Intercom 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 Intercom for over 2 years now and absolutely love it. The product has streamlined all our customer support needs. Pros Intercom 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 Intercom 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 Intercom 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 Intercom 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 Intercom 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 Intercom'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 Intercom 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 Intercom 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 Intercom 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 Intercom mobile app! Cons There are few things I would consider cons about Intercom. 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 Intercom had been around a bit longer, so offered features outside of just the support desk functionality. Review Source Response from Intercom 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. Intercom has helped us achieve this. Pros The most I like about Intercom 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 Intercom 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 Intercom 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 intercom 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 Intercom 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 Intercom'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 Intercom 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 Intercom 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 Intercom Premium features are very pricy Review Source Response from Intercom 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 Intercom 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, Intercom 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 Intercom, 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, Intercom 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 Intercom 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 Intercom in our previous company and have seen all it's benefits and knew how to use it Review Source Talk to a Capterra advisor for free and get results within 15 minutes.