# Page 8 | Intercom Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 8 - Is Intercom the right Customer Satisfaction 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 8 - Reviews of Intercom ## Showing most helpful reviews Showing 176-200 of 1131 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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 Intercom 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 Intercom 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 Intercom 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 SM Sam M. Founder Computer Software Used the software for: 1-2 years ### "No support, outrageous pricing and shady billing practices" March 14, 2023 1.0 We used to love it but their pricing is exorbitant and opaque. Once you are in a one year contract good luck getting hold of anyone to cancel it. They take over a day to reply and send you some minimal canned answer. There's nowhere in the interface where you can cancel or modify for the next billing period. and the whole thing is set to auto renew by default. Used to like them, now hate them in the extreme. Pros The actual product works well. We'd have stayed using it for a long time if not for the changes in their billing and support. Cons The support is now the minimum it could possibly be, even if you are spending $1200 a month with them. Good luck getting hold of someone. If it were to sell us some new aspect they'd probably reply in a snap. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Seemed better at the time Review Source Response from Intercom March 24, 2023 Hi Sam, Thank you for taking the time to let us know about your experience and being so candid. It's definitely not the service we aim for and I will be sharing this feedback with the wider team. I'd love if you could give me a few more details so that I can take a deeper look at this. If you feel comfortable doing that please email me directly. And if you ever have trouble getting hold of someone in future let me know. Thanks, Kate (Intercom, Customer Advocacy) CLB Chhagan Lal B. Founder Education Management Used the software for: Less than 6 months ### "A Customer Engagement Chatbot/Live Chat Software" March 3, 2023 4.0 My overall experience with this software is an average. It helped me to engage with me customers in real time and also helped me to develop ny own chatbots to save my time and made customer engagement interactive. Pros It provides a fully featured Live Chat platform to make your customers to engage with you anytime. Its simple and easy to use interface make it different from other platforms. Anyone can create their own chatbots without having any technical skills. Cons Everything is fine but the most difficult thing is its price. It is too much costly than other softwares that new businesses wipp be unable to purchase it. If it redices its cost, it is the best Live Chat software. Review Source VR Verified Reviewer Customer Experience Manager Wireless Used the software for: 2+ years ### "My favourite support tool" March 15, 2021 4.0 Only good experience overall Great support team Price could be better Pros Easiest support tool to have. Makes your team very accessible, also makes the support process simple for the end users Good integrations and useful statistics provided Cons Pricing - it is not very cheap. Pricing also often changes Help center tool - it could really use some help and updates Also, a lot of Add block tools catch Intercom as an ad and blocks it - thus creating inconvenience for end users having to choose between Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Ease of use, ease of implementation, better end user experience Review Source Response from Intercom March 18, 2021 Thanks for letting us know that Intercom is you favorite support tool and we're helping you deliver such a good user experience. I appreciate your feedback on our pricing, Articles feature and ad block issues. I'll make sure these get back to the right people here. Thanks again, Kate (Intercom - Customer Engagement) VR Verified Reviewer CEO Internet Used the software for: 2+ years ### "Extremely expensive and they make it extremely hard to move away" September 23, 2020 2.0 Poor startup support Pros All in one system, with email, lite CRM and small analytics. Cons Everything about intercom is built to keep you in the ecosystem. And the more you integrate the harder it is to move away. But they actively make it hard to move away. For example, by not allowing you to export your help articles and by creating random URL conventions to make it hard to redirect your help articles once you have built them elsewhere. Alternatives considered [Crisp](https://www.capterra.com/p/151292/Crisp/) Reason for choosing Intercom Cheaper Review Source Response from Intercom September 30, 2020 Thanks for leaving us this review and for giving us your candid feedback. We always aim to earn our customers' business and trust through our product quality and the value it drives, we certainly don't want to make it difficult to move away if we're not the right fit. I'll make sure to pass this feedback on to the team here. Please do get in touch via the messenger if you would like to discuss this further. Thanks, Kate (Intercom - Customer Engagement) VR Verified Reviewer Director Media Production Used the software for: 1-2 years ### "A great communication platform" November 14, 2023 4.0 It has elevated our customer communication strategy to new heights. The platform's versatility, combined with its powerful features, has made it an indispensable tool for our team. The positive impact on customer satisfaction and engagement has justified the investment. Pros The live chat functionality is remarkably user-friendly, enabling us to interact with our customers instantly and respond promptly to their inquiries. The automated messaging system has revolutionized how we engage with customers, greatly enhancing our ability to retain them. Its seamless integration with our CRM and various tools positions it as a central hub for all our customer communication needs. Cons The cost for small businesses can be relatively high. Certain advanced features may come with additional expenses, so selecting a plan that matches your requirements and budget is crucial. Moreover, new users may encounter a steep learning curve. Review Source Natalia S. Salesforce Developer Market Research Used the software for: 1-2 years ### "Connects with users in a more direct way" November 21, 2022 5.0 Allows you to have faster and more direct contact with customers or with people who visit your sites, its interface is understandable, accessible and represents a technological innovation at the level of new technologies Pros It is a good alternative for communication through messaging, it is a tool that connects with clients from business websites or could even say personal and maintain more direct contacts, helping from completing sales to responding to requests or claims to clients with technological efficiency and innovative Cons It is a good tool that, if used correctly, can even deal with customer complaints or requests without major complexities. It is the type of tool that is very complete for medium and large organizations and brings great benefits. Review Source VR Verified Reviewer Customer Success Manager Marketing and Advertising Used the software for: 2+ years ### "Friendly and adaptable chatbot" March 3, 2022 4.0 It really helps get in touch with our website users. Pros Intercom makes it easy for us as a chat bot on our website. It enables our customers and users in general to talk to use live AND to have access to the Q&A as well. We can easily create articles to share not only on intercom but elsewhere as well. As a conversation management, we can search, open, start, close, tag conversations. Cons Can be overwhelming of information for a first time user. It really takes time to learn and master the whole tool. Can be achieved only over months and months using it and spending a lot of time using and exploring it. Review Source VR Verified Reviewer Founder & CTO Events Services Used the software for: 2+ years ### "An Excellent Support Platform" April 7, 2020 4.0 Great product, excellent customer support. Not many Pros Enjoy the integration with Help Articles, the ability to send targeted campaigns based on app engagement. Love that they offer special pricing for Startups. Lots of room to grow into the Intercom platform. Cons Their pricing model does not fit all business models well and can be difficult to understand. It can get costly quickly depending on how many products you choose and your business model. Reason for choosing Intercom Excellent ability to integrate Intercom into our own platform through their JavaScript API to trigger engagement and tracking events. This lets us customize our onboarding experience. Review Source Response from Intercom April 21, 2020 Thank you for taking the time to review Intercom. I'm so happy to hear you found our Early Stage Program so helpful :) We always try to align our pricing with the value customers are seeing from our product so I've made sure to pass your feedback on to our team here. Thanks again, Kate (Intercom - Customer Engagement) GS Govindraj S. Support Center Manager Consumer Services Used the software for: I used a free trial ### "Intercom not Suitable for Company who provides Customer Support with a Process driven approach " March 14, 2023 2.0 It is good for Build in messaging for customer but not a great customer support tool. Pros They have good Build in app message tool good for marketing.They also have good bot feature Cons They lack lots of customer support ticketing features allowing us to tailor the software to our support-specific needs. This includes customization of the user interface, workflows, triggers, and automation rules, which has significantly improved the efficiency and effectiveness of customer support operations. In this Intercom lacks a lot. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Intercom We tested Intercom just to check if it is sutiable to run support marketing and sales. We found that it is not suitable for support Review Source Response from Intercom March 18, 2023 Thanks for taking the time to leave us this review Govindraj. I'm sorry to hear that intercom did not meet your needs as we very much build for the online customer service industry! We're constantly improving our ticketing and automation capabilities and even last week announced Fin, our new ChatGPT-4 powered AI Bot for support. Please reach out to us (or me personally) if you reconsider Intercom in the future. Thanks again, Kate (Intercom, Customer Advocacy) Brandon G. Technical Support Specialist Internet Used the software for: 2+ years ### "Intercom is a powerful Customer Support Tool" March 30, 2021 5.0 Overall I would recommend intercom for clients looking for automation chat bots and customer support software. They have plenty of resources and their new product tour feature adds additional functionality to their suite of software. Pros The knowledge center and live chat features were the most used features at our software company. These features were used regularly and automations within intercom helped serve clients efficiently. Cons Lacks in reporting and knowledge base customization compared to ZenDesk. Innovation in new features can be slow at times. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Intercom Intercom was easy to implement and integrated into Zoho directly by previous developers so was a hard sell to switch out. Review Source Response from Intercom April 16, 2021 Thanks for leaving us this review Brandon, and for letting us know how powerful you've found Intercom as a support tool. Thanks again, Kate (Intercom - Customer Engagement) AK Anirudh K. Product Manager Information Technology and Services Used the software for: 6-12 months ### "Decent support channel tool " November 9, 2022 4.0 Has been a decent experience with the tool getting the job done. Pros Like the way the conversations has taken life, very futuristic. Surely a great easy tool to get the job done. Efficient and easy to use. Cons When compared to a tool like Zendesk, have felt sometimes that the tool lacks some depth in features but that has not hampered my user experience as there are workarounds that I can do. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Review Source Carine Sylvie T. Remote administrative assistant Consumer Services Used the software for: 6-12 months ### "Easy way ro communicate with your customer" October 30, 2023 5.0 Pros Easy way ro communicate with your customer with a variety of communication tools. Keep a database of all your customers and their conversation history. Cons Having used other software in the same category, I find it a little more difficult to communicate with multiple customers simultaneously by switching from one conveersation to another, but this in no way detracts from the quality of the platform. Review Source KH Kate H. CEO Marketing and Advertising Used the software for: 2+ years ### "One of the main features of the product doesn't work and they don't give a sh\*t" February 18, 2021 3.0 Bloated features Not easy to use Terrible customer support Don't fix issues and don't seem to even care. Would NEVER recommend. Pros We use Intercom to generate leads for our business by engaging with website visitors through live chat. Cons The ability to ask visitors key information such as name and email address disappeared overnight and Intercom never told their customers this feature had stopped working. We had to discover it for ourselves, only to be told that they knew there was an issue and it was not a priority to fix. Basically, it was tough luck! This is after they took ages to get back to our support ticket. Customer service is terrible and they just don't give two hoots about their customers. Constantly introducing new features but not actually fixing the main feature that someone would need! We're looking for an alternative to Intercom and as soon as we find it we will be leaving Review Source Response from Intercom March 1, 2021 Hi Kate, thanks you for leaving us this candid review. I've looked into your conversation history with the team and can see the bug you experienced is still under investigation as it only seems to be affecting a small number of accounts. I know that's not helpful when you are one of the accounts affected though and understand your frustration. (Update: This bug has now been fixed by our team.) I can see you have since cancelled your subscription so I want to thank you for being an Intercom customer and wish you and your company lots of success in the future. Kate (Intercom - Customer Engagement) TD Tasha D. Director of Customer Success Hospital & Health Care Used the software for: 1-2 years ### "Awful product with terrible support" October 25, 2019 1.0 Support was terrible. They often provided 'create something custom through our API' as the solution to most of the inadequacies of the product. They also rarely listen or read the problem correctly and I would spend a bunch of time trying to implement the solution they provided only to find out it didn't meet any of the criteria I provided. You know its bad when a support tool lacks good support! Pros Admin interface is visually appealing. Widget is not. Cons Lacks basic/rudimentary functionality. Simple things like auto triggering a message at the company level when specific criteria is met is not possible. Tagging system is not easy to use and lacks basic features. Can't customize inboxes as needed. I felt like you product blog was so delightful that your product would be the same but it felt like you weren't living your word. Nothing was easy on this product. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Intercom Your product blog made it seem like you had solid product principles and thus a solid product. I found that not to be true once I started using it. Switched from [UserVoice](https://www.capterra.com/p/135908/UserVoice/) My CEO didn't like how outdated some of their UI was. However, functionality wise it was far superior to intercom and I regret switching. Review Source TS Tyler S. Technical Account Manager Computer Software Used the software for: 2+ years ### "Excellent option for live chat!" August 24, 2021 5.0 Intercom was great to use for day to day work. I wouldn't hesitate to recommend it to someone looking for chat software. Pros The interface of this software is extremely clean and easy to use. It's very easy to keep track of all of the different chats you're currently handling and to see who is waiting in the queue. Cons Honestly there isn't much that I didn't like. The reporting wasn't quite as robust as it could have been, but that was my only qualm. Review Source Response from Intercom September 1, 2021 Thanks for taking the time to leave Intercom a review, Tyler! I love the interface too so always like hearing customers feel the same. It's great to hear that Intercom is allowing you track your customers better and know who is a priority in your queue in terms of SLAs. Thanks for your feedback around reporting, we are always looking for ways to improve and reporting is something that we are constantly evolving. We have some exciting stuff coming down the line which I hope you will be pleased about! Thanks, Eabha (Customer Engagement) VR Verified Reviewer Director Computer Software Used the software for: 2+ years ### "Not impressed at all" January 23, 2020 3.0 Intercom used to be great. We've been using it for years. But unfortunately as time goes on it feels like the product stays the same and the price just goes up. Recently I trialled a bunch of alternatives and I saw just how far Intercom is behind on the automation side of things. It isn't all bad though. They do have a couple of features that have continued to work well for us and that's the Inbox. That part is great Pros The inbox is easy to navigate and works well Quick links and customer sidebar provides easy access to info Cons Complexity of pricing Features are not keeping up with the market Poor automation Review Source Response from Intercom January 24, 2020 Thank you for taking the time to leave us this review and it's great to hear that you have found the Inbox product works well for your business. Thank you also for the candid feedback on our automation and pricing. I know our team would be really interested to hear more about your experience so, if you haven't already, please do write in to us via the Messenger. That way you can share more detail about the specific features you would like to see in the product and can chat to us about your pricing questions. Kate (Intercom - Customer Engagement) VR Verified Reviewer Managing Director Internet Used the software for: 1-2 years ### "Supercharge & Automate Your Customer Interactions" June 12, 2021 5.0 I love it. Did I add that Intercom has a program that gives early-stage startups a 95% discount in subscription fees for the advanced Intercom features. That is what we got at our startup! Pros I love the fact that I can use Intercom to manage every interface with leads and my customers. From collecting their data, to monitoring sessions and getting some insights on actions with event-triggered email marketing. I also love the easy integration with Slack and the multiple integrations I can implement with other software like Calendly, Google Calendar etc. It's one robust software! Cons It could feel like a handful when setting up and you are going to need an engineer to help with some stuff. Other than that, Intercom is bliss for managing, nurturing and supercharging your customer interactions. Switched from [HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/)[Google Sheets](https://www.capterra.com/p/169718/Google-Sheets/) These options were not easy to use in any way and we figured Intercom gave us superior services. Review Source Response from Intercom June 30, 2021 Thanks so much for leaving us this review and letting us know all of the ways Intercom is helping your business :) Kate (Intercom - Customer Engagement) OS Olivia S. Director of Business Development Financial Services Used the software for: 6-12 months ### "Terrible customer service and onboarding" May 12, 2021 5.0 Onboarding was absolutely horrific. We even complained during onboarding about our rep. Basically our onboarding meeting comprised of --> Please log in and share your screen with us...now, what questions do you have for us? Excuse me? This is your product, what do you mean what questions we have? Everything, including how to set up and use your products. But the answers we got was basically the same, to look up the help center and let them know if any questions. It was terrible. The sales process was more informative than the actual onboarding. Awful response time from customer service. Can only chat, no calls. You're basically on your own once you pay them. Pros The product once you get past the setting up and figure out everything on your own, is great and meets our needs. It's easy to chat with leads and customer and easy to install on any websites. Cons Onboarding was a nightmare. Their help center is not all that helpful. You can only chat with customer service via the chatbot. It takes them 8 hours to over a day to respond back, if you're lucky (which is quite ironic for selling a chatbot product but they have zero urgency on their own). Everything costs extra, every feature is priced separately. Reason for choosing Intercom Because they sold us on a pretty user interface and intuitive product. While it seems intuitive for just setting up the chat bot and doing the chat daily, setting the integration and security etc are not intuitive at all. Review Source Response from Intercom May 19, 2021 Hi Olivia, thank you for leaving us such a thorough and frank review. I'm glad that you found the tools meet your business needs but am sorry to hear our onboarding and support did not meet your expectations. I will personally be taking this feedback to the teams involved to help inform future improvements we can make here. Thank you for sharing this with us. Kate (Intercom - Customer Engagement) LD Laura D. CSM Farming Used the software for: 2+ years ### "Intercom : mon logiciel préféré" December 21, 2023 5.0 Très bonne, facile, pratique et même indispensable. Permet de gagner un temps fou. Pros Ce qui est vraiment top avec Intercom c'est vraiment le panel de feature et la personnalisation. Grâce à Intercom aujourd'hui nous pouvons proposer une super FAQ à nos clients, gérer le NPS mais aussi le chat et j'en passe. Cet outil permet de gagner unt emps fou et de gérer ses communications. Il est très facile d'utilisation. Cons Le manque de personnalisation des stats parfois ! Review Source Jennie Z. Marketing Manager Internet Used the software for: 6-12 months ### "A Great Lead Capture" October 15, 2019 5.0 Makes customer communication and customer acquisition easier. I wish the chat flows were more advanced and customizable. There was definitely a learning curve with the chat flows. Also, I don't believe I can export contact information with my leads. Pros \-Capturing emails and names -Integrating to Hubspot and other software for easy lead closure -Creating chat flows allows us to communicate to customers faster and saves us time Cons \-Would like to combine actions on Intercom -Hubspot Integration is not perfect; would like to have specific field matching -Chat flow capabilities are limited Alternatives considered [HubSpot Marketing Hub](https://www.capterra.com/p/171840/HubSpot-Marketing/)[LiveChat](https://www.capterra.com/p/62194/LiveChat/) Reason for choosing Intercom Intercom was recommended to us from other entrepreneurs. Switched from [LiveChat](https://www.capterra.com/p/62194/LiveChat/) We were on a free plan with LiveChat for a year because we were part of an Incubator. When the year ended, we wanted to consider other options. Intercom gave us a startup plan, so it ended up being cheaper than LiveChat. Review Source MIS Mohammad Iqbal S. Assistant Manager - International Sales Information Technology and Services Used the software for: 2+ years ### "Keep your Customer Satisfied with your Service Response " May 10, 2023 5.0 We use it for instant support for our SaaS product and ensure that customer concerns are clarified instantly. And we use it for lead generation from our website as well. Overall it is really useful and valuable tool for both Customer Support and Response. Pros Great multi-channel messaging platform with advanced segmentation. Helps to connect customers with our team immediately to resolve their concerns immediately. Cons The initial setup was a bit complicated and customization has some limitations. Has some issues when dealing with multiple products. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.