# Page 9 | Intercom Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 9 - 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 9 - Reviews of Intercom ## Showing most helpful reviews Showing 201-225 of 1131 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use CS Chris S. Head of Customer Success Financial Services Used the software for: 1-2 years ### "Super Funktionen die es zu bezahlen gilt" November 26, 2023 5.0 Pros Live Chat, In App Integration, Help center, Automatisierungen Cons Preis und an manchen Stellen unintuitive Bedienbarkeit Alternatives considered [Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/) Reason for choosing Intercom Weil es im Gegensatz zur SSC super einfach zu bedienen ist. SSC ist für StartUps m.E nicht geeignet. Review Source Omar E. Services and consulting in the field of information technology Computer Software Used the software for: 6-12 months ### "Mostly excellent with a few apparent flaws" June 5, 2023 5.0 Pros Our support team used the chat system, and Intercom made it very simple to get started. We could build up introductory or absence messages for a specific period of time in the chats, which functioned like personalised messages. Robotics is fantastic. Cons The intercom system has been excellent, with just a few occasional minor snags or delays that are understood. Apart from that, it runs without a hitch, which is a testament to the development team's careful work. Their efforts have been crucial in ensuring that the intercom system runs well. Review Source Kieran H. Engagement Strategist Management Consulting Used the software for: 2+ years ### "An essential tool for customer support" June 30, 2020 5.0 We 100% depend on Intercom to support our users and get feedback from them that allows us to troubleshoot technical issues. We also use their help center product to provide detailed technical documentation for our own team. Pros Intercom is lightweight, easy to deploy, and intuitive for the end user. We use it every day to provide timely customer support to our users, as well as to communicate with our customers. Cons Intercom's Articles offering is a bit neglected and lacks basic features that other help center products have. It also lacks some features around managing end user privacy (e.g. not inferring user location) that are troublesome with regard to international privacy law. Review Source Response from Intercom July 7, 2020 Hi Kieran! Thanks for taking the time to leave us this review and letting us know how you depend on Intercom to support your users. I've made sure to pass your feedback about our Articles product on to our product team here - I know they're working on some exciting updates in this area :) Kate (Intercom - Customer Engagement) sB samuel B. Head of Sales & CS Information Technology and Services Used the software for: 2+ years ### "Great all in one" October 12, 2023 5.0 Pros Intercom has a wealth of features meaning its a one stop shop for businesses. Cons Unfortunately you can easily get locked in due to how many features sit under one roof. Making it easy for Intercom to up prices.There may be individual services superior to some intercom features. But none of them do an all in one package like intercom do Review Source MV Michael V. Manager Medical Practice Used the software for: 6-12 months ### "Good luck getting support" January 22, 2024 3.0 We were sold all the bells and whistles, but there was no onboarding help or assistance. They give you the manual and wish you luck. Pros Intercom chat works as it is supposed to. We are only using the chat function and have not tried any of the other bells and whistles. Cons Good luck getting live support. If you do get support, they will just forward you articles. Review Source Response from Intercom January 29, 2024 Hey Michael, Bobby Stapleton here from the human support team. Sorry to see this. Depending on your needs it can take work to get setup and going. But we want to help make that process as easy as we can. Send me an email and I'll look into this for further you! VR Verified Reviewer Digital Marketing Manager Information Technology and Services Used the software for: 1-2 years ### "A good, cost effective platform to interact with customers" July 24, 2019 5.0 We use Intercom in conjunction with Crisp Chat, and while Intercom is an 8 out of 10 (vs. Crisp's 5 out of 10 score), there are still some aspects left to be desired. Their knowledge base functionality is great, and the look and feel of it can be customized to best help customers. Chats can be displayed on our website in three main forms, which is helpful to be able to market/inform customers in fun new ways to keep them interested. It's a good, and useful software, but it's not as robust as Drift. All in all, a good product that we are "happy" with, but not 100% satisfied with since some business functions are impacted by certain limitations. Pros The ability to send email campaigns, set up notification/chat campaigns and live chat with customers. Cons The one MAJOR negative aspect to this product is that once someone qualifies for a campaign, even if the campaign is deactivated, the person will continue to get the contents of the campaign until it is finished, or the campaign is deleted. \*Note, if the campaign is deleted, all reporting and data tied to it will be deleted as well. Switched from [Drift](https://www.capterra.com/p/227417/Drift/) Drift at the time didn't have everything we needed, and it was too expensive for the number of site visitors we had. Intercom was comparable in functionality at the time, but was less expensive. Review Source VR Verified Reviewer Head of projects E-Learning Used the software for: 2+ years ### "Good value for money for a medium-sized company" November 12, 2018 4.0 I used it in a early stage startup and it was a game changer. Now that I am in a bigger company, I feel that it has several limits and their support features aren't very advanced. Pros \- Plug & play : Intercom is really easy to set-up - User friendly : Intercom is has a nice UI and is very intuitive. There's no need to spend hours in training each time we have a new recruit in our team. - Always moving forward : I used to use Intercom in my last company in 2016 and I started using it again in 2018 and I was very glad to see they have added several new features (Operator and the newest Answer bot) Cons \- Reports : their reports are very poor and some of their statistics are not very reliable (for instance the conversations participated in in the "summary" section for a team and in the "performance" section is not the same! For a data-driven company like ours, this is very frustrating. Review Source VR Verified Reviewer Head of Product Computer Software Used the software for: 2+ years ### "Cher, mais le meilleur de sa catégorie" October 18, 2023 5.0 Pros Simple d'utilisation, Intercom est simplement la référence.L'intégration avec Segment est seamless, et très facile à mettre en place Cons Utiliser les différents modules ensemble présente de nombreux avantages pour consolider les données clients, mais peut revenir très cher Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Intercom Contact client bien plus humain qu'avec des outils de ticketing tels que zendesk Review Source VR Verified Reviewer Professional Services Computer Software Used the software for: 1-2 years ### "Great tool for customer engagement and insight" October 6, 2020 5.0 Once I learned how to use the tool, I really came to appreciate the powerful insights and information available from Intercom. I like how easy it is to send targeted message to a small subset of customers or even an individual via chat or email. I am sure there is even more that I have not even begun to explore. I recommend Intercom for organizations that want to get a deeper insight into user engagement on their website/app. Pros Intercom is great for tracking user engagement, support, and marketing. I love that you can see what a user is doing on your site and send messages (email or chat) based on specific criteria. Realtime and asyncronous commications are easy to deploy and manage. Analytics provided detailed information on user engagement. Cons It can take some time to gain a working knowledge of Intercom. Setup can be complicated and require a developer if advanced or deep site integration is desired. Once you get over the learning curve, the tool is well worth the time invested in learning to use it to it's full capability. Review Source Response from Intercom October 19, 2020 Thanks for taking the time to leave us this review. I'm delighted to hear you've found Intercom so powerful! I work very closely with the team who develops our onboarding materials and our Intercom Academy courses so thank you for your feedback about the steep learning curve. One great way to unlock even more Intercom knowledge is by joining our customer community, Interconnected (https://forum.intercom.com) - take a look if you haven't already had a chance! Kate (Intercom - Customer Engagement) BR Beat R. Inhaber Internet Used the software for: 6-12 months ### "Advertising for Intercom in every E-Mail" July 17, 2020 5.0 We have been using the solution productively for some time now, then discontinued it for cost reasons. Now a plan was booked and cancelled in a new subscription structure again as a test. In the plans up to Pro, the customer also figures as an advertising slingshot, since an advertising line for intercom is always included in every e-mail. Since we did not want this at all (after all, the plan already costs 99 dollars / month) the test was finally cancelled. Intercom didn't want to offer a solution to this, except to offer updates to the next higher subscription (499 dollars / month) which is not affordable for a small company. Pros \+ Beautiful design, with many useful details. + Good iOS and Android app with slightly limited operation. + An easy to understand messenger for the customer. + Customisable messenger with colours, text and details. Cons \- High price and only monthly plans. - Platform only in English. - Minimal help center, but large but confusing Academy pages. - Tedious setup help, although the setup itself is not complex. - Support replies take up to two days, in English only. Alternatives considered [Okomo](https://www.capterra.com/p/198408/Okomo/)[Help Scout](https://www.capterra.com/p/136909/Help-Scout/) Reason for choosing Intercom In the plans up to Pro, the customer also figures as an advertising slingshot, since an advertising line for intercom is always included in every e-mail. Review Source Response from Intercom July 30, 2020 Thanks for taking the time to leave us this review Beat and letting us know about your intercom experience. I'm sorry to hear that we're not the right fit for you at this time, but thank you for sending us your feedback. Kate (Intercom - Customer Engagement) RS Rafaela S. Learning & Development Analyst Information Technology and Services Used the software for: 1-2 years ### "Intercom helps customer support teams manage their tickets" May 30, 2022 4.0 Intercom helped us control and manage all of our support tickets and also have better queue management, including SLA and different prioritization. Intercom has multiple ways of customer service such as sending emails to different types of users, in-app messages, chatbots, and knowledge base suggestions. It's a good platform considering its price x what it has to offer! Pros Intercom is really easy to use as a user but also as an admin. Easy to configure the queue and manage it, using different SLAs for each one! Cons It does lack a way to tag the tickets so we can have better metrics! Also, a way to improve chatbots and also better reports on SLA e user metrics. It also misses a way to categorize tickets (question, bug, information, etc) on the basic plan Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Intercom Price Review Source VR Verified Reviewer Founder E-Learning Used the software for: 2+ years ### "One software that follow the complete journey of a site visitor and interact with them" April 30, 2020 5.0 Have gathered fair amount of success with Intercom. If you are looking for a professional looking website chat, email marketing and self service solution you are at the right place. Pros \- Best live website chat software in the industry. - Great at following a visitor whether through chat, email or support desk. - Allows you to use bots when a agent is not available. - Great UI/UX. Cons They need to work on the pricing model. It can really begin to hurt startups or small companies when they are ready to scale up. Apart from that their documentation can be improved a bit. Review Source Response from Intercom May 6, 2020 Thanks so much for leaving us this review. It's always great to hear when customers are seeing success with our products! I'd love to hear more feedback on how we can improve our documentation so please do get in touch via the Messenger. The team can also help review your pricing options as we always aim to align costs with the value you're seeing. Kate (Intercom - Customer Engagement) KK Katie K. Customer Support Manager Education Management Used the software for: 6-12 months ### "Simple to Administer, but Lacking Support Functionality" June 9, 2020 3.0 Overall, Intercom over-complicates the routing and automation for Support tickets, and customization and reporting are limited. Intercom provides a CRM solution that is simple and easy to administer, but for the cost, you will likely find a better long-term solution elsewhere. Pros Intercom was fairly simple to administer. Most features can easily be toggled on/off with a simple button and no complicated logic strings are required to set up permissions, workflow automation or campaigns. Cons Our company used the Pro version of the software and, for the price, there were several basic Support features that were lacking. There is no ability to merge or split tickets for example, and the Reporting is not very robust. One example is "Median Time to First Response" - Average Tfir was only available on the top tier version. The "Inbox" system for sorting tickets can be cumbersome, and the ability to leverage bots was also limited by the subscription tier. Also, tagging tickets as recommended by Intercom makes the task challenging for a Support team - the hierarchical structures are overly complex and can be created by anyone (there is no ability to restrict tag creation in the user permissions) which can result in many duplicates and poor tracking of customer sentiment data. Review Source Response from Intercom June 17, 2020 Hi Katie, thanks for taking the time to leave this review. I'm glad you found our features easy to utilize. We're constantly evolving our support offerings so I've made sure to share your detailed feedback with our product team. We have some exciting releases in this space due later this summer which should help address some of your concerns :) Thanks, Kate (Intercom - Customer Support) KW Katarzyna W. Technical Support Specialist Computer Software Used the software for: 6-12 months ### "Intercome is up to something, but it's not there yet" May 24, 2022 5.0 In your everyday job, when you simply respond to incoming chats - Intercome is amazing. Once you want to do anything beyond that, it gets complicated, but not impossible. Also, their support is not really responsive, but you eventually get an answer from them. Pros The live chat! It's working perfectly, it's easy to set up, and easy to use by both the customer and the support agent - one of the best options on the market for me. Cons Everything besides the live chat - the knowledge base management has so little features and possibilities it hurt my soul everytime I needed to write an article :( Also, sending or receiving email is also quite a mess, it needs a little bit more work from Intercome. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Review Source Caleb B. Director of Marketing Marketing and Advertising Used the software for: Less than 6 months ### "Looks great on your website, but difficult to manage" November 15, 2018 4.0 Intercom has allowed us to strengthen communication with our prospects and clients in a user-friendly way for them. They can get quick answers to their questions and feel enabled with little effort. Pros I really love how you can customize the chat widget as it appears on your website. I also love the ability to create "teams" to assign certain types of inquiries or conversations to. This helps manage who gets notified of a conversation, so that people only see the conversations they need to be a part of. If you need to bring in another team member, you can tag them using common symbols like "@JohnDoe." Plus, you can keep a cheerful, personable tone by using emoticons and gifs inside of chats. The best feature of all is the ability to have a public-facing chat widget (on our public site), and a client-facing chat widget (for our clients to use when logged in). This allows us to track prospects or clients and all of their activity so that we can quickly help them with the page they're on, see past conversation histories, or jump into our CRM profile for them immediately. Cons Intercom has a very clunky internal site that makes it difficult to manage settings and respond to chats quickly. Even worse, there seems to be a 15-45 second delay from when a chat is submitted on your site to when it pops up in a browser notification or phone notification. That may seem a short amount of time, but feels like an eternity to someone looking for a quick answer to their question. It makes our response time appear delayed. Review Source MB Matthew B. Lead UX/UI Designer Computer Software Used the software for: 2+ years ### "A consolidated place for a lot of our support & customer success needs" May 21, 2021 5.0 Overall, Intercom has been very useful to our support team in consolidating systems and enabling us to respond to clients quickly and resolve their issues. Pros I particularly like Intercom's Inbox module. It supplies our support team with most of the tools they need to help our clients quickly, and share context with other team members. The chat experience is top notch both internally for our team and for our clients. Intercom's reporting is informative, specifically for tracking response times segmented by chat or email, or both. Intercom's Articles feature for help docs helps us consolidate tools even more and makes it really easy to forward relevant articles to our clients quickly, while maintaining a consistent brand feel. Cons Intercom's campaigns (now Series) feature can be tricky to set up. Specifically, the sending logic can be confusing and is prone to accidents in our experience (i.e. accidentally sending to the wrong audience). Messages inside of campaigns/series don't always seem to get sent out when they should. This means that some of our clients don't get messages at the right time (i.e. they get a welcome email 2 days after they sign up instead of immediately after signing up). For new team members, Intercom has proven to be a little difficult to learn fully. Review Source Response from Intercom May 26, 2021 Thanks for taking the time to review Intercom Matthew! It's great to hear that Intercom is helping you consolidate your support systems and speed up resolutions. I'll make sure to send you feedback regarding our Series product and onboarding/training experience to the relevant teams here as we really do value these insights. Thanks again, Kate (Intercom - Customer Engagement) VR Verified Reviewer Biz Dev Retail Used the software for: 1-2 years ### "Easy to use system and increases relationships with customers" March 6, 2022 5.0 Pros I like how easy it is to use and how customized you can make it! Cons Its a bit overwhelming at first since there are so many tools and different places to to enhance the system Review Source LM Lukas M. B2B SaaS consultant Management Consulting Used the software for: 1-2 years ### "Intercom is helping customers success, support, marketing and sales" March 10, 2023 5.0 It is a perfect solution for a B2B SaaS business. Pros We started using Intercom in 2018. The platform has changed over the years drastically. Many new features have been delivered that you can call Intercom a proper all-in-one solution. Cons The worst part is the buying process—many calls with sales guys who you have to tell the same story again. If you are a startup, try to go with a fast-to-implement and easy solution. Alternatives considered [LiveChat](https://www.capterra.com/p/62194/LiveChat/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Intercom We researched many different solutions. But Intercom was top notch Switched from [Smartsupp](https://www.capterra.com/p/136251/Smartsupp-live-chat/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) We needed a better platform to serve everything from one place. Review Source VR Verified Reviewer Project Manager Media Production Used the software for: 2+ years ### "A Patchwork Of Valuable Tools" October 3, 2018 4.0 Built out automations for email & on site communications. Engaged with customers and leads real time online. Pros Intercom’s initial purpose was to support on-site chat. They do this exceptionally well. They’ve branched from there into other things in the customer engagement and marketing automation worlds, and do most of what they offer very well. All their tools are also well designed and mostly intuitive which is a big plus for me. They’ve also recently launched support articles paired with an on-site chatbot that I haven’t used. But if it works as well as their marketing claims, could be really cool. Cons Being that most of their tools were things they initially added on to their core offering, sometimes feel like a patchwork. They would say that they’re good at marketing email automation and blasts, but they’re not REALLY built for that, at least compared to other tools they’re competing against. They have a pretty standard set of list segmenting tools, which unfortunately always leave me wishing they could do more. It also falls short as a CRM, but they probably wouldn’t claim to be that. Review Source Response from Intercom October 5, 2018 Really thoughtful review - thanks for sharing. Appreciate the feedback on email automation, segmentation and CRM. Brendon M. Account Executive II Computer Software Used the software for: 2+ years ### "Highly recommended if you are looking for a tool that you can integrate with other sales and support" June 7, 2022 5.0 Pros Highly recommended for systems and tools integration. If you use other platforms that need lead and sales generation, this might be the one you are looking for. Cons A little pricy compared to other solutions. Review Source GS GEORGIOS S. Customer Support Manager Marketing and Advertising Used the software for: 2+ years ### "Powerful tool with some limitations " January 28, 2024 5.0 Pros Intercom really in a very solid and rounded product you can have a really good set up with it when it comes to customer communication and support Cons A bit pricey and they way cost is calculated is a bit counter intuitive for start ups. Review Source VR Verified Reviewer CX Supervisor Food & Beverages Used the software for: 2+ years ### "Great intuitive software " April 28, 2020 5.0 Using this to answer incoming customer inquiries, resolution not, faq, and more Pros Easily merges email and live chat on one platform. Integrates loads of other software too. Also has built in reporting and lots of features that come standard Cons Cannot merge tickets like other platforms do. Some reporting could use deeper drill downs and insights Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Needed live chat Review Source Response from Intercom May 6, 2020 Thanks for taking the time to let us know about your Intercom experience. I'm glad we're helping you manage your multi-channel support. I've made sure to pass your feedback on ticketing and reporting on to the Product Team as I know we have a few plans in the workds that could address these. Thanks again, Kate (Intercom - Customer Engagement) DM Dale M. Head of Product Computer Software Used the software for: 2+ years ### "Overpriced for common features" September 14, 2023 3.0 Starting was great, but we realized that their target customers are large corporations who can afford the hefty fees. Pros The platform is dependable and fast to use. Cons Features are gated in a way that means you can't make a gradual increase as your customer base grows. Basic functionality is very expensive and we just can't justify the amount when there are other tools on the market with better functionality at over half the cost. Alternatives considered [Ortto](https://www.capterra.com/p/131879/Autopilot/) Review Source sD servane D. CSM Farming Used the software for: 1-2 years ### "Logiciel au top pour communiquer avec nos clients !" December 29, 2023 5.0 Pros \> pouvoir envoyer directement à nos clients via notre site notifications, posts, chat, surveys, products tours : pour aider à la formation, partager des information, des nouveautés, demander la satisfaction ou le NPS : c'est ce pour quoi nous nous en servons au quotidien > la FAQ, le fait de pouvoir écrire des articles pour notre centre d'aide et les ranger par collections c'est canon > le fait d'avoir un choix d'emojis conséquent (pour nous c'est plus parlant) > le design de l'app > les statistiques Cons \> pas mal de petites choses à savoir quand meme pour que tout soit bien paramétré au moment de faire une communication > tous les nouveaux modules sont toujours top et on pourrait avoir besoin de touuut, hélas tout nouveau module est payant, dommage pour nous Review Source 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 Talk to a Capterra advisor for free and get results within 15 minutes.