--- title: "Intercom Reviews, Pros and Cons - 2026 Software Advice" description: "Reviews of Intercom. Learn how real users rate this software's ease-of-use, functionality, overall quality and customer support. Talk to our advisors to see if Intercom is a good fit for you!" source_url: "https://www.softwareadvice.com/crm/intercom-profile/reviews/" page_type: "reviews" language: "en" --- 1 million+ businesses helped. Get advice Get Free Advice [Home](https://www.softwareadvice.com/) / [Live Chat Software](https://www.softwareadvice.com/live-chat/) / [Intercom](https://www.softwareadvice.com/crm/intercom-profile/) / Intercom Reviews Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. [Overview](https://www.softwareadvice.com/crm/intercom-profile/) Reviews [Alternatives](https://www.softwareadvice.com/crm/intercom-profile/alternatives/) # Intercom User Reviews ## Reviews summary - Overall rating: 4.5/5 - Total reviews: 1,135 ### Secondary ratings - Ease of use: 4.4/5 - Customer support: 4.3/5 - Value for money: 4.0/5 - Functionality: 4.4/5 ### Rating distribution - 5 stars: 738 reviews (65%) - 4 stars: 287 reviews (25%) - 3 stars: 74 reviews (7%) - 2 stars: 16 reviews (1%) - 1 star: 20 reviews (2%) ### Most mentioned pros - We do have an excellent team of reps, but Intercom's Help Center and Fin AI take care of the most common customer interactions, so our reps have the bandwidth to engage with more complex customer issues. - The unified inbox is great for keeping track of customer conversations across different channels, like email and chat. - It also provides an additional benefit, in which we are able to directly message users in mass, or in selected groups to drive responses, test out new features, and easily market to our entire subscriber base. ### Most mentioned cons - The search functionality in the outbound section isn't very capable of finding messages that have been sent out. - It's not very marketing and sales-friendly, lacking a few features like proper attribution and pushing full location information, including city and state, to Salesforce CRM - Intercom is great for mid-sized and larger businesses, but its approach and pricing structure aren't as well suited to startups or small businesses that don't have a dedicated support or sales team. ## Intercom customer reviews Showing reviews 1-25 of 1,135 (page 1). ### Efficient and scalable ,But takes time to master - Overall rating: 4/5 - Reviewer: Bandhavi B. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 10000+ employees - Product usage: Used weekly for less than 12 months - Reviewed: April 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Functionality: 5/5 #### Pros Intercom now is how it brings together customer communication and automation in a really seamless way. It makes it easy to have personalized, real-time conversations with customers while still scaling support through tools like bots and workflows. #### Cons It might be overwhelming for new users due to lot of settings and features. Definetly workfloes and automations are a strength but takes time to figure out. --- ### Fin is a game changer, best product on the market. - Overall rating: 5/5 - Reviewer: Steve S. - Verified reviewer: Yes - Industry: Pharmaceuticals - Company size: 201-500 employees - Product usage: Used daily for less than 2 years - Reviewed: April 2025 - Review source details: This review was submitted organically. No incentive was offered Intercom is amazing. We're so happy we moved from Zendesk to Intercom. Fin is a game changer and they're a great company that is improving at pace. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Fin AI Agent is amazing. Its so easy to set up and provides amazing customer service. We switched to Intercom specifically for Fin and it has exceeded our expectations. The resolution and CSAT have been amazing. It's also amazing to see how quickly Fin is evolving. In the last year, we've seen Intercom develop and deploy so many useful features for Fin that have made it even better. I'm always excited to see what's next for Fin. #### Cons We've switched from Zendesk so there a couple of things that Intercom hasn't quite caught up to speed with Zendesk for like nested attributes, a couple metrics for calls. #### Reasons for switching to Intercom We were looking for plugins for Zendesk that utilised AI. We found some pretty good ones, but they were an additional charge to Zendesk. When we found Fin, we were able to trial it. Within 5 minutes Fin was providing high quality respondes and we knew we had to switch. --- ### Great for the enterprise - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Computer Software - Company size: 51-200 employees - Product usage: Used weekly for more than 2 years - Reviewed: July 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Functionality: 4/5 #### Pros It’s really easy to use and I’m able to jump in without any setup really. Ticketing is made easy and I’m able to collaborate. #### Cons I would say it’s not ideal for folks that need SLA tracking or escalations within the ticket itself. There are also some reporting drawbacks. --- ### thank you! - Overall rating: 5/5 - Reviewer: Anastasia Z. - Verified reviewer: Yes - Industry: Health, Wellness and Fitness - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - Reviewed: July 2025 - Review source details: This review was submitted organically. No incentive was offered efficient, fast, customizable some things are not obvious to me but Fin and customer support representatives manage to explain everything I find talking to a rep more productive than reading an article, but it's individual #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros variety of options to maximize my experience fast and detailed support, friendly operators the cactus growing kit #### Cons at the moment there is no solution to register a japanese phone number because of the inflexibility of the provider. why hasn't a new provider been found? #### Reasons for choosing Intercom for a long time it was convenient to use both --- ### Intercom: My tool to victory! - Overall rating: 4/5 - Reviewer: Camille B. - Verified reviewer: Yes - Industry: Education Management - Company size: 501-1000 employees - Product usage: Used daily for more than 2 years - Reviewed: April 2025 - Review source details: This review was submitted organically. No incentive was offered Intercom was suggested to me by an LMS hosting company and when we tested the tool in our live production it made all the difference in the world. I truly like the comfort of the PC and the App, I can take my work anywhere. The amount of services to add on are very interesting and useful. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 3/5 - Customer support: 3/5 - Functionality: 5/5 #### Pros The practicality of the tool and its integration into our LMS platform (Moodle). #### Cons Honestly? Nothing. If I must mention something is that I would design the admin site a bit more intuitive or userfriendly. #### Reasons for choosing Intercom The price and the previous reference given by the company. --- ### Powerful tool that annoys customers - Overall rating: 3/5 - Reviewer: Cyrus C. - Verified reviewer: Yes - Industry: Computer Software - Company size: 11-50 employees - Product usage: Used daily for less than 2 years - Reviewed: March 2025 - Review source details: This review was submitted organically. No incentive was offered Intercom is a very well made tool with lots of capabilities, but we often found it just set us up for failure as our customers would be upset by the time they asked for a real person. It was counterintuitive and not worth the price. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 3/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros It was nice to not have to worry about always being available to answer live chats #### Cons Most people got frustrated and would request to talk to a real person anyways #### Reasons for switching to Intercom We made the switch from ChatSpot to Intercom because we needed something that could run itself and save us time from talking to customers. However, we are going back to ChatSpot because we have happier customers that way. #### Vendor response Hey Cyrus, Bobby here, I lead the CS team at Intercom. I’m not fully following your feedback. Our AI Agent Fin can resolve 50%+ of questions instantly, and easily hand over to your team the rest. If it wasn’t working well for you or your customers we’d love to help you. Feel free to email me at Robert.stapleton@intercom.io if you want! Thanks Replied April 2025 --- ### Nexus - the central connection - Overall rating: 5/5 - Reviewer: Roldan T. - Verified reviewer: Yes - Industry: Airlines/ Aviation - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: December 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Magnifico!!! This is all I can say. Truly amazing tools. What more can I say? It is absolutely perfect. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Reality has gone beyond my expectations. This is one of the greatest tools and truly worth the price. Our way of communicating and messaging our customers and clients has become more convenient and reliable and time saving. #### Cons Nah! Everything is perfect—the features, the setup, and the accessibility are things you will be delighted with. --- ### Chief Growth Officer - Overall rating: 5/5 - Reviewer: Tomi P. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: November 2025 - Review source details: This review was submitted organically. No incentive was offered We have been using Intercom for years and are planning to increase the usage. We basically use Intercom for all the customer data and customer comms. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros Modern and flexible service designed for B2b SaaS companies. Very good that the platform is developing constantly. #### Cons Pricing could be simpler; usage-based pricing is great but it can make the budgeting hard since the monthly usage. --- ### The best AI support assistant I ever used - Overall rating: 5/5 - Reviewer: K.M. N. - Verified reviewer: Yes - Industry: Entertainment - Company size: 2-10 employees - Product usage: Used daily for less than 6 months - Reviewed: March 2026 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros I really like how Fin understands questions quickly and gives accurate helpful answers. It feels like having an assistant that’s always available #### Cons Intercom Fin has difficulty handling very technical or uncommon questions. we still require a human to intervene --- ### great assistance but costly - Overall rating: 3/5 - Reviewer: Anna H. - Verified reviewer: Yes - Industry: Insurance - Company size: 201-500 employees - Product usage: Used weekly for less than 12 months - Reviewed: January 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. While we like a lot of the features of Intercom, we keep getting questioned if we can use another company considering its cost. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 3/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Intercom has a great help desk (support). It also uses AI in its platform along with email should you need assistance. #### Cons The cost seems to be high and it keeps continuing to increase. It may be hard to substantiate using if you are a small business considering the cost. --- ### Customer Support is very good, smooth onboarding process - Overall rating: 5/5 - Reviewer: Amit S. - Verified reviewer: Yes - Industry: Architecture & Planning - Company size: 11-50 employees - Product usage: Used daily for less than 6 months - Reviewed: December 2024 - Review source details: This review was submitted organically. No incentive was offered Customer Support is very good, smooth onboarding process #### Ratings breakdown - Ease of use: 5/5 - Value for money: 3/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Customer Support is very good, smooth onboarding process #### Cons Its Cost is too expensive, price are not match with plan #### Reasons for switching to Intercom No Customer Support and No Feature that I want --- ### Modern customer support platform with strong AI capabilities - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Computer Software - Company size: 51-200 employees - Product usage: Used weekly for less than 12 months - Reviewed: October 2024 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros Easy, intuitive UX. Strong AI capabilities. #### Cons Analytics and reporting can be a bit tricky to navigate. #### Reasons for switching to Intercom Hubspot had difficult to use UX and very limited AI capabilities. --- ### Happy user. - Overall rating: 5/5 - Reviewer: Linda K. - Verified reviewer: Yes - Industry: Fund-Raising - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: May 2025 - Review source details: This review was submitted organically. No incentive was offered Happy, use it every day. I like working with it, it is easy to use. I can even call the users via the product. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros The overview when an email comes in, that you can see previous emails, search on email/subjects etc. #### Cons That often our emails ends up in peoples spam. Then we have to email our users again in Gmail which delay the process. --- ### Its a great system for customer service - Overall rating: 5/5 - Reviewer: Veronica D. - Verified reviewer: Yes - Industry: Marketing and Advertising - Company size: 11-50 employees - Product usage: Used daily for less than 2 years - Reviewed: April 2025 - Review source details: This review was submitted organically. No incentive was offered It has been great; there are a couple of things that I wish they would improve, such as blocking certain users, blocking closing messages, and other small details that would make the experience easy. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros It has been over a year working with this system, and Im just happy that it exist. It takes a while to get a hold of it, but once you master their dashboard and all the functions, it becomes your best friend when handling multiple queries and solving customer issues. #### Cons One thing I dont like much is the fact that you cant block team mates from closing messages. Sometimes tickets get closed by accident and it makes the process difficult. --- ### Intercom - best way to provide support to your customers - Overall rating: 5/5 - Reviewer: Emma G. - Verified reviewer: Yes - Industry: Computer Hardware - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: April 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Intercom has allowed us to provide best in class support to our customers with ease. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros It is extremely easy to use. There is nothing overwhelming, just straightforward and user-friendly. You don’t need a deep tech background to figure things out, which is a huge plus. #### Cons The ability to sort contacts has never been super easy for us. --- ### Thanks Intercom ! - Overall rating: 4/5 - Reviewer: Marjorie J. - Verified reviewer: Yes - Industry: Computer Software - Company size: 2-10 employees - Product usage: Used daily for less than 2 years - Reviewed: April 2025 - Review source details: This review was submitted organically. No incentive was offered Intercom makes my job easier, I have all the data in one place and I can interract with my customer so fast. The reports help me analyse what we are doing. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 3/5 - Functionality: 5/5 #### Pros Lots of possibilities. It makes my job easier to have all the data in one place. Macros and Articles have help me be more efficient. #### Cons When help is needed, it is rather long to have an agent to talk to. --- ### Great user experience and trust - Overall rating: 5/5 - Reviewer: Irina D. - Verified reviewer: Yes - Industry: Computer Software - Company size: 2-10 employees - Product usage: Used daily for more than 2 years - Reviewed: April 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Clean user experience, increasing user confidence in the product. Beautiful UX #### Cons Higher prices by number of seats required for the business overall --- ### Fast replies 24/7, without working 24/7 - Overall rating: 5/5 - Reviewer: Aleksandra P. - Verified reviewer: Yes - Industry: Marketing and Advertising - Company size: 2-10 employees - Product usage: Used daily for less than 6 months - Reviewed: March 2025 - Review source details: This review was submitted organically. No incentive was offered Since we started using Intercom, the traction with customers and our warm pipeline has grown noticeably. It's made engaging with leads so much smoother and more effective. Plus, with the automation feature, our customers can get the help they need anytime, 24/7! #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros What I really enjoy about Intercom is that I can reply instantly right on our website, so I don’t have to deal with multiple logins or emails. It’s super straightforward! Plus, the automation feature is fantastic because it saves me from answering the same questions over and over again. It's less monotone this way. #### Cons Some advanced or more sophisticated features are only available with premium plans, which can be a bit pricey for smaller businesses. --- ### Great Support Infrastructure for SaaS - Overall rating: 5/5 - Reviewer: Christopher M. - Verified reviewer: Yes - Industry: Computer Software - Company size: 51-200 employees - Product usage: Used monthly for more than 2 years - Reviewed: May 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I like the ability to save standard messages for various repeated support chats. This way, our team can reference them quickly, use them as is, or modify them depending on the question. I also like the ability to tag customers who report bugs or request features and send them an update email when we push a release that matches what they brought up to us. It helps us look more responsive to feedback. #### Cons There are maybe the costs, but we can't complain. We run our whole support org with it, so it really pays for itself. --- ### Fantastic interface for communication to our clients - Overall rating: 5/5 - Reviewer: Jennifer M. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 11-50 employees - Product usage: Used daily for less than 2 years - Reviewed: January 2025 - Review source details: This review was submitted organically. No incentive was offered Their support is excellent and they are very good at assisting. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros How many features it has we have to go no where else for all the support we need for our clients #### Cons Sometimes tagging people doesnt work when importing csv (small issues) --- ### Enhancing Communication and Customer Engagement - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Hospital & Health Care - Company size: 51-200 employees - Product usage: Used daily for less than 12 months - Reviewed: December 2024 - Review source details: This review was submitted organically. No incentive was offered Overall I am very much satisfied with intercom, making handling chats so much more comfortable and easy #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 3/5 - Functionality: 5/5 #### Pros it is very user-friendly and the use of macros and other features like tagging a member or transferring it to a different team makes it very much handy. The AI co-pilot is also very handy making us handle fewer chats. #### Cons how it can lag at times which required us to reload the page --- ### Love the automation capabilities - Overall rating: 4/5 - Reviewer: Haruki T. - Verified reviewer: Yes - Industry: Computer Software - Company size: 501-1000 employees - Product usage: Used daily for less than 12 months - Reviewed: January 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros I love how Intercom's abilities to automate repetitive tasks like the initial message to engage prospects and ensure the lead is accurately routed to me, instead of another rep who doesn't own the territory. The ability to identify the prospect's behavior on our website is very helpful. #### Cons While the automation of repetitive tasks is great, the messaging sometimes is a bit off or sounds robotic. --- ### Best customer service portal - Overall rating: 5/5 - Reviewer: Shania P. - Verified reviewer: Yes - Industry: Accounting - Company size: 10000+ employees - Product usage: Used weekly for less than 2 years - Reviewed: January 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Intercom is a reliable portal for customer service. #### Cons Intercom has nothing to be anxious about it. --- ### Pros and Cons to Intercom. - Overall rating: 4/5 - Reviewer: Elise A. - Verified reviewer: Yes - Industry: Non-Profit Organization Management - Company size: 11-50 employees - Product usage: Used weekly for more than 2 years - Reviewed: November 2024 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. My overall experience has been good. I have found it difficult to get the hang of in the beginning, but with practice it gets easier, and I'm finding more and more features I didn't know existed. #### Ratings breakdown - Ease of use: 2/5 - Value for money: 3/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros Intercom has a lot of features that have been very helpful in large-scale costumer support. My favorite features are the ability to assign emails, and easily writing notes to coworkers and then switching back to emailing/chatting with a client. #### Cons There is a sound that constantly plays whenever Intercom is open on the desktop. It has been very distracting when multitasking with intercom and other programs. I have never found a way to get rid of it. Another downside is how overwhelming and difficult it can be to begin using. It's not as simple as other programs. #### Vendor response Hi Elise, thanks so much for your review! To turn off your browser notifications go to Your account > Notifications and scroll down to Browser notifications where you can toggle the play sound off. Replied November 2024 --- ### Easy To Use App - Makes my day easier - Overall rating: 4/5 - Reviewer: Jack R. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 501-1000 employees - Product usage: Used weekly for more than 2 years - Reviewed: November 2024 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 4/5 - Functionality: 4/5 #### Pros Ease of the UI - I can always quickly find what I need. #### Cons While the UI is easy to navigate, it does feel a bit dated. ## More reviews [Next reviews](https://www.softwareadvice.com/crm/intercom-profile/reviews/?page=2) --- Intercom Reviews, Pros and Cons - 2026 Software Advice