Slick user interface, easy to setup. Powerful integrations. Review collected by and hosted on G2.com.
The pricing is not transparent at all, difficult to understand, and engineered to trick you. They attracted us with their "Started" plan, which was a bit more expenive than our existing service. At some point during our migration, we discovered we might need an additional feature that is only available in their next tier, called "Conversational Support". To our surprise, this would multiply our monthly bill by a factor of *5*, and require us to go to a yearly engagement. Since we were just looking to automatically assign incoming chats from a specific part of the world to an employee, we decided this was not worth it and that we would simply assign chats manually as they come -- the volume is very low, sometimes just 2-3 per week.
More recently we started looking at another feature, bots, which is not available in the Start package. We thought that this might justify us moving to their "Pro" tier, so I circled back with the Intercom sales team to get an updated price quote -- just like last time, I couldn't get pricing from their web site and had to schedule a call with the account manager. That took a few days to get scheduled, and a few minutes before the call, the account manager reached out to let me know she would only have 15 minutes available instead of the time we had scheduled so we were in a rush.
The only thing that was accomplished during this call was to make me even more confused about the pricing structure and available options and to prompt me to write this review. I learned about a new feature, Resolution Bots, which unlike Custom bots are sold and priced separately. I also learned that even though Custom bots are free, but that you need a "Proactive Support" seat for them. How much does that cost? I have NO idea, because I need to reschedule another call with their account manager. I still don't have any pricing, but one thing is sure at this point: it will be even more expensive than the previous quote, which was already more than 5 times higher than our ZenDesk bill. Thankfully for us, we don't do marketing or outbound messaging -- or else we'd get sucked into the per-conversation pricing that others on G2 have been talking about and which seems just as hard to comprehend. I am a technical guy and i've been building software my entire life, but I am absolutely unable to understand how their pricing works, and have no idea what to expect or budget in terms of cost increase -- I am genuinely worried that we hit some threshold in the near future or that a change in their pricing structure means we need to start paying 10x what we're paying today.
This is making us re-evaluate our decision to switch to Intercom, and I went from being a promoter to a vocal detractor of the company, despite the fact that I like the product itself. I feel like I have fallen for a scam and I regret moving so quickly to Intercom without doing more research. Transparency is king in this day and age, but Intercom is clearly not on that path. Review collected by and hosted on G2.com.
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3,368 Intercom Reviews
Overall Review Sentiment for Intercom
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Intercom has a great UI design that is intuitive and visually appealing. It offers ease of use to a certain extent, making it approachable for most users. The setup process is straightforward and quick, enabling teams to start efficiently. We recently switched from another CRM system, and the learning curve has been pretty easy for our team to understand. Our Customer Support team loves that we can handle interactions from different channels within the same platform. Review collected by and hosted on G2.com.
One area where Intercom falls short is the merging process. Compared to other CRM platforms, merging customer conversations or duplicate contacts feels less efficient and can sometimes become cumbersome. Improving this functionality would significantly enhance the overall user experience. Review collected by and hosted on G2.com.
What I like best about Intercom is how simple and intuitive it is to use. It’s hands down one of the best omnichannel tools available — everything from live chat to email and in-app messaging feels seamless. The UI is clean, the automation features are smart, and it makes communicating with customers feel effortless across all channels. Review collected by and hosted on G2.com.
What I dislike, however, is the complexity of sending outbound messages, particularly SMS campaigns. For something that should be straightforward — like sending a quick message to a contact or group — the process feels unnecessarily complicated and clunky. It’s one area where Intercom could simplify things to better match the ease found in the rest of the platform. Review collected by and hosted on G2.com.
While it may not have the legacy or pedigree of something like Salesforce or Zendesk, Intercom more than makes up for it for its constant innovation and focus on human-led support. From it's AI solutions, to its tickets and conversation systems, you never feel like you are forcing your customers through a robotic software. Even sending macros and interacting with the chatbot will have the flavor of humanity in its support.
Out of the box, Intercom can get started immediately with just a couple of set up steps. It integrates well with other apps and software and can be used as an efficient resource hub for internal systems. Review collected by and hosted on G2.com.
Despite the constant innovation and improvement to their product, there are still a few things that miss the mark. Simple quality of life updates or lacking common sense steps in their workflows that require more complex workarounds. Review collected by and hosted on G2.com.
The best and most productive part of Intercom is the ability to duplicate all the cards/assets in a series. Once I've completely fleshed out the entire onboarding series for one set of customers, I was able to duplicate all the assets at once, shift them down and easily create a new branch for a subset of customers. This is an amazing time-saver when I need to customize/tweak one or two of the cards, but the rest of the onboarding process remains the same. Review collected by and hosted on G2.com.
From time to time I've had it hiccup during the save process and I'll end up tweaking something to reestablish the connection to fix the problem and save the series. Review collected by and hosted on G2.com.
Keeping my customers satisfied without leaving them behind after the transaction has always been a major issue for me. I was able to handle the backlog of customer queries, unanswered chats and misdirected emails after implementing Intercom. Our users can get instant answers by typing into the website or mobile app. In addition to that, the system uses bots to automate responses or redirects the conversation to the appropriate team if we can’t respond immediately. I can now see the full scope of a customer’s engagement history and consolidate all their information in one place. Personalization, which allows us to send personalized messages to customers based on their actions, is another important aspect that has improved our user experience. Review collected by and hosted on G2.com.
In cases where bots have difficulty understanding the more complex questions, a human agent is called to continue the conversation. We have learned to modify automated flows to reduce the occurrence of this, however it can still be annoying for consumers. Review collected by and hosted on G2.com.
I've been working in the last 7 years at the industry of communication, different market areas as Telemarketing; Sales; B2B and Costumer Success. Through my professional journey I've used many different apps for communication with clients and Intercom has been by far the single best platform I've ever used in this sense. It manages to integrate different canals into one application. It is a pretty intuitive tool, no much training is required to learn the many features available there, which makes it ease to implement; I use it frequentely, day-to-day basis as my main communication channel; and if I even got any doubts or face some issues/bugs, the customer support team has always been very helpful and prompt to assist me. Review collected by and hosted on G2.com.
Maybe the only complaint I've got whereas the usage of the tool it is the many filters available. When searching for a specific chat with a client from company "A", all the chats with all costumers from that company will be displayed if I don't know the exact name of the costumer or their e-mail. I believe that if "keywords" would be implemented as a search feature we woudn't have to select many filters to search for one chat. Beyond all that, the tool is amazing and I've been using it everyday for the past 3 months. Review collected by and hosted on G2.com.
Overall, Intercom is a stellar platform that significantly enhances customer support operations. It blends speed, efficiency, and functionality in a way few other tools manage. That said, enhancing the visibility of new or unassigned tickets would push the experience from great to nearly perfect. For teams that need scalability and smart automation, Intercom remains one of the best choices out there. Review collected by and hosted on G2.com.
One area where Intercom could improve is how new or incoming tickets are surfaced. Currently, it's easy to miss new conversations or unassigned tickets, especially when juggling multiple open chats or when agents are focused on ongoing threads. A more prominent alert system or a configurable notification layer for new tickets would drastically improve awareness and responsiveness.
Visual cues for new tickets could be enhanced — for example, using bolder color indicators, pop-up toasts, or even a persistent sidebar for unassigned/open tickets could make a big difference. In fast-paced support environments, these changes could help ensure no customer request slips through the cracks. Review collected by and hosted on G2.com.
The things I like best about Intercom is the seamless navigation and interface, the variety of features that allow to manage the customer journey effectively, the increase of productivity and KPI's it brought to our Customer Support service, and the new AI feature that is outstanding. It is by far the best ticketing platform I've ever worked with. Review collected by and hosted on G2.com.
The only downside I can find is the Help Center management that could be a bit more refined and easy to use. Sometimes when we need to make editions to multiple pages in one go, it becomes a bit too hard and manual. Review collected by and hosted on G2.com.
The amount of integrations possible under even limited packs. The flexibility that Intercom offers is bigger than most services.
The latest AI integrations are simple, practical and fun to use to. I especially appreciate the accessibility and low level skills needed, thanks to Intercom's design, to implement all these segments into our use.
If needed, I know I can always contact the Customer Support, who'll help me with any integration or automation questions. Review collected by and hosted on G2.com.
Maybe it's a bit daunting at first. Finding all the options you need/want on the platform might be difficult at first. But using it soon changes that. Review collected by and hosted on G2.com.
Intercom has been such a solid platform for us to grow with. Handling everything from our basic inbound support requirements, as well as offering extensive in-platform tools for outbound support, marketing, and product updates for our customers. The ease of use, ease of administration, ease of multimodal support (phone, email, chat, etc) make it such a wonderful product to use. Advances in automation possibilities, and AI via Finn continue to make Intercom even better. Support has always been on hand to assist us with any questions. Integrations with other platforms allow for impressive flexibility to meet even the most complex business requirements. Review collected by and hosted on G2.com.
The mobile app can be a little slow when on the road Review collected by and hosted on G2.com.
