Intercom Reviews 507

Excellent support!
I wrote 2 times previously with all positive results.
But this time just shows the reason why Intercom is the best customer service/AI tool out there.
Support agents are really friendly. Especially, Paul Byrne helped me understand and helped me with a Supabase integration, and also a large widget for my Wix site.
Whilst none of those things were in his scope, he did not transfer me; he tried his best.
He stayed over 30 minutes past his shift just to assure me and help me.
I hope the Intercom admin team really does treasure him, and I really do wish to be in contact with him every time I contact Intercom.

Worst customer service ever.

Choose an alternative.

Intercom has invested in 1, A very good product, and 2, a human team that is very knowledgeable and always able to help you with any challenge. They also take initiative by organising live events and webinars that are very helpful. They want you to be successful, and that mindset makes it a great company to work with.

Pricing structure isn't clear and they always nickel and dime for every feature improvement. Costs escalate quickly.
They want to lock you in to annual for multi-year contracts all the time and support takes days to respond to inquiries.

Super impressed with Intercom and how they continue to tweak and fine tune things within the software. Their weekly webinars are great to see how we can improve our processes as well as seeing new things that are coming. Our team is continuing to see massive value in using the software, Fin is now taking care of 50% of our conversations and now deploying phone within the software has allowed us to centralize into one platform and make it easier to handle everything.

We recently migrated our main 24/7 support number from Twilio to Intercom, trusting that their platform could handle our essential communications infrastructure. Unfortunately, that trust was broken.

Immediately after porting the number, our main support line went completely down — no incoming calls, no workaround, and no real-time resolution. For a company like ours that provides 24/7 phone answering services to other businesses, this was catastrophic.

We’ve been in constant contact with Intercom support for over 14 hours, escalating through multiple reps and teams, yet we still have no fix and no reliable timeframe. Every minute our line is down, we’re losing customers, revenue, and the trust we’ve worked years to build.

Support staff were polite but slow-moving, and no temporary solution (like call forwarding or port reversal) has been offered. We’re shocked at how unprepared Intercom is to handle a failure of this magnitude — especially for something as mission-critical as phone service.

I would strongly caution any business that depends on uninterrupted phone operations to think twice before trusting Intercom.

Features are ok but their support is an absolute mess. Response times are days, the agents do not take the time to understand your query. Unacceptable for business critical infrastructure. The AI tool is progressing well but there is no support in deployment & the platform is extremely buggy - the support team are unable to understand your request. I have wasted days messing around here.

The range of features in Intercom covers everything we could need. The speedy development of the AI features and translation will future-proof our use for years to come. It saves us so much time, and the AI is really solid in its responses to customers.

The personal touch for a company that focuses on innovating Customer Service through AI is what sticks with you.

Their team engages with you along your own journey making sure you are making the best of the solutions.

My experience with Intercom has been excellent. The platform remains intuitive, efficient, and generally user-friendly.
The Copilot AI tools have reduced the response time to elaborate queries, giving accurate answers, helping us resolve issues quickly and with great accuracy.
The support team and Intercom AI was also prompt and helpful when I had queries. Overall, I’m very satisfied with Intercom.

A really strong customer service base for your AI targeting is key - with UI, security and the outcome focus. Highly recommend.

Intercom has really helped us start getting customer service right. The AI knowledge base has greatly reduced our over-reliance on our customer service team and increased our overall customer experience.

The tool is good, but way too expensive for the amount of outages I experience every other week. Perhaps invest a little bit more on infra before going all out on AI?

Very elaborate product. I really value all available options, and how it empowers a growing SaaS organisation to scale support operations.

Intercom is a pretty robust customer service platform that enables us to connect with our customers instantly and resolve their issues.

I believe it's a great tool that works amazing

We were happily using intercom for years in our business. Overtime the price increased but we still saw the value and kept with it until recently when the pricing tipped to a point that meant we had to seriously consider alternatives.

Being on a yearly contract we gave ample notice (more than 30 days) to cancel the contract at the end of the period. Their support team (Carlotta) offered alternative options which wouldn't work for us and we confirmed we still wished to cancel.

At that point Carlotte ghosted us, never confirmed the cancellation and now our billing on all our workspaces tells us we've automatically renewed for another year. We've downloaded the transcript of our conversation and will be charging back this with our credit card. This is entirely unethical behaviour against small businesses. I wouldn't NOT recommend Intercom.

Possibly the worst customer support experience I've ever had. We are paying $99/mo for several seats and we are getting absolutely zero support. The app is buggy to the extent where it's unusable. Whatsapp chat is confirmed broken due to a bug on their end and they are unable to solve it for days now without giving us an ETA for resolution. We can't communicate with out customers and Intercom is being incredibly unhelpful. Terrible. We are switching to a competitor.

Customer Service is terrible.

Firslty I raise an issue during UK hours and get a reply during the night from someone in Austrailia. I then complain that each reply is taking them 6-8 hours and done while I am asleep, so delaying things further.

Then I get assigned a person in Europe, and she replied last 5 days ago saying she will be back in touch. They are utterly useless.

What makes it worse is we're so heavily invested in their system and it is going to cost us ten's of thousands.

Suggest you avoid.

API and custom actions simply do not work. It has been broken for weeks, shutting down our entire functionality.

The only error I got was 'something went wrong'. When I asked about it, I was told:

"Our product team prioritizes bugs based on the severity of the issue and how widespread of an experience it is with customers. To provide insight on expectations, issues like this may not be actioned for some weeks. This timeline is based on the team's current existing log of issues and upcoming feature releases which is subject to change.".

This was after the functionality had already been down for 3 weeks. 2 months of total failure of functionality with no communication.

Not sure how a total loss of their ability to integrate with any API is a low priority bug but there you have it.

The help service team did not seem to know what was going on. I ignored the bad reviews on hubspot and other sites. I regret that. 2 stars because one of the cust service reps was kinda nice. The other one was not.