FinReviews of intercom.io

Working with workflows is a nightmare, updates not reflecting instantly, a lot of features that are essential are blocked behind pay walls, random bugs are very annoying.

BEST Customer Service app for SaaS applications

This is the worst platform I've ever used. The platform will force you to subscribe to their auto translate feature. If you don't, the screen will popup with "something went wrong" whenever you right-click and translate to English from the browser. They would claim that it's your cache and cookies, it's not. This has been happening for so long. It will also mute itself if you translate whatever using your own browser. That way, there is no notification letting you know that a new message is coming in. If you're multitasking, it would be useless even if you got two screens. Because you have to refresh the page to know that you got a new incoming message. Whatever pain point being shared are not improved AT ALL.

It helps us to be more productive!

Intercom looked great on the surface, but once we got into setup things were far more complicated to work with than we expected. The auto-translation feature was excellent, and credit where it's due there. Unfortunately, from day one we had a consistent issue where our messages never landed in customers' inboxes. We ended up manually going through and replying to each conversation just to be sure people actually heard from us, which rather defeats the entire point of the tool. We raised it with support repeatedly and never really got anywhere. After three months we've moved away from the product, and we're hoping to be refunded for that period. The platform has real potential, but the support resolution needs to improve.

Bait and Switch. The tech seems really slick in demos and early conversations, but, the more you get into it, the less it really does. There is ZERO support to set up. We had to use an outside vendor who really didn't know what they were doing and also seemed to get no support. What we thought we were agreeing to (yes, yes, read your SOW very closely) wasn't true in the end. We got saddled with an agreement that doesn't work for us and we're brutally overpaying. We actually went with Intercom because we thought (were also told many multiple times) that we wouldn't be locked into more seats than we could use. Move forward very carefully with this company.

When Intercom was first introduced to me, I initially thought it would be difficult because of the many technical aspects I needed to familiarize myself with. However, as a concierge, through daily usage of Intercom to assist contacts, I quickly realized it is much easier than expected. The macros are simple to locate, and I no longer need to manually type responses for process‑related concerns or common contact drivers. I also find it easier to distinguish concerns now, since FIN has improved significantly and often provides accurate answers before the case even reaches me. This allows me to simply review what’s missing and address it directly. I appreciate that I can easily review my active, closed, and snoozed cases for follow‑up. Now that I am part of the Quality Team, I also recognize areas for improvement. For example, we need to identify actual chat handle time so concierges remain alert and stay on top of their handling pace. This will help ensure both efficiency and quality in chat interactions.

Incredibly sketchy outfit. The tool clearly has weighting to end conversations as quickly as possible, after explaining a problem and being told to hold on for a moment, the session was ended with short message where I was given a reason that was completely unrelated to the topic of the conversation. Additionally, the download transcript feature doesn't work, on any chat, by design I'm sure. If you see Fin AI - RUN. Any company that uses it clearly undervalues you as a customer. The response below is strange, I know that I should be able to download a transcript, this is exactly my point. The functionality is turned off even though there is a button to do so and as I say, this is by design and the response is all part of that peformence - pretend something is possible even though it isn't.