FinReviews of intercom.io

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.

I really like the customer service at Intercom! Their own AI agent is pretty good at finding relevant answers and suggesting help center articles. If you need a human support agent, you get connected quite fast and they really try their best to answer your questions based on your unique needs etc. I do want to point out Nathan who has been an amazing support agent as he really digs deep into the issues I'm facing and he's so thorough in his answers. It feels like he gives very tailored answer, not just generic ones, and he writes in a very comprehensible and concise way. Thank you so much Nathan!

Intercom's pricing feels excessive for what it offers. The internal support service is slow, and many of the hyped features don’t work as promised. For example, their AI-powered "Custom Answer" system caused a 10-day disruption in our service, leaving us unable to assist any queries. Disabling the AI restored functionality, but it’s disappointing that such issues arise with a tool that automatically activates a 7-day free trial upon first use. The guidance provided is unclear, and the user interface constantly changes, making navigation difficult. Furthermore, data export is limited, allowing access to only a small portion of what we need. Pricing is another sore spot—it's not transparent, and hidden costs from add-ons can quickly add up if you’re not cautious. Overall, Intercom has potential, but its current state feels overpriced and unreliable.