FinReviews of intercom.io

Response from FinMar 22, 2021

Hi Sam, I'm sorry that this has been your experience, we aim for a few hours to 2 business days to be the maximum wait time for a conversation first response, depending on your subscription and the nature of the query (i.e. topic and urgency), however you're correct that we are a bit behind at the moment. The team are working hard to get caught back up and making adjustments to avoid these misses in the future. I've reached out via Trustpilot for more info so I can locate you account and find your conversation. Thanks, Kate (Intercom - Customer Engagement)

Response from FinMar 18, 2021

Hi Maxi, Thanks for leaving us this feedback. Our team are a little behind this week as we had reduced coverage for St. Patricks day (our EMEA team is based in Dublin). I've found your query and a member of the team will get back to you asap. I'm sorry for the inconvenience caused here. we aim for a few hours to 2 business days to be the maximum wait time for a conversation first response, depending on your subscription and the nature of the query (i.e. topic and urgency). Thanks, Kate (Intercom - Customer Engagement)

Response from FinMar 16, 2021

Hi Ibrahim, I'm sorry to hear about your experience. I've flagged this with Jack now and you'll be hearing from him shortly. I'd also like to apologize for the ill timed Resolution Bot message you received. It's automated to send to customers who could benefit from the functionality based on how they're using our platform currently, but in this case I can see how it could add to your frustration. I've made sure to flag this with the team too. Thanks for being so candid with your review and I'm sorry to hear Intercom has not been the best partner for your business. Kate (Intercom - Customer Engagement)

Response from FinMar 11, 2021

Hi David, Thanks for taking the time to review Intercom. I've contacted you more info via Trustpilot so that I can look into this on my end. Our Early Stage program gives eligible startups advanced Intercom features and a bespoke Academy course at a 90% discount for one year. Once you have graduated from the program your pricing changes accordingly. We do our best to advise on the best plan to suit your usage of the product, however we're aware that moving off this heavily discounted price can be a bit jarring. We aim to align our regular pricing model with the value our customers see, however we are aware that this may not suit every business model. Our team would be happy to discuss this if you have any further feedback. Thanks, Kate (Intercom - Customer Engagement)

Response from FinMar 8, 2021

Hi Stanislav, This is certainly not the support experience we aim for so I've reached out to you via Trustpilot so that I can learn more about your situation. We aim for a few hours to 2 business days to be the maximum wait time for a conversation first response, depending on your subscription and the nature of the query (i.e. topic and urgency). We also match you by geo so once you’re with a teammate it should be a pretty fast response. It sounds like this isn't the experience you've had so I'd definitely like to find out what's happened here. Thanks, Kate (Intercom - Customer Engagement)

Response from FinMar 3, 2021

Hi Gareth, Bobby here — I lead Intercom’s Customer Support and wanted to check in (and say thanks!) for your feedback. We aim for a few hours to 2 business days to be the maximum wait time for a conversation first response, depending on your subscription and the nature of the query (i.e. topic and urgency). We also match you by geo so once you’re with a teammate it should be a pretty fast response. We are a bit behind this week but working hard to get caught back up and making adjustments to avoid these misses in the future. I’m sorry if that longer delay was a pain for you and your team. While we believe in chat as a the best, most personal customer experience, each company and use case will be different on using live chat for real time chat vs. asynchronous chat. For us — troubleshooting software — async typically works best, but this is helpful feedback for our Ops and Leadership team to consider. Happy to connect and chat more if you’d like! This survey took time and I imagine you wouldn’t share this feedback if you didn’t care about us getting better, so I do appreciate it. Just write into the Messenger and ask the team to send you my way. Thanks, Bobby

Response from FinJan 13, 2021

Hi Homayan, thank you for leaving us this review. I'm sorry to hear you've found your experience so frustrating. I've reached out to you via Trustpilot so that I can learn more about your situation. Thanks, Kate (Intercom - Customer Engagement)

Response from FinJan 6, 2021

Hi David, thank you for leaving us this review. I'm sorry to hear that this has been your experience of Intercom, it's certainly not what we aim for. As our company has grown our pricing has evolved alongside it. While the cost for most customers does reflect the value they see from the product we're aware that there's still work to be done in some cases and are currently working on ways to address this. I've reached out to you via Trustpilot so that I can learn more about your situation, or our team are always at the other end of the messenger if you would like to chat about your options further. Thanks, Kate (Intercom - Customer Engagement)