FinReviews of intercom.io

I have been using Intercom for 3 years now, and I am genuinly satisfied by the consistency of the platform, that has minimum downtimes or hazards. I use it to assist customers through my site with the live chat feature they have. And I also use it to promote features and promos for the visitors. The only downside is that I have to keep cleaning entries up, since I am billed on the amopunt of entries I have, so, sometimes, if i forgot to clean them, it could jump around 50 to 60 dollars, so if it possble to increase the margins so it makes it easier to manage at noral prices. Other than that I highly recommend it :)

Intercom's onboarding process was smooth and efficient, enabling our team to quickly adopt the platform. They're incredibly receptive to feedback and have consistently implemented valuable improvements based on our suggestions. The recent platform updates have been exceptional, streamlining our workflows and significantly enhancing customer interactions. Fin, their AI agent, is a game-changer, automating routine enquiries and freeing up our team for more strategic engagement. We've observed remarkable positive trends in our key metrics, a testament to Intercom's effectiveness. But what truly sets Intercom apart is their vision for the future. Their upcoming releases in the AI space are incredibly promising and will undoubtedly revolutionise the way we interact with our customers. Overall, Intercom is an indispensable tool for MONY Group. Their team is supportive, responsive, and genuinely committed to our success. We couldn't be happier with our experience, and we're confident that our partnership with Intercom will only grow stronger in the years to come.

Spammers. I have repeatedly asked them to stop one of their clients from spamming me and no action is taken. Even on the website chat. The perfect solution if you're a spammer though.

After using Intercom for 6 years, we are in the process of moving away to an alternative. Here are our reasons: 1. The pricing is unpredictable and spiked 4x and will remain so for 3 more months. 2. Not GDPR compliant: we have sent multiple requests to extract our personal data and the request is being ignored. 3. Support does not respond for days. 4. Some of our customers have issues accessing the chat functionality.

Intercom is an incredible product that promotes proactive support, delivered by a company that has yet to grasp the concept. Even when we spent $7K/month on the platform, we were told that we needed to upgrade to get a dedicated support/CSM. Now we're locked into a contract that doesn't suit us, and nobody is available at Intercom to take ownership of the relationship or help us to maximize the value of the platform

Is so keen on upselling its crappy Fin AI agent, that they create fake preview users that answer questions in our customer chat Furthermore the service is getting slower and more expensive than the product warrents

Probably the worst customer support tools I've ever come across. Those guys are so deep into all the AI stuff that they simply forget the basics. Every week something is broken: the inbox is broken; every aspect of that so-called "software" is broken. Those guys probably have no idea how customer support software should work and what features it should have in general. For example, you won't be able to use multiple communication channels with Intercom because Intercom doesn't understand that a customer can contact us using WhatsApp, Facebook and chat at the same time. So, for the Intercom system, those are three different customers. Another major flaw is the lack of routing options. Once the chat is assigned to one of my agents and this agent is on break, the chat becomes unassigned and cannot be automatically reassigned to active agents, which is okay for Intercom (but not okay for me). A lazy agent can easily reassign the conversation to one of their colleagues, and it cannot be restricted. The pricing is horrible as well. I recently discovered that one of Intercom's much larger competitors is now cheaper than Intercom. What nonsense! I also can't help but mention that Intercom's API is probably extremely outdated. Maybe this is why there are very few apps that I can install and try. Today I tried to get an API key, and it simply didn't work. Can you believe it? Me neither. I hope we'll part ways with Intercom by the end of the year. I almost forgot! Do you know what happened during their latest AI presentation? You guessed it right – the system broke down during the presentation, and it took them more than an hour to bring everything back to normal. What a joke! My point here, guys, is that before flying into space with all this AI stuff, maybe you should build your rocket properly first? Right now, it seems like you want to go to space with a paper plane.

Love Intercom! It is one of the absolute best tools when it comes to customer support and success. The proactive options are unmatched in my opinion.