FinReviews of intercom.io

Response from FinDec 11, 2020

Hi there, Kaitlin here - I lead Intercom's Customer Support team and wanted to follow up. Though we recently did see a spike in volume that temporarily slowed down our reply times, 2 days is currently the maximum and that would only be for conversations from a lower tiered subscription or a conversation not identified to be urgent. That said, we know speed is important when you're facing an issue and I'm sorry to hear your experience wasn't positive. We're continuing to work on our Bot flows to offer quick fixes or capture helpful information up front while not annoying or putting off customers - this is a work in progress and your feedback is appreciated. I'd be happy to connect to chat through your concerns further and work to ensure it's a better experience going forward, just drop a note into the Messenger and ask the team to send you my way. Wishing you the very best!

Response from FinDec 11, 2020

Hi there, Kaitlin here, I lead Intercom's Customer Support team. I'd love to get to the bottom of this one for you - would you mind getting in touch via Intercom's Messenger as your name isn't showing up in our system? Just ask the team to send you my way as I'd like to understand which manager you're waiting to hear from and offer an update on the bug. Our R&D team does triage all bugs but a timeline for a fix is dependent on the number of customers impacted and severity so it's possible this one is just a lower priority - either way, it's important to me that you receive an update when you've inquired so apologies that hasn't happened and I hope we can connect soon. All the best!

Response from FinDec 2, 2020

Thanks for sharing your thoughts on Intercom. I'm sorry to hear that we were not the right fit for your business. We really do take all feedback on board so if you would like to expand on your experience with our product please do let us know via the messenger. Thanks, Kate (Intercom - Customer Engagement)

Response from FinNov 26, 2020

Hi Ryder, This is most definitely not the experience we want anyone to have with Intercom and I hate to hear we've let you down. I can see that you're currently working with my colleague Ciara to get to the bottom of this and I'm sorry that we could not resolve this before the Thanksgiving break. Please bear with us as we continue to look into things on our end and be assured that if you have been overcharged it will be reimbursed in full. (Just edited that sentence to make it a little clearer). As our company has evolved so too has our pricing, and although necessary I do appreciate it can be rather confusing for customers. This is something that my team are going to address in the very near future - we can and will do better here. Thanks for your patience and I hope you enjoy the holiday, Kate (Intercom - Customer Engagement)

Response from FinNov 23, 2020

Hi there, Kaitlin here, I lead the Customer Support team at Intercom. By design we use the Intercom to support our customers as this enables us leverage the power of the Messenger to share useful information like links and screenshots, as well as connect with more customers quickly and efficiently. That said, I understand that some folks just prefer to connect in real time over the phone and I'm sorry we haven't been able to accommodate that for you. We are continuing to explore what additional resources and support offerings make sense as our customer base grows and this is definitely on the list. I'll pass along your feedback regarding the 2FA concerns and documentation editing - my understanding is we have some common Feature Requests set to be review related to latter on our upcoming roadmap. You can of course reach out to me via Intercom if you'd like to set up time to discuss this feedback and more, just mention my name and the team will be sure to pass along. All the best! Kaitlin

Response from FinNov 17, 2020

Hi there, Kaitlin here, I lead Intercom's Technical Support team and I'm sorry to hear your experience with us wasn't great. I wasn't able to locate your account in Intercom to investigate what went wrong so if you'd be happy to reach back out there and ask to be assigned to me, I can resolve the payment concern and determine what went wrong with our technical support regarding your cache question. Either way, we hate to see that we let you down and are sorry we missed out on the opportunity to work together. Wishing you all the best and just reach out if you'd be open to revisit using Intercom. Cheers, Kaitlin

Response from FinNov 13, 2020

Hi there, Kaitlin here from the Support team, I'm sorry to hear your recent experience with our Sales wasn't a positive one. It's important to us that the quote and pricing process be seamless, beginning to end, and it sounds like we missed the mark. I wasn't able to locate a recent conversation for Dyad Apps with Grace so if you'd be happy to drop a message to me via Intercom (just ask the team to be routed to Kaitlin) I'd like to take a look at what went amiss here so we can prevent it from happening again. We do wish you all the best and hope we'll get another shot to discuss how Intercom might support your business. - K

Response from FinNov 4, 2020

Hi Michael, Kaitlin here, I lead Intercom's Customer Support team. I'm sorry to hear you've been disappointed with the quality of our support, the time to reply most specifically. As I've mentioned in a few other comments here, as of late our reply times have unfortunately slowed but we've been working (and hiring!) diligently to speed things back up to the expected turnaround times. That said our reply times do range from a few hours to a few days based on subscription (Premium receives the fastest turnaround time) and nature or urgency of the query. If your account is Premium but you've still been receiving notably slow reply times, please to reach out via Intercom and mention my name so the team knows to pass you along to me, I'll be happy to take a look to improve things going forward. All the best!