FinReviews of intercom.io

Great platform, but one of the worst support (for a support platform - which makes no sense) and from this chat I am not the only one who thinks this. I have tickets open for 6 days, I had another for like weeks, by the time the agent (Lety) got to me I completed my project on another platform through workarounds. This is unrealistic response times for a support platform, where my troubleshooting and project creation turnaround depends on the platform support team. We are considering a competitor as these delays are affecting our business and our own turnarounds

Intercom - the service is great. Intercom - Customer service is absolutely appalling. Possibly the worst customer service I've had from a modern web SaaS. I've had multiple conversations be left for weeks with no response and then simply closed. The latest one was 3weeks ago and it has now been closed with no response. I would try and find another provider that does a similar thing and go with them as if there are problems, you won't resolve them!

Horrible customer service I've asked Intercom multiple questions and even though they promise a "1 day" response time, I still haven't heard from them on my latest question posted 8 days ago. We're paying customers (on the startup plan, but still). I definitely expect more from a customer service company.

We have been trying to resolve a serious bug with Intercom for the last 2 weeks. They were quite responsive around a year ago but these days, it looks like noone is really replying to customer service requests. The irony is Intercom is for customer support (amongst other things)... We've generally found Intercom to be quite buggy thoroughout the years we have used it

I still struggle to understand how a company that has grown to this size (and has been around for so long) is so terrible without the fact they're terrible being common knowledge (e.g Ryanair, the Trump Administration etc). I would have liked to have said the product is good, but everything else is terrible. However, the product itself is full of bugs. Big obvious bugs that make you think "Am I really the only person who has ran into this?". I'm trying to leave subjectivity out of this, but it's also worth mentioning that I find the menus poorly designed and frequently struggle to find things - a symptom of a product that started as one thing (chat) then morphed into everything under the sun (all of which come with an additional price tag). The main problem is their shocking customer service. When you report a problem, even one which prevents your usage of the app, you get quoted a response time of 1 day. (I did think 1 day seemed kind of excessive for a live chat company with 100s if not 1000s of staff, but ... whatever!) Two days later, with no reply, I followed up. No reply again. I then email their customer support autoresponder (Phil) who had emailed daily since signing up. I quickly received a reply stating "Thanks so much for your patience! We're currently getting pretty high volumes and aren't always able to reply as soon as we like, I hope you understand" but still - no answers or solutions so I was able to use the software. Cautious I'm about to run out of words to convey how terrible this product and company is, I'll keep the next bits short. - The pricing model is extortionate. You're charged for "contacts and leads" - but this could be someone who simply said "hello" through your live chat function and never returned several years ago - unless you go through the painful process of deleting them all. - Want that small new feature they've released? It's an add-on, not a feature and that will cost you extra each month. I.e. don't expect the product to improve without spending more $. - Despite paying for the software, you have no choice but to have the "Powered by Intercom" link at the bottom of your widget and outbound emails. Want to remove it? All you have to do is upgrade to a package that requires you to spend a few extra $0000s each year. I hope this company fails fast for their own benefit, so they can reevaluate what they're doing, listen to customers and do it differently.

Worst customer support I have ever encountered, ever. Oh and Kate, don't bother with your stupid reply of "sorry but we are trying to navigate the challenges in the world". No one cares, Kate. My company is going through the same thing and our customer support is still on par - as our customers deserve. EDIT: Kate was lying btw. She has never reached out to me.

Background: I've been a customer for over 5 years now. The total lifetime value of my account is around $20,000 and this is how I'm treated. I truly love the software, it's integral to our business. But the pricing is rude and inflated and the staff don't care at all about loyalty, LTV or keeping their commitment to you. Although they say all the things that make it sound like they do. If you can avoid it I would try and find alternative software to use unless you're a huge enterprise that can pay thousands of dollars a month. The following is a note of the MOST recent conversation I've had to have with the "senior customer support team". I've been having back and forth correspondence for months now. To Mike Weber, Ivan Favelevic, Jordan De Shon "Another month of being overcharged! Another month of PAYING FOR 30,000 users I don't even have yet! Don't you think when a customer is AS UPSET AS I AM - that you might just - at the very very least, apply the "discount" you so proudly talk about?? Every single month you make me have to come here and beg for what you promised. None of you care a single iota about me as a customer. Despicable. Shocking. Working with your company literally feels like I'm in an abusive relationship with a narcissist. I can't leave cause I trusted the entire infrastructure of my company on the back of a promise that pricing would grow with me, but then you went and got greedy and I didn't grow fast enough (which isn't really true considering I'm being charged for users I don't have) and now every single month I have to SUFFER, while you win. I can't leave cause I can't afford the dev time to unpick the whole thing. And the worst part -- you're totally ok with me having to come and beg you for a 40% back on 30K people I am NOT EVEN MESSAGING or HAVE. Don't you see how totally messed up this is? How does a bill go from between $379-$495 to $1376-1545? but the usage goes up by 1000 people INV00801319 Aug 12, 2020 $1,376.60 INV00769415 Jul 12, 2020 $1,545.85 INV00737452 Jun 12, 2020 $495.85 INV00703259 May 12, 2020 $495.85 INV00668612 Apr 12, 2020 $457.60 INV00636552 Mar 12, 2020 $379.60 INV00604447 Feb 12, 2020 $379.60 INV00571944 Jan 12, 2020 $379.60 INV00539870 Dec 12, 2019 $379.60" I have tried everything for months to get the attention of someone in your organization who actually cares about loyalty and helping meet customers where they are at. I hate that I feel I have no other recourse than to leave a public review. That honestly can't be how you want to do business. I know when I signed up 5 years ago that wasn't the organization I put my faith into. ——— My response to their below reply. It’s clear that you are charging over $1,000 extra and added NO additional value. How can you write a response that says anything about trying to do anything when that fact remains. I really did hope someone would see this that actually cared and was empowered to help. Meeting with a “director” did nothing. Kate, you did nothing. No one at intercom does anything to help a customer. I’m going to submit a complaint to the FTC for unethical business practises. You can’t change someone’s billing from $379 to $1545 and add no extra value. This is completely nuts.

I am very unhappy with intercom. They have charged our account thousands. Clearly have missold the wrong package. (Premium means we can't even change subscription through the interface) I want to be refunded and the subscription cancelled immediately. If I don't hear back and get a full refund within 24 hours I will be canceling the card attached and instructing our solicitor to pursue intercom legally for the $24k to be refunded. Update: Let's hope so, So far been waiting 14 hours for a response from jakie.