FinReviews of intercom.io

Response from FinJan 29, 2024

Hi Vico, we have recently changed our pricing to make it much more simpler and transparent, based on feedback from customers and prospects. Someone from our team will reach out to you to understand your concerns better, and we will try our best to address them. Update 16 Feb: Hi Vico, I can see a number of people are currently chatting with you (or a member of your team) in the inbox and are working hard to resolve your issue. Our Director of Support has also been looped in and has oversight on this.

Response from FinJan 29, 2024

Hey Abraham. I see you had problems getting signed up on our discounted Early Stage plan vs our regular plan, and chose to stick with the regular plan. We’re sorry for the hassle - we want to have an easy experience and simple pricing across the board. I'm also really sorry to hear you encountered issues while using Intercom. We take our product quality extremely seriously here. Our approach includes monitoring and alerting on application performance and errors as well as the effective diagnosis and remediation of bugs. I see we've been able to help you previously in this regard, and if you have any specific examples of issues you're currently encountering we'd be happy to look into it for you right away. Kate (Intercom - Customer Advocacy)

Response from FinNov 29, 2023

Thanks for this Gio. Darragh here, CTO at Intercom. I really appreciate the positive feedback on the product - and your feedback on pricing and purchase experience mirrors what we’ve heard loud and clear - I’m really sorry - it’s simply not good enough. I took ownership of our pricing 9 months ago, we consider it one of our biggest problems, it’s a joke to many of our customers and prospects. The good news is we’ve spent much of this year working hard to turn this around. We’ve just rolled out some big changes, with much simpler, transparent and fairer pricing, AND much more freedom to buy as you prefer, customers who want to pay month to month can do that, customers who only need 2 seats, don’t have to pay for 5 etc. It’s very early days, we’ll listen, learn and further iterate, and we are in the middle of building the tooling for existing customers to be able to migrate. Could I ask you to contact me at [email protected] - I’d love to try and make this right for you, and I’d love an opportunity to hear any other feedback you’ve got, and to hear your honest feedback on the pricing changes we are currently making.

Response from FinNov 20, 2023

Hi Alessandro, Karthik here - I'm the pricing and packaging leader for Intercom. I apologize for the poor experience you had with our team with regards to changing your plan. We've investigated how this happened and are make some changes to make sure it doesn't happen again. I will work with our customer support and sales team to ensure your questions are answered. I hope you continue being an Intercom customer.

Response from FinNov 17, 2023

[Response update] Glas we could help you out Izzet - reach out any time. [Previous response] Hey Izzet, Darragh here, I’m CTO at Intercom and I’ve taken responsibility for our pricing and purchase experience. We're sorry you've had such a frustrating experience. Unfortunately you're not the only person who's had frustrating experiences in relation to buying & paying for Intercom, and we've just spent almost a year addressing many of the problems we've created for our customers, and in the process of rolling out a substantially improved pricing model and purchase experience. Before I get into the details on some of the changes we are making related to points you touched on - I have to correct you, what you mention isn't fraud, it is standard practice in the industry when as a customer you commit to an annual contract, that the vendor will expect them to honor it - I agree it's might not be nice in cases like yours, but it's not fraud - and I'll always aim to support any customer in exceptional circumstance. Another common practice is to have a minimum number of seats to get access to certain plans - while the intention here is to help anchor to typical minimum team size for the feature set, it unintentionally hurts smaller customers who really just need 1 or 2 seats. When we launch our new pricing plan, there will be no seat minimums. Prospects will also be able to buy our Advanced plan via the website, rather than going thru sales, and pay on a monthly basis. Please do get in touch with me ([email protected]) if you’d like to discuss this matter any further, I'd also love to hear the product feedback you mentioned. I have asked our relationship manager to offer you our support package for free, to help you realize the value of Intercom. If you are not interested, we will let you cancel your annual plan early.