FinReviews of intercom.io

We're a tech vendor who setup a trial of Intercom in September 2019. We were assigned two account managers who run through setting the accounts and bots up. We never signed up for the full service, however, in January 2020 my accounts team informed me that we'd been paying for Intercom on the 25th of every month since September. I honestly felt this was pretty disappointing that both decided to not notify us that this would happen, placing the trial onto a subscription automatically which has amounted to over 1,000 dollars. To add to this, any attempts to communicate with Intercom have led to silent responses or being sent in circles via their online chat.

I'm pretty much on board with the recent reviews. We've been an Intercom user since 2014 for various products. Over that time they continually raise prices on existing plans and give vague reasoning. It would be fine if the product was improving but it feels like it has been stuck for a while. After trialling other products, I can see how much better other products are with automation. What Intercom calls automation is akin to simple newsletter systems a decade ago. Sorry to say goodbye to Intercom but it feels like as a company, they've lost touch with the market or at least just don't care about anyone that isn't a huge company. Interestingly, many of the larger companies I speak to say that Intercom doesn't fit their needs either. So I wonder who their market actually is...

Worst support I've ever received. It just took them 6 days to send me a transcript of my last chat, which I requested during that chat! Prior to that, it took almost a full month for us to have one conversation, which in the end had no resolution because Selam and her manager Pete just stopped responding. They also won't work with you unless you re-sign another 12-month contract. Pricing is also extremely difficult to understand and ridiculously expensive, based on "Active Persons" and calculated on a 90-day average. In the end, we ended up paying over $20k for a $9k contract. Our first year was an awful experience and we already submitted our written notice of cancellation. Unless you're a huge business, you don't need a suite like this. There are tons of other programs that do the same thing with the same integrations at a MUCH cheaper cost. We're already much happier with our replacement product.

Pricing is ridiculous. They just increased our price from $22,000 per year to $32,000 for no reason other than when we signed up we were on 'legacy pricing'. If they actually built additional features within our plan I could understand it but everything is built for an extra cost. It's good software (albeit a few bugs) but their pricing practices makes me distrust the company and as soon as I find an alternative I'll be InterGONE

Intercom is very slow, and lags horribly. Does not provide your customers with an option to change their rating if you were able to turn their experience around. Intercom's customer service support is slow and they do not respond for days which will hurt you if you are needing to ensure your customers are assisted in a prompt and timely manner.

No live support Product is okay. The support is horrible; no phone and no live support. This results in an entire day thrown away, waiting for the support(chat) of intercom to respond. The responds time (to any line) way to long.

Intercom is at its heart a customer service company with the worst customer service. It takes so long to hear back from anyone on their team and in most cases the reps are ignorant of their own product providing meaningless answers. They also refuse to hop on a call or have a live chat even with high value customers so you're forced to wait hours/days for something that should take minutes. I use their product weekly and always have trouble with the cumbersome and glitchy UX and features. I find myself frequently running into issues with their product but just giving up because I know it will be just waste of time to ask for assistance.

Intercom vermietet Ferienwohnungen. Man muss zum Mietpreis noch die Reinigung der Wohnung bezahlen. Ich selber und andere Kunden in meinem Beisein, beschwerten sich über die doch mangelhafte Reinigung. Ich hab selber mal feststellen können dass eine Reinigung ca. 15 Minuten dauerte. Wenn man sich nicht sofort beschwert ist das Geld weg. Bei mir war es so, dass nach der 3. Mahnung eine Nachreinigung erfolgte, bei mir aber der halbe Urlaub schon rum war