FinReviews of intercom.io

Intercom has many great features, but they are all shadowed by their horrible rating system! As an agent, irrelevant bad ratings can't be changed or removed, and even if the user decides to change a rating, but they happen to have added a comment along with the rating, it can't be changed. And customers using email won't be able to change a rating once it's made. I'm not exactly sure how this inability to edit ratings will maintain the integrity of the rating system, it doesn't make sense. I like using Intercom, but the rating system is irritating, and it doesn't distinguish whether the user is dissatisfied with the product, the policy, or the support. Any bad rating reflects on the agent's profile, which is very unpleasant and affects the agents' experience and how they interact with customers. -------- Update to reply to Inercom's reply. Kindly note that this isn't an issue about reports or data, it's about the agents' morale which is affected by the irrelevant ratings they receive. Again, this issue is making my experience using Intercome really unpleasant. Please note this issue has already been reported to you several times. I saw a post on your community forum about the exact issue from a year ago, and one of your employees advised that you're aware of it. This is the worst thing about my daily job, using Intercom. I really don't like it just because of this issue. If you're considering using Intercom for your company, you need to either disable reviews if possible or disregard Intercom. I just can't get over this issue, it's irritating me on a daily basis.

Extremely easy to work with, both as a platform, as a company and as a partner. Have nothing but praise to give them for the ease of use, available feature set and usability.

One of the most unhelpful and lazychat support I've come across. And/or they're overworked and don't have enough advisors? Out of 3 years using intercom and countless interactions with their CS Team, I'd say only 2/10 the support is actually helpful. The rest of the time so 80% of the time, they ask you do do more steps/tests which they can absolutely do on their end but they just won't move a finger OR will ask things to give themselves more time it seems. Things like ' Can you please authorise access to your workspace ' when access has already been granted before for a whole month and they just didn't bother to check. Plus this lazy answer arrives pretty much 4 days after the initial query. Instead of an answer, a solution, you only get a short unhelpful fake- friendly reply asking you do do the troubleshooting they should do on their end. I have reached the level of being fed up enough to write a review on my lunch break.. says it all. Also, can't count the number of barely helpful new features and 0 progress on things that would make so much more sense: when will an emoticon reply to a banner trigger a chat notification for our support advisors and/or open the chat for the customer to contact us. We can ask how they feel: thumbs up, thumbs down or else but that doesn't trigger anything next for them or for us, meaning the only way next to reach out is to check the page that sums up the reactions : time consuming and inefficient for all. Also loved the time a marketing manager contacted me to provide feedback via phone call, couldn't make the proposed time so offered another one and he never replied.. Additionally, it's been about 2/3 months that all replies start with a blurb on how ' they're experiencing some longer response times at the moment, which is out of the norm for them, very sorry ' etc. leaves you wondering what is their management / HR team doing so that all advisors have to put this when they start a message. Maybe that's why their CS team plays this unhelpful ping pong game with the clients: just so they have some time to resolve older queries. Unfortunately have known the kind of greedy company who doesn't help their own staff by hiring more and instead just ask them more. If that's what is happening I really sympathise. Oh and btw my company has considered leaving Intercom earlier this year for different reasons still having a failing CS really doesn't help your case

1. If you can find a way to gather all the notes from the same chat in one place, that would be great, so we wouldn't have to be hunting for information in the middle of the chat. 2. Often when I set an action to Snooze, the customer responds and the message doesn’t revert back to Open. It only shows an additional number in the OPEN tab, but the chat doesn’t appear."

Customers can privately reply to your personal email from intercom and upon raising this with intercom - they said that this is completely normal for customers to be able to grab everyone in your companies internal email handle. Shocking. EDIT 26/09: Have reached out via chat as you stated and no one in the company can connect me with you.

Intercom has always been a trusted tool for our CX team.

Intercom is a really powerful and feature rich application. Intercom has allowed us to change how we interact with customers and reduce phones with chat and email transactions to increase our level of output. It has also allowed us to create self help features for our customers. Now we can provide customers with assistance during our off hours.

super bad developer experience. this is the worst experience that i had for a software that we pay over 1000$ a year. In this price range, i expected to get proper customer support (they get back to you "in 24h"). They are literally in the customer support business and they show you how it's SHOULDNT be done. The dev side is buggy and glitchy, and there is no one to talk to. absolutely disgraceful. Hope a true competitor comes up soon so we can switch.