FinReviews of intercom.io

Completely useless and ridiculously slow at replying The irony that these guys have a support program and their own support chat is one of the worst I have ever used just makes me laugh. They that forever to respond to messages, they are totally unhelpful when they do, and the limited amount of times they do come up with a reasonable response that has been thought about its normally wrong! On top of that they claim they are there for their customers, but I have never dealt with their customer support and not felt like they are just copying and pasting pre written answers. Absolutely no human connection or care whatsoever. I hate dealing with there customer support and do not recommend their service at all.

I feel that given the pretty simple function intercom provide I feel that the functionality is not particular comprehensive especially given the cost of the product and the size of intercom as a business. We have used intercom for the last year and every-time we've contacted their support to ask about a feature we have been left disappointed. We spend around $800 per month and do not receive anything like the value for money you should receive when using a SaaS product. Intercom, you really need to do much more for what you charge both in quantity and quality. Poor show.

The experience was great until you tripled the price.

We used to pay $24.50/month. Then they decided to increase it to $500 with only 30 day notice. Account manager who was supposed to help us (Marianne) is simply there for billing. No help optimizing costs or improving product usage. Great product but unbelievably poor sales & support team. They do not honor old subscription plans and bump you up immediately. Buyer beware.

They are the worst. In the past six months they have increased our pricing model 10 times!!! Unbelievable!! We used to pay 300$ per month and now it's 3k $. They started to charge for each seat and for all users who have ever contacted us. They provide support tool and they are the worst when it comes to support. They may not respond to you for days and once they do - they would just share links to useless KB articles! We had like 6 issues within the past year and none of them was fixed after losing the motivation of wasting my time with their support. They would allow you to use Answer bot and would fake response results to make sure that you enroll for the paid programme and then it brings no value, you just pay money for 10 conversations picket by Answer bot. People if you are considering this tool - please don't. Lookup for any possible alternative

Having used Intercom since the very beginning I was a huge supporter of both the idea and the team as an Irish software business with a great idea taking on the world. I referred them to hundreds if not thousands of online businesses over the years and was a great advocate for their mission. In the last six months however their arrogance in price gouging their customers, attitude to criticism and absolute lack of interest in feedback from their earliest customers who have used the product more than most people on earth is disturbing. I fear Intercom is becoming a classic example of a company pumped full of venture capital that has lost all direction and forgotten what made their offering good. I also suspect they don’t know that their offering was never that great and lacks really fundamental usability. A well designed competitor will blow it clean out of the water at a fifth of the price. We’re moving on and certainly won’t be recommending Intercom to anyone in the future.

Their Features was good, you pay what you get with Intercom. But this time I feel very disappointed with this company. Here is my story: - On 12th Feb 2019 I apply for Early Stage Program and get approved, I got an email like this: "Congrats Johan, We’ve verified your eligibility and are excited to welcome you to Intercom's Early Stage Program. When your trial ends on Feb 12 2019, as part of the Intercom for Early Stage Program you’ll pay just $49 per month for all of our Pro Products and Custom Bots........." Something look strange? Yes, the date look strange, the email I received is on 13th Feb 2019 but my TRIAL ENDS on 12th Feb 2019?? 14 Days Free Trial Ends in -1 Day. What a joke. But I don't easily judge people, I make a search on my email and found that I ever sign up for their Free Trial on 2nd Dec 2018 (Not Early Stage Trial, I don't know is it the same or not) and I cancelled my free trial on 3rd Dec 2018. I got my CC charged for the first time by Intercom for $32.67 at 12th Feb 2019 (I'm okay with this one because I found that I ever sign up for their free trial in December 2018) I use Intercome for 2 days and I cancelled my subscription on 14th Feb 2019 (I HAVE ALSO REMOVE MY CARDS) and I got email like this: "Hey there, Looks like you've canceled your Intercom subscription for your app, Maksimal Indonesia. As a result, you'll lose access to Messages Pro, Inbox Pro, Articles, and Custom Bots on Feb 26, 2019. If you think this was done by mistake, you can restart your subscription here, in your billing settings. If you have any questions, or just want to send along some feedback, please reply all to this message!" What shocked me is, today (13th March 2019) they are charging my cards again for $32.67 after this I will call my bank for fraud payment (I call this fraud because I make a check on my account and I even didn't found my card on my Intercom Billing Page, cause I have delete it before) This is my first time being overcharged for what I didn't use in a Live Chat Company.

Hugely disappointed by customer support and their app lacks the most basic team collaboration features. I just received canned standard support and they did not even try to solve our issues which are generated by their app. Their Articles product lacks very important features. We're a team and the documentation is produced in a collaborative Team effort. Intercom is NOT aware that teams collaborate in such a way when creating docs and articles and so it can happen that author 1, not knowing that author 2 is editing the same article, hits update and overwrites all edits author 2 has added. I am actually SHOCKED! This should be the very first feature you add to such a product. The fact that it's not there just makes me suspect that a whole lot more is NOT there, lacking or missing! Great Organizational Knowledge Management is the basis for delivering great support to customers. Articles, docs and guides are the basis for this. Someone there at intercom must not share the vision that collaboration between team members which in 2019 can be virtual and distributed all over the world is a vital component for a high performance customer support team. Furthermore, the marks of a great quality product is that you've done the thinking for me by creating a situation in which i do not even have to contact any support. Not the case at all here. May i add that ONLY when you did the thinking for me are you permitted to remove yourself from removing all customer feedback systems like you did. Intercom has no Issue reporting systems and customer support is not able to answer and help with technical issues AT ALL. Having said that... You reduce our team to work at a kindergarten level of collaboration where we have to use external tools to ask unnecessary, unprofessional time stealing questions to other team members like: Hey, are you currently editing this article? Can i go in and edit it? You are forcing us to add SOP's to our process because your product is incomplete in the most fundamental way. The following question arises for me now: If they forgot to add such an important feature like an article revisions history and autosave to the articles product what else they forget to add into the app and how many other walls are we going to hit? How much time will we waste not being heard? Until you maybe add a feature, fix a bug or something?