FinReviews of intercom.io

Ease Of Access Very user friendly.

Very overpriced and it just simply doesn't work well. We've set everything up properly but still the chat tool only displays for a portion of people who visit the site. It's extremely buggy. We've never had any other chat tool fail to display for visitors in some countries like Intercom does. Also note - it's almost impossible to actually speak to anybody there. Sent a message 24 hours ago and not a single reply. It displayed as "seen" and then this changed back to "not seen" which is very dodgy. Still no reply though. Edit 24th August - Intercom reply quicker here than their actual support, and no - they haven't fixed the issue. 8 days after reporting it they've messed us around without providing any solution. We'll be canceling the subscription and disputing the recent bank charges as their app hasn't worked and they haven't provided a solution in over a week now.

I have tried different tools, including Zendesk and nothing can compare to the quality and easy of use that Intercom provides. Yes, it can get very expensive, very fast, but the starter plans are not expensive and later you just pay for what you get.

Intercom is very user-friendly. The only feedback I have is, whenever a new chat comes in, there is a notification sound played. Sometimes, the notification sound plays even when the chat isn't in my inbox and there is no message there.

During the sales process we were promised integration with our CRM (Dynamics 365) but then after signing up found out that it does not exist. But really what makes this one star is Intercom's horrible customer support. Their team takes anywhere from 1 week to over 1.5 months to reply to requests. Additionally, we requested our contract not to auto-renew but they did anyway and will not honor their own terms of service.

I've reported an issue and followed-up multiple times and been patient as well, but I guess my issue would still be lost in the abyss since they prioritize the most important ones before taking on the minor ones - and they probably get a multiple "major" issues a day.

Warning - Non of the features the sales team or website describe is actually included in the £3-4k annual contract, but you'll only find out how limited the included features and functionality is once you sign the contract and get access to the platform. It's then you'll realise that every feature is locked behind a pay wall. To access each feature it adds about 50% of the initial agreed annual cost to your bill PER FEATURE, of which there and 8-10 features you would want to make the platform comparable with other competitors. Without the extra features there are free (or very low cost) alternatives that have more features and functionality as standard than come as standard with Intercom. You could easily spend £7-12k per year on features that you are led to believe are included. Ironically their customer service is disappointingly slow to reply (if they reply at al), certainly much worse than would be expected from a customer service platform. We won't be renewing. UPDATE: I have not been contacted by anyone at Intercom despite the promise below. Again, another example of dispassionately poor customer service from Intercom (a customer service platform..).

this software it's amazing, I'm able to provide fast and complete support to our customers with a lot of cool tools and visualize my metrics