FinReviews of intercom.io

Response from FinMay 9, 2025

Hi Naota, Bobby here, I lead the customer support team. I read your conversation with Lindsay. It seems like your mind is made up, but if you're open to talking I'd love to help you with our new pricing: 1. I can clarify any remaining questions about the pricing plans. Each seat is a monthly cost. The most advanced features are on the higher costing seats. 2. Then it's "pay-as-you-go" for Fin, email campaigns, SMS, WhatsApp, and Phone. Customers tell us they like this flexibility, and only paying for what they use. 3. Subscriptions for all plans are available month to month. Or annual. It's totally up to you. 4. If you're on a new plan, the Support team first response time is 1-4 hours, Mon-Fri. Let me know if you want to chat, my email is [email protected]. Thanks!

Response from FinNov 11, 2024

Hey Jasson! This is far from the great experience you deserve as our customer. Can we talk? I'm Diego, Director of Engineering here at Intercom supporting the teams looking after our developer products, including the API and Custom Actions. I managed to find some of the details of your issue but would like to learn more about your experience and see how we can support you better moving forward. I'll connect you directly with the team who looks after the product so we can a) take feedback from you and see how we can do better; and most importantly b) solve your issue ASAP. My email is [email protected] – we'll make sure to make things right for you.

Response from FinMay 10, 2024

Sorry to hear this - we'd like to investigate this issue further to ensure we address your concerns appropriately. You should receive an email from Trustpilot requesting more information, including your email address. Our support team will then reach out to you directly to assist you further.

Response from FinMay 25, 2023

Hi Yehonatan - I know this is a serious matter but your witty message still made me chuckle which I really appreciate! I found your conversations in Intercom and I can see it wasn't the experience we would hope for. It looks like you found a very specific issue with our system that caused the difficulties and was clearly frustrating. I've made sure to highlight this issue to leadership in here so that no other customer has to face this same complication in future. Thanks for flagging this and I hope the rest of your week goes smoother! Kate (Intercom - Customer Advocacy)

Response from FinNov 19, 2021

Hi Mo, Thanks for taking the time to leave Intercom a review. I'm sorry to hear you aren't happy with us as a platform. We've tried to create a pricing model that shows the value of our product for customers while allowing for both our companies to succeed but know that this won't suit everyone. I'm sorry for you feel that everything is a supplement charge. We try to reply to all queries, depending on the nature and account, within 2 days but know this isn't always the way. We've had a few weeks where our support times weren't where they should be but are working on processes to help improve this - hopefully next time you need our help you will see this. We really value all customers and hope that you continue to be one of Intercom's and not switch to a competitor. Thanks, Eabha (Customer Engagement)

Response from FinJul 1, 2021

Hi Maddy, I can see that Peter has been in touch with you to help you find the best option here and had previously been speaking with your colleague about upgrading. I'm sorry to hear you've experienced a delay in getting a response and I'll make sure to flag this with the team so we can look into it. Thanks again, Kate (Intercom - Customer Engagement)

Response from FinMay 26, 2021

Hi Luke, Thanks for taking the time to review Intercom. I've reached out to you via Trustpilot to help me look into your experience a bit more. We aim for a few hours to 2 business days to be the maximum wait time for a conversation first response, depending on your subscription and the nature of the query (i.e. topic and urgency). It sounds like this isn't the experience you've had so I'd definitely like to find out what's happened here. Thanks, Kate (Intercom - Customer Experience)

Response from FinApr 23, 2021

Hi Chris, I appreciate you leaving such an honest review about your Intercom experience and I'm sorry to hear that you've been frustrated with our plans and service. As you mentioned our Early Stage program is specifically for start-ups and allows businesses to access all of the main Intercom features for a 90% reduced rate in order to give you the best shot to scale within that year. I'm sorry to hear that you were disappointed this only includes one workspace and will look to make that more clear in our documentation as we certainly don't mean to mislead folks. When it comes to our level of support, as with all companies, response times are dictated by current conversation volumes as well as plan levels but we always aim to get back to you as soon as possible. I'll flag your feedback with the leadership team on this. It sounds like Intercom and our Early Stage program may not be the best fit for you at this time, and we really do appreciate your feedback on this. If this changes in the future our team will be at the other end of the messenger to chat through your options. Thanks again, Kate (Intercom - Customer Engagement)