FinReviews of intercom.io

Intercom does everything we need, and more! Providing chat support, directing customers to help articles, and automating things like creating tickets and responses.

The supposedly giant of customer support has no customer support. They don't have a phone line, and their "live chat" takes 7+ hours to get a response. Sometimes its crucial and you just need to get something done. Bloody waste of time.

Amazing app and great integration. Thank you Max for all your patience and help. You were great.

The Live Chat Widget is okay, nothing to write home about, but their billing process is ferocious and lacks a moral compass. After going beyond the free 14 day trial and submitting my payment details, I was too slow at deciding on upon a package and too slow at cancelling my contract. However after 2 months I did cancel my contract because their platform didn’t work for my business. Despite my cancellation, Intercom proceeded to charge me a full year upfront (best part of £800) even when I had not selected a package. I’ve requested a refund on the 10 months that remain but it has been denied. Therefore Intercom are now benefitting from 10 months of free income from me and are not willing to discuss a refund. Intercom will of course reply to this review stating they were within the terms of contract and how I didn’t cancel my contract. That’s not my grievance…..my grievance is that they have no moral compass towards their customers and appear to relish taking advantage of customers by benefitting from my annual payment despite me cancelling the subscription. That’s probably a big reason why they generated revenues of $200m in 2021. I hope Intercom enjoy my free money and spend it on developing their customer services.

Intercom gives us so much user insight and opportunity to test and trial new features and products with our clients

This tool was a good few years ago. Now it is just a complicated mess with 100s of features but none are usable.

Great and easy UI, one note is that if the team could find a way to better utilize the "Mentions" section. Kind of hard to keep track of who is mentioning and when, and if I've followed up on those mentions. Maybe keeping it highlighted until I have responded.

Super complete tool and fast answers from support team!