FinReviews of intercom.io

Intercom it's a very useful tool for us. Plenty of good options. But I can't give five stars because some basic functionalities are only available increasing the price. For example: a basic dashboard for support management. If we need more advanced then we will pay for it, but an elementary and basic dashboard for the support team I think must be included on the price.

Great service and platform, amazing staff

I believe the response time is too long when we need to solve a problem. Also, the triage is too messy, sometimes we talk to people who are not even from the area.

Great communication interface! Intercom has been our primary form of communication between us and our clients. We've had a fantastic experience and we're glad to see Intercom's team working hard on keeping up the good work!

Very good tool overall, but overpriced and definitely not without flaws. Thankfully we were given a discount - but even at a discounted price, it's not a cheap offering (especially compared to their competitors).

We were moving to Einstein Salesforce due tu easy integration with our Salesforce CRM. Overall is a good product. But the treatment received by Edya, our account manage was disappointing. We knew that we had to advice a month before subscription end. Our contract was until 15/01/2022. So we can opt-out until, 15/12/2021. Weeks before, we cancelled our suscription within the "Cancel Subscription" button in the Billing page in Intercom app account. After that, we didn't received any transactional email but in this page a message warn about we can't use paid features after 15/12/2021. So we didn't take any action after that. It's true that in 2th december we received an automated email from Edyta reminding about the auto-renewal and offering other products like whatsapp or product tours and asking for more seats. By mistake, we didn't answer this email, so we checked that we opted out the subscription within Intercom app. Our surprise was 16th when we notice that the contract was renewed. We reach Edyta and her response was "I hope you are doing well. The contract has been extended as no termination has been received 30 days before the contract end date. I'm afraid I'm not able to cancel it." We answered that we did it within the app intercom and she answered "I was reaching out to you prior to the renewal date to get the information with regards to the renewal - in accordance with the terms of service, when no termination is received in a timely manner the contracts are extended for the next 1 year. " So... make sure that you send emails and don't do it within the app intercom, you will be prisoner. PS: I sent two emails after this response and we are waiting... more than a week. Bad ways.

Intercom is a great platform to use. I would like to see some more reporting features to make it easier for management, but other than that, I'd recommend this for your daily chatting with your customers. Super easy to use and understand.

I'd give it a 5 but support can sometimes take a while and the pricing model is complex and a bit expensive. But, it is a highly useful and effective product for customer engagement, that's for sure.