Marjorie L.
Very upset with the support response delay..
I have been waiting almost a week to receive a response regarding a critical problem that we've encountered with Intercom. Unfortunately, the chat is the only channel that exists, and even after I've sent many messages, I have yet to be assisted. To me, this is highly unacceptable coming from any SaaS company - but even more so, from a support platform. This is nothing against the employees themselves. I understand that they must be pretty bummed about always having to deal with unhappy customers. But clearly, however, Intercom is taking its customers for granted by not providing enough support to provide for the demand.
Response from FinOct 7, 2020
Hi Marjorie, I'm Kate and I work on our Customer Engagement team here at Intercom. I'm very sorry to hear you've had this experience, and I will make sure to bring it to the attention of Kaitlin who leads our Customer Support team here. (She's respond herself but is currently on annual leave). Firstly, I've found your conversation in Intercom and can see the issue you have reported and I believe this recent conversation in our community forum will help you: https://forum.intercom.com/s/feed/0D52G00004WyLxFSAV While we don't currently offer realtime support, and you may see some longer response times depending on your subscription as our team navigates the changes and challenges going on in the world, we'll never leave a customer hanging and sounds like we let you down here. We are still very serious about providing a quality support experience and understanding where mistakes are made so we can prevent them from happening again, so thank you for bringing this to our attention. Kate