FinReviews of intercom.io

Such as SCAM with their pricing plan changes. We use them for 5 years now and their pricing techniques are shady. They doubled their pricing 'by mistake' and they don't even dare to answer!

The app is a great help for us to get new and help our existing customers. It has increased our Call-to-action a lot!

NOT WORTH THE MONEY If you are a small business or a startup company this company is not for you. They will only cater to multi-million dollar corporations. I signed up for The Early Stage Program (lets you have 'ALL' the bells and whistles at a steep discount) and got accepted the same day. I go and try to set up my messenger for my brands and when you try to set it up it says that feature is unavailable. That is a very key feature in my opinion since my company would be using it on more than one domain and as a start-up, you are trying to get as many quality leads as possible and have an outstanding customer experience. HOWEVER... They do not offer this at all. They make you sign up for more than one plan (plan=workspace) Plus the kicker... They praise the automation is so well, perfect for support, but when it comes down to when you're a customer and use their own product. A day later someone from the Sales department says they can't help me since it is not their department and they transfer me to a different team. BUT instead of just a few moments it took a whole day just to get someone from their team to tell me I have to have multiple subscriptions or have an annual contract with them in order to get the branding messaging. Very, very ineffective, and will be looking for other alternatives as there are plenty out there! The only thing that is cool is the sleek look of it and the chatbot. Buyer beware!

Intercom works great as a communication and resource library tool for DocStation. Our users appreciate being able to get in touch with our support team quickly, and we love the messaging and analytics the platform provides. We'd definitely recommend Intercom.

This review was negative in the beginning, because we had issues communicating with their support. However after posting here they came back to us and helped us solve the situation and been very flexible on the terms of the contract, to finally give us a plan that fits our company stage and financing capabilities - without any negotiation. Last year I could notice some inflexibility so I was quick to post a negative review as I was thinking things didn't change, but it seems to have changed and it is greatly appreciated. Thanks for your support Laura, you changed a negative review into a very positive one and won a loyal customer.

It does the job, but the system UI is a little bit confusing. Hard to set up bots and manage automated flows. Hard to organize flows so that notifications about chats from various websites, pages and products go to various departments (e.g. Support vs Sales).

EDIT: It's funny how when you leave a bad review, suddenly they wake up and pretend they are reactive. The truth is, once you're on one of their plans, besides trying to upgrade you to a more expensive plan they take days or even weeks to reply, without even solving the issue at hand. How horrible is it to have a good product but such terrible service that you could never recommend it... Intercom has one of the worst customer support teams I have ever encountered. They are very good at selling you upgrades and add-ons, but when it comes to being there for you, helping you and assisting you, it's a ghost town and issues take forever to even get a reply. Replies which most of the time include "pay us for help" or "we can't help you". It's a good tool, but it definitely isn't the only one out there so stay away from Intercom if you think you'd ever need ANY sort of assistance. Oh, and now they changed their typical response time from "2 days" to "we'll reply as soon as we can"... How laughable is that for customer support? Good product but incapable and unresponsive support team = stay away from this unless you have your own IT guy / lady who can do everything himself / herself easily. @Intercom Team - don't even bother replying to this to pretend you're being reactive - you've lost another three paying customers with your lack of professionalism and trying to force-feed your upgrades down our throats. Goodbye.

It would be very nice if we could react with smiley's to a customer message (like messenger when we can put a thumb up or a heart to a message). Sometimes, customers say to us : "wait, I will do what you ask" and it doesn't need an answer, but it'll be nicer to show them we are waiting by reacting with a little thumb up (and not a big one as a message) to their messages.