FinReviews of intercom.io

Response from FinMar 8, 2021

Hi Stanislav, This is certainly not the support experience we aim for so I've reached out to you via Trustpilot so that I can learn more about your situation. 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). We also match you by geo so once you’re with a teammate it should be a pretty fast response. 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 Engagement)

Response from FinMar 4, 2021

Thanks for leaving us this review Ido. It's great to hear that Intercom is the backbone of your customer relation operation and that you find it so effective to engage and support your users! I'll make sure to pass your feedback regarding product glitches back to the team as we take pride in the quality of our user experience. Kate (Intercom - Customer Engagement)

Response from FinMar 3, 2021

Hi Gareth, Bobby here — I lead Intercom’s Customer Support and wanted to check in (and say thanks!) for your feedback. 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). We also match you by geo so once you’re with a teammate it should be a pretty fast response. We are a bit behind this week but working hard to get caught back up and making adjustments to avoid these misses in the future. I’m sorry if that longer delay was a pain for you and your team. While we believe in chat as a the best, most personal customer experience, each company and use case will be different on using live chat for real time chat vs. asynchronous chat. For us — troubleshooting software — async typically works best, but this is helpful feedback for our Ops and Leadership team to consider. Happy to connect and chat more if you’d like! This survey took time and I imagine you wouldn’t share this feedback if you didn’t care about us getting better, so I do appreciate it. Just write into the Messenger and ask the team to send you my way. Thanks, Bobby

Response from FinMar 3, 2021

Thanks for leaving us this review Lisa, I'm delighted to hear you are finding Intercom meets your needs so well! I've checked in with our Product Education team and they've pointed me towards some great resources (pasted at the end of this message) on Resolution Bot that should help you understand it it more detail. While our Support team can definitely help you find the knowledge you need I would also recommend speaking with other Intercom Customers in our community forum (forum.intercom.com) as you could find more nuanced advice relevant to your industry and business. Our Product Managers also hop in to answer questions there so you can go right to the source :) Kate (Intercom - Customer Engagement) Webinars which cover Resolution Bot: https://www.intercom.com/webinars/how-intercom-saved-400k-with-support-automation-recorded https://www.intercom.com/webinars/provide-instant-resolutions-24-7-with-resolution-bot-recorded Blog post about machine learning and what we learned from building Resolution Bot: https://www.intercom.com/blog/building-resolution-bot-machine-learning-in-product-development/ Help Centre Docs about Resolution Bot: https://www.intercom.com/help/en/collections/2094839-automating-support-with-resolution-bot

Response from FinMar 2, 2021

Update: Hi Hector - I can see that Keith is now helping you out with your conversation. It seems like your query was with a teammate who has since left the team so it may have slipped through the cracks. I'll be flagging this so we can review our processes as this shouldn't happen. Thanks, Kate Original response: Hi Hector, thank you for leaving us this candid review. I'm glad to hear that you've found our product easy and effective and are enjoying the recent updates, but I'm sorry to hear you've found your customer service experience so frustrating - it's certainly not what we aim for. I've checked in and can see your account manager has been in touch yesterday. Jack will be able to help you from here. Thanks, Kate (Intercom - Customer Engagement)

Response from FinFeb 18, 2021

Thanks for leaving us this review Aaron! I've sent your feedback on Series on to the team responsible - it'll be the best start to the day for them so thanks for your kind words :) Kate (Intercom - Customer Engagement)

Response from FinFeb 17, 2021

Thanks for leaving us this review Fidaa! I'm glad to hear you've found Intercom so helpful :) Kate (Intercom - Customer Engagement)

Response from FinFeb 17, 2021

I'm delighted to heard you've had such a great experience with Intercom Gerard. Thanks for letting us know! Kate (Intercom - Customer Engagement)