FinReviews of intercom.io

Response from FinNov 13, 2020

Hi there, Kaitlin here from the Support team, I'm sorry to hear your recent experience with our Sales wasn't a positive one. It's important to us that the quote and pricing process be seamless, beginning to end, and it sounds like we missed the mark. I wasn't able to locate a recent conversation for Dyad Apps with Grace so if you'd be happy to drop a message to me via Intercom (just ask the team to be routed to Kaitlin) I'd like to take a look at what went amiss here so we can prevent it from happening again. We do wish you all the best and hope we'll get another shot to discuss how Intercom might support your business. - K

Response from FinNov 4, 2020

Hi Michael, Kaitlin here, I lead Intercom's Customer Support team. I'm sorry to hear you've been disappointed with the quality of our support, the time to reply most specifically. As I've mentioned in a few other comments here, as of late our reply times have unfortunately slowed but we've been working (and hiring!) diligently to speed things back up to the expected turnaround times. That said our reply times do range from a few hours to a few days based on subscription (Premium receives the fastest turnaround time) and nature or urgency of the query. If your account is Premium but you've still been receiving notably slow reply times, please to reach out via Intercom and mention my name so the team knows to pass you along to me, I'll be happy to take a look to improve things going forward. All the best!

Response from FinOct 28, 2020

Hi Vito, Kaitlin here, I lead Intercom's Customer Support team. I'm sorry to hear that our reply times have slowed you down in using Intercom and completing your project - definitely not the type of experience we want to provide. As I've mentioned in a few other comments here, as of late our reply times have unfortunately slowed but we've been working (and hiring!) diligently to speed things back up to the expected turnaround times. These range from a few hours to a few days based on subscription (Premium receives the fastest turnaround time) and nature of the query but we can and will do much better than 6 days. Very happy to connect if chatting through what the future holds here would be helpful to you in making a decision to stay or go, just reach out via Intercom and mention my name so the team knows to pass you along. All the best, Kaitlin

Response from FinOct 24, 2020

Hi Jason, Kaitlin here, I lead Intercom's Customer Support team and am sorry to hear of your experience. Though we have recently had an unfortunate slowing in our reply times (on the mend!) our workflow is to ensure that all customers get an answer and we haven't had a delay up to three weeks so something must have gone amiss here. If you could reach out again via the Intercom messenger and mention my name, I'd love to get to the bottom of this to see what we can do to expedite resolution and ensure it doesn't happen again. Apologies again for the poor experience, certainly not the type of experience we like to provide. Hope to hear from you, Kaitlin

Response from FinOct 24, 2020

Hi Lasse, Kaitlin here, I lead Intercom's Customer Support team. I must apologize as this is actually a product issue we're working on at the moment. Our typical reply time for the startup plan is a few days and we've not been able to customize this in the Messenger so it's setting a poor expectation from the start. It's a top feature request into our Product Team at the moment as we know expectations are key. As I've mentioned in a few other comments here, our reply times recently slowed due to an unexpected spike in volume but we've been working (and hiring!) diligently to speed things back up to the expected turnaround time. Apologies again for the poor expectations and slower turnaround, both should be fixed in the next few weeks. All the best, Kaitlin

Response from FinOct 20, 2020

Hi Daniel - thanks so much for letting us know about your Intercom experience. It's great to hear that we're helping you better connect with your customers and offer new functionality to your users :) Kate (Intercom - Customer Engagement)

Response from FinOct 20, 2020

Thanks for leaving us this review Arjun! Kate (Intercom - Customer Engagement)

Response from FinOct 20, 2020

Thanks Leen! I'll make sure to pass your kind words on to our Support Team :) Kate (Intercom - Customer Engagement)