FinReviews of intercom.io

We had been using Intercom for a couple of years for chat and were ready to move email and phone to Intercom as well and upping our number of seats significantly. This triggered a contract renegotiation. From the beginning we made clear in writing what our requirements were and the sales person confirmed that the these requirements would be in the agreed upon plan. For whatever reason it was not possible to get a trial of the new plan and therefore I asked multiple times to makes sure that the required features were included. This was all confirmed again. Once the contract was signed and we moved over, the requested feature was not there but turned out to be part of a more expensive plan. I confronted the sales person with this and they apologized for giving untrue information, but was unwilling to provide the agreed upon features and the agreed upon price. When we pushed Intercom to provide the feature set at the agreed upon price they stopped responded. Consequently we moved off the platform. Turns out you can get 90 % of the features at 20 % of the prices elsewhere.

Worst customer service ever. Choose an alternative.

We recently migrated our main 24/7 support number from Twilio to Intercom, trusting that their platform could handle our essential communications infrastructure. Unfortunately, that trust was broken. Immediately after porting the number, our main support line went completely down — no incoming calls, no workaround, and no real-time resolution. For a company like ours that provides 24/7 phone answering services to other businesses, this was catastrophic. We’ve been in constant contact with Intercom support for over 14 hours, escalating through multiple reps and teams, yet we still have no fix and no reliable timeframe. Every minute our line is down, we’re losing customers, revenue, and the trust we’ve worked years to build. Support staff were polite but slow-moving, and no temporary solution (like call forwarding or port reversal) has been offered. We’re shocked at how unprepared Intercom is to handle a failure of this magnitude — especially for something as mission-critical as phone service. I would strongly caution any business that depends on uninterrupted phone operations to think twice before trusting Intercom.

Features are ok but their support is an absolute mess. Response times are days, the agents do not take the time to understand your query. Unacceptable for business critical infrastructure. The AI tool is progressing well but there is no support in deployment & the platform is extremely buggy - the support team are unable to understand your request. I have wasted days messing around here.

The tool is good, but way too expensive for the amount of outages I experience every other week. Perhaps invest a little bit more on infra before going all out on AI?

We were happily using intercom for years in our business. Overtime the price increased but we still saw the value and kept with it until recently when the pricing tipped to a point that meant we had to seriously consider alternatives. Being on a yearly contract we gave ample notice (more than 30 days) to cancel the contract at the end of the period. Their support team (Carlotta) offered alternative options which wouldn't work for us and we confirmed we still wished to cancel. At that point Carlotte ghosted us, never confirmed the cancellation and now our billing on all our workspaces tells us we've automatically renewed for another year. We've downloaded the transcript of our conversation and will be charging back this with our credit card. This is entirely unethical behaviour against small businesses. I wouldn't NOT recommend Intercom.

Possibly the worst customer support experience I've ever had. We are paying $99/mo for several seats and we are getting absolutely zero support. The app is buggy to the extent where it's unusable. Whatsapp chat is confirmed broken due to a bug on their end and they are unable to solve it for days now without giving us an ETA for resolution. We can't communicate with out customers and Intercom is being incredibly unhelpful. Terrible. We are switching to a competitor.

Customer Service is terrible. Firslty I raise an issue during UK hours and get a reply during the night from someone in Austrailia. I then complain that each reply is taking them 6-8 hours and done while I am asleep, so delaying things further. Then I get assigned a person in Europe, and she replied last 5 days ago saying she will be back in touch. They are utterly useless. What makes it worse is we're so heavily invested in their system and it is going to cost us ten's of thousands. Suggest you avoid.