FinReviews of intercom.io

Let's be honest their product is good but it is now very expensive and they don't care about their customers. We used their product for years and were paying several thousand USD per year, they started first to change the way they display their logo, making their auto-promotion even more visible that the conversation box. Then they changed their price structure without real prior notice and giving us only 90 days to move out or accept. The price of the app more than doubled. At the end we had a less effective product at more than 2 times the price. After contacting them they basically refused to do anything significant. They say they care about their customers but it is not true, they only care about the money they can get from their current customers as they know it is a pain to move out. I would not recommend to start working with them.

We have two issues with intercom: 1) When we set campaigns to stop at a certain date, they do not - with test accounts they continue to display untel we delete them.This makes it hard to track past campaigns. 2) We cannot capture much user data from our platform because Intercom will not sign our Supplier Data Protection Agreement form.This makes segmentation extremely cumbersome and hard to perform.

Long time customer, very expensive for what you get - not a lot of room for customization. The fact you can’t set clicks as a Goal for messages is just inferior to most other products out there. Hope to see more value added for customers in the future (without just simply up selling us in your new offerings).

Their recent "smart" search algorithm is complete crap, they have a stupid tendency of releasing new features without any notification and braking system on the way. Great tool for unreliable work

The software is good in general but I give it 2 stars because it has caused me problems. I am developer but once a week I have to be on 2nd level support, i.e. the support guy passes me the issues and bugs that arise and I have to solve them, but most of the times I do not get any notification, I am programming and do not notice they are calling me until they do by phone and it is to tell me to attend Intercom, this has caused me problems because it seems as if I was not doing my job, but it´s because of the notifications. What I do is I put my phone at my side and downloaded the app, sometimes I get the notifications there and sometimes not. Also, to see if I have a message in mentions I have to reload the page even if I am seeing the screen.

It's very sad to see companies like Intercom who get investment from VCs are forced to increase revenue at whatever ways, like confusing customers with billing, charging for every little feature, increasing prices every X years and etc., instead of focusing on their customer's success, as this is only way for successful and sustainable business. The worst part is that they charge you for every registered user, also leads who has contacted you, although increase in number of users and leads doesn't align with increase in revenue in most startups, and this is bad pricing model. So monthly payment will increase exponentially unless you manually delete users and leads, which you can just forget sometimes. Overall, it's good product with great features, but there's nothing special for this pricing.

Intercom is a good product - now productS, actually too many products to navigate at this point. All new features are packed into a new product for which - of course - you have to pay extra. So don't expect any improvements in the product you are subscribing to because for them that is revenue lost - instead, they will introduce something new and charge you extra for it. And the pricing grows exponentially the way you grow as well - better to have a dedicated intern or someone to keep track of the cost and cleaning all empty "leads" that sent you a message on Intercom as these are charged as well, no matter how useless they are. At first you are excited when you adopt Intercom - you don't pay extra for the agents like with Zendesk or other tools, "just" for the contacts - but this will get you sooner or later and it is extremely difficult to clean up the lists, delete etc. and to keep track of this. I used to be a Net Promoter of Intercom with 10/10 recommendations 3 years ago but now we are looking for a replacement as the core product they started with hasn't improved, instead, it split into multiple products for which you have to pay hundreds of dollars each month. Intercom knows that in general consumers are busy and are not able to clean up their accounts so the pricing, however wrong it is, is not likely to change as they would be giving up free money from stupid consumers (yes, us included). I would not recommend Intercom anymore, if you can look elsewhere, there are now many good companies that are doing the same thing with a reasonable price and not with new products every quarter to squeeze you for even more dollars.

Intercom is touted as a great support platform. But it's hindered by its core focus on leads and conversions. Their support platform 'Inbox' (formerly Respond) lacks simple functionality that's present in every other platform out there: Merge duplicate conversations? Nope. Open a new conversation with a client that's not on Intercom yet? Nope. (You need to import them via CSV first?) It's also heavily restrictive. You need to conform to Intercom's way of thinking for everything which doesn't always translate for all use cases. It seems like the support platform was built as a way for Intercom to provide support for their customers. They have decided to offer it as a service too. On the sales and leads side, it's great, apart from some flaws with segment filtering: Segments can either match ALL filters or ANY filters. E.g. You cannot filter users who signed up over 7 days ago who have purchased addon 1 or addon 2. This would need to be split into 2 separate segments. All the new features they have been releasing of late are all leads and qualification related. No new support features have been rolled out since we began using Intercom early last year. All in all, for the excessive cost per annum, I do not feel it's worth it if you are hoping for a great support experience. And with the pricing, be mindful, if you end up going over your limit by 1 user you instantly get billed for a further 500 users for the remainder of your contract, with no opportunity for a credit. This could be up to a $200 additional charge if you're not careful.