FinReviews of intercom.io

Intercom is an amazing software. It does everything we need in live chat software. There consistently working on adding amazing features all the time and the team is very responsive. Cons: Are intercom bill is through the roof. Every time they release a new feature you have to pay for it. It's never a value add to your current subscription. So we have not been able to take part in all the feature because of that. Our bill has gone from $200-300/mo to over $1500 in a little less than a year. Our bill has gotten so significant because of the way the nickel and dime for new features and their pricing structure we are in the process of finding another solution. We are only looking to for price alone. The software and how it works is incredible

They have giant holes in security. Any user is able to access all products and delete the entire database. Brought this to their attention over a year ago and nothing has been done to rectify it. It would be a great product if they could better handle those bugs.

The product is good and always improving but I'm still upset about the sudden 2-3x increase in price. Had to drop some cool features to keep it at a reasonable cost.

A communication tool with limitations. There are functions difficult to understand (the usage of cookies vs unique identifiers, email automation), others that were bugs (the failure to retrieve a lead from search was reported and took several months to have the fix), others that are limited (lack of private knowledge base, the notes are not searchable or retrievable). The pricing is excesive considering the above.

Intercom is a great tool for managing support chat, automating responses and workflows for sales and marketing, and providing a help center. Although I do think it is a great tool overall, there are many shortcomings. We have made the switch from Zendesk to Intercom, to Drift, and now back to Intercom. Sticking put for a while because of the hassle it takes to start all over. Things I like: Chat Bots Help Center (kind of) We use this to communicate with customers in app, track new and active users, start trial and new user campaigns in app, talk sales on our website, product updates, and support center. Things that I don't like: #1 gripe. Allow customers to embed videos from any provider. Their pricing model is extremely confusing and can change at the drop of a hat - everything says "starting at" but does not mention how it scales - simply says "active user". Not everything needs to be a "new" product. I get charging for significantly different product offerings but then make sure they are ready for production. I love giving feedback and using new products but not at the price point that the tools are delivered at. A 2 week trial is a short time to prove ROI. As the decision maker for our company, I jumped on Answer Bot and Product Tours right away out of sheer excitement. We took both off our plan because of too many product shortcoming around use and analytics to prove ROI. Help Center is a run of the mill center. Gets the job done. No real complaints and no "atta boys" there. Overall, a solid product with high price point and lots of room for improvement. Unfortunately there is not a ton of options out there that "do everything" without having to have 2-3 separate tools.

It's nice that Intercom rolled out a lot of new features recently. However, they really have not addressed some of the shortcomings of their existing features. Their core Messages product has needed a better/ more user-friendly way of editing messages/ there's no easy way to batch delete messages (you need to do it individually). Super nice there are new features but some existing features need love too.

the product is great but: 1) there is no support for rtl languages 2) it is expensive

What you look for in a CRM and tracking software, not a help desk. Way to limited. Zero ticket organisation. Inflated and confusing pricing. Pricing would not be an issue if it had basic ticket functionality(merging tickets, statuses, filtering, etc). Freshdesk is a no brainer in comparison. They offer both chat and real ticketing plus way more for the same price. We're looking to support customers not join some Silicon Valley backed hype campaign. This is not 2005, better competition exists. Some 5 star reviews talk about the company and blog. Really? They're not an educational company. They're suppose to be the best support software out there, and they just don't cut it. Sorry, but I'm not paying for a popular logo, your free blog content or your idea of how we should handle support, if you can't get your core value down. The idea that intercom's ROI higher than the cost just is not our experience. Plus the idea of them staying focused on one thing is also BS because they nail everything else besides support. The idea of not competing on features shouldn't outweigh the value those features can create. 3 stars because if they were anything else they might be worth it.