FinReviews of intercom.io

Worst customer support I have ever encountered, ever. Oh and Kate, don't bother with your stupid reply of "sorry but we are trying to navigate the challenges in the world". No one cares, Kate. My company is going through the same thing and our customer support is still on par - as our customers deserve. EDIT: Kate was lying btw. She has never reached out to me.

Background: I've been a customer for over 5 years now. The total lifetime value of my account is around $20,000 and this is how I'm treated. I truly love the software, it's integral to our business. But the pricing is rude and inflated and the staff don't care at all about loyalty, LTV or keeping their commitment to you. Although they say all the things that make it sound like they do. If you can avoid it I would try and find alternative software to use unless you're a huge enterprise that can pay thousands of dollars a month. The following is a note of the MOST recent conversation I've had to have with the "senior customer support team". I've been having back and forth correspondence for months now. To Mike Weber, Ivan Favelevic, Jordan De Shon "Another month of being overcharged! Another month of PAYING FOR 30,000 users I don't even have yet! Don't you think when a customer is AS UPSET AS I AM - that you might just - at the very very least, apply the "discount" you so proudly talk about?? Every single month you make me have to come here and beg for what you promised. None of you care a single iota about me as a customer. Despicable. Shocking. Working with your company literally feels like I'm in an abusive relationship with a narcissist. I can't leave cause I trusted the entire infrastructure of my company on the back of a promise that pricing would grow with me, but then you went and got greedy and I didn't grow fast enough (which isn't really true considering I'm being charged for users I don't have) and now every single month I have to SUFFER, while you win. I can't leave cause I can't afford the dev time to unpick the whole thing. And the worst part -- you're totally ok with me having to come and beg you for a 40% back on 30K people I am NOT EVEN MESSAGING or HAVE. Don't you see how totally messed up this is? How does a bill go from between $379-$495 to $1376-1545? but the usage goes up by 1000 people INV00801319 Aug 12, 2020 $1,376.60 INV00769415 Jul 12, 2020 $1,545.85 INV00737452 Jun 12, 2020 $495.85 INV00703259 May 12, 2020 $495.85 INV00668612 Apr 12, 2020 $457.60 INV00636552 Mar 12, 2020 $379.60 INV00604447 Feb 12, 2020 $379.60 INV00571944 Jan 12, 2020 $379.60 INV00539870 Dec 12, 2019 $379.60" I have tried everything for months to get the attention of someone in your organization who actually cares about loyalty and helping meet customers where they are at. I hate that I feel I have no other recourse than to leave a public review. That honestly can't be how you want to do business. I know when I signed up 5 years ago that wasn't the organization I put my faith into. ——— My response to their below reply. It’s clear that you are charging over $1,000 extra and added NO additional value. How can you write a response that says anything about trying to do anything when that fact remains. I really did hope someone would see this that actually cared and was empowered to help. Meeting with a “director” did nothing. Kate, you did nothing. No one at intercom does anything to help a customer. I’m going to submit a complaint to the FTC for unethical business practises. You can’t change someone’s billing from $379 to $1545 and add no extra value. This is completely nuts.

Love the software - but really hate their incremental pricing... and their customer support times are getting horrible. We've used them for 4+ years - and have been getting constantly prompted to upgrade for additional features. Their focus seems to be 'charge more' vs. 'add more features to existing plans'. Customer support is also very slow - 2 days' delay to answer a simple question.

works great but pricing is not affordable for small business or individuals

Great tool! I've been using it for the very complex marketing campaigns and can confirm it is very flexible. I rarely needed a help from development team

Just to be clear, I am a current customer but migrating to another service at the moment. The product is good, the Chat and Email Message works fine, but think twice before integrate your business with Intercom, because sooner or later they will start charging you more and more(my subscription went from ~$200 to ~$700 in 1 month!) and you will be forced to look for an alternative. It's really frustrating the pricing model they have, I can literally pay almost 1 year of a concurrent with 1 month of their service, the features are ok, but has better alternatives. Even in this pandemic times, you would expect better behavior, but they just don't care, they will increase your subscription pricing without think twice. I do not recommend it.

amazing product, outstanding support! if you're looking to truly build relationships with your customers and make them LOVE your company service, intercom is the best way I found to do that. Everything from customized chats, guided tours, integrations with lots of tools, easy setup and amazing customer support... and it's super, super easy to setup. What a beautiful product.

I am very unhappy with intercom. They have charged our account thousands. Clearly have missold the wrong package. (Premium means we can't even change subscription through the interface) I want to be refunded and the subscription cancelled immediately. If I don't hear back and get a full refund within 24 hours I will be canceling the card attached and instructing our solicitor to pursue intercom legally for the $24k to be refunded. Update: Let's hope so, So far been waiting 14 hours for a response from jakie.