FinReviews of intercom.io

I am a current user, or our company is rather. Their platform is good, but it is expensive and if you need any support you will have to wait forever, chasing them around—on their own platform!

We <3 Intercom! Super useful for heaps of aspects of our company. Always responsive when we need help and a real team player.

We're a tech vendor who setup a trial of Intercom in September 2019. We were assigned two account managers who run through setting the accounts and bots up. We never signed up for the full service, however, in January 2020 my accounts team informed me that we'd been paying for Intercom on the 25th of every month since September. I honestly felt this was pretty disappointing that both decided to not notify us that this would happen, placing the trial onto a subscription automatically which has amounted to over 1,000 dollars. To add to this, any attempts to communicate with Intercom have led to silent responses or being sent in circles via their online chat.

I'm pretty much on board with the recent reviews. We've been an Intercom user since 2014 for various products. Over that time they continually raise prices on existing plans and give vague reasoning. It would be fine if the product was improving but it feels like it has been stuck for a while. After trialling other products, I can see how much better other products are with automation. What Intercom calls automation is akin to simple newsletter systems a decade ago. Sorry to say goodbye to Intercom but it feels like as a company, they've lost touch with the market or at least just don't care about anyone that isn't a huge company. Interestingly, many of the larger companies I speak to say that Intercom doesn't fit their needs either. So I wonder who their market actually is...

Worst support I've ever received. It just took them 6 days to send me a transcript of my last chat, which I requested during that chat! Prior to that, it took almost a full month for us to have one conversation, which in the end had no resolution because Selam and her manager Pete just stopped responding. They also won't work with you unless you re-sign another 12-month contract. Pricing is also extremely difficult to understand and ridiculously expensive, based on "Active Persons" and calculated on a 90-day average. In the end, we ended up paying over $20k for a $9k contract. Our first year was an awful experience and we already submitted our written notice of cancellation. Unless you're a huge business, you don't need a suite like this. There are tons of other programs that do the same thing with the same integrations at a MUCH cheaper cost. We're already much happier with our replacement product.

We've been with intercom for 7 years on a couple of different businesses, and we've had a good experience with the product - Pricing has increased over that time, it's expensive, but manageable. BUT, like many here, i'll re-iterate that over time, Intercom has let customer appreciation totally fall by the wayside. As one reviewer put it, they simply don't care about loyal customers, you're just another number; strange for a company that is all about customer support. It really doesn't take much. I guess this happens to many companies as they corporatise, it is a shame though, and with many solid competitors now in the market, they are going to start losing those of us they probably consider most loyal. If you're shopping for a new CRM take a good strong look at the competition, pick someone who'll be there for you in the long run.

Embarrassingly slow and unhelpful support for a support company

Similar experience to the customer below, we have just been told that our pricing will increase from $32,747 to $42,792 to “simplify the pricing” and we have to change in 90 days! And we used to pay monthly and for this price we will probably have to pay annually so it’s most likely going to be more expensive than this. What a way to treat your loyal customers! It’s a good product but not worth it for this price. I hope Intercom read these reviews because they will lose a lot of their loyal customer base.