FinReviews of intercom.io

Intercom's pricing feels excessive for what it offers. The internal support service is slow, and many of the hyped features don’t work as promised. For example, their AI-powered "Custom Answer" system caused a 10-day disruption in our service, leaving us unable to assist any queries. Disabling the AI restored functionality, but it’s disappointing that such issues arise with a tool that automatically activates a 7-day free trial upon first use. The guidance provided is unclear, and the user interface constantly changes, making navigation difficult. Furthermore, data export is limited, allowing access to only a small portion of what we need. Pricing is another sore spot—it's not transparent, and hidden costs from add-ons can quickly add up if you’re not cautious. Overall, Intercom has potential, but its current state feels overpriced and unreliable.

Spammers. I have repeatedly asked them to stop one of their clients from spamming me and no action is taken. Even on the website chat. The perfect solution if you're a spammer though.

After using Intercom for 6 years, we are in the process of moving away to an alternative. Here are our reasons: 1. The pricing is unpredictable and spiked 4x and will remain so for 3 more months. 2. Not GDPR compliant: we have sent multiple requests to extract our personal data and the request is being ignored. 3. Support does not respond for days. 4. Some of our customers have issues accessing the chat functionality.

Is so keen on upselling its crappy Fin AI agent, that they create fake preview users that answer questions in our customer chat Furthermore the service is getting slower and more expensive than the product warrents

Probably the worst customer support tools I've ever come across. Those guys are so deep into all the AI stuff that they simply forget the basics. Every week something is broken: the inbox is broken; every aspect of that so-called "software" is broken. Those guys probably have no idea how customer support software should work and what features it should have in general. For example, you won't be able to use multiple communication channels with Intercom because Intercom doesn't understand that a customer can contact us using WhatsApp, Facebook and chat at the same time. So, for the Intercom system, those are three different customers. Another major flaw is the lack of routing options. Once the chat is assigned to one of my agents and this agent is on break, the chat becomes unassigned and cannot be automatically reassigned to active agents, which is okay for Intercom (but not okay for me). A lazy agent can easily reassign the conversation to one of their colleagues, and it cannot be restricted. The pricing is horrible as well. I recently discovered that one of Intercom's much larger competitors is now cheaper than Intercom. What nonsense! I also can't help but mention that Intercom's API is probably extremely outdated. Maybe this is why there are very few apps that I can install and try. Today I tried to get an API key, and it simply didn't work. Can you believe it? Me neither. I hope we'll part ways with Intercom by the end of the year. I almost forgot! Do you know what happened during their latest AI presentation? You guessed it right – the system broke down during the presentation, and it took them more than an hour to bring everything back to normal. What a joke! My point here, guys, is that before flying into space with all this AI stuff, maybe you should build your rocket properly first? Right now, it seems like you want to go to space with a paper plane.

Не пользуйтесь этим сервисом, логика работы просто отвратительная, получить помощь через него не реально. Мало того что бот перекидывает в справку, мол разбирайся сам, даже если вам дадут возможность связаться с реальным человеком, пока вы будете его ждать диалог автоматически закроется и возобновить его невозможно, надо отправлять новый запрос. Получается замкнуты круг. Худшее решения для обратной связи что я видел

I trusted Intercom for years. But when you investigate the invoices, you will find hidden charges. The best one is where they link pricing to the term 'active users'. In the small print, they write their own definition of 'active users' which includes non-active users from 90 days ago! These are the pricing tactics of true scam artists. For example, If you have 200 chats this month with no other messages sent. But you sent 1 email campaign 90 days ago to 5800 people. They will charge you the rate for 6000 'active' users for the current month. Buyer beware, as it is very difficult to stop using Intercom once you have integrated into your business. We have finally decided to bite the bullet and move to another tool at less than 20% of the cost.

Use to use the product but the charges for this platform is super outrageous. These guys use to be fair with their pricing but now they want to rip you off for every API request.