FinReviews of intercom.io

Response from FinNov 17, 2023

[Response update] Glas we could help you out Izzet - reach out any time. [Previous response] Hey Izzet, Darragh here, I’m CTO at Intercom and I’ve taken responsibility for our pricing and purchase experience. We're sorry you've had such a frustrating experience. Unfortunately you're not the only person who's had frustrating experiences in relation to buying & paying for Intercom, and we've just spent almost a year addressing many of the problems we've created for our customers, and in the process of rolling out a substantially improved pricing model and purchase experience. Before I get into the details on some of the changes we are making related to points you touched on - I have to correct you, what you mention isn't fraud, it is standard practice in the industry when as a customer you commit to an annual contract, that the vendor will expect them to honor it - I agree it's might not be nice in cases like yours, but it's not fraud - and I'll always aim to support any customer in exceptional circumstance. Another common practice is to have a minimum number of seats to get access to certain plans - while the intention here is to help anchor to typical minimum team size for the feature set, it unintentionally hurts smaller customers who really just need 1 or 2 seats. When we launch our new pricing plan, there will be no seat minimums. Prospects will also be able to buy our Advanced plan via the website, rather than going thru sales, and pay on a monthly basis. Please do get in touch with me ([email protected]) if you’d like to discuss this matter any further, I'd also love to hear the product feedback you mentioned. I have asked our relationship manager to offer you our support package for free, to help you realize the value of Intercom. If you are not interested, we will let you cancel your annual plan early.