FinReviews of intercom.io

They live what they promise and have amazing support

We used to pay $24.50/month. Then they decided to increase it to $500 with only 30 day notice. Account manager who was supposed to help us (Marianne) is simply there for billing. No help optimizing costs or improving product usage. Great product but unbelievably poor sales & support team. They do not honor old subscription plans and bump you up immediately. Buyer beware.

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.

This is one of my favourite companies and products! Really perfect; customer support is quick and on point, the product is so powerful and easy to use. It just works how you'd expect it to. I see some negative reviews here, I can only imagine they are about price. Sure Intercom does cost money, but you get what you pay for, our company makes software and if we can come close to the quality of Intercom I'd count that as a success! Sometimes I think Intercom is listening in on my phone calls because they just constantly release perfect features and changes that we need and they work exactly as I'd expect them to! From listening to their podcast, it's really obvious that this company listens to their customers and the industry. From the features that they release it is super clear they act on this feedback. Seriously have never found a product or company that I could recommend more!

They are the worst. In the past six months they have increased our pricing model 10 times!!! Unbelievable!! We used to pay 300$ per month and now it's 3k $. They started to charge for each seat and for all users who have ever contacted us. They provide support tool and they are the worst when it comes to support. They may not respond to you for days and once they do - they would just share links to useless KB articles! We had like 6 issues within the past year and none of them was fixed after losing the motivation of wasting my time with their support. They would allow you to use Answer bot and would fake response results to make sure that you enroll for the paid programme and then it brings no value, you just pay money for 10 conversations picket by Answer bot. People if you are considering this tool - please don't. Lookup for any possible alternative

Having used Intercom since the very beginning I was a huge supporter of both the idea and the team as an Irish software business with a great idea taking on the world. I referred them to hundreds if not thousands of online businesses over the years and was a great advocate for their mission. In the last six months however their arrogance in price gouging their customers, attitude to criticism and absolute lack of interest in feedback from their earliest customers who have used the product more than most people on earth is disturbing. I fear Intercom is becoming a classic example of a company pumped full of venture capital that has lost all direction and forgotten what made their offering good. I also suspect they don’t know that their offering was never that great and lacks really fundamental usability. A well designed competitor will blow it clean out of the water at a fifth of the price. We’re moving on and certainly won’t be recommending Intercom to anyone in the future.

Their Features was good, you pay what you get with Intercom. But this time I feel very disappointed with this company. Here is my story: - On 12th Feb 2019 I apply for Early Stage Program and get approved, I got an email like this: "Congrats Johan, We’ve verified your eligibility and are excited to welcome you to Intercom's Early Stage Program. When your trial ends on Feb 12 2019, as part of the Intercom for Early Stage Program you’ll pay just $49 per month for all of our Pro Products and Custom Bots........." Something look strange? Yes, the date look strange, the email I received is on 13th Feb 2019 but my TRIAL ENDS on 12th Feb 2019?? 14 Days Free Trial Ends in -1 Day. What a joke. But I don't easily judge people, I make a search on my email and found that I ever sign up for their Free Trial on 2nd Dec 2018 (Not Early Stage Trial, I don't know is it the same or not) and I cancelled my free trial on 3rd Dec 2018. I got my CC charged for the first time by Intercom for $32.67 at 12th Feb 2019 (I'm okay with this one because I found that I ever sign up for their free trial in December 2018) I use Intercome for 2 days and I cancelled my subscription on 14th Feb 2019 (I HAVE ALSO REMOVE MY CARDS) and I got email like this: "Hey there, Looks like you've canceled your Intercom subscription for your app, Maksimal Indonesia. As a result, you'll lose access to Messages Pro, Inbox Pro, Articles, and Custom Bots on Feb 26, 2019. If you think this was done by mistake, you can restart your subscription here, in your billing settings. If you have any questions, or just want to send along some feedback, please reply all to this message!" What shocked me is, today (13th March 2019) they are charging my cards again for $32.67 after this I will call my bank for fraud payment (I call this fraud because I make a check on my account and I even didn't found my card on my Intercom Billing Page, cause I have delete it before) This is my first time being overcharged for what I didn't use in a Live Chat Company.

Hugely disappointed by customer support and their app lacks the most basic team collaboration features. I just received canned standard support and they did not even try to solve our issues which are generated by their app. Their Articles product lacks very important features. We're a team and the documentation is produced in a collaborative Team effort. Intercom is NOT aware that teams collaborate in such a way when creating docs and articles and so it can happen that author 1, not knowing that author 2 is editing the same article, hits update and overwrites all edits author 2 has added. I am actually SHOCKED! This should be the very first feature you add to such a product. The fact that it's not there just makes me suspect that a whole lot more is NOT there, lacking or missing! Great Organizational Knowledge Management is the basis for delivering great support to customers. Articles, docs and guides are the basis for this. Someone there at intercom must not share the vision that collaboration between team members which in 2019 can be virtual and distributed all over the world is a vital component for a high performance customer support team. Furthermore, the marks of a great quality product is that you've done the thinking for me by creating a situation in which i do not even have to contact any support. Not the case at all here. May i add that ONLY when you did the thinking for me are you permitted to remove yourself from removing all customer feedback systems like you did. Intercom has no Issue reporting systems and customer support is not able to answer and help with technical issues AT ALL. Having said that... You reduce our team to work at a kindergarten level of collaboration where we have to use external tools to ask unnecessary, unprofessional time stealing questions to other team members like: Hey, are you currently editing this article? Can i go in and edit it? You are forcing us to add SOP's to our process because your product is incomplete in the most fundamental way. The following question arises for me now: If they forgot to add such an important feature like an article revisions history and autosave to the articles product what else they forget to add into the app and how many other walls are we going to hit? How much time will we waste not being heard? Until you maybe add a feature, fix a bug or something?