FinReviews of intercom.io

Response from FinAug 15, 2023

Thank you for taking the time to leave us this review Alex, and for your candor here. This is most certainly not the experience we aim to offer so I have sent a request for more information from you to help me look into what happened here. [Update: I believe our team has located your query and you're now in touch with Neil who will help you get to the bottom of this strange behavior.] Kate (Intercom, Customer Advocacy)

Response from FinAug 2, 2023

Thank you for letting us know about your experience Keith - it is not in line with the service we pride ourselves on offering our customers. Because of this it has been flagged at the highest level with both our Sales and Support leaders who are looking into the details on our end. You can expect someone from the team to be in touch. While feedback like this is always really hard to hear, it's so incredibly helpful for us as it means we can investigate what happened in each scenario and identify any issues with our processes - thank you for that. Kate (Intercom - Customer Advocacy)

Response from FinJul 21, 2023

Thanks for taking the time to let us know about your experience Von. I've reached out via Trustpilot for more info so i can look into your issue on my end and make sure we get back to you with an update. We treat any product bugs seriously so I'm sorry to hear you have not felt this in your case. Thanks again, Kate (Intercom, Customer Advocacy)

Response from FinJul 21, 2023

Hi James, Thank you for taking the time to leave us this candid review. Our pricing and packaging is something we're actively reviewing and so all feedback is extremely helpful. I've made sure to pass this directly on to the team involved and have also reached out to you via Trustpilot for more info to help us investigate your experience. We don't ever aim to trick users into using or paying for our software, one of the reasons we provide a cardless free trial. Thanks again for letting me know about this, Kate (Intercom, Customer Advocacy) Update (2 Aug): Hi James - I requested more info from you via Trustpilot so we could locate you in our system. Did you not receive the request for information notice from Trustpilot? It looks like I cannot resend so please write in via the messenger and ask for Kate on the customer advocacy team and you'll get through to me. Update (18 Aug): Thanks for writing in to the messenger James - I believe various members of the team are now in touch with your regarding your original issue as well as gathering feedback about your experience. Thanks again for your patience on this, it really shouldn't be this messy so thank you for helping us get to the bottom of it so other customers don't have to!

Response from FinJul 6, 2023

Hi Quentin, thank you so much for leaving this review and flagging your experience with us. I've found your conversation and am looking into why you did not receive a response as it's certainly not usual behaviour on our end. This is a matter of priority for me so you'll hear from one of the team shortly and I'll update this response too. Thanks again for flagging this and apologies for the frustration caused. Kate (Intercom - Customer Advocacy) [Update 11 Jul 2023] Hi Quentin - you should now have heard back from our team now as they're keen to jump on a call with you. Looks like your message fell through the cracks when a team member left, which shouldn't happen. Thanks so much for flagging this as it will help us review the process and make sure this doesn't happen again.

Response from FinJul 3, 2023

Thank you for leaving us this review - it's certainly not the experience we aim for so I'd like to look into this and find out what happened. I've sent a request via Trustpilot for more details from you so I can track this down in our system. In the meantime I'll flag this with our billing team so they're aware. We'll get to the bottom of this, and I really appreciate you letting us know! Kate (Intercom - Customer Advocacy)

Response from FinMay 12, 2023

Thank you for leaving us this candid review Daniel. I'd like to learn a bit more about your experience as it certainly doesn't sound like the type of experience we aim for. We want to ensure pricing reflects the value you see from your products and that you also have a great service experience throughout. I've reached out to you via Trustpilot for more information so I can look into this in more depth. Thanks again for taking the time to write this, Kate (Intercom, Customer Advocacy)

Response from FinMar 14, 2023

Hi Sam - thanks for taking the time to leave us this review and letting us know about your experience. I have found your open conversation with regards to your billing query and have escalated it, although I do see notes to say we're waiting for your account team to come back online as they're based in our APAC region. If this is urgent and you cannot wait for a response please do let us know in that thread. I really appreciate your feedback on the interface - I know this is something our team are working on right now so I will make sure to share your feedback with them too. Thank you for being so candid with your message - we always want to hear from our users and ensure we meet your expectations so this is extremely helpful. Thanks again, Kate (Intercom, Customer Advocacy)