FinReviews of intercom.io

What’s this new trend with Software companies not listing a phone number? They are completely unaccountable for their actions and can block you from receiving support on a whim. I e-mailed a member of their support team about the abuse and misrepresentation of their product on the website Freecash.com who are allowing humans to draft their entire reply using Copilot with their only contribution being to tap the send button. This is, of course, no different than an AI replying on it’s own. He didn’t seem too concerned with this and I’m almost certain he didn’t even look through any evidence I sent him nor did he ask if I could provide more (I can). Furthermore, I was put into contact on their live chat feature with a member of the Intercom Chicago office inquiring the same and he kicked me out of the messenger after ignoring my question for 30 minutes. Edit: I am in the right place as these experiences were with your own support agents. Also, the way I see it, you are responsible for every client that uses Intercom software and does not list a phone number for accountability as this should be a prerequisite of doing business with you. Now, kindly respond to my support e-mails, or be exposed as a company that cares more about the next sale than ethical uses of your software.

it breaks ALL the time and support is useless. i've been a client for many years as an agent and the head of support, and i've had EVERYTHING going wrong in this time: their workflows regularly make errors, some of their reports don't have necessary filters, making them useless, don't even get me started on fin... but i understand, it's a complex product, things can go wrong sometimes. but their support just pisses me off to no end. i've had two bad issues recently: 1) a critical vulnerability that reveals PERSONAL EMAIL ADDRESSES of the team to clients!!! i've reported it more than a month ago, and they just give me empty promises and do NOTHING to fix this personal data leak! 2) i can't archive a ticket type because it has some invisible connection to something that doesn't exist anymore... they promised to delete it on their end, and guess how much time they think is acceptable? WEEKS this is so far out of the field of being acceptable that i don't even know what to say. i feel insane describing this. they can't possibly think this is okay, can they?

We've been customers of Intercom for almost 4 years now, and I couldn't regret more the decision to join Intercom. Customer support is extremely poor - it often takes hours or even days to get a response, and you’re constantly passed between agents who lose track of the issue, forcing you to repeat yourself multiple times. For example, they once blocked our ability to send emails without any warning, and only reinstated it several days later. In another case, one of our developers waited weeks for technical assistance. Pricing is very high compared to alternatives, especially as you grow. Nearly every feature is an upsell, so our bill keeps increasing unexpectedly. While the core product is decent, it’s far from perfect and doesn’t justify the high cost. They lack some integration like native Telegram integration (again, every channel is an upsell, ugh). Fin, in particular, is overhyped - most of its replies aren’t helpful.

We had been using Intercom for a couple of years for chat and were ready to move email and phone to Intercom as well and upping our number of seats significantly. This triggered a contract renegotiation. From the beginning we made clear in writing what our requirements were and the sales person confirmed that the these requirements would be in the agreed upon plan. For whatever reason it was not possible to get a trial of the new plan and therefore I asked multiple times to makes sure that the required features were included. This was all confirmed again. Once the contract was signed and we moved over, the requested feature was not there but turned out to be part of a more expensive plan. I confronted the sales person with this and they apologized for giving untrue information, but was unwilling to provide the agreed upon features and the agreed upon price. When we pushed Intercom to provide the feature set at the agreed upon price they stopped responded. Consequently we moved off the platform. Turns out you can get 90 % of the features at 20 % of the prices elsewhere.

Support is horrendous. Fin is absolutely useless and is far too complicated. Just let me speak to a human?

Intercom has been a game-changer for our business, in particular the Intercom Messenger, its workflows and Fin AI. The tech is solid, and we've been able to achieve an automation rate of over 60% thanks to Intercom. We recommend it strongly as a switch over from Zendesk.

Very versatile platform, with a lot of customization possible. We use it for more than 10k users and it is pretty solid. Obviously, it is not perfect, as any business has its own constraints, but using both Intercom platform and API enables to solve most issues. Quite pricey though.

Intercom Chatbot is the best solution to provide instant support to our customers and release our helpdesk teams from numerous repetitive activities.