FinReviews of intercom.io

Very good tool, intuitive.. But the test or changes on the bot are still fluctuating too much

Excellent support! I wrote 2 times previously with all positive results. But this time just shows the reason why Intercom is the best customer service/AI tool out there. Support agents are really friendly. Especially, Paul Byrne helped me understand and helped me with a Supabase integration, and also a large widget for my Wix site. Whilst none of those things were in his scope, he did not transfer me; he tried his best. He stayed over 30 minutes past his shift just to assure me and help me. I hope the Intercom admin team really does treasure him, and I really do wish to be in contact with him every time I contact Intercom.

Worst customer service ever. Choose an alternative.

Intercom has invested in 1, A very good product, and 2, a human team that is very knowledgeable and always able to help you with any challenge. They also take initiative by organising live events and webinars that are very helpful. They want you to be successful, and that mindset makes it a great company to work with.

Pricing structure isn't clear and they always nickel and dime for every feature improvement. Costs escalate quickly. They want to lock you in to annual for multi-year contracts all the time and support takes days to respond to inquiries.

Super impressed with Intercom and how they continue to tweak and fine tune things within the software. Their weekly webinars are great to see how we can improve our processes as well as seeing new things that are coming. Our team is continuing to see massive value in using the software, Fin is now taking care of 50% of our conversations and now deploying phone within the software has allowed us to centralize into one platform and make it easier to handle everything.

We recently migrated our main 24/7 support number from Twilio to Intercom, trusting that their platform could handle our essential communications infrastructure. Unfortunately, that trust was broken. Immediately after porting the number, our main support line went completely down — no incoming calls, no workaround, and no real-time resolution. For a company like ours that provides 24/7 phone answering services to other businesses, this was catastrophic. We’ve been in constant contact with Intercom support for over 14 hours, escalating through multiple reps and teams, yet we still have no fix and no reliable timeframe. Every minute our line is down, we’re losing customers, revenue, and the trust we’ve worked years to build. Support staff were polite but slow-moving, and no temporary solution (like call forwarding or port reversal) has been offered. We’re shocked at how unprepared Intercom is to handle a failure of this magnitude — especially for something as mission-critical as phone service. I would strongly caution any business that depends on uninterrupted phone operations to think twice before trusting Intercom.

Features are ok but their support is an absolute mess. Response times are days, the agents do not take the time to understand your query. Unacceptable for business critical infrastructure. The AI tool is progressing well but there is no support in deployment & the platform is extremely buggy - the support team are unable to understand your request. I have wasted days messing around here.