FinReviews of intercom.io

Non existent support, service or troubleshooting assistance. Relationship Manager non responsive, and no timely response through automated troubleshooting when required. We have experienced shocking issues around inconsistencies in the deployment of Chat Bots, and were also given assurance around features that would be available that simply aren't. Would recommend avoiding if you're scoping for a provider.

We are moving from intercom to a different chat provider after being with Intercom for 5 years. Fundamentally Intercom still charges a lot more than the competition but is no longer the market leader. After I complained that Intercom had wasted 1 month of time stalling us from leaving, they sent an aggressive reply in all capitals! I’m shocked and disgusted at this behaviour from a company. Im cancelling my intercom account and moving to a company that appreciates their long term customers.

We have been using Intercom for several years and unfortunately our account manager has changed every now and then. What happened to me now, I have never experienced in my business life. I was completely wrongly advised during a contract adjustment. I don’t want to go into too much detail here, but at the end of the day I am now paying way too much for my active usage as I always pay for the maximum of my rate. There is no sense at all. Mistakes happen. We are all not immune to that. A polite request for a review by the supervisor was ignored. My complaint is now partially responded to 1x per week, but they don’t even address my argument that the contract states a completely different price than I actually have to pay. My account manager says (quote) “it looks like we had a technical issue when issuing the amendment for you [...] the price list in the amendment is not accurate.” At the same time, however, they want to collect the increased costs of the contract. of course, I would not have agreed to the contract adjustment if I had known about the costs. Why can't I rely on the information in the contract? I am somewhere between confused and frustrated.

To be honest terrible customer service, good product but super over pricing

We were moving to Einstein Salesforce due tu easy integration with our Salesforce CRM. Overall is a good product. But the treatment received by Edya, our account manage was disappointing. We knew that we had to advice a month before subscription end. Our contract was until 15/01/2022. So we can opt-out until, 15/12/2021. Weeks before, we cancelled our suscription within the "Cancel Subscription" button in the Billing page in Intercom app account. After that, we didn't received any transactional email but in this page a message warn about we can't use paid features after 15/12/2021. So we didn't take any action after that. It's true that in 2th december we received an automated email from Edyta reminding about the auto-renewal and offering other products like whatsapp or product tours and asking for more seats. By mistake, we didn't answer this email, so we checked that we opted out the subscription within Intercom app. Our surprise was 16th when we notice that the contract was renewed. We reach Edyta and her response was "I hope you are doing well. The contract has been extended as no termination has been received 30 days before the contract end date. I'm afraid I'm not able to cancel it." We answered that we did it within the app intercom and she answered "I was reaching out to you prior to the renewal date to get the information with regards to the renewal - in accordance with the terms of service, when no termination is received in a timely manner the contracts are extended for the next 1 year. " So... make sure that you send emails and don't do it within the app intercom, you will be prisoner. PS: I sent two emails after this response and we are waiting... more than a week. Bad ways.

Extremely long waiting times for support Makes you wonder? 3-5 days for simple questions, ON CHAT

Awful awful customer service...ironic really considering their software is designed to deliver great customer experience. I have been waiting for 5 days for the answer to a simple question: how much is inbox premium? Which leads me to another issue...the pricing structure is really complex, I am not sure anyone really understands it, even on their side. It almost feels that way by design, to bamboozle you and make it hard to compare against competitors.

Planning to put your FAQs in Intercom? Get ready for zero online visibility then, as this platform is totally missing any useful SEO functionalities. Very basic example: you can't change your metadata independently from the page content. Without doubt, the worst customer support platform I have used so far.