FinReviews of intercom.io

Poor interview process, do not get back to you unless you reach out yourself. Nice way to leave candidates hanging!

We used to be fan of Intercom. We're now still using Intercom for our non-profit but will have to change soon. Their support is really slow and inflexible. They change pricing from a day to the other without consideration. So be mindful, they have no consideration for their users, it's just really about money! EDIT: No one from their team ever reached out (obviously) Recently we've also had more issues with them (pricing changing with no warnings,...)

Charging outrageous amounts for tools that are needed in small companies, and the platform is full of glitches, malfunctions, slowdowns, if I found something better for my company I would absolutely move right away. Plus, the android app is simple rubbish, unusable. The response from Intercom is generic, does not engage the exact things I'm pointing, they're crazy charging what they're charging and not offering modular ways for clients to build their own plans, as I might need some stuff from the expensive plan but not the remaining 98% of features. They're simply blindly hungry.

I don't deny that Intercom is a valid solution and certainly it has value, but I believe its confusing pricing system makes it way overpriced. Main reason of it is the fact that Intercom develops tons of different features which obviously might be useful to some, but useless for others. There's no way to choose what to adopt however, meaning you might end up paying for something you don't even use, neither Intercom tries to prove its value with some proactive support or coaching. The support Team seems to be as confused as their customers as I was offered a subscription that is not even current anymore. It does feel like a service you would receive as a consumer, rather than a robust add on of a service provided to businesses. We're now trying to change subscription but we're stuck since 2 weeks either because Intercom changes their pricing system, or because the process of changing subscription is far from being simple, or because the support team seems to be rather more focused on closing the chat instead of solving the core point raised since day 1. It is way easier to close the account and move to a competitor and this is rather what we're currently considering.

Intercom has many great features, but they are all shadowed by their horrible rating system! As an agent, irrelevant bad ratings can't be changed or removed, and even if the user decides to change a rating, but they happen to have added a comment along with the rating, it can't be changed. And customers using email won't be able to change a rating once it's made. I'm not exactly sure how this inability to edit ratings will maintain the integrity of the rating system, it doesn't make sense. I like using Intercom, but the rating system is irritating, and it doesn't distinguish whether the user is dissatisfied with the product, the policy, or the support. Any bad rating reflects on the agent's profile, which is very unpleasant and affects the agents' experience and how they interact with customers. -------- Update to reply to Inercom's reply. Kindly note that this isn't an issue about reports or data, it's about the agents' morale which is affected by the irrelevant ratings they receive. Again, this issue is making my experience using Intercome really unpleasant. Please note this issue has already been reported to you several times. I saw a post on your community forum about the exact issue from a year ago, and one of your employees advised that you're aware of it. This is the worst thing about my daily job, using Intercom. I really don't like it just because of this issue. If you're considering using Intercom for your company, you need to either disable reviews if possible or disregard Intercom. I just can't get over this issue, it's irritating me on a daily basis.

One of the most unhelpful and lazychat support I've come across. And/or they're overworked and don't have enough advisors? Out of 3 years using intercom and countless interactions with their CS Team, I'd say only 2/10 the support is actually helpful. The rest of the time so 80% of the time, they ask you do do more steps/tests which they can absolutely do on their end but they just won't move a finger OR will ask things to give themselves more time it seems. Things like ' Can you please authorise access to your workspace ' when access has already been granted before for a whole month and they just didn't bother to check. Plus this lazy answer arrives pretty much 4 days after the initial query. Instead of an answer, a solution, you only get a short unhelpful fake- friendly reply asking you do do the troubleshooting they should do on their end. I have reached the level of being fed up enough to write a review on my lunch break.. says it all. Also, can't count the number of barely helpful new features and 0 progress on things that would make so much more sense: when will an emoticon reply to a banner trigger a chat notification for our support advisors and/or open the chat for the customer to contact us. We can ask how they feel: thumbs up, thumbs down or else but that doesn't trigger anything next for them or for us, meaning the only way next to reach out is to check the page that sums up the reactions : time consuming and inefficient for all. Also loved the time a marketing manager contacted me to provide feedback via phone call, couldn't make the proposed time so offered another one and he never replied.. Additionally, it's been about 2/3 months that all replies start with a blurb on how ' they're experiencing some longer response times at the moment, which is out of the norm for them, very sorry ' etc. leaves you wondering what is their management / HR team doing so that all advisors have to put this when they start a message. Maybe that's why their CS team plays this unhelpful ping pong game with the clients: just so they have some time to resolve older queries. Unfortunately have known the kind of greedy company who doesn't help their own staff by hiring more and instead just ask them more. If that's what is happening I really sympathise. Oh and btw my company has considered leaving Intercom earlier this year for different reasons still having a failing CS really doesn't help your case

Customers can privately reply to your personal email from intercom and upon raising this with intercom - they said that this is completely normal for customers to be able to grab everyone in your companies internal email handle. Shocking. EDIT 26/09: Have reached out via chat as you stated and no one in the company can connect me with you.

super bad developer experience. this is the worst experience that i had for a software that we pay over 1000$ a year. In this price range, i expected to get proper customer support (they get back to you "in 24h"). They are literally in the customer support business and they show you how it's SHOULDNT be done. The dev side is buggy and glitchy, and there is no one to talk to. absolutely disgraceful. Hope a true competitor comes up soon so we can switch.