Intercom Reviews 507

Intuitive user interface and features.

One feedback is that when the email subject is big and I type the response, the space to read the email body becomes very small, making it very difficult to read the body of the email. It would be very helpful if you could make it bigger,

Transparent way to add custom responds automatically. The way of sorting the cases is not optimized as well. But globally, it's a good tool.

The software itself is second to none, and the AI bot (FIN) is actually very good. Help centre is great. Slightly confusing trying to follow email streams, and personally I prefer our prior software (helpcrunch) but recognise that Intercom is better in terms of functionality and overall features.

HOWEVER....

The pricing - I must be literally sending the owner's kids through University with my tariff alone, and we're a very small business. With just 5 seats we're paying over $400 per month. By comparison, our previous solution - which was --ALMOST-- as good, was around $165. In addition, we're charged $0.99 for every AI bot answer, and so much is locked down for additional pricing plans. No idea what plans are what, and the joke on their website about transparent pricing is laughable too. Only yesterday we found the AI bot - which we've been using for weeks and have already spent c. $150 on, has been disabled. Asking why, we're told it's suddenly 'not included in the plan' but they're now asking how much we use, presumably to contract us into another year of higher pricing (everything is contracted - it's not pay as you go like *every* other provider).

Overall, I can't stand the company, and I think the salesy approach to it is horrid. BUT, the software is the best in the market.

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.

I had some problems with the intercom. But at the end of the day, they reached out to me, helped me and made me happy. Thank you

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.

Extremely easy to work with, both as a platform, as a company and as a partner.

Have nothing but praise to give them for the ease of use, available feature set and usability.

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

1. If you can find a way to gather all the notes from the same chat in one place, that would be great, so we wouldn't have to be hunting for information in the middle of the chat.

2. Often when I set an action to Snooze, the customer responds and the message doesn’t revert back to Open. It only shows an additional number in the OPEN tab, but the chat doesn’t appear."

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.

Intercom has always been a trusted tool for our CX team.

Intercom is a really powerful and feature rich application. Intercom has allowed us to change how we interact with customers and reduce phones with chat and email transactions to increase our level of output. It has also allowed us to create self help features for our customers. Now we can provide customers with assistance during our off hours.

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.

Ease Of Access

Very user friendly.

Very overpriced and it just simply doesn't work well. We've set everything up properly but still the chat tool only displays for a portion of people who visit the site. It's extremely buggy. We've never had any other chat tool fail to display for visitors in some countries like Intercom does.

Also note - it's almost impossible to actually speak to anybody there. Sent a message 24 hours ago and not a single reply. It displayed as "seen" and then this changed back to "not seen" which is very dodgy. Still no reply though.

Edit 24th August - Intercom reply quicker here than their actual support, and no - they haven't fixed the issue. 8 days after reporting it they've messed us around without providing any solution. We'll be canceling the subscription and disputing the recent bank charges as their app hasn't worked and they haven't provided a solution in over a week now.

I have tried different tools, including Zendesk and nothing can compare to the quality and easy of use that Intercom provides. Yes, it can get very expensive, very fast, but the starter plans are not expensive and later you just pay for what you get.

Intercom is very user-friendly. The only feedback I have is, whenever a new chat comes in, there is a notification sound played. Sometimes, the notification sound plays even when the chat isn't in my inbox and there is no message there.

During the sales process we were promised integration with our CRM (Dynamics 365) but then after signing up found out that it does not exist. But really what makes this one star is Intercom's horrible customer support. Their team takes anywhere from 1 week to over 1.5 months to reply to requests. Additionally, we requested our contract not to auto-renew but they did anyway and will not honor their own terms of service.

I've reported an issue and followed-up multiple times and been patient as well, but I guess my issue would still be lost in the abyss since they prioritize the most important ones before taking on the minor ones - and they probably get a multiple "major" issues a day.

Warning - Non of the features the sales team or website describe is actually included in the £3-4k annual contract, but you'll only find out how limited the included features and functionality is once you sign the contract and get access to the platform. It's then you'll realise that every feature is locked behind a pay wall.

To access each feature it adds about 50% of the initial agreed annual cost to your bill PER FEATURE, of which there and 8-10 features you would want to make the platform comparable with other competitors.

Without the extra features there are free (or very low cost) alternatives that have more features and functionality as standard than come as standard with Intercom.

You could easily spend £7-12k per year on features that you are led to believe are included.

Ironically their customer service is disappointingly slow to reply (if they reply at al), certainly much worse than would be expected from a customer service platform. We won't be renewing.

UPDATE: I have not been contacted by anyone at Intercom despite the promise below. Again, another example of dispassionately poor customer service from Intercom (a customer service platform..).