Intercom Reviews 507

I really like the customer service at Intercom! Their own AI agent is pretty good at finding relevant answers and suggesting help center articles. If you need a human support agent, you get connected quite fast and they really try their best to answer your questions based on your unique needs etc. I do want to point out Nathan who has been an amazing support agent as he really digs deep into the issues I'm facing and he's so thorough in his answers. It feels like he gives very tailored answer, not just generic ones, and he writes in a very comprehensible and concise way. Thank you so much Nathan!

Intercom's pricing feels excessive for what it offers. The internal support service is slow, and many of the hyped features don’t work as promised. For example, their AI-powered "Custom Answer" system caused a 10-day disruption in our service, leaving us unable to assist any queries. Disabling the AI restored functionality, but it’s disappointing that such issues arise with a tool that automatically activates a 7-day free trial upon first use.

The guidance provided is unclear, and the user interface constantly changes, making navigation difficult. Furthermore, data export is limited, allowing access to only a small portion of what we need. Pricing is another sore spot—it's not transparent, and hidden costs from add-ons can quickly add up if you’re not cautious. Overall, Intercom has potential, but its current state feels overpriced and unreliable.

I have been using Intercom for 3 years now, and I am genuinly satisfied by the consistency of the platform, that has minimum downtimes or hazards.

I use it to assist customers through my site with the live chat feature they have. And I also use it to promote features and promos for the visitors.

The only downside is that I have to keep cleaning entries up, since I am billed on the amopunt of entries I have, so, sometimes, if i forgot to clean them, it could jump around 50 to 60 dollars, so if it possble to increase the margins so it makes it easier to manage at noral prices.

Other than that I highly recommend it :)

Intercom's onboarding process was smooth and efficient, enabling our team to quickly adopt the platform. They're incredibly receptive to feedback and have consistently implemented valuable improvements based on our suggestions.

The recent platform updates have been exceptional, streamlining our workflows and significantly enhancing customer interactions. Fin, their AI agent, is a game-changer, automating routine enquiries and freeing up our team for more strategic engagement. We've observed remarkable positive trends in our key metrics, a testament to Intercom's effectiveness.

But what truly sets Intercom apart is their vision for the future. Their upcoming releases in the AI space are incredibly promising and will undoubtedly revolutionise the way we interact with our customers.

Overall, Intercom is an indispensable tool for MONY Group. Their team is supportive, responsive, and genuinely committed to our success. We couldn't be happier with our experience, and we're confident that our partnership with Intercom will only grow stronger in the years to come.

Spammers.

I have repeatedly asked them to stop one of their clients from spamming me and no action is taken. Even on the website chat.

The perfect solution if you're a spammer though.

After using Intercom for 6 years, we are in the process of moving away to an alternative. Here are our reasons:
1. The pricing is unpredictable and spiked 4x and will remain so for 3 more months.
2. Not GDPR compliant: we have sent multiple requests to extract our personal data and the request is being ignored.
3. Support does not respond for days.
4. Some of our customers have issues accessing the chat functionality.

Intercom is an incredible product that promotes proactive support, delivered by a company that has yet to grasp the concept. Even when we spent $7K/month on the platform, we were told that we needed to upgrade to get a dedicated support/CSM. Now we're locked into a contract that doesn't suit us, and nobody is available at Intercom to take ownership of the relationship or help us to maximize the value of the platform

Is so keen on upselling its crappy Fin AI agent, that they create fake preview users that answer questions in our customer chat

Furthermore the service is getting slower and more expensive than the product warrents

Probably the worst customer support tools I've ever come across.

Those guys are so deep into all the AI stuff that they simply forget the basics. Every week something is broken: the inbox is broken, every aspect of that so-called "software" is broken.

I've been using Intercom for over 2 years already, and I once attended their Berlin event about Fin.

Those guys probably have no idea how customer support software should work and what features it should have in general.

For example, you won't be able to use multiple communication channels with Intercom because Intercom doesn't understand that a customer can contact us using WhatsApp, Facebook and chat at the same time. So, for the Intercom system, those are three different customers.

Another major flaw is the lack of routing options. Once the chat is assigned to one of my agents and this agent is on break, the chat becomes unassigned and cannot be automatically reassigned to active agents, which is okay for Intercom (but not okay for me).

A lazy agent can easily reassign the conversation to one of their colleagues, and it cannot be restricted.

The pricing is horrible as well. I recently discovered that one of Intercom's much larger competitors is now cheaper than Intercom. What nonsense!

I also can't help but mention that Intercom's API is probably extremely outdated. Maybe this is why there are very few apps that I can install and try. Today I tried to get an API key, and it simply didn't work. Can you believe it? Me neither.

I hope we'll part ways with Intercom by the end of the year.

I almost forgot! Do you know what happened during their latest AI presentation? You guessed it right – the system broke down during the presentation, and it took them more than an hour to bring everything back to normal. What a joke!

My point here, guys, is that before flying into space with all this AI stuff, maybe you should build your rocket properly first? Right now, it seems like you want to go to space with a paper plane.

Love Intercom!

It is one of the absolute best tools when it comes to customer support and success. The proactive options are unmatched in my opinion.

Good for customer support on your website.
Really not great for SEO, and will damage your website. If you link anywhere internally from your intercom support section - all the links will be noopener, noreferrer and do not follow. No 301 redirects. A very odd signal to send to google about your own site.
To make this all worse, it is almost impossible to chat to anyone at intercom - all support queries send you to the 'community'.

Intercom is a great bridge between businesses and customers. Workflows, macros, snooze option is just a few of the incredible features incorporated by Intercom team.

All in all experience is good but just a lil bit delays from the notification and the actual message.

I trusted Intercom for years. But when you investigate the invoices, you will find hidden charges. The best one is where they link pricing to the term 'active users'. In the small print, they write their own definition of 'active users' which includes non-active users from 90 days ago! These are the pricing tactics of true scam artists.

For example, If you have 200 chats this month with no other messages sent. But you sent 1 email campaign 90 days ago to 5800 people. They will charge you the rate for 6000 'active' users for the current month.

Buyer beware, as it is very difficult to stop using Intercom once you have integrated into your business.

We have finally decided to bite the bullet and move to another tool at less than 20% of the cost.

Use to use the product but the charges for this platform is super outrageous. These guys use to be fair with their pricing but now they want to rip you off for every API request.

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

Intercom is a great tool but their sales practices are questionable. They are not transparent, it's very difficult to understand the actual cost of their services and they do everything they can to charge you extras even when you do not use them. It's a shame that they act this way because they will lose their customer base at some point, considering extra costs can add up real quick and for no reason on the customer's point of view.

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,...)

It was a great experience having and using this type of communication, especially for business purposes. I would like to say that Intercom made it easier for us to do our work faster.

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.