Very versatile platform, with a lot of customization possible. We use it for more than 10k users and it is pretty solid. Obviously, it is not perfect, as any business has its own constraints,... See more
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Review summary
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Based on these reviews
Support service is often slow and inefficient. Simple things like make a contract draft or change customer's plan are making so slow and with mistakes like wrong address of the company. Product is gre... See more
Software that keeps on giving. Software and interface is amazing, they thought through every single aspect of the widget and website. Unfortunately, it’s just paywalled with extremely high prices.... See more
Very good tool, intuitive.. But the test or changes on the bot are still fluctuating too much
Company details
Written by the company
We’re Intercom — the AI customer service company helping businesses deliver incredible customer experiences at scale. Our platform combines Fin, the #1 AI Agent for customer service, with our next-generation Helpdesk, a modern workspace that gives support teams the power, speed and intelligence they need. Trusted by over 30,000 customer service leaders and backed by more than a decade of CS experience, Intercom is the leading AI customer service company, helping businesses deliver incredible customer experiences at scale.
Contact info
2nd Street 55, 94105, San Francisco, United States
- team@intercom.com
- intercom.io
3.2
Average
507 reviews
Replied to 71% of negative reviews
Typically replies within 2 weeks
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Would love to see more Doc-centric features
I really love the product but coming from a traditional doc background I'd like to see a few more doc-specific features/functionality.
For example I would like ANYONE in our org to comment on the docs (not edit or post but comment on content that is not yet final or exposed to outside users)
Ability to control the 'link' when I edit or recreate a doc.
Able to assign user levels to incoming users so a portal approach where you can log in to see 2 different levels of content. Should also be able to conditionalize the links so that it is not viewable or clickable in case the main content is exposed to all..
Really do like the product.. : )
31 March 2022
Unprompted review
Reply from Intercom
Hi Geeta - thanks for taking the time to leave Intercom a review and letting us know what features would be beneficial for you and your team! I can see how handy this feature would be, especially as we move to a more collaborative world! I will add this feature request with our product team.
Thanks,
Eabha (Customer Engagement)
Aggressive, misleading and incompetent staff
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.
30 March 2022
Unprompted review
Reply from Intercom
Hi Will, thank you for taking the time to leave us this feedback. It's always hard to hear when a long term customer is unhappy, that's certainly not the experience we aim to provide. I wanted to assure you that this feedback has been noted and escalated internally and flagged with the rep you have mentioned.
If your mind is made up then we are truly sorry to lose your business but will continue to wish you success in the future. If however you feel that Intercom can continue to be a valuable partner please do get in touch with the team.
Thanks,
Kate (Customer Advocacy - Intercom)
Did what I needed, but the UX wasn't fully intuitive
Didn't I give you this feedback last week through another channel?
22 March 2022
Unprompted review
Reply from Intercom
Hi Stephen,
Yes, you probably did! That was more than likely feedback through our NPS survey which is sent out regularly to customers at Intercom! This feedback is used internally to form our product roadmap and feature requests from our valued customers. Leaving your feedback here is more public so people who are assessing Intercom can see from real-life customers what we're like!
Thanks for taking the time to leave us a review and partake in our NPS!
Thanks,
Eabha (Customer Engagement)
Great tool for automations
21 March 2022
Unprompted review
Reply from Intercom
Hi Carmen - thanks for taking the time to leave Intercom a review and letting us know what you like!
Thanks,
Eabha (Customer Engagement)
Easy app
Very handy and fast, has lots of features. I use it daily with virtually no issues. Only downside is that it doesn't beep sometimes
21 March 2022
Unprompted review
Reply from Intercom
Hi Gabriela, thanks for taking the time to leave Intercom a review! I always love hearing from daily users of Intercom :) For the beep sound you can change it if you don't like it (see here on how:https://www.intercom.com/help/en/articles/5099246-can-i-change-the-notification-sound-in-inbox) or else it might be an issue in your settings where you are getting notified of messages that actually aren't relevant to you! You can update this in your settings :)
Thanks,
Eabha (Customer Engagement)
This has become an essential tool for…
This has become an essential tool for our Business, can't think how we would function without it!
18 March 2022
Unprompted review
Reply from Intercom
Hi Robby - thanks for taking the time to leave Intercom a review. It's always great to hear from an advocate of Intercom and that Intercom has become an integral tool in your business!
Thanks,
Eabha (Customer Engagement)
It's really easy to use to connect with…
It's really easy to use to connect with customers by creating series of emails & in-app chat. Love the ability to customize. On top of that, they are really responsive when you need help or simply have a question.
18 March 2022
Unprompted review
Reply from Intercom
Hi Sueann, thanks for taking the time to leave Intercom a review and letting us know what you like. It's great to hear that you are using the customizations and that you have found our team helpful :) They love hearing things like this!
Thanks,
Eabha
Contract adjustment went wrong and it got worse and worse
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.
18 March 2022
Unprompted review
Reply from Intercom
Hi Pascal, sorry for the delay in my reply, I was looking into this with your account manager, Edyta. I can see your issue has now been resolved and you are potentially going into a beta for some exciting launches in the future! I hope that this will make up for what has happened.
I am really sorry that it took a while to sort out and a lot of effort from your side. We really try to do right by our customers and hopefully you can see that now.
Thanks,
Eabha
Reply from Intercom
Hi Noah - thanks for taking the time to leave Intercom a review! It's great that using our platform is allowing you to connect with your workers!
Thanks,
Eabha (Customer Engagement)
To be honest terrible customer service
To be honest terrible customer service, good product but super over pricing
8 March 2022
Unprompted review
Reply from Intercom
Hi there - I'm sorry to hear that you are disappointed with our customer service. At Intercom, we get a lot of incoming enquiries but aim to reply to them all within 2 business days, given the nature of the request. I did some digging into your account and can see that we did answer your message within 1 day but I can understand how the time taken could be frustrating from a customer point of view and is something that we continually try to improve. I can see that you were chatting to a number of different agents including Richard, David and Nicholas to try to solve your enquiry and get the best package to suit your needs. I'm sorry to see that you couldn't find one to do exactly what you needed and have decided not to renew with Intercom - I hope that you will return to Intercom someday!
Thanks,
Eabha (Customer Engagement)
Intercom is the most lively app I've…
Intercom is the most lively app I've used and it is very easy to quickly understand what is happening!
Thank you!
24 February 2022
Unprompted review
Reply from Intercom
Hi Pavan - thanks for taking the time to leave Intercom a review and letting us know what you like! Thank YOU for being a customer :)
Thanks,
Eabha (Customer Engagement)
The product's great, pricing should be more flexible
The product works really well, but we as a company were a little disappointed in the plan offerings making us pay more than we felt necessary for the combination of features we needed. We would have loved more flexibility in the pricing model, as we are a small company but not small enough to qualify for the small business program you had, but still small enough it would have been nice to reduce the total monthly cost by not paying for feature sets we didn't use or had the resources to implement to get the ones we needed.
Support has been great with Intercom, your customer service representatives always get back in a reasonable time frame and try to get to the root of the issue.
22 February 2022
Unprompted review
Reply from Intercom
Hi Lukas - thanks for taking the time to leave Intercom a review and letting us know what you like! It's great to hear that you have had good interactions with our support team - they'll be happy to hear that!
We also appreciate your feedback around pricing and I've let our billing team know this feedback.
Thanks,
Eabha (Customer Engagement)
Intercom it's a very useful tool
Intercom it's a very useful tool for us. Plenty of good options.
But I can't give five stars because some basic functionalities are only available increasing the price. For example: a basic dashboard for support management. If we need more advanced then we will pay for it, but an elementary and basic dashboard for the support team I think must be included on the price.
19 February 2022
Unprompted review
Reply from Intercom
Hi Jose - thanks for taking the time to leave us a review and letting us know what you like.
I'm sorry that you find our add ons too expensive. Our aim is to create a pricing structure that communicates the value of our platform while allowing both our businesses to succeed. We understand that this isn't always the way and our pricing is a little bit more on the complicated side of things so if you ever want to learn more about why you are being charged a certain amount, feel free to get in touch via the Messenger!
Thanks,
Eabha (Customer Engagement)
Reply from Intercom
Thanks for taking the time to leave Intercom a review and letting us know you think our staff are amazing :) This is great to hear!!
Thanks,
Eabha (Customer Engagement)
I believe the response time is too long…
I believe the response time is too long when we need to solve a problem. Also, the triage is too messy, sometimes we talk to people who are not even from the area.
7 February 2022
Unprompted review
Reply from Intercom
Hi James - thanks for taking the time to leave Intercom a review. I'm sorry to hear that you have found our response times to be too long. We aim to reply to all enquiries within 2 business days depending on the nature of the enquiry and pricing plan. It sounds like this didn't happen for you and I'm sorry - we need to do better on that. I've let our support team know this feedback.
Thanks,
Eabha (Customer Engagement)
Great communication interface!
Great communication interface!
Intercom has been our primary form of communication between us and our clients. We've had a fantastic experience and we're glad to see Intercom's team working hard on keeping up the good work!
27 January 2022
Unprompted review
Reply from Intercom
Hi Simbi - thanks for taking the time to leave us a review and letting us know what you like about Intercom! This review has made my day so thank you!
Thanks,
Eabha (Customer Engagement)
Very good tool overall
Very good tool overall, but overpriced and definitely not without flaws. Thankfully we were given a discount - but even at a discounted price, it's not a cheap offering (especially compared to their competitors).
26 January 2022
Unprompted review
Reply from Intercom
Hi Cyrille - thanks for leaving us a review. Our aim is to price our product in a way that communicates the value of the service while also allowing both our businesses to succeed - I'm sorry if you haven't found this to be true! If you ever want more info on your pricing, please get in touch via the Messenger!
Thanks,
Eabha (Customer Engagement)
Dreadful attention in renewal case
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.
25 January 2022
Unprompted review
Reply from Intercom
Hi Jorge - I am really sorry to hear about your recent experience with Intercom and being auto-renewed.
I followed up with Edyta and she said that she has been speaking with you separately over email - I hope you got the issues resolved and we could come to some kind of an agreement that was ok for both parties.
I'm sorry to hear that you are switching from Intercom as we do really value your business.
Thanks,
Eabha (Customer Engagement)
Intercom is a great platform to use
Intercom is a great platform to use. I would like to see some more reporting features to make it easier for management, but other than that, I'd recommend this for your daily chatting with your customers. Super easy to use and understand.
24 January 2022
Unprompted review
Reply from Intercom
Hi Mandy, thanks for taking the time to leave Intercom a review and letting us know what you find beneficial.
We also appreciate your feedback around reporting - we're doing a lot of work in this space so hopefully you will see some improvements soon.
Thanks,
Eabha (Customer Engagement)
Highly useful and effective
I'd give it a 5 but support can sometimes take a while and the pricing model is complex and a bit expensive. But, it is a highly useful and effective product for customer engagement, that's for sure.
20 January 2022
Unprompted review
Reply from Intercom
Hi Patty - thanks for taking the time to leave Intercom a review - it's great that you've found Intercom to be good for your customer engagement - I hope that continues!
If you are ever curious about your pricing, please get in touch via the Messenger and we'll be able to explain it to you, if you're interested!
Thanks,
Eabha (Customer Engagement)
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