Intercom is a great tool for any customer service team. It offers a wide range of services - you can set workflows to easily automate processes, you can use their FIN AI to lower the amount of cases where human support is needed, you can set your own triage system for prioritizing tickets based on self-defined criteria, etc. Overall, my favorite software for handling customer inquires.
Do you want proof that these poorly paid minimum wage drivers have an underground porch pirate ring? Order a cheap $20 off Amazon. They'll ring your doorbell and make sure your package gets into your hands. Then order a $300 expensive item off Amazon. Watch how the driver won't ring your doorbell, leave your expensive package out in the open and even "accidentally" leave it at the wrong address TO PURPOSELY GET IT STOLEN cause after they "accidentally" made a mistake with your expensive package, they'll just call up their buddy to drive by and steal it.It's always like this. Please Amazon, cut all ties with Intelcom NOW!
I'm a very dissatisfied customer of SMARTY which uses Intercom in their customer service. Intercom's proposition is "The next generation of Inbox is now Speed. Power. Scale. Take your support team from cost center to value driver with the most collaborative, efficient Inbox ever". Unfortunately SMARTY's chosen "value" seems to be cost efficiency which results in Intercom becoming a barrier to listening, learning and improving from feedback.
This terrible service provider has no clear fees and is overly expensive for what looks like a company made of incompetent people. Every day there is a problem and we need to send emails to half of Intercom's department because there is no customer support and no one knows what to do, in the end, there is always something they need to approve or you have to pay.
Very expensive for what you get, extremely slow to get support from them (wait several days between replies even though they're a live chat company themselves), and the biggest problem is that the chat tool doesn't even appear for many of your site's visitors.You can pay several hundred dollars per month but we consistently get people who say there's no live chat appearing on our site... Intercom say it's down to their ISPs and we should ask our customers to call their ISP to request support - ridiculous. Haven't had this problem with any other chat tool in the past.They also try to squeeze you for money with every slight feature possible.
This is frustrating when users can not change the rating after leaving a comment, which affects our job too much. I'm not going to change my rate, and moreover, I'm going to rate your app with one star as long and as much as it takes until this is changed/resolved. I'm sorry, but this is something that affects our work. And it's unacceptable.
