Intercom Reviews 

We had been using Intercom for over five years without any major issues, but our experience changed dramatically when our outgoing emails were suddenly blocked as part of a compliance review.

The suspension happened without any prior warning and, even worse, the notification arrived over the weekend, leaving us unable to resolve the issue while our customer onboarding emails were completely interrupted.

For a B2B SaaS business, blocking critical onboarding communications without notice is simply unacceptable. Compliance reviews are understandable, but they should not disrupt legitimate customers’ operations.

We are now actively evaluating alternative platforms that offer a more reliable and predictable service.

For a customer service tool, it is shocking that there is literally no customer service!

Been trying to use the chat function AND email about making account changes and I have been ignored since February, which is still ongoing.

I had a disappointing experience with Intercom’s platform access and support process. I was initially granted access to Intercom as part of the Startups Program, but when the email verification process did not go through and I reached out for help, my account was later revoked.

What frustrated me most was the lack of clear communication. If the access could not actually be used from the beginning, I would have preferred to be told upfront rather than being given access first and then having it withdrawn later. That sequence made the process feel inconsistent and unclear.

Since Intercom positions itself as a customer support platform, I expected a more transparent and helpful experience. Instead, the communication I received left me disappointed and uncertain about the process.

I am extremely disappointed with Intercom’s billing and support process.

I cannot access my account, and because of that I cannot cancel my subscription. Even though I am not using the service, they continue to charge my card. I contacted support and clearly asked them to cancel the subscription, but they still have not resolved the issue.

This is unacceptable. A company should not keep charging customers who cannot access their account and are actively asking to cancel. Making cancellation difficult or impossible is a very bad business practice.

If this is not solved immediately, I will proceed with a chargeback and share this experience across every relevant platform, forum, and business community.

Very poor customer experience. I do not recommend this service.

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.