Hi Monish,
I'm Ruth and I lead Intercom's Support team in the EMEA region.
I'm sorry to hear you haven't been happy with our response times. While we strive to get back to all customers as quickly as we can, we set an expectation of a business day as we can experience backlogs from time to time (e.g. right after a new product release or if we experience higher inbound volume that we were expecting). However we're actively looking at ways to route more urgent conversations for faster responses which will hopefully align more with your expectations.
With regards to a paid support offering, we constantly review these packages to ensure that we're meeting customer expectations on both service and price. We will share details of any proposed changes to these offerings in due course.
On our bug updates process, our team doesn't keep tickets open right now for Support teammate efficiency reasons as it would be too much for each teammate to manage. Our team is automatically notified when a bug has an update; the conversation reopens in their inbox so this is the trigger for them to reach back out to our customers with news.
We have internal processes that determine the priority of issues by taking things into account like severity and how widespread it is, and as part of this internal process, we do have an open connection to our R&D teams in urgent cases. Our R&D teams use these internal processes to prioritise where they can have the most impact for most customers, which is why not everyone will always see their bugs getting prioritised immediately. With our roadmaps and products always evolving, it is difficult for R&D to give an ETA on bugs that are currently not bubbling up as part of that internal prioritisation system. I appreciate that this is not ideal for you when you have a very specific issue you are looking to have fixed. We are cautious that we do not want to set incorrect expectations with you either on these particular types of bugs, so as not to give false hope. I have flagged your views here with our R&D Operations team to take into consideration for further improvements of our bug management systems in the future.
However I'll also take a fresh look at your recent conversations with us and the bugs attached and see if there's anything we can do for you.
I really appreciate you flagging this feedback for our team as it will help us understand where we need to keep making improvements and ensure you have a seamless experience with us. I'm happy to discuss this more with you 1:1 if you like. Feel free to open a conversation in our Messenger if you'd like to chat with me. You can just reference this thread and a frontline teammate will pass the conversation over to me.
Ruth