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Answered

Is Intercoms support always this bad? No one is replying

  • November 17, 2023
  • 3 replies
  • 182 views

I will be waiting 48 hours soon for a reply from support, trying to Intercom set up the service in my app, and no one is replying. Not one response.

 

 

This is really dissapointing,  

Is it always like this?

going on 2 days shortly,  and still nothing?

It is a bit scarry as if there is an issue I wont be able to reach anyone 

Best answer by Andrew R12

Hey Nicky - Andrew here, I’m a manager on our Customer Support team. 

Appreciate your patience on this one and we’ll be sure to get you setup as soon as we can. I also flagged this internally so we can improve the experience you’ve had moving forward. 

To answer your question of “Is it always like this?”, the answer there is definitely not. We always aim to reply to all queries within a business day but often do so within a few hours. We’re currently experiencing higher demand which is why you experienced this delay, however our team of product experts should be in touch with you shortly with an update. 

Feel free to ask to speak with me (Andrew) directly in your support conversation too once your done if there’s anything else you’d like to share on your experience with our team - we’re always aiming to improve and all feedback is welcome. 

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3 replies

Andrew R12
Employee
  • Employee
  • 2 replies
  • Answer
  • November 18, 2023

Hey Nicky - Andrew here, I’m a manager on our Customer Support team. 

Appreciate your patience on this one and we’ll be sure to get you setup as soon as we can. I also flagged this internally so we can improve the experience you’ve had moving forward. 

To answer your question of “Is it always like this?”, the answer there is definitely not. We always aim to reply to all queries within a business day but often do so within a few hours. We’re currently experiencing higher demand which is why you experienced this delay, however our team of product experts should be in touch with you shortly with an update. 

Feel free to ask to speak with me (Andrew) directly in your support conversation too once your done if there’s anything else you’d like to share on your experience with our team - we’re always aiming to improve and all feedback is welcome. 


Thank you Andrew, I did hear from someone very early in the morning today, and she was great and very helpful.

I have a few more issues I wrote in chat, and some questions still needed that I’ll ask 

Thanks for your reply, really appreciate it!


Declan I
Intercom Team
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  • VP, Customer Support
  • 5 replies
  • November 21, 2023

Hi Nicky, 

Declan here, I am VP of Customer Support at Intercom. Firstly, thank you for taking the time to provide feedback on your experience. As Andrew has highlighted we are always seeking to improve how we support our customers and therefore it’s important for us to understand where we have not delivered to your expectations and to our own standards. I apologise that we did not do so on this occasion but I am glad that we are now engaged and addressing the questions that you have. Please do not hesitate to reach out at any stage if we are not addressing any questions or issues that you have. Thank you for being an Intercom customer. 


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