Aaron C.
Good for Sales. Restrictive 'Our way or no way' approach to support.
Intercom is touted as a great support platform. But it's hindered by its core focus on leads and conversions. Their support platform 'Inbox' (formerly Respond) lacks simple functionality that's present in every other platform out there: Merge duplicate conversations? Nope. Open a new conversation with a client that's not on Intercom yet? Nope. (You need to import them via CSV first?) It's also heavily restrictive. You need to conform to Intercom's way of thinking for everything which doesn't always translate for all use cases. It seems like the support platform was built as a way for Intercom to provide support for their customers. They have decided to offer it as a service too. On the sales and leads side, it's great, apart from some flaws with segment filtering: Segments can either match ALL filters or ANY filters. E.g. You cannot filter users who signed up over 7 days ago who have purchased addon 1 or addon 2. This would need to be split into 2 separate segments. All the new features they have been releasing of late are all leads and qualification related. No new support features have been rolled out since we began using Intercom early last year. All in all, for the excessive cost per annum, I do not feel it's worth it if you are hoping for a great support experience. And with the pricing, be mindful, if you end up going over your limit by 1 user you instantly get billed for a further 500 users for the remainder of your contract, with no opportunity for a credit. This could be up to a $200 additional charge if you're not careful.