What are the problems you're facing with Intercom?

Question

Do you think Intercom is trying to solve an existing legit problem but isn't able to do so effectively? What are your thoughts on Intercom? What problems do you see in Intercom and how can they be improved?I'm an entrepreneur and I'm trying to understand customer behaviour towards Intercom in the HN community :)

darrenwestall · Accepted Answer

I&rsquo;m a very happy Intercom customer and it&rsquo;s embedded into everything we do from sales to support.I&rsquo;ve only got one feature I wish they had and that&rsquo;s onboarding checklists for new users. We use their product tours, in app messages and email drip campaigns for new users, but a different bit of software for the checklist. I&rsquo;d love it all in one place.

gingerlime · Answer

I wrote a blog post about it[0], but in one sentence: it didn&rsquo;t help us (in my opinion all those tools, not just intercom)[0] https://blog.gingerlime.com/2019/why-i-stopped-using-interco...

joshxyz · Answer

Gives you the impression you can chat with someone, but LOL it just asks you for your email like a goddamn contact form.

Raed667 · Answer

Too expensive, I don't remember the details but due to how their pricing worked, we had to drop Intercom because they count every user we show the form to and not by interaction.

amangoeliitb · Answer

"Routing chats to online agents only" sounds like an extremely important feature which is available only on the $999 plan.Intercom needs to work on their pricing. :)

Anto59290 · Answer

The size of the JS library just to use a chat is something they are doing wrong in my opinion

What are the problems you're facing with Intercom?

I wrote a blog post about it[0], but in one sentence: it didn’t help us (in my opinion all those tools, not just intercom)
[0] https://blog.gingerlime.com/2019/why-i-stopped-using-interco...

Gives you the impression you can chat with someone, but LOL it just asks you for your email like a goddamn contact form.

Too expensive, I don't remember the details but due to how their pricing worked, we had to drop Intercom because they count every user we show the form to and not by interaction.

"Routing chats to online agents only" sounds like an extremely important feature which is available only on the $999 plan.
Intercom needs to work on their pricing. :)

The size of the JS library just to use a chat is something they are doing wrong in my opinion