4 ms·

This is a list of minor complaints from three years ago. Intercom has had several big updates and pricing changes since then. I don’t think it’s fair to post th

• lucisferre 8y ago
  Curious both as to why you moved them off and to what?
  • gk1 8y ago
    One of them was from Intercom to Customer.io for onboarding and marketing emails. Very simple reason: Intercom has (had?) very weak email segmentation options. Not nearly granular enough for a company with hundreds of thousands of contacts/users.
• gingerlime 8y ago
  OP here. Yes, there are some minor complaints, and I do imagine some things have changed (happy to hear about pricing, because it was truly horrible in my opinion). But I think the fundamentals aren't minor. The end-user experience isn't drastically different now than 2 years ago. And our A/B test back then is likely to produce similar results today (although we're unlikely to test it again). I still feel that it's a crutch. And I think intercom is a victim of its own success, even more so today than a couple of years ago.
  • gk1 8y ago
    If you take out the complaint about pricing, then what remains is a general take on live-chat solutions. It's a valid complaint--and, from my experience, correct for most cases--but shouldn't be aimed solely at Intercom. I've tested live chats from Intercom, Drift, HubSpot, Smooch, and others, and they're all equally underwhelming.
    • gingerlime 8y ago
      I think I also addressed that on my post. My personal experience was with intercom though. > Of course, intercom.io isn’t the only one now, and there are a few competitors in this space. The principle is pretty similar though. I think intercom was the most successful company doing this, or the first, or both. But it’s not really important. It’s mostly about intercom as a concept, rather than a specific implementation.
      • gk1 8y ago
        Fair enough. I must’ve skimmed past that in my first reading.
  • robhunter 8y ago
    Pricing has definitely gotten much worse since you left