I stopped using Intercom
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I stopped using Intercom
1–10 of 63 posts
Re: I stopped using Intercom
#2At my current startup, we sell a rather pricy physical product and have been using Intercom to nurture leads. It's been very useful, as we have lots of leads that have specific questions that they want a human to answer.
We found that conversational engagement works the best for these leads, but Drift does a far better job than Intercom at this. Currently planning on migrating.
Re: I stopped using Intercom
#3If you can’t use a high touch interaction to increase conversion, then you’ve got something very wrong going on that’s bigger than intercom.
Re: I stopped using Intercom
#4This 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 this (you have the right, of course) without seeing what’s changed since then.
I’m not a huge fan either, and I helped two startups move OFF Intercom just recently. But my issues with it today probably won’t be relevant three years from now.
Re: I stopped using Intercom
#5If you can’t use a high touch interaction to increase conversion, then you’ve got something very wrong going on that’s bigger than intercom.
Disagree. I’ve tried other live chat solutions and they don’t help. The issue is that in order for the overhead to be worthwhile (ie, the time and attention of operating the chats), the conversion improvement has to be massive. It never has been, for me.
Re: I stopped using Intercom
#6I wonder if 'Intercom makes no difference in conversion' is the rule or the exception. I wish there was a meta study. Also, it's worthwhile to mention that there are 100% free really good Intercom alternatives, like https://www.bitrix24.com/tools/contact_center/ and https://www.tawk.to/features/
Re: I stopped using Intercom
#7I wonder if 'Intercom makes no difference in conversion' is the rule or the exception. I wish there was a meta study. Also, it's worthwhile to mention that there are 100% free really good Intercom alternatives, like https://www.bitrix24.com/tools/contact_center/ and https://www.tawk.to/features/
While a meta study might be helpful directionally, it's really something that every product should consider testing. Different customers/users want different things and it's probably worth doing your own test if you're curious.
Re: I stopped using Intercom
#8Spot on. Great for support, played for lead gen.
Re: I stopped using Intercom
#9This 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 this (you have the right, of course) without seeing what’s changed since then. I’m not a huge fan either, and I helped two startups move OFF Intercom just recently. But my issues with it today probably won’t be relevant three years from now.
Curious both as to why you moved them off and to what?
Re: I stopped using Intercom
#10This 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 this (you have the right, of course) without seeing what’s changed since then. I’m not a huge fan either, and I helped two startups move OFF Intercom just recently. But my issues with it today probably won’t be relevant three years from now.
Curious both as to why you moved them off and to what?
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.