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I stopped using Intercom

blog.gingerlime.com

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Re: I stopped using Intercom

#31

Post by dylanz »

erikrothoff wrote: post #24

We actually had to stop using Intercom because of their pricing. We had a custom plan for years that accommodated our needs greatly. We were very happy and sang their praises all the time. A couple of months back they announced that they would be changing their pricing, so our $300/month price would become $2000/month. We started a long discussion with a sales person back and forth and they just wouldn't help us. We…

Is this with their current pricing? We had huge bills for a while but their last pricing change ended up saving us a ton. Our bill went from about $2k/mo to about $300/mo. Before that we had implemented a custom job that kept our user count down, but we don't need to run that anymore.

Re: I stopped using Intercom

#32

Post by rcfox »

mattnewport wrote: post #29

I hate these things, in the same way I dislike a sales person rushing up to me immediately I set foot in a store. It's much worse on a web page, simultaneously creepy like I'm being watched checking out the site and useless knowing it's not actually a real person.

My company used to use Olark, which actually was connected to a person. It was a great way to offer technical support. Unfortunately as our traffic grew, it was hard to keep up with incoming chats, so we eventually turned it off. (This was 7-5 years ago, before these on-page chat widgets saturated the web.)

Re: I stopped using Intercom

#33

Post by forgot-my-pw »

erikrothoff wrote: post #24

We actually had to stop using Intercom because of their pricing. We had a custom plan for years that accommodated our needs greatly. We were very happy and sang their praises all the time. A couple of months back they announced that they would be changing their pricing, so our $300/month price would become $2000/month. We started a long discussion with a sales person back and forth and they just wouldn't help us. We…

I have used one of the smaller and cheaper competitor products just for chat support, Tawk. We do try to review the incoming messages once in a while. If more than 2 customers asked the same question, then we should probably fix that on the website.

More often than not though, some customers just don't like digging through FAQ and KBs. They just prefer to get personal help.

Re: I stopped using Intercom

#34

Post by dewey »

dylanz wrote: post #11

He last used Intercom 3 years ago but is just writing about it now. A LOT has changed in 3 years. I’ve used the product on multiple projects over the years and it’s matured a lot over time. We use it as a support tool and a way to identify qualified leads. It’s also handles our targeted email campaigns. Their support staff is incredibly on point as well. I personally think it’s a fantastic way to engage customers. Se…

They specifically say that it's not about the product itself but the concept of these on-page assistants.

> It’s mostly about intercom as a concept, rather than a specific implementation.

Re: I stopped using Intercom

#35

Post by WalterSear »

mattnewport wrote: post #29

I hate these things, in the same way I dislike a sales person rushing up to me immediately I set foot in a store. It's much worse on a web page, simultaneously creepy like I'm being watched checking out the site and useless knowing it's not actually a real person.

And then when you actually respond with a question, there isn't really anyone there to answer you.

Re: I stopped using Intercom

#36

Post by gaia »

erikrothoff wrote: post #24

We actually had to stop using Intercom because of their pricing. We had a custom plan for years that accommodated our needs greatly. We were very happy and sang their praises all the time. A couple of months back they announced that they would be changing their pricing, so our $300/month price would become $2000/month. We started a long discussion with a sales person back and forth and they just wouldn't help us. We…

Could they be as bad as NewRelic sales people?

Re: I stopped using Intercom

#37

Post by robhunter »

erikrothoff wrote: post #24

We actually had to stop using Intercom because of their pricing. We had a custom plan for years that accommodated our needs greatly. We were very happy and sang their praises all the time. A couple of months back they announced that they would be changing their pricing, so our $300/month price would become $2000/month. We started a long discussion with a sales person back and forth and they just wouldn't help us. We…

We could have written this exact paragraph. Terrible experience, terrible service.

Re: I stopped using Intercom

#38

Post by dredmorbius »

gaia wrote: post #36
erikrothoff wrote: post #24

We actually had to stop using Intercom because of their pricing. We had a custom plan for years that accommodated our needs greatly. We were very happy and sang their praises all the time. A couple of months back they announced that they would be changing their pricing, so our $300/month price would become $2000/month. We started a long discussion with a sales person back and forth and they just wouldn't help us. We…

Could they be as bad as NewRelic sales people?

Do tell.

Re: I stopped using Intercom

#39

Post by gorkemcetin »

erikrothoff wrote: post #24

We actually had to stop using Intercom because of their pricing. We had a custom plan for years that accommodated our needs greatly. We were very happy and sang their praises all the time. A couple of months back they announced that they would be changing their pricing, so our $300/month price would become $2000/month. We started a long discussion with a sales person back and forth and they just wouldn't help us. We…

Completely agree. Basically what we use is only drip marketing and chat, however I have seen their price go up x3.5 in our case, without any significant increase in our user base, and no change in features.

Re: I stopped using Intercom

#40

Post by megous »

mattnewport wrote: post #29

I hate these things, in the same way I dislike a sales person rushing up to me immediately I set foot in a store. It's much worse on a web page, simultaneously creepy like I'm being watched checking out the site and useless knowing it's not actually a real person.

You're being watched. Some of these tools (in the merchant's UI) have a list of users browsing the website with an option to show in real-time what you're doing, what page you're viewing, typing, and how you're moving your mouse cursor.

They'd probably show your webcam and mic feed, if they could without being obvious, too.

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