Ask HN: What are the problems you're facing with Intercom?

#1

Post by Mystique_ » Sat, Jan 30, 2021, 7:37 AM UTC

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 :)

Re: Ask HN: What are the problems you're facing with Intercom?

#2

Post by amangoeliitb » Sat, Jan 30, 2021, 7:48 AM UTC

"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. :)

Re: Ask HN: What are the problems you're facing with Intercom?

#3

Post by Mystique_ » Sat, Jan 30, 2021, 8:02 AM UTC

amangoeliitb wrote: post #2

"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. :)

Thanks for this point! Yes, pricing seems to be a big issue.

Re: Ask HN: What are the problems you're facing with Intercom?

#4

Post by joshxyz » Sat, Jan 30, 2021, 9:45 AM UTC

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

Re: Ask HN: What are the problems you're facing with Intercom?

#5

Post by Mystique_ » Sat, Jan 30, 2021, 10:13 AM UTC

joshxyz wrote: post #4

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

LOL, yes. Probably, if the chatbox actually first answers the query of the customer and then takes the email, it might be more helpful. What are your thoughts?

Re: Ask HN: What are the problems you're facing with Intercom?

#6

Post by Anto59290 » Sat, Jan 30, 2021, 12:01 PM UTC

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

Re: Ask HN: What are the problems you're facing with Intercom?

#7

Post by Raed667 » Sat, Jan 30, 2021, 12:16 PM UTC

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.

Re: Ask HN: What are the problems you're facing with Intercom?

#8

Post by Mystique_ » Sat, Jan 30, 2021, 12:52 PM UTC

Raed667 wrote: post #7

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.

Oh okay. Which chatbot/chatbox do you use now?

Re: Ask HN: What are the problems you're facing with Intercom?

#9

Post by Mystique_ » Sat, Jan 30, 2021, 12:53 PM UTC

Anto59290 wrote: post #6

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

Oh okay. Thanks for mentioning!

Re: Ask HN: What are the problems you're facing with Intercom?

#10

Post by amangoeliitb » Sat, Jan 30, 2021, 1:21 PM UTC

Anto59290 wrote: post #6

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

Anything specific about the library size?