Good product, but full of pricing traps
Intercom seems to be a great solution at all, potentially acting as a central cockpit for chat, support, app tracking, web site tracking and lead nurturing. So you can trigger actions regardless the client touch point and measure your goals.
If well explored, it can easily replace a bunch of other solutions by a single one.
Pricing plans are pretty confusing and full of traps. The "fantastic all-in-one product" is dramatically separated in packages that are in fact ridiculous limitations of the very same functionality. And all packages are divided in Pro / Std – than you get 6 variations of the same thing + scale for quantity of contacts / visitors. Confusing? Wait… They used to have 4 packages, removed one by merging two and unconditionally charged me the just merged package (that I don’t need).
Intercom is really all-in-one. Lacks SIP calling only.
Live Agent hosting is unstable and slow, and functionality is pretty limited compared to Intercom.
Entire support, marketing and commercial teams share the same conversations with clients.
Intercom has less functionality when compared to an specialist chat, marketing automation and support software but it’s all-in-onde design keeps training simple to all teams.
It actually costs more than all other tools it replaces. Has less functionality when compared to an specialist chat, marketing automation and support software but it’s all-in-onde design keeps training simple to all teams. So I think we are even.