[RileyJames]

Recently put intercom in place. Not only do you pay per seat (for support, and for ‘engage’ - marketing) but every single engage feature is effective CPM based. “People Reached” is charged at $125 per 1000 users.

Your own users.

I get it, it’s not a charity. But internally, I’ve had to lock down marketing from using any of the marketing features because we can’t afford them. And this is “re-marketing” effective, marketing to our existing user base.

While it might be a great way for intercom to extract $$ from the big end of town. It’s created an internal disincentive to actually utilise their product.

The whole sign up process was pretty painful too, had to go through sales, couldn’t just sign up and work out what we needed. Had to go on an annual contract.

Primarily chose it due to positive previous experiences, and the product is good. But in hindsight, we should have explored alternatives more thoroughly.

[disgruntledphd2]

FWIW, I suspect intercom will become more customer friendly again, as they abandon their quixotic quest to alienate their small users in pursuit of enterprise ones.

[RileyJames]

That’d be nice. But why do you think they will?

The other missed opportunity is that we’d have moved our entire email re engagement journey from Drip to Intercom, but not at the rates they charge. We’re better off running both tools.

[disgruntledphd2]

They changed their CEO back to the original founder recently. My understanding (from the outside) is that the replacement CEO was super focused on enterprise, whereas the founder-CEO was much more focused on smaller businesses and product led growth.

Mind you, this is all just speculation.