Pricing is designed by scam artists I trusted Intercom for years. But when you investigate the invoices, you will find hidden charges. The best one is where they link pricing to the term 'active users'. In the small print, they write their own definition of 'active users' which includes non-active users from 90 days ago! These are the pricing tactics of true scam artists. For example, If you have 200 chats this month with no other messages sent. But you sent 1 email campaign 90 days ago to 5800 people. They will charge you the rate for 6000 'active' users for the current month. Buyer beware, as it is very difficult to stop using Intercom once you have integrated into your business. We have finally decided to bite the bullet and move to another tool at less than 20% of the cost.

Good Knowledge Base. It would benefit from additional editing capabilities. I write articles for a system KB, and Intercom gives our users an easy way to access that content without leaving our application UI. I just wish some more editing/formatting improvements were introduced. E.g., table cells can't be easily aligned, or the posts (pop-up messages) don't display exactly how you anticipated while writing the draft, for example, if you add some extra lines to distribute the content, those are not always added when the message appears.

Poor interview process Poor interview process, do not get back to you unless you reach out yourself. Nice way to leave candidates hanging!

Poor Support, Breaks their own terms of service During the sales process we were promised integration with our CRM (Dynamics 365) but then after signing up found out that it does not exist. But really what makes this one star is Intercom's horrible customer support. Their team takes anywhere from 1 week to over 1.5 months to reply to requests. Additionally, we requested our contract not to auto-renew but they did anyway and will not honor their own terms of service.

Intercom is a really powerful and… Intercom is a really powerful and feature rich application. Intercom has allowed us to change how we interact with customers and reduce phones with chat and email transactions to increase our level of output. It has also allowed us to create self help features for our customers. Now we can provide customers with assistance during our off hours.