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.

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.

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

awesome product - ridiculous pricing It's an awesome product that literally covers every aspect of customer engagement with your app but their pricing model is ridiculously: - intransparent - expensive (but like extreme) - volatile (they've changed their model like over 200 times) No matter how great the product, these guys will run into a wall at some point by treating their customers like this.

Intercom is a great tool but their… Intercom is a great tool but their sales practices are questionable. They are not transparent, it's very difficult to understand the actual cost of their services and they do everything they can to charge you extras even when you do not use them. It's a shame that they act this way because they will lose their customer base at some point, considering extra costs can add up real quick and for no reason on the customer's point of view.