Transparent way to add custom responds… Transparent way to add custom responds automatically. The way of sorting the cases is not optimized as well. But globally, it's a good tool.

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.

Amazing improvements to the help center… Amazing improvements to the help center (articles). I'm in charge of keeping all of our articles (writing, updates, etc). Intercom has been making lots of changes to the interface recently that makes my job easier! * Note call out boxes (with COLOR) * tables (formatting, resizing columns, color) * new headers 3 and 4 * "chapters" on the right when you are reading an articles * ability to hide the author (so it's not my name/face everywhere) * more levels within collections They just keep making tiny tweaks that make a HUGE difference!

There has been complete silence from the sales team. The product seems pretty cool... The problem is, I will never know because, since a serious call with someone from the sales team, I haven't heard anything back. I have reached out multiple times because we were interested in implementing the tool internally, but apparently, our company is not interesting enough for them. It's a shame...

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.