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!

Use to use the product but the charges… Use to use the product but the charges for this platform is super outrageous. These guys use to be fair with their pricing but now they want to rip you off for every API request.

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.

Intercom it's a very useful tool Intercom it's a very useful tool for us. Plenty of good options. But I can't give five stars because some basic functionalities are only available increasing the price. For example: a basic dashboard for support management. If we need more advanced then we will pay for it, but an elementary and basic dashboard for the support team I think must be included on the price.

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.