Ask HN: What are the problems you're facing with Intercom?

[Mystique_]

Do you think Intercom is trying to solve an existing legit problem but isn't able to do so effectively? What are your thoughts on Intercom? What problems do you see in Intercom and how can they be improved?

I'm an entrepreneur and I'm trying to understand customer behaviour towards Intercom in the HN community :)

[darrenwestall]

I’m a very happy Intercom customer and it’s embedded into everything we do from sales to support.

I’ve only got one feature I wish they had and that’s onboarding checklists for new users. We use their product tours, in app messages and email drip campaigns for new users, but a different bit of software for the checklist. I’d love it all in one place.

[Mystique_ → darrenwestall]

Okay, thanks for the comment :)

[gingerlime]

I wrote a blog post about it[0], but in one sentence: it didn’t help us (in my opinion all those tools, not just intercom)

[0] https://blog.gingerlime.com/2019/why-i-stopped-using-interco...

[Mystique_ → gingerlime]

Thanks for the detailed blog post. Helped in gaining more insight :)

[joshxyz]

Gives you the impression you can chat with someone, but LOL it just asks you for your email like a goddamn contact form.

[Mystique_ → joshxyz]

LOL, yes. Probably, if the chatbox actually first answers the query of the customer and then takes the email, it might be more helpful. What are your thoughts?

[Raed667]

Too expensive, I don't remember the details but due to how their pricing worked, we had to drop Intercom because they count every user we show the form to and not by interaction.

[Mystique_ → Raed667]

Oh okay. Which chatbot/chatbox do you use now?

[amangoeliitb]

"Routing chats to online agents only" sounds like an extremely important feature which is available only on the $999 plan.

Intercom needs to work on their pricing. :)

[Mystique_ → amangoeliitb]

Thanks for this point! Yes, pricing seems to be a big issue.

[Anto59290]

The size of the JS library just to use a chat is something they are doing wrong in my opinion

[amangoeliitb → Anto59290]

Anything specific about the library size?

[Mystique_ → Anto59290]

Oh okay. Thanks for mentioning!