We currently use Intercom for 1) customer support (chat and email), 2) drip email marketing, and 3) customer knowledge base. But the nature of our business and Intercom's business model has quickly made it cost prohibitive as we've scaled to >100k users. It's too bad because we've really enjoyed the product overall, and the idea of one platform that incorporates these functions makes a lot of sense.
For those of you who have moved off of Intercom, wondering if you've found a combination of services that works as well / better? In particular wondering what people like for #2, email and in-app messaging campaigns triggered by events that are being piped in by Segment.
We've been c.io users scaling from a few thousand to 300K+
Everything is piped through Segment, although we do bring additionally in SFDC and Zendesk data via Census.
We primarily use c.io for email, not in-app, but they support a few mobile push platforms and webhooks.
Pricing has been reasonable (significantly less than our intercom quote).
They also support Liquid Templating , which is the main reason I'm such a supporter. Liquid let's us do multi-variant personalization on a single sequence. Write one great email that supports 3+ personas dynamically vs. writing a separate sequence for each : )
Update: We switched to Zendesk and Customer.io and loving both. Decided that we didn't really need chat and a traditional ticketing system would be more manageable and lead to a better customer experience.
Intercom just isn't working for us anymore. It hasn't been for a while to be honest, but we haven't had the time to move off. We made this a priority recently and the core tools we're transitioning to are:
1. Vero -> smart campaigns to replace Intercom's messages feature (piped data through segment)
2. Zendesk -> customer service (some data piped through Segment, some direct connection through the API)
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