Intercom Messenger(

over 4 years ago from Geoffrey Keating, Intercom

  • Sacha GreifSacha Greif, over 4 years ago

    I find it really interesting that so many startups seem to embrace instant messaging and direct contact with their customers, while larger companies go the opposite route and make it as hard as possible to talk to a live human being.

    At which point do you switch from one to the other? When does using things like Intercom, Slack, etc. become a drain on your company's productivity and you start setting up knowledge bases and wikis? Or do modern tools like these let companies get the benefits of human contact without the downsides?

    5 points
    • Mitch Malone, over 4 years ago

      I think Intercom's Messenger product is focused on helping companies activate new customers. For startups who don't have a lot of customers, this is job possible to do with a human—Intercom just makes that job easier by connecting you at the right moment. For larger companies, there are scaling issues with this kind of human interaction; you have to hire and train a lot of people to do this work.

      So I think there are some basic marketing requirements that make Intercom Messenger valuable but at a certain point it might not be. For Intercom, this might be ok; they have other products that are useful no matter what size you are. I'm sure one of their KPIs is making sure companies of a certain size sign up for these other products.

      0 points