Our company has been using Intercom for customer support for the last 7 years.
We went through several pricing changes but the bottom line always remained that pricing was usage-based.
Over the weekend, we received an email noticing us that:
- we would be forcibly migrated to seat-based pricing
- the change would happen automatically in 30 days
With our current usage of their product, this will result in us paying 3 to 4 times our current expenditure.
I'm old enough to have been through several rug pulls like this, but the magnitude of the change imposed on us and the very short notice definitely stand out.
Since these forced migrations are being rolled out quietly without any public announcement, it seems worth giving this a little due publicity. If your company hasn't yet received such an email, and you're on an old plan, this is likely coming at you fast.
I would welcome recommendations for alternative usage-based customer support solutions. We are considering moving to AWS Connect. It has usage-based pricing, and my experience with AWS gives me some confidence they will not be turning their pricing over its head any time soon.
