Content Summary
Opinion Analysis
Mainstream Opinion: Most users agree that Intercom's price increase is excessive and unjustified, especially without significant feature improvements. There's consensus that transparent, predictable pricing is crucial. Desku is positively received as a solution.\n\nConflicting Views: Some debate exists on solution approaches: u/Lakhani1980 advocates human-based support, while others prefer SaaS tools. Skepticism about Desku arises when u/C011i3 notes placeholder pricing ("XX") on their site, suggesting potential unreliability.\n\nDifferent Perspectives: u/gk4000 suggests building custom solutions as a long-term strategy, contrasting with most who seek ready-made alternatives. The value of AI vs human support is also debated.
SAAS TOOLS
| SaaS | URL | Category | Features/Notes |
|---|---|---|---|
| Intercom | https://www.intercom.com/ | Customer Support | Mentioned as expensive with complex pricing model |
| Desku | Not provided | Customer Support | Easy migration from Intercom, fair pricing, no hidden fees |
| Freshworks | Not provided | Customer Support | Tried but team preferred Intercom |
| Zendesk | Not provided | Customer Support | Tried but team preferred Intercom |
| Copilot | https://www.copilot.live/ | Customer Support | Reasonable pricing, good features, simple setup |
| Tidio | Not provided | Live Chat | $50/month, great AI features |
| Websyte.ai | https://websyte.ai/ | Knowledge Base | Free, allows users to chat with knowledge base |
USER NEEDS
Pain Points:
- Sudden and drastic price increases by SaaS providers
- Complex and unclear pricing models that are hard to understand
- Hidden charges and add-ons that quickly increase costs
- Difficulty finding alternatives that meet team approval
Problems to Solve:
- Finding affordable alternatives to expensive customer support tools
- Ensuring smooth migration from existing tools
- Maintaining team satisfaction with new tools
- Avoiding complex pricing structures
Potential Solutions:
- Switching to alternatives like Desku, Copilot, or Tidio
- Building custom solutions (as mentioned by u/gk4000)
- Using human-based live chat services (suggested by u/Lakhani1980)
- Implementing free tools like Websyte.ai for specific needs
GROWTH FACTORS
Effective Strategies:
- Capitalizing on competitors' pricing mistakes (e.g., Desku advertising during Intercom price increase)
- Offering discounts to attract migrating customers (e.g., Desku's 20% off coupon)
- Providing easy migration and setup processes
Marketing & Acquisition:
- Targeted advertising addressing specific pain points (e.g., Desku's ads about Intercom price increase)
- Word-of-mouth recommendations in communities (like this Reddit post)
- Offering trials and personalized onboarding (Desku helped set up trial)
Monetization & Product:
- Transparent, simple pricing without hidden fees is highly valued
- Fair pricing that justifies feature set (users reject price increases without feature improvements)
- Product-market fit: Alternatives must meet team approval and workflow needs
User Engagement:
- Community support and sharing experiences (as seen in this Reddit thread)
- Responsive customer service (Desku team assisted with setup)
- Building trust through transparent practices