This post has been on the back of my head for a couple of years now. I think we actually switched-off Intercom in 2016 or so… But the reasons should still stand now, or might even be stronger. Of course, things might have shifted, so please forgive me if some features are totally different by now.
For those who don’t know intercom.io (now intercom.com), well, I think you probably do know it, but maybe not by name. It’s the technology (or company) that adds those little “bubbles” on websites, with friendly faces offering to help.
Of course, intercom.io isn’t the only one now, and there are a few competitors in this space. The principle is pretty similar though. I think intercom was the most successful company doing this, or the first, or both. But it’s not really important. It’s mostly about intercom as a concept, rather than a specific implementation.
The short, simple, and most crucial reason: it didn’t work. How do I know? We A/B tested it. Over a fairly long time and a large number of people.