Intercom
Grade DChurn Health Score: 40/100
Fin AI per-resolution fee on top of seat pricing produced 7-8x bills overnight for legacy customers.
Public Signals
- ·Fin AI pricing creates additional per-resolution cost on top of seats
- ·SMB gentrification pushes small teams to Crisp or Front
- ·Contract friction at renewal as enterprise focus intensifies
- ·April 2026: Fin AI per-resolution model ($0.99/outcome on top of seat fees) generating documented bill-shock complaints; teams reporting effective total cost 3-4x headline price
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