Amazon SNS vs Intercom

• The AWS Lambda SNS trigger is great. Subscribing multiple Lambda functions to an SNS topic is a nice way to decouple features.
• SNS is fully-managed. Our team is too small to manage our own pub/sub infrastructure.
• Subscribing email endpoints to SNS topics and integrating topics with CloudWatch alerts is very easy; we create more non-emergency notifications than we would without SNS.

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• Intercom splits their chat really well. The chats are able to be split between internal notes and actual sent messages.
• Tagging works really well in Intercom. You can tag each user and can also tag users in messages/internal notes so they can directly see messages intended for them.
• Easy documentation management. You are able to find the help docs you need easily even during a chat message.

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• The AWS website UI could use some definite improvement. The website itself is very clunky and hard to navigate and always seems to have the wrong information in the wrong places. It is a monstrous task trying to make a website as complicated as AWS look simple and easy to navigate but even with some minor improvements it would become much more user and beginner friendly.
• Troubleshooting can be very difficult when encountering an issue with SNS and often many AWS services. By having all of your infrastructure in the cloud, it makes troubleshooting networking problems quite complicated. On top of this, aws provides little return information when a message fails to send, leaving a lot of guesswork to be done on your part to fix the issue.

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• Targeting messages appropriately
• We often have several messages compounding on top of each other
• I'd love if they could notify people who have not marked our announcements/messages/communication as read so that they don't end up having several un-related messages overwhelming them
• When a thread is continued from a previous questions, I wish it was more obvious that the conversation had already been started with a particular person

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• It has helped our team to be alerted quickly to undesirable changes in our AWS environment so that immediate action can be taken. Hence it has saved us a lot of time and money due to quick action.

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• We've seen an increase in number of registrations for webinars by advertising them in-app using intercom.
• Greater awareness of product releases which has help reduce frustration and promote satisfaction and ultimately stickiness to product.
• Greater number of leads because visitors to website are more likely to submit a query in a chat box than send a direct email.

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