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’s mission is very focused, and they do it well: facilitate meaningful customer connection. This should be important to every business.
• Intercom offers quick and helpful customer support.
• Intercom’s in-app messaging is powerful and unique in the market.

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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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• Intercom relies on “and/or” statements to build an audience, but “ands” and “ors” can’t be combined. There are workarounds, but sometimes it feels tedious.
• As someone in marketing (not engineering), I wish I had more visibility into how contacts entered the Intercom database. This sometimes feels opaque.
• I wish Intercom had built-in tools for cross-team collaboration—i.e., editorial calendars, etc. We have multiple messages running for multiple teams simultaneously and it can be hard to keep track of everything.

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• Positive from the cost savings of the service itself
• Positive from the labor savings from both the ease of setup and learning curve of the programmers

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• We were able to respond to customer needs much more quickly thanks to qualitative data
• We were able to engage with multiple customers quickly and easily from anywhere
• Enabled us to hire our first remote employee to handle support needs

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