Intercom (now Fin): Pricing the work, not the software

A quick note - this episode was recorded before Intercom's name change in May 2026 and their acquisition by Salesforce in June 2026. Intercom was growing at 4% year-over-year while the median SaaS company was at 19%. Instead of optimising their way out of it, they scrapped their seat-based model entirely and rebuilt around a single metric: the resolved conversation. Rob and Ulrik tear apart how Fin AI's $0.99-per-outcome pricing works, why it's already pushing $100M ARR on its own, and where the model starts to break - including the hidden risk of a price war and the uneven value problem between a private bank and a gaming company. Topics covered: - Why outcome-based pricing works when the job-to-be-done is narrow - The seat-based model death spiral and how AI accelerated it - Fin's trojan horse GTM strategy: plug in on top of your existing helpdesk - Where the $0.99 flat rate leaves money on the table Pricing Page unPacked breaks down real SaaS pricing decisions every week - the trade-offs behind the page, not just what's on it. Pricing Page unPacked takes a real company's pricing page and breaks down the decisions behind it, the trade offs, and what it says about how the company actually wants to grow. Hosted by Rob Litterst and Ulrik Lehrskov-Schmidt For more information, catch us on https://www.willingnesstopay.com/