Intercom

Trial

intercom.com

Manytools

CRM Management Tools

Intercom

Trial

intercom.com

Discover how Intercom revolutionizes customer support with their AI-first approach. Enhancing agent efficiency, offering 24/7 support, and empowering support leaders with actionable insights. A complete customer service solution.

Popularity

21% people use it

Features

Case Management

Tracks issues/help requests reported by customers through the resolution process.

Contact & Account Management

Store and retrieve information associated with customer contacts and accounts. Track company-wide communication and information about contacts and accounts.

Customization

Allows administrators to customize to accommodate their unique processes. Includes creating custom objects, fields, rules, calculations, and views.

Integration APIs

Application Programming Interface - Specification for how the application communicates with other software. API's typically enable the integration of data, logic, objects, etc with other software applications.

Case Management

Tracks issues/help requests reported by customers through the resolution process.

Contact & Account Management

Store and retrieve information associated with customer contacts and accounts. Track company-wide communication and information about contacts and accounts.

Customization

Allows administrators to customize to accommodate their unique processes. Includes creating custom objects, fields, rules, calculations, and views.

Integration APIs

Lead Management

Allows users to manage and track leads through a process. The lead process typically involves steps such as: 1. Lead Generation, 2. Customer Inquiry, Inquiry Capture, Lead Filtering, Lead Grading, Lead Distribution, and Lead Qualification.

Opportunity & Pipeline Mgmt.

Manage sales opportunities through their lifecycle from lead to order. Track stages, values, and probabilities of close. Manage sales pipelines by individual sales rep, team, region, and company-wide.

Reporting

Enables reporting of all data contained within the system. Typically contains standard reports as well as the ability to create ad-hoc reports.

Sandbox / Test Environments

Allows administrators to develop and test changes to the CRM deployment easily. After changes are made admins can easily migrate the changes into the "live" or "production" environment.

Task / Activity Management

Manage and track tasks and activities. Assign due dates and integrate into calendars to manage daily schedules and priorities.

User, Role, and Access Management

Grant access to select data, features, objects, etc., based on the users, user role, groups, etc.

Workflow Capability

Automates a process that requires a series of steps that typically require intervention by several different users. Administrators can write rules to determine who and when a user needs to complete a step. It also includes notifications of users when they need to take action.

Platform

iOS

Android

Web

Price$65

Free

Go To Site

An AI-First Approach to Customer Support

Intercom's AI-first approach to customer support has truly revolutionized how businesses interact with their customers. The entire platform is powered by artificial intelligence, enabling instant support to customers through an AI agent — Fin. This bold step defies traditional customer support norms, integrating 24/7 support with strikingly high-resolution rates. Intercom's Omnichannel feature guarantees delivery of exceptional experiences no matter where your customers are, strengthening customer relationships and fostering brand loyalty.

How Intercom is Transforming Support Agents' Experience

Intercom aims to make agents' jobs more efficient and effective by integrating AI into their tools. With features like AI-enhanced inbox, personal AI assistant for every support agent, and tickets optimized for collaboration, agents can respond faster, work smarter, and bring resolutions quicker to the table. What's exciting and worth mentioning, is their Fin AI Copilot. This tool provides every support agent with their personal AI assistant that not only provides instant answers but also reduces time spent on redundant tasks, freeing agents to focus more on customers and their needs.

Intercom’s Value for Support Leaders

Intercom extends its focus from customers and agents to even the support leaders. It offers tools and insights to power up their support team, performance-boosting AI optimization tools to robust reporting and insights for support operations. Their workflow is also a sight to behold as it allows you to build powerful automations with their no-code visual builder, enabling quick and streamlines of operations. Also, with their proactive outbound messaging, you get ahead of known issues and reduce volume.

Why Intercom Sets the Bar in Customer Service

Intercom truly redefines customer service by being more than just an AI powered platform. Actions often speak louder than words, and Intercom exemplifies this by offering customizable support and multiple feature sets to serve customers better, including multilingual support and the ability to meet customers on multiple communication channels. What's even better, they offer an all-in-one place to manage all support content— Knowledge Hub, ensuring accuracy, relevancy, and quick delivery of support interactions. All these, combined with 450+ app integrations, makes Intercom the complete customer service platform you definitely can’t resist using.

Pros & Cons

Pros

Intercom offers AI-first customer service, improving efficiency and customer satisfaction.

Fin AI Agent resolves 50% of customer support volume instantly, reducing workload on human agents.

Provides omnichannel support, meeting customers on various platforms such as email, Messenger, WhatsApp.

Offers comprehensive reporting and insights for better decision-making and customer service improvement.

Scalable and customizable AI solutions suitable for businesses of all sizes.

Robust in-app integration capabilities with over 450 apps available to enhance productivity and personalized support.

Cons

Use of AI might not always provide a personal touch compared to human customer service representatives.

The full suite of features could be overwhelming for small businesses.

Requires time for setup and onboarding to fully understand features and applications.

Not specified if multilingual support covers all dialects and minority languages.

Advanced features and customizations might require technical knowledge and understanding.

Potential high pricing for small businesses and start-ups.

Frequently Asked Questions

Find answers to the most asked questions below.

What is AI-first and how does it apply to Intercom's customer service?

AI-first is a unique approach to customer service where Artificial Intelligence powers the entire customer support structure. Intercom's platform is AI-powered, enabling instant support to customers from an AI agent, providing immediate answers to support agents with an AI copilot, and furnishing instant AI insights to support leaders.

What are the features offered by Intercom's AI-first customer service platform?

Intercom's AI-first customer service platform provides a host of features such as 24/7 support from an AI agent, omnichannel support, a help center for customers, an AI-enhanced inbox for agents, proactive AI-powered help via Fin AI Copilot for agents, robust AI insights and reporting for leaders, and automated workflows. This is supplemented with outbound messaging, app integrations, and a knowledge hub for any necessary support information.

How does Fin AI Agent improve the support given to customers?

Fin AI Agent is much more than a chatbot; it provides 24/7 customer support and can resolve 50% of support volume instantly. It utilizes sophisticated AI language models to deliver accurate and conversational answers to customer queries, which are based solely on your support content.

How does Intercom deliver customer support across multiple channels?

Intercom provides Omnichannel support that lets you provide exceptional customer experiences regardless of where your customers are. It provides support across a variety of channels, including live chat, email, Phone, WhatsApp, Facebook, Instagram, and more, all leading into one inbox for easier prioritization and resolution.

How does Intercom ensure that support agents are more efficient?

Intercom provides AI-first tools to help support agents work more efficiently. The platform's AI-enhanced inbox helps maximize productivity, AI-powered Fin AI Copilot provides instant answers and assistance, and there is an efficient system for resolving complex issues with optimized tickets.

What features does Intercom provide for support leaders to better manage their teams?

Intercom provides a range of tools and insights for support leaders. They have access to AI-powered reports and insights, can build powerful automations with a no-code visual builder, and have the ability to send proactive messages to customers to anticipate and reduce inbound volume. They can also customize their workflows and tap into the power of over 450 apps via their app store for more dynamic and versatile team management.

Intercom Review

14 Aug 2022

Intercom identifies itself as a Conversational Relationship Platform, offering the chance to cultivate enhanced customer connections. Their primary offerings include three features: Live chat, Chatbots, and a Help Desk. In this evaluation, the main focus will be on live chat and chatbots. Intercom presents three distinct chatbot types: Task Bot – This chatbot engages only when no team members are assigned to the conversation or when a team member has concluded the discussion. For instance, if you pose a question, the Task Bot automatically sends "Chatimize typically replies in a few minutes". Custom Bot – This chatbot is entirely customizable, featuring specific flows and components. Resolution Bot – This chatbot proactively responds to customer inquiries (based on keywords).

Joren Wouters

Chatimize

chatimize.com

Intercom Review: A Complete Customer Communication System

Intercom serves as an all-inclusive customer relationship platform utilized by over 30,000 businesses, including well-known names such as IBM, Shopify, and Microsoft. You may have encountered their live chat software on various websites, as this is their most renowned offering. However, it is not their sole product. The platform integrates with numerous other products to facilitate team communication with customers, deliver exceptional support, foster robust relationships, and even drive sales.

Mitt Ray

APPSUMO

blog.appsumo.com

Intercom Review

09 Jan 2023

Intercom is a comprehensive messaging and live chat solution designed to assist companies in engaging with their prospects throughout the entire customer journey. Equipped with a chatbot, this software can be seamlessly integrated onto any page of a business's website, allowing for automated greetings and interactions with visitors, even when users are offline.

Melissa Pardo-BunteJanuary

BetterBuys

www.betterbuys.com