What is Intercom?
Intercom is a comprehensive AI-first customer service platform designed to transform the way businesses interact with their customers. It offers a suite of tools and features that enable companies to provide seamless, personalized, and efficient customer support across multiple channels.
Key Features and Functionality
Omnichannel Support
Intercom allows businesses to meet their customers wherever they are, through omnichannel support that integrates email, phone, and messenger conversations into a single inbox. This ensures easier prioritization and resolution of customer inquiries.
AI-Powered Customer Service
Intercom is powered by a single AI system with three major components:
- Fin AI Agent: Provides instant, accurate answers for customers 24/7, handling frontline support and enabling teams to focus on higher-impact work.
- Fin AI Copilot: Offers instant, always-on assistance for support agents, enhancing their productivity.
- AI Analyst (coming in 2024): Will provide holistic AI insights and recommendations for support leaders to optimize team performance.
Customizable Live Chat and Messaging
Intercom includes a customizable live chat widget that can be styled to match brand colors and integrated with various apps to create a self-serve experience. It also supports in-app messaging, pop-up chats, and targeted emails to deliver personalized communication to customers.
Product Tours and Onboarding
The platform offers a Product Tours add-on, which aids in onboarding and feature discovery through UI patterns like modals, tooltips, banners, and multi-step tours. These tours can be triggered based on in-app events or scheduled for specific times.
User Segmentation
Intercom allows for user segmentation, enabling businesses to divide customers based on their needs and deliver personalized experiences. It includes pre-defined segments (Active, New, Slipping away), AND/OR filtering, and detailed company profiles to analyze the user base.
Ticket and Case Management
The platform features robust ticket and case management capabilities, including ticket creation, automated responses, attachments, and screencasts. It also supports multiple inboxes, assignment rules, and ticketing systems to streamline support operations.
Help Center and Knowledge Hub
Intercom includes a customizable help center that can be accessed through any channel, providing support content to customers. The Knowledge Hub is a central knowledge management system that optimizes and configures all content sources for AI, agents, and self-serve support.
Workflows and Automation
The platform offers a no-code visual builder for automating repetitive tasks for customers and agents. This includes triggers, conditions, rules, and integration with the Fin AI Agent to reduce support volume and enhance customer satisfaction.
Reporting and Analytics
Intercom provides instant AI insights, real-time performance data, customizable reports, and actionable CSAT (Customer Satisfaction) and customer feedback. This helps support leaders monitor, analyze, and optimize their support operations.
Integrations and Apps
With over 300 integrations available through the Intercom App Store, businesses can expand the platform’s native functionality to maximize productivity and deliver personalized support.
Additional Features
Other notable features include role-based access, co-browsing, inbound and outbound phone calls, messenger calls, screensharing, interactive voice response, and custom roles, objects, actions, and events. Intercom also supports SSO (Single Sign-On) and identity management.
In summary, Intercom is a powerful customer service platform that leverages AI to enhance customer interactions, streamline support operations, and provide personalized experiences through its extensive range of features and integrations.