What is Intercom?
Intercom is a comprehensive, AI-first customer service platform designed to enhance customer interactions, streamline support operations, and facilitate product adoption. It is tailored for businesses of all sizes, from small startups to mid-market companies.
Key Features and Functionality
Customer Service and Support
- Omnichannel Support: Intercom allows you to meet customers wherever they are, through multiple communication channels such as live chat, email, and phone. It integrates a fully functional help center and supports inbound and outbound phone calls, as well as messenger calls and screensharing.
- AI-Powered Tools: Intercom features Fin AI Agent, which provides instant, accurate answers to customers 24/7. Additionally, Fin AI Copilot assists support agents with real-time guidance, and the upcoming AI Analyst will offer holistic AI insights and recommendations for support leaders.
Messaging and Communication
- Live Chat: The platform includes a customizable live chat widget that can be styled to match your brand. This feature enables immediate responses to customer inquiries, enhancing customer satisfaction.
- Automated Messaging: Intercom allows for the configuration of automated responses to frequently asked questions, using built-in AI and NLP to deliver relevant information quickly.
- In-App Messaging: You can enable live chat within your app to provide customer help, and use targeted emails, pop-up chats, and notifications to engage with your users.
Ticket and Case Management
- Ticket Creation and Response: Intercom offers a streamlined ticket creation and response system, complete with automated responses, attachments, and screencasts. This includes features like multiple inboxes, assignment rules, and ticketing systems.
- Workload Management: The platform provides tools for managing workload, including real-time dashboards, custom analytics, and workflow automation.
Product Adoption and Onboarding
- Product Tours: Intercom’s Product Tours add-on helps with onboarding and feature discovery through customizable UI patterns like modals, tooltips, and multi-step tours. These tours can be triggered by in-app events or scheduled for specific times.
- User Segmentation: The platform allows for user segmentation, enabling you to divide customers based on their needs and deliver personalized experiences. This includes pre-defined segments, custom segmentation filters, and detailed company profiles.
Integration and Customization
- Extensive Integrations: Intercom integrates with over 300 third-party apps, including CRM, marketing, and eCommerce solutions. This flexibility ensures that Intercom complements your existing technology stack.
- API Access: The platform offers API access, allowing you to customize features, automate processes, and integrate with private systems to meet specific business needs.
Additional Features
- Knowledge Base and Help Center: Intercom allows for the creation of a customizable help center and knowledge base, which can be localized to cater to different regions.
- Team Inbox and Customer Profiles: The platform includes a shared team inbox and detailed customer profiles, enabling better team collaboration and customer insights.
- Surveys, Tooltips, and Banner Messages: Intercom supports various engagement tools such as surveys, tooltips, and banner messages to interact with customers effectively.
Pricing and Plans
Intercom offers several pricing plans, including a Starter plan starting at $74/month, and custom pricing for Pro and Premium tiers based on the number of team seats and Monthly Active Users (MAUs). There is no free version, but a 14-day free trial is available to test the features before committing to a paid subscription.