What is Intercom?
Intercom is a comprehensive, AI-first customer service platform designed to transform the way businesses interact with their customers. It is built on a single AI system with three major components: AI Agent, AI Copilot, and AI Analyst (scheduled for release in 2024), all of which learn from every customer conversation to improve the system.
Key Features and Functionality
Customer Support
- Omnichannel Support: Intercom allows businesses to meet customers wherever they are, through various channels including email, phone, messenger, and live chat. All conversations are routed directly to a unified inbox for easier prioritization and resolution.
- AI Agent: This AI-powered agent provides instant, accurate answers to customers 24/7, handling frontline support and enabling human teams to focus on higher-impact work.
- Help Center: Intercom offers an integrated help center that customers can access through any channel, providing on-brand support content.
Agent Productivity
- AI Copilot: This feature provides instant, always-on assistance for support agents, enhancing their productivity and efficiency.
- Team Inbox: A complete and easy-to-use inbox featuring tickets, built-in phone support, and other tools to maximize agent productivity.
- Customization and Automation: Intercom allows for the automation of repetitive tasks through a no-code visual builder, including triggers, conditions, and rules. It also supports customization of chat widgets and other tools to fit the business’s brand and needs.
Support Leadership
- Reporting and Analytics: Support leaders can monitor, analyze, and optimize their support operations with instant AI insights, real-time performance data, customizable reports, and actionable CSAT and customer feedback.
- Workflows and Automation: The platform enables the automation of workflows, reducing support volume and keeping customers happy through in-context, automated messages.
- Knowledge Hub: A central knowledge management system to optimize and configure all content sources for AI, agents, and self-serve support.
Communication and Engagement
- Live Chat and In-App Messaging: Intercom offers live chat widgets that can be customized to fit the business’s brand. It also supports in-app messaging, enabling businesses to engage with customers directly within their applications.
- Automated Messaging: Consistent communication is facilitated through automated messaging, which can be configured to respond to frequently asked questions using built-in AI and NLP.
Integration and Customization
- Third-Party Integrations: Intercom has over 300 third-party integrations, allowing businesses to connect with various applications such as CRM, marketing, and eCommerce solutions. This ensures that Intercom complements the existing technology stack of the business.
- API Access: Businesses can modify Intercom’s features using API access, enabling the construction of new solutions, automation of processes, and integration with private systems.
Additional Capabilities
- Product Tours: An add-on feature that aids in onboarding, adoption, and feature discovery through UI patterns like modals, tooltips, and microvideos. This helps in tracking and optimizing product adoption.
- User Segmentation: Intercom allows for user segmentation based on various attributes, enabling businesses to deliver personalized experiences to different customer segments.
Plans and Pricing
Intercom offers several plans tailored to different business needs, starting from a Starter plan at $74/month, a Pro plan with custom pricing, and a Premium plan also with custom pricing. Each plan includes a range of features, with additional add-ons available for specific functionalities like product tours.
In summary, Intercom is a powerful customer service platform that leverages AI to enhance customer support, agent productivity, and support leadership, while offering extensive integration and customization options to fit the unique needs of various businesses.