Intercom product overview
Intercom is a conversational relationship platform (CRP) that builds customer relationships using scalable messaging for sales, marketing, and support. Organizations reach more customers more personally, regardless of conversation volume.
Intercom allows companies to speed up customer resolutions, qualify leads, and grow pipelines. Aside from its core live chat feature, the platform also provides organizations with bots, apps, product tours, email, messages, and a help center to create better relationships with customers.
Businesses can give their customer satisfaction the boost it deserves with Intercom’s Business Messenger. This feature enables companies to seamlessly provide human, self-serve, and proactive support. Intercom also offers cohesive and coordinated campaigns, chatbots to increase website conversion, and real-time conversations for revenue growth.
Global companies such as Atlassian, Shopify, and New Relic use Intercom to deliver conversational customer experiences through live chat, bots, and personalized messaging.
Pros of Intercom
- Intercom lets companies build segments and trigger-based auto messages to increase engagement and new feature adoption by serving the right message at the right time.
- The platform’s customer data feature targets, personalizes, and contextualizes every interaction with behavioral and customer data from across the stack, allowing for human communication and support.
Cons of Intercom
- According to some users, Intercom’s upgrades are more expensive compared to its competitors.
Breakdown of core features
Intercom provides support automation that scales teams by resolving common questions. It allows businesses to facilitate 24/7 automated support with the Resolution Bot. This chatbot uses machine learning to accelerate resolution times, even if the team is busy or offline. Resolution Bot automatically recognizes similar questions from past conversations to give answers. The chatbot responds to repeated questions, letting the team focus on more productive tasks.
The platform’s custom bots collect upfront info from customers, making support much quicker and more efficient than email—saving the time and energy of the team. Intercom lets companies customize bots without code. Users can design a bot in minutes to start triaging or acquiring leads for the team. Custom bots start conversations by using advanced targeting and enrichment and only engaging qualified leads. Custom bots can replace web forms and engage high-intent leads.
Intercom’s shared inbox workflows help resolve issues in real time and improve team efficiency without sacrificing CSAT. With this feature, teams can connect with customers wherever they are. Users can organize and respond to conversations on the website, through the product and mobile apps, and via email and social channels. The shared inbox allows businesses to create separate inboxes for support and sales, set permissions, and use notes and mentions to collaborate on tough questions.
(Last updated on 06/29/2021 by Liz Laurente-Ticong)