Intercom Overview

Intercom's AI-first customer service solution transforms customer interactions with its Fin AI Agent. This human-quality AI agent seamlessly integrates across platforms, including Tickets, Inbox, Phone, and Help Center, enhancing customer engagement and support efficiency. Businesses experience improved response times and customer satisfaction, leveraging AI to handle inquiries with precision and consistency. Intercom's platform supports customer service teams and leaders by providing actionable insights and streamlined communication channels. This positions businesses to meet evolving customer expectations in real-time, fostering loyalty and trust. The AI-driven approach ensures scalability and adaptability, crucial for dynamic market demands.

Use Cases

Customers recommend Engagement Management, Helpdesk Management, Onboarding, as the business use cases that they have been most satisfied with while using Intercom.

Other use cases:

  • Communication Management
  • Knowledge Management
  • Customer Feedback Management
  • Contact List Management
  • Collaboration
  • Conversion Management
  • Generation Of New Leads
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Business Priorities

Enhance Customer Relationships and Acquire Customers are the most popular business priorities that customers and associates have achieved using Intercom.

Other priorities:

  • Increase Sales & Revenue
  • Launch New Products
  • Improve Internal Communications
  • Scale Best Practices
  • Improve ROI
  • Enter New Markets Internationally Or Locally
  • Establish Thought Leadership
  • Build Brand Awareness
  • Grow Market Share
  • Improve Efficiency
  • Reduce Bounce
  • Improve Digital And Social Presence
  • Improve Consistency
  • Improve Brand Engagement
  • Increase Customer Life Time Value
  • Improve Navigation
See all business priorities See less business priorities

Intercom Use-Cases and Business Priorities: Customer Satisfaction Data

Intercom works with different mediums / channels such as Chat. User Generated Content. Blogs etc.

Intercom's features include Bot, Personalization, Ticketing, etc. and Intercom support capabilities include Phone Support, Chat Support, Email Support, etc. also Intercom analytics capabilities include Analytics, and Custom Reports.

Reviews

"A key value differentiator of Intercom compared with Zendesk was its ability to offer proactive and self-serve support capabilities." - Vincent Terol

Intercom, Helpcrunch, Haptik, iSpring Suite, Gusto, etc., all belong to a category of solutions that help Live Chat. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

Intercom is the complete AI-first customer service solution, enhancing support teams with AI agents, copilots, ticketing, and phone services. Exceptional customer experiences are delivered efficiently.

Popular Business Setting

for Intercom

Top Industries

  • Computer Software
  • Internet
  • Information Technology and Services

Popular in

  • Small Business
  • Mid Market
  • Enterprise

Intercom is popular in Computer Software, Internet, and Information Technology And Services and is widely used by Small Business, Mid Market, and Enterprise.

Intercom Customer wins, Customer success stories, Case studies

What benefits does Intercom offer for Engagement Management?

What solutions does Intercom provide for Helpdesk Management?

What Are the key features of Intercom for Onboarding?

How can Intercom enhance your Communication Management process?

How does Intercom address your Knowledge Management Challenges?

15 buyers and buying teams have used Cuspera to assess how well Intercom solved their Live Chat needs. Cuspera uses 22946 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Live Chat needs.

CUSTOMERS TESTIMONIALS
Intercom testimonial

Vincent Terol

Head of Customer Success

Spendesk
A key value differentiator of Intercom compared with Zendesk was its ability to offer proactive and self-serve support capabilities. Testimonial By Vincent Terol
Intercom testimonial

Elif Koral

Head of Customer Experience

Livestorm
When I joined the team, we were using Drift. I lobbied to make the switch to Intercom because of its superior UX and automation capabilities. Testimonial By Elif Koral
Intercom testimonial

Yvonne Chen

VP of Marketing

Udemy
With Intercom, we’ve seen 30% revenue growth quarter over quarter and now we’re rolling it out across the entire customer lifecycle. Testimonial By Yvonne Chen
CUSTOMERS TESTIMONIALS
Intercom testimonial

Vincent Terol

Head of Customer Success

Spendesk
A key value differentiator of Intercom compared with Zendesk was its ability to offer proactive and self-serve support capabilities. Testimonial By Vincent Terol
Intercom testimonial

Elif Koral

Head of Customer Experience

Livestorm
When I joined the team, we were using Drift. I lobbied to make the switch to Intercom because of its superior UX and automation capabilities. Testimonial By Elif Koral
Intercom testimonial

Yvonne Chen

VP of Marketing

Udemy
With Intercom, we’ve seen 30% revenue growth quarter over quarter and now we’re rolling it out across the entire customer lifecycle. Testimonial By Yvonne Chen

Anthropic - Information Technology And Services

Intercom’s Fin AI Agent helped Anthropic improve customer service. Anthropic needed to support a wide range of customers and manage spikes in support volume. They chose Fin to scale personalized supp...ort and handle complex queries. In just over a month, Fin resolved 50.8% of queries and tens of thousands of customer questions. This allowed Anthropic to focus on building safe, reliable AI while delivering better user experiences.

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Breathe - Computer Software

Fin AI Agent helped Breathe, an HR SaaS platform, handle a high volume of repetitive support queries. Breathe improved Fin’s resolution rate from 56% to 80% in less than a year. The team restructured... their knowledge base and created custom Snippets to boost AI accuracy. Fin enabled Breathe to scale support without losing quality or warmth. The efficiency gains led to new roles and allowed agents to focus on complex issues.

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Clay - Computer Software

Fin AI Agent helped Clay scale customer support as their user base grew. Clay moved from manual Slack-based support to using Fin and Intercom, enabling support across multiple channels. Fin now parti...cipates in 90% of support conversations and resolves up to 50% of them. The support team can now focus on complex queries and build stronger customer relationships. Response times improved, and team stress levels dropped.

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Frends - Business Process Automation (BPA), Data Integration, Software

Intercom's Fin AI Agent helped Frends improve customer support. Frends used Fin to handle most support requests, reaching a 90% resolution rate in the last 30 days and peaking at 94%. Fin now resolve...s over 90% of all support requests without human help. This let the human team focus on complex issues. Customer satisfaction rose, with Frends earning a 4.2 out of 5 in surveys. The blend of AI and human support made Frends' service faster and more reliable.

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Lightspeed - E Commerce, Fintech

Fin AI Agent helped Lightspeed improve customer service. The team saw up to a 65% AI resolution rate after using Fin AI Agent. They also rolled out Fin AI Copilot, which let support agents close 31% ...more conversations each day. Lightspeed used Intercom Academy and in-house training to prepare staff. The company managed change by focusing on training and ongoing support for a smooth rollout.

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Nuuly - Retail

Fin AI Agent helps Nuuly resolve 38% of customer queries instantly. Nuuly uses Fin to make support faster and more efficient. The team reduced response times by 20%. They keep a 95% customer satisfac...tion score. Fin also helped lower the contact rate by 11%. Support associates now focus on complex issues and build better customer relationships.

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Frequently Asked Questions(FAQ)

for Intercom

What is Intercom?

Intercom is a complete Customer Communications Platform providing Conversational Support, Conversational Engagement and Conversational Marketing for businesses ranging from small to Medium and Large Enterprises. The software can be used across industries such as E-commerce, Financial Services, Healthcare, Education and more. The software is optimized for desktop and mobile devices.

Intercom helps in building strong customer relationships with its range of communication features such as Chatbots, Support Bots, Shared Inbox, Product Tours and Campaign Builder tools. The Business Messenger module provides personalized customer conversations in real-time through Chatbots, customer self-serve support, delivers out-bound messages on the website, provides targeted messaging to specific segments, and interactive guided product tours.

The Management tools feature provides collaboration support to teams within the organization, with tools such as Shared Inbox that helps with quick attention to customer requests, automated processes for routing assignments, code-free chatbot builder that helps in tasks such as collecting information or answering queries. Intercom’s CDP feature provides for a common repository of customer and behavioral data, that helps with easy access to history, enabling personalized customer interactions.

Intercom integrates with the regular business applications and provides APIs where custom integration is required.

What is Intercom used for?

Intercom is a Live Chat Software mainly used by its customers to Enhance Customer Relationships and Acquire Customers by Engagement Management, Helpdesk Management and Onboarding .

What are the top features of Intercom?

bot, Personalization and Ticketing are some of the top features of Intercom.

Who uses Intercom?

Intercom is used by Computer Software, Internet and Information Technology And Services among other industries.

What are Intercom alternatives?

Helpcrunch, Haptik, ISpring Suite and Gusto are popular alternatives for Intercom.

Where is Intercom located?

Intercom is headquartered at 55 2nd Street, 4th Floor, San Francisco, California 94105, US.
lightning

Peers used Intercom for engagement management and helpdesk management

Intercom Features

  • Low
  • Medium
  • High
FEATURE RATINGS AND REVIEWS
AI Powered

4.28/5 ★

Read Reviews (76)
Analytics

3.61/5 ★

Read Reviews (619)
Custom Reports

3.24/5 ★

Read Reviews (1754)
CAPABILITIES RATINGS AND REVIEWS
AI Powered

4.28/5 ★

Read Reviews (76)
Analytics

3.61/5 ★

Read Reviews (619)
Custom Reports

3.24/5 ★

Read Reviews (1754)

Software Failure Risk Guidance

?

for Intercom

Overall Risk Meter

Low Medium High

Top Failure Risks for Intercom

Intercom, Inc. News

Product

Intercom adds analytics tools to help AI agents deliver their best work - Diginomica

Intercom has launched new analytics tools designed to enhance its AI customer service agents. These tools provide actionable insights, enabling AI to resolve customer issues more effectively. The update strengthens Intercoms AI-powered support platform, focusing on improved resolution rates and operational efficiency for enterprise customer service teams.

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Partnership

Claude AI Integrations Launch: Connect with Asana, Intercom, Zapier for Automated Crypto ...

Claude AI has launched new integrations with Asana, Intercom, and Zapier, enabling users to automate crypto trading workflows by connecting these platforms for enhanced operational efficiency.

Read more →

Intercom, Inc. Profile

Company Name

Intercom, Inc.

Company Website

//intercom.com

HQ Location

55 2nd Street, 4th Floor, San Francisco, California 94105, US

Employees

501-1000

Social

Facebook Linkedin Twitter

Financials

SERIES D