Intercom
Overview
Intercom is a leading provider of AI-first customer service solutions, offering a comprehensive platform that integrates AI technology to enhance customer support experiences. Their platform is designed to provide instant support through AI agents, assist support agents with AI copilots, and offer AI-driven insights for support leaders, making it a complete solution for businesses looking to improve their customer service operations.
Industry: Customer Service
Ideal Customer Profiles: Intercom's ideal customers are businesses of all sizes that are looking to enhance their customer service operations with AI technology. This includes startups, small businesses, and large enterprises across various industries that require efficient, scalable, and integrated customer support solutions.
Website: intercom.com
LinkedIn: http://linkedin.com/company/intercom
Twitter: http://twitter.com/eoghan?lang=en
Products
Fin AI Agent
Fin AI Agent uses sophisticated AI language models to resolve customer issues instantly across multiple channels, providing accurate and conversational answers based on support content.
Features
Instant Resolution
Description: Fin AI Agent resolves 50% of customer questions instantly by using advanced AI language models to provide accurate answers based on your support content.
Benefit: Reduces support volume and improves customer satisfaction by providing quick and accurate responses.
Conversational AI
Description: Fin AI Agent understands complex queries and can ask clarifying questions, providing a conversational experience similar to a human agent.
Benefit: Enhances customer experience by providing a more natural and engaging interaction.
Content Targeting
Description: Fin AI Agent pulls answers from multiple sources, such as Intercom articles, public URLs, and PDFs, to provide the best possible answer to customer queries.
Benefit: Ensures customers receive the most relevant and accurate information, improving resolution rates.
Custom Answers
Description: Allows businesses to create custom answers and take actions in external systems, providing flexibility and control over the AI's responses.
Benefit: Enables tailored responses that align with business processes and customer needs.
High Resolution Rate
Description: Achieves a high resolution rate by effectively handling a significant portion of customer inquiries without human intervention.
Benefit: Increases efficiency and reduces the workload on human support agents.
Fin AI Copilot
Fin AI Copilot acts as a personal AI assistant for support agents, providing instant answers and leveraging conversation history to enhance agent efficiency.
Features
Efficiency Boost
Description: Fin AI Copilot increases agent efficiency by 31% by providing instant answers and assistance, allowing agents to focus on more complex tasks.
Benefit: Improves productivity and allows agents to handle more customer interactions effectively.
Training and Guidance
Description: Fin AI Copilot assists with training, troubleshooting, and providing guidance to support agents, enhancing their ability to resolve issues.
Benefit: Reduces training time and improves the quality of support provided by agents.
Conversation History Utilization
Description: Uses past conversation data to generate accurate answers, ensuring consistency and reliability in responses.
Benefit: Improves response accuracy and reduces the time agents spend searching for information.
Content Integration
Description: Integrates information from internal and external content sources to provide the best possible answers to agents.
Benefit: Ensures agents have access to comprehensive and up-to-date information.
Insights and Oversight
Description: Provides insights into how agents use Fin and allows setting permissions for content access, ensuring proper use and data security.
Benefit: Enhances oversight and control over AI interactions, ensuring compliance and efficiency.
Help Desk
Intercom's Help Desk integrates inbox, tickets, and help center into a central, AI-enhanced workspace, streamlining customer support operations.
Features
Shared Inbox
Description: Centralizes customer conversations from all channels into a single, shared inbox for easier management and collaboration.
Benefit: Improves team collaboration and ensures faster response times.
Chatbots and Automations
Description: Includes basic chatbots and automation features to handle routine inquiries and tasks, freeing up human agents for more complex issues.
Benefit: Reduces workload on support agents and speeds up response times for common queries.
Ticketing System
Description: Manages customer inquiries through a ticketing system that tracks and prioritizes issues for efficient resolution.
Benefit: Ensures organized and systematic handling of customer issues, improving resolution efficiency.
Public Help Center
Description: Provides a public help center where customers can find answers to common questions and issues on their own.
Benefit: Empowers customers to self-serve, reducing the number of inquiries that require agent intervention.
Knowledge Base
Description: Allows for the creation of unlimited articles and collections to support customer inquiries and agent training.
Benefit: Provides a comprehensive resource for both customers and agents, improving knowledge sharing and support quality.
Workflows
Intercom's Workflows feature allows businesses to automate repetitive tasks using a no-code visual builder, enhancing efficiency and reducing manual effort.
Features
No-Code Automation
Description: Enables the creation of automated workflows using a visual builder, allowing businesses to automate repetitive tasks without coding.
Benefit: Saves time and reduces errors by automating routine processes.
Task Automation
Description: Automates tasks such as routing, snoozing, and closing conversations based on triggers and conditions.
Benefit: Increases efficiency by reducing the need for manual intervention in routine tasks.
App Integrations
Description: Integrates with over 450 apps, allowing for automated actions across various tools and platforms.
Benefit: Enhances productivity by connecting workflows with existing business tools.
Pre-Built Templates
Description: Offers pre-built templates for common use cases, making it easy to set up workflows quickly.
Benefit: Reduces setup time and provides a starting point for creating effective workflows.
Proactive Support
Description: Includes features for proactive customer support, allowing businesses to address issues before they arise.
Benefit: Improves customer satisfaction by anticipating and resolving issues proactively.
Outbound Messaging
Intercom's Outbound Messaging allows businesses to send automated, in-context messages to customers, reducing support volume and enhancing customer engagement.
Features
Proactive Messaging
Description: Sends automated messages to inform and educate customers, reducing the need for reactive support.
Benefit: Decreases support volume and improves customer satisfaction by addressing issues proactively.
Targeted Messaging
Description: Delivers messages through various channels, ensuring customers receive the right information at the right time.
Benefit: Enhances customer engagement and ensures timely communication.
Customer Onboarding
Description: Guides new users through the product with automated onboarding messages, improving their experience and understanding.
Benefit: Increases user adoption and reduces onboarding time.
Automated Outreach
Description: Uses a no-code visual builder to send targeted, sequential messages across multiple channels.
Benefit: Streamlines communication efforts and ensures consistent messaging.
Contact Rate Reduction
Description: Targets specific customer segments to reduce contact rates for temporary issues, improving efficiency.
Benefit: Reduces unnecessary support interactions, freeing up resources for more critical tasks.
Quantitative Benefits
"The results we have seen with Fin are groundbreaking, double-digit gains in engagement and resolution rates."
"Meeting customer demand has never been smoother, leading to an impressive 98% CSAT."
"Provide 24/7 support and resolve 50% of support volume, instantly."
"Intercom's AI bot Fin was launched in March 2023 with an average resolution rate of 28%. Today that number is 42%."
Source: Things we believe | Intercom
"Resolve 50% of customer questions. Instantly"
"The numbers speak for themselves. We're seeing a 50% resolution rate with Fin, which is pretty amazing."
"Increase agent efficiency by 31% with Fin AI Copilot"
"In testing, agents using Fin AI Copilot were able to close 31% more customer conversations daily, compared to agents not using Fin AI Copilot"
"By proactively targeting specific customers … we've seen a reduction of almost 80% in the contact rate for temporary issues."
"Meets Requirements 88%"
"Ease of Use 89%"
"Ease of Admin 88%"
"Chat/Live Support 94%"
"Community Forums 91%"
"Live Chat 93%"
"AI Text Summarization 86%"
"AI Text Generation 86%"
"In-App Messaging 92%"
"Attachments/Screencasts 89%"
"Customer Portal 90%"
"Pop-up Chat 93%"
"Automation 90%"
"Integration 87%"
"Artificial Intelligence 84%"
"Searchable Articles 91%"
"Performance & Reliability 91%"
"Knowledge Base 90%"
"Social Integration 85%"
"Team Inbox 91%"
"User, Role, and Access Management 88%"
"Likelihood to Recommend 90%"
"Co-Browsing 89%"
"Targeted Emails 90%"
"Ticket Collaboration 89%"
"Mobile Optimization 86%"
"Notifications 90%"
"Mobile User Support 85%"
"SLA Management 83%"
"Product Direction (% positive) 89%"
"Response Automation 85%"
"Ticket response user experience 88%"
"Customization 83%"
"Customer and Contacts Database 87%"
"Live chat 95%"
"A/B testing 88%"
"Route To Human 91%"
"Avg. Go Live Time (months) Average 1 Months"
"Increase agent efficiency by 31% with a personal AI assistant in the inbox."
Testimonials
"The results we have seen with Fin are groundbreaking, double-digit gains in engagement and resolution rates."
Sam Forde at Lightspeed
Source: Intercom: The complete AI-first customer service solution
"Meeting customer demand has never been smoother, leading to an impressive 98% CSAT."
Jeff Cardoso at MOO
Source: Intercom: The complete AI-first customer service solution
"The numbers speak for themselves. We're seeing a 50% resolution rate with Fin, which is pretty amazing."
Source: Offer an exceptional customer service experience | Intercom
"Fin was so seamless to integrate, just a few clicks and you suddenly have a 24/7 new teammate!"
Source: Offer an exceptional customer service experience | Intercom
"Our Lightspeed customer service agents are dramatically more efficient when using Fin AI Copilot. In testing, agents using Fin AI Copilot were able to close 31% more customer conversations daily, compared to agents not using Fin AI Copilot"
Source: Empower customer support agents with AI first tools | Intercom
"We love how easy it is to call a customer with just one click, directly from the inbox. It saves time and enables quicker, more personalized interactions."
Source: Empower customer support agents with AI first tools | Intercom
"Game changing product for support ticket automation and proactive customer support."
"By proactively targeting specific customers … we've seen a reduction of almost 80% in the contact rate for temporary issues."
Customer Stories
Lightspeed
Problem: Customer service agents needed to improve efficiency
Value Add: Intercom provided Fin AI Copilot to assist agents in their work
Outcome: Agents using Fin AI Copilot were able to close 31% more customer conversations daily, compared to agents not using Fin AI Copilot
Source: Empower customer support agents with AI first tools | Intercom
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