TechRadar Verdict
Intercom has a lot going for it.
It is highly customizable and offers an impressive number of integrations.
It just might be a bit expensive for some businesses.
No business can survive for long without some sort of customer support.
Things go wrong and customers encounter challenges.
If your brand has booted for the latter, then you could do a lot worse than Intercom.
In fact, now seems like a good time to mention Intercoms AI capabilities.
This ensures Intercom stands out as one of thebest AI toolsin the helpdesk space.
It must be said, however, that Intercom is not one of the cheaper helpdesk programs currently available.
This is an increasingly competitive space, especially with the rise ofAI chatbotsand other automated tools.
Give Intercom a try and it could take your customer service to new heights.
This comes with some additional automation tools and AI features for growing support teams.
All users will enjoy the platforms inbox view, however, which comes with AI functionality throughout.
The way ticketing works with Intercom is designed to ensure conversations can continue within the same platform.
Theres no need to change tools, so the likelihood of things being forgotten or miscommunicated is minimized.
Other features include detailed reporting.
When discussing Intercoms features, its also worth drilling down into its Fin AI functionality in greater detail.
The Fin AI Agent helps with the resolution of customer queries using conversational answers.
It boasts a customizable setup and is self-improving so you should see your resolution rates improve with time.
On average, Fin AI increases agent efficiency by as much as 31%.
Integrations
As with many other digital tools, integrations play an important role for Intercom.
Fortunately, this is an area where Intercom performs well.
This includes several apps formarketinglikeMailchimp,Google Analytics, andTypeform.
Connecting with these apps helps Intercom users create more positive customer experiences, boosting loyalty.
Other Intercom integrations include several that are specifically geared toward optimizing sales.
Intercom also offers users the chance of creating their own custom integration, using its unique API.
This enables customers to seamlessly integrate Intercom with their own product, tech stack, or other tools.
This adds a layer of customization that you don’t see with many other helpdesk solutions.
Any changes you decide to make to the UI can also be previewed before they are implemented.
Although Intercoms UI may look great, its not been universally praised for ease of use.
Some have complained of a somewhat steep learning curve, but this shouldnt put you off.
After all, help is front-and-center for what they do.
With Intercom, one of the best places to start for assistance is the Intercom Community page.
Theres also an Intercom Academy to provide additional support across several topics.
Theres even the option of making your Intercom knowledge official through certification.
All data sent by Intercom is also encrypted in transit using 256-bitencryption.
Ultimately, whether Intercom is with the price will depend on your needs and budget.
