Intercom

Intercom is a customer service platform that integrates a knowledge base to deliver help content to customers, thereby scaling support operations. It offers a bot that suggests relevant articles for repetitive questions, enhancing the customer experience. The platform is designed to provide 24/7 help, even when the support team is not available, and aims to establish a single source of truth for customers to find answers, tips, and important information. Intercom also allows for help delivery in context, optimized for various channels such as websites, mobile apps, in-product messages, or chat. Additionally, it includes a Messenger feature on every article, enabling customers to start a conversation for further assistance. The platform supports the creation of multilingual articles to cater to a global customer base and offers professional publishing tools to create engaging content with images, videos, and interactive guides. Intercom also provides insights for smarter self-service through feedback loops and automated feedback tracking, helping to identify blind spots and areas for content improvement.

• Integrated knowledge base for self-service support
• Bots that suggest relevant help articles
• 24/7 availability for customer queries
• Contextual help delivery across multiple channels
• On-article Messenger for instant customer conversations
• Multilingual article creation for global customers
• Professional content creation tools with multimedia support
• Customizable help center for branding consistency
• Feedback loops and automated feedback tracking
• Insights to identify content effectiveness and improvement areas
• Outbound messaging for proactive issue resolution

• Diverting repetitive customer queries to self-service
• Providing continuous support even outside business hours
• Tailoring help content to various customer segments
• Offering immediate assistance through in-context chat
• Enhancing the customer experience with personalized content

• Streamlining customer support for e-commerce platforms
• Enhancing user assistance in SaaS applications
• Providing localized support for international businesses
• Improving customer engagement through proactive messaging
• Reducing support queue times and team workload

• Over 25,000 companies use Intercom for conversational experiences