avatar Intercom Review

Intercom excels in customer messaging and engagement. Strong in chatbots, email campaigns, and analytics. Could improve pricing structure and customization options. Offers valuable insights but can be complex for small businesses.

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What we love:

Ticket Management

Efficient system for organizing and managing customer inquiries, with customizable views and prioritization options.

8/10

Knowledge Base Management

Robust platform for creating and organizing help articles, with easy search and integration into chat.

9/10

Automated Workflow and Routing

Good automation capabilities for routing and assigning tickets, but could offer more advanced workflow options.

7/10

Basics

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Ticket Management
create, assign, and track customer support tickets
Knowledge Base
centralized repository of support articles and FAQs
Multi-Channel Support
manage tickets from email, chat, phone, and social media
SLA Management
set and monitor service level agreements
Reporting and Analytics
generate insights on support performance and trends
Customer Portal
self-service area for customers to submit and track tickets

Advanced

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Automation Rules
automate ticket routing, responses, and escalations
AI-Powered Chatbot
provide automated responses to common queries
Sentiment Analysis
analyze customer emotions in support interactions
Predictive Support
anticipate customer issues before they occur
Customizable Workflows
create tailored support processes for different scenarios
Asset Management
track customer-related assets and their support history

Support

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Phone Support
provide customer support via phone
Email Support
offer customer support through email
Chat Support
provide real-time support via chat
24/7 Support
offer round-the-clock customer assistance
User Roles and Permissions
manage access levels for different users
Onboarding and Training
provide resources to help users learn the system

Technical

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API Support
allow integration with other software via api
Third-party Integrations
connect with CRM, project management, and other tools
Single Sign-On
enable access through existing authentication systems
Customization Options
tailor the helpdesk interface and functionality
Data Export
export helpdesk data for external analysis
Documentation and Knowledge Base
provide comprehensive guides and resources

Best for company size?

Small Business 9/10
Mid-sized Business 7/10
Large business 5/10

Industry Focus

SaaS 9/10
E-commerce 8/10
Financial Services 7/10
Education 7/10
Healthcare 6/10
Marketing and Advertising 8/10
Travel and Hospitality 6/10
Media and Entertainment 7/10