intercom.help

Product Introduction
Intercom is a customer service platform designed to streamline support operations through AI-driven automation and personalized engagement. It empowers businesses to deliver seamless, efficient, and scalable assistance by combining a centralized knowledge base, AI-powered chatbots, and omnichannel communication tools. Whether you're handling repetitive queries or anticipating customer needs, Intercom positions itself as a one-stop solution for modern customer experience (CX) management.

Core Features
Intercom’s functionality revolves around eight key modules:

Help Desk: A unified interface for managing customer interactions, including email, chat, and in-app messages.

AI Chatbot: Automates responses to FAQs, qualifying leads, and routing tickets to reduce human workload.

Proactive Support: Uses outbound messaging to address issues before they escalate, improving resolution rates.

Omnichannel Platform: Integrates all communication channels (web, mobile, email, social) into a single dashboard for consistent service.

Knowledge Base: Curates multilingual, searchable articles with multimedia content to enable self-service.

Inbox & Tickets: Organizes conversations into manageable tickets for prioritization and team collaboration.

AI Insights & Reporting: Analyzes customer behavior, agent performance, and support metrics via customizable dashboards.

Workflows & Integrations: Automates tasks (e.g., onboarding, SLAs) and connects with third-party tools like CRM systems and payment platforms.

Use Cases
Intercom excels in scenarios where speed and scalability are critical:

Global Self-Service: Create and publish multilingual articles with videos/images to cater to international audiences.

Lead Qualification: Deploy AI chatbots to filter leads, capture user intent, and escalate high-priority cases.

Proactive Issue Resolution: Send targeted messages to users based on behavior (e.g., cart abandonment, inactivity).

Centralized Support Hub: Consolidate all customer queries into a single inbox, ensuring no request is overlooked.

Agent Empowerment: Use AI insights to identify training gaps and optimize workflows for faster query resolution.

FAQ How does Intercom pricing work?
Plans are based on the number of "Messages Sent," which includes all outbound communications. Visit Intercom Pricing for full details.

What’s the difference between Full and Lite seats?
Full seats grant access to all features for agents, while Lite seats (free for up to 5 users) restrict access to workflows and reports.

How does the free trial work?
Sign up for a free trial here to test features for 14 days before committing. No credit card required.

Can I pay in my local currency?
Yes, Intercom supports 17+ currencies. Check this link for payment options and methods.

What is Fin AI Agent?
Fin is a conversational AI tool that automates complex customer interactions (e.g., policy lookups, booking changes) across channels.

Are there extra costs for app integrations?
Intercom partners with 100+ apps on its App Directory. Most integrations are free, but premium features may incur charges.

How to contact Intercom support?
Email email@intercom.com for urgent issues or visit Contact Sales for enterprise inquiries.

Do startups get discounts?
Yes, Intercom offers tailored pricing for startups with fewer than 100 employees. Inquire via the About Us page.

How to change plans or seats?
Adjust team size or upgrade/downgrade plans in your account settings. For bulk changes, contact sales directly.

What’s Proactive Support Plus?
An advanced feature enabling personalized, rule-based outreach campaigns powered by predictive analytics.