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Intercom is more than just a chat solution. It’s a customer messaging platform that can help you take your customer interactions to the next level. With its live chat and chatbot capabilities, Intercom allows you to engage with your customers in real-time, providing them with the support and information they need when they need it.
Founded in 2011 by Eoghan McCabe, Intercom provides a suite of tools for businesses to engage with their customers through a variety of channels, including email, in-app messaging, live chat, and push notifications. The platform is designed to help businesses build better relationships with their customers and improve customer satisfaction.
Now, you might be wondering, why should you choose Intercom over other chat solutions? Well, in this Intercom review, I’m going to give you seven compelling reasons why Intercom is the right choice for your business. Let’s get started!
When you sign up for Intercom, you’ll be greeted with a “quick-start guide” that will guide you through the platform and help you get started quickly. However, when it comes to creating chatbots, the interface can be a bit overwhelming at first. But don’t worry, once you get the hang of it, it’s actually quite easy to use.
Intercom offers two types of chatbots: the Task Bot and the Custom Bot. The Task Bot is an automated chatbot that kicks in when no live chat agents are available. It typically sends a message like “We typically respond in two hours.” On the other hand, the Custom Bot allows you to create a chatbot flow with various elements.
To create a Custom Bot, Intercom provides a Block builder, which has all the different blocks on the left and the content of the block on the right. Once you’ve determined the content of your Custom Bot, you can add Rules to determine on what pages you want to show this chatbot flow. You can also set a goal for your chatbot flow, which you can use for analytics. Plus, you can preview your chatbot flow before it goes live.
While the interface is generally easy to use, it can be a bit tricky to set up your chatbot at first. Intercom is a large product, and the chatbot setup process is just one part of it. Additionally, there are terms like “Outbound” and “Operator” that aren’t explained unless you search for them. The same is true for the chatbot names, which can be confusing if you’re not sure which one you need to use.
Overall, Intercom’s user interface is easy to use once you get the hang of it. The platform offers powerful chatbot capabilities that can help you engage with your customers in real-time. While it may take a bit of time to set up your chatbot initially, the end result is well worth the effort.
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Intercom’s chatbot elements offer a wide range of options to create an effective chatbot for your business. While some elements such as Audio, Attachments, and Galleries are not currently available, these limitations are not significant deal-breakers.
One standout feature of Intercom’s chatbot elements is the ability to display Helpdesk articles within your chatbot. This allows your customers to easily access valuable information and self-service resources without leaving the conversation.
Other available chatbot elements include text, buttons, images, and carousels, allowing you to create engaging and interactive conversations with your customers. These elements are easy to customize and can be tailored to meet the unique needs of your business and customers.
Intercom’s user management capabilities are a game-changer when it comes to understanding and engaging with your customers. With a complete overview of all users who have interacted with your chatbot, you can gain valuable insights into their behavior and preferences.
What’s really impressive about Intercom is how easy it is to gather and store important user data. With the ability to ask users questions and store their answers in custom fields or assign tags, you can personalize their experience and make sure they receive relevant information and offers.
But it doesn’t stop there. Intercom takes things to the next level by allowing you to create user segments based on specific custom fields and tags. This means you can target specific groups of users with personalized messages and offers, increasing the likelihood of conversion and engagement.
Imagine being able to deliver the right message to the right customer, at the right time. That’s exactly what Intercom’s user management capabilities allow you to do. By providing a comprehensive view of your users, and the ability to gather and store important data, Intercom helps you build stronger relationships with your customers and drive growth for your business.
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Intercom’s messaging capabilities allow you to communicate with your users in a variety of ways. While you can send broadcast messages to your users using large Posts or Banners, you cannot create a sequence of messages. However, you can create Series. This allows you to send a series of messages to your users over time, providing them with relevant information and offers.
One positive note is that Intercom does support multiple languages, so you can have a chatbot in multiple languages to reach a broader audience. However, translating your chatbot is not an easy process and may require some additional effort.
Intercom’s AI and NLP capabilities are a game-changer for customer service. Their Resolution Bot learns to understand user intent, providing personalized support. Automatic question importing from Zendesk saves time, and the bot’s accuracy and efficiency improve with each interaction.
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Intercom offers a range of channels to reach and engage with your customers, including the ability to place your chatbot on your website, iOS app, and Android app.
In addition to these channels, Intercom allows you to send email campaigns, such as client onboarding campaigns, automatically when someone becomes a new client.
While Intercom provides several additional channels for live chat, including Facebook, Twitter, and Slack, these channels cannot currently be used with your chatbot. This is a drawback, as it limits your ability to create an omnichannel chatbot experience for your users.
However, Intercom’s powerful live chat capabilities and integrations with other channels still make it a great option for businesses looking to engage with their customers across multiple platforms. With the ability to automate email campaigns and provide personalized live chat support, Intercom provides a comprehensive solution for businesses looking to connect with their customers in meaningful ways.
Intercom’s integrations are a standout feature, allowing businesses to easily connect with a variety of software applications. Their App Store offers over 100 direct integrations, and any developer can contribute to it for custom integrations that cater to specific business needs.
Intercom also offers integrations with Zapier and Make for even more flexibility, and their API allows businesses to create their own custom integrations using webhooks. With Intercom’s integrations, you can easily connect with the tools you need to streamline workflows and improve productivity.
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Intercom is designed for businesses of all sizes that want to improve their customer engagement and communication. The platform is ideal for sales, marketing, and support teams who want to streamline their workflows, automate tasks, and provide personalized support to their customers. Intercom’s scalability also makes it a great choice for growing companies looking to improve their customer interactions and drive growth. Whether you’re a small startup or a large enterprise, Intercom can help you improve your customer engagement and communication across multiple channels.
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Intercom offers a variety of pricing plans to fit different business needs. Their pricing is based on two factors: the number of seats, which determines the level of access teammates have to Intercom’s tools, and the number of unique people reached each month through outbound messaging.
Intercom’s pricing plans include Support, Engage, and Convert, each with different features and capabilities. However, to get an exact price for your business, you’ll need to consult with Intercom’s customer support. While this may seem like a drawback, it actually allows for greater flexibility in pricing and ensures that businesses only pay for the features they need. So if you’re looking for a customizable pricing plan that can scale with your business, Intercom may be a great choice.
In conclusion, Intercom is a powerful chat solution that can provide numerous benefits for businesses looking to improve their customer engagement and support. From its intuitive interface to its customizable settings and extensive integrations, Intercom offers a wide range of features to help businesses streamline their workflows and connect with their customers more effectively.
Whether you’re looking to automate your customer service with chatbots, create targeted marketing campaigns, or track customer data for better insights, Intercom has the tools you need to succeed. And with its flexible pricing plans and scalable features, Intercom can adapt to your business needs as you grow and evolve.
So if you’re in the market for a chat solution that can help you take your customer engagement to the next level, consider giving Intercom a try. With its powerful features, intuitive interface, and extensive integrations, it may be just what your business needs to succeed.