Intercom Customer Service Platform Consultants and Experts

There are cheaper platforms than Intercom, but we would only consider Intercom expensive if underutilised. If it is properly used, in fact it can work out much cheaper than paying for multiple platforms, for example Intercom + Hubspot or Intercom + Salesforce or Intercom + Mailchimp. Intercom can take on all of the functionality of your CRM or ESP, potentially halving your total spend. It’s worth consulting with an expert on doing this, who can advise on any limitations or tradeoffs.

Intercom is generally a very intuitive platform to use for customer support agents, and many familiar features are present. To get the minimum 20-30% out of Intercom is very straightforward, but to maximise the value and usefulness of all the automation and marketing features, specialist expertise or consultancy is often sought.

We would always say that Intercom is only as powerful as the data you feed it. Intercom’s most powerful automations work best when using a rich and accurate source of data – that is to say the attributes and events that you give it. There are a variety of ways to push data to Intercom, but you need to consider how you will maintain, update, and (if necessary) delete that data so Intercom stays up to date and truthful.

Intercom’s survey functionality is quite comprehensive, allowing you to natively produce Net Promoter Score, Customer Satisfaction, and other types of customer surveys which launch through your Intercom integration as in app messages on your website or app. Prior to Intercom’s own survey product, the best way to “natively” launch surveys was through a connected 3rd party product like Wootric, that could integrate with the messenger. These days Intercom is working to do all the jobs that 3rd party integrations used to provide.

Providing you are not already using Intercom, and your business fits within Intercom’s early stage limitations, you can take advantage of very large discounts (90% off in year 1), which taper down over the next years. Of course if you exceed the limits you may have to move onto regular pricing. We have used Intercom’s early stage program in our own businesses and it is the same functionality as normal Intercom, just with volume and seat limits.

Intercom’s marketing automation is its secret weapon, but 90% of businesses don’t take advantage of it. We regularly consult with businesses that have Intercom for customer support, but also pay for a CRM, marketing automation platform, a manual email ESP and customer survey platform. Intercom can do all of these things natively, and you can build Series, which are sophisticated automated campaigns elegantly tying all channels together.

Intercom's Fin agent currently uses Claude, from Anthropic. "Fin 2" is the current version of the agent, the original Fin used ChatGPT, from Open AI.