Intercom is an AI-first customer service platform that enhances the customer experience and improves operational efficiency, built on a single AI system with three major components: AI Agent, AI Copilot and AI Analyst (coming soon) to deliver customer service.
$39
per month per seat
Luma
Score 9.6 out of 10
N/A
Serviceaide headquartered in San Jose offers Luma, an AI virtual assistant designed for customer support.
N/A
Pricing
Intercom
Luma
Editions & Modules
Essential
$39
per month per seat
Advanced
$99
per month per seat
Expert
$139
per month per seat
The Early Stage program
From $65 for 5 support seats
per month
Proactive Support Plus add-on
from $99
per month
No answers on this topic
Offerings
Pricing Offerings
Intercom
Luma
Free Trial
Yes
No
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
AI customer service features included in every plan.
Intercom integrates Help desk, AI Chat bot, and Proactive support.
Intercom is an excellent tool for client communication. It’s intuitive and supports various formats such as emails, posts, and banners, which are especially useful for sharing important updates like maintenance notices. Having all communication channels in one place makes it efficient and reliable for keeping clients informed and engaged. I gave 9 because I never used any other tool
I can fast chat, share files, share screens, present, and collaborate on any work through a streamlined interface. it is very easy to use and accessible worldwide for meetings despite long distances between users, You can use it to meet people virtually using video and audio, making it easy to connect with people across borders. It saves a lot of time and is effective for both discussion and work meetings.
Detailed reports for chat, other support tools focus too much on tickets, it doesn't work for us
Snoozed, being able to postpone some conversations without necessarily having to turn them into a ticket, Intercom's focus on chat (real-time service) is the biggest reason we don't want to change tools
The range of apps helps a lot, today there are 2 apps that particularly help us a lot, which are the video recording app and the one with wootric.
Relatórios detalhados para chat, outras ferramentas de suporte focam muito em ticket, para nós não funciona
Snoozed, poder adiar algumas conversas sem precisar necessariamente transformar em ticket, o foco em chat (atendimento em tempo real) do Intercom é o maior motivo de não querermos trocar de ferramenta
A amplitude de apps ajudam muito, hoje tem 2 apps que particularmente nos ajudam muito que é o de gravação de vídeos e o com o wootric
It provides quick replies to the customer with chat it has AI which determines and replies to frequently asked questions.
Without stating the whole sentence it understands what the user is going to express it helps to get a better approach in terms of communication stability.
The best part is effective and satisfactory support given by he service owners.
We have been and will be continuing our journey with Intercom and nothing too concerning has happened that I have experienced or heard of that has us on the edge yet. If it ever happens it will be something along the lines of "Outgrowing" the use of need of the platform.
The transition from AI to human is seamless. This is from my experience of contacting Intercom for help and your use of Fin AI. We currently do not have the scale for Fin AI, but it is under consideration for the near future. Outside of Fin AI for our use case, bots and automation have made it easier to direct users to the correct knowledge materials and made the transition to human support seamless when needed.
Intercom is the premier customer support/engagement model and it definitely has one of the top tier customer support teams as well. I don't think I have ever waited more than 5 minutes to get the information I need or get help with an issue. They are incredible and I aim to model our customer service department after them.
The intercom is more intuitive and provides easier management and personalization of our conversations. It's been a while since I used Zendesk, so this might have changed, but Intercom provides a bigger catalog of functionality targeted to product marketing, such as emails, in-app banners, pop-ups, and, overall, outbound communications.
Intercom has allowed Frayt to improve customer satisfaction by ensuring any active issues are addressed immediately to ensure effective service for their needs.
Has decreased the time for response when addressing contractors due to the ability to reach out through various means to individuals.
Has increased visibility for specific issues to multiple team members for things to be addressed appropriately.
It is a somewhat complex tool to use where the learning curve can be high, but in the long run, customer service agents feel that the work is lighter. They are able to attend and prioritize customer calls making all customers feel satisfied with our services.
The purchase of this software is an investment that is undoubtedly worthwhile because, in the medium and long term, the sales department will work better and will be much more productive.
