Intercom

Mainly for customer support, and outbound messaging. It is easy to use, very user friendly and any new employee gets along in a very smooth way.
The filters to select the appropriate audience are great, and it seems, they are also easy to set up since our developers' team always pulls up the labels asked pretty quickly.

Mainly using Intercom for product support and internal team escalations. We are using Intercom to collect customer data and customer support data for as voice of customer for future product development. For internal escalation, we are using it for efficiency and quality measurement for our internal colleagues to track the progress of the cases. Automation is part of the usage as well to manage some automated customer interaction.

I use it to send communications and structure onboarding journeys with tours, posts, articles and checklists.I monitor the metrics and constantly update these communications.

Intercom is used by the teams who specifically are gathering customer data through NPS, and CSAT scores. They heavily use it to float these surveys in the product. It is channel agnostic, so we were able to collect data through our surveys through our product's mobile app and web platform. We also had Intercom specialists on our team.

We use Intercom on our public facing website, on our web platform as well as our support email. All of the tickets funnel into one inbox for our support team to monitor. This helps our team all stay on the same page and be able to answer customer support inquiries effectively.

We use Intercom to help answer queries from our clients which allows us to be there straight away to respond and help them get immediate value out of our platform.

Customers write in chat to seek support while using our software, and we reply live except for the night time where we take advantage of the automation and the "robot" (as we call it) responds to the customer.
I find it a very good tool to have while assisting clients

We work on cases created and sent via Intercom for the Real Estate Industry. We support an App and any customer service issue / concern leads to cases being created and closed via Intercom.

It allows us to simplify ticketing. Previously it was done on Teams which was a nightmare and now we are able to consistently deal with customer tickets, escalate when necessary and effectively prioritise them when needed.

As of recent, we've had to use some integrations i.e Trello and Jira and intercom has made it a breeze raising specific ticket types.

Intercom helps us categorize issues per product, this is particularly helpful when reporting on metrics & KPIs.
Excellent display of self-serve content for all our clients and the possibility to choose and filter audience that can see it.
Outbound allows us to proactively relay any widespread issues to the affected clients in a very efficient and interactive manner.
Outbound serves great for advertising new products as well.
Interactive chat bot that our consumers like!

We use it for support, Queries of customer, scope is very good , we can solve queries because of intercom easily

We use Intercom for customer-facing communication. It is an easy line of communication directly to our support team so that we can assist suppliers without needing to get into back-and-forth emails, or try and reach each other on the phone. This is excellent since we are a global company, and many suppliers don't wish to pay for international calls to our global headquarters. Giving exact details and solutions to suppliers instantly across the world helps us maintain our company's effectiveness. We recently introduced an automated chatbot feature instead of just live agents and that helps us maintain consistent communication across our suppliers as well. Letting a bot handle initial contact while always providing the option to speak to a live agent is a wonderful feature, and being on the back end of things, we can see what problems people are having, so that when someone reaches out to a real person, we can have a solution ready to deploy or communicate to them immediately instead of having to research the problem all over again. That speed helps us maintain the level of customer service that our suppliers expect from us.

Intercom works for us.We use this program to answer customer's inquiries. This is where I spend the majority of my work day helping our customers. It is a very efficient tool and allows me to do my job with ease. Everything is right where I need it. I love Intercom.

We use Intercom for our customer service duties. It's a valuable and easy-to-use tool to communicate effectively with customers and users. It provides the necessary tools to carry our jib and give the best customer experience possible. It's also helpful for workload organization and distribution between different departments, so it is easy to collaborate with other teams. Moreover, it provides our customers with an easy-to-use interface to communicate their questions and issues.

Intercom gives me the ability to build product tours, message my users, announce new features and make urgent announcements without depending on my engineering team to write code. For me this is an essential way to have a relationship with my customers/users as a product manager. In addition, Intercom serves as a help center for product related documentation available directly in our web app (without the need to navigate away) and a chat/chatbot for users to ask questions and share feedback.

Live Chat Operations: MyHSA employs Intercom's live chat feature to provide real-time assistance to its users. We moved from Zendesk as it was awful. Life has been better ever since. When users have questions or issues, they can instantly engage with a MyHSA support representative, or a custom bot! This feature facilitates quick problem resolution, increasing user satisfaction and trust in the platform (which is super important with insurance and health care).

Pushing New Products and Features: Intercom enables MyHSA to proactively inform users about new products, features, and updates. Through targeted in-app messages, email campaigns, and push notifications, MyHSA can now reach out to the right users at the right time. This helps increase user adoption of new offerings and ensures users are aware of the latest enhancements.

Surveying Our Users: MyHSA plans to collect valuable user feedback through Intercom's CSAT and NPS survey tools. By sending targeted surveys at appropriate touchpoints, such as after a user interaction or a product update, MyHSA hopes to gather insights into user satisfaction, preferences, and pain points. This feedback will inform our product development and customer service improvements.

Product Tours: To onboard new users effectively and showcase key features, MyHSA will employ Intercom's product tour functionality. When users sign up or access the platform, interactive product tours guide them through the application, highlighting the most important features. This enhances user engagement and reduces onboarding friction.

Articles: MyHSA maintains an extensive knowledge base with articles addressing common user queries and issues. Intercom's Articles feature helps organize, display, and share these resources with users seamlessly. When users encounter issues or have questions, support representatives can send relevant articles to assist them, leading to quicker problem resolution and empowering users to find answers independently.

FAQ: Frequently Asked Questions (FAQs) are essential resources for self-service support. MyHSA utilizes Intercom's FAQ integration to maintain a dynamic FAQ section. Users can access this section to find answers to common queries, reducing the need for direct support interactions. This not only saves time for users but also allows MyHSA's support team to focus on more complex issues.

I use Intercom to create and manage all communication campaigns with my clients.These campaigns range from communications about product launches, satisfaction surveys and invitations to events.The channels I use most are: Emai, Pop up, Tooltip and News.I also manage my clients’ segmentations. My company is a SAAS specialized in providing Lean planning solutions for construction companies.I am responsible for all customer contact points. From individual communications to mass communications.I need to create them, segment them and monitor their engagement and make internal reports for my leaders.

We use Intercom mainly as our go-to platform for customer interactions. It helps us manage our customer support queries, allowing us to respond to our users in real time, and it’s super handy for engaging with potential customers and leads. It addresses our need to keep communication lines open and clear, solve user issues swiftly, and it’s crucial for getting feedback. It’s pretty much our all-in-one tool for anything customer-related!

Our website prompts visitors to connect if they have any questions or concerns. I work with Technical Support but often end up forwarding things onto accounting as well.

My organization uses multiple aspects of the Intercom solution. It's used for outbound messaging, in-application messaging, customer support, and the Help Center/knowledge base articles. My own interactions with Intercom are mostly limited to the outbound messaging features (for sending release notes) and the articles/Help Center, where I spend most of my time. It may be that my organization uses Intercom for CRM as well; as a freelancer, I don't have full visibility.

Intercom serves as our primary interface for interacting with customers, allowing us to seamlessly manage inbound inquiries, provide timely support, and nurture leads throughout their journey. Its intuitive chat functionality has significantly improved our response times, resulting in heightened customer satisfaction and trust.Furthermore, the product's robust automation features have enabled us to streamline repetitive tasks, ensuring that our team can focus on higher-value activities. By setting up targeted messaging campaigns, we've experienced a notable increase in user retention and product adoption rates.The scope of our use case extends beyond traditional customer support. Intercom has become an integral part of our marketing efforts, allowing us to conduct personalized outreach and gather valuable insights through surveys and feedback loops. This data-driven approach has proven invaluable in refining our product offerings and aligning them with customer needs.I highly recommend implementing Intercom for any organization seeking to elevate their customer engagement and support efforts. Its user-friendly interface, coupled with powerful automation and targeting capabilities, empowers teams to deliver exceptional customer experiences. With Intercom, we've witnessed a tangible impact on customer satisfaction, retention, and overall business performance. 5 Stars!!

For our Real Estate SaaS business. Intercoms services our live chat and support inboxes to allow us to respond to customer support and feedback across three different markets/time zones of Australia, New Zealand, and the United Kingdom, all supported from our Australia office despite a 12-hour spread between them. Intercom is also used for our comms to our platform (current customer) users to advise them on changes, promotions, and downtime. Hence, they stay informed of how we operate as a business and encourage platform action and behaviors (getting users to return to the platform regularly). Here Intercom acts as our digital/email marketing platform so we can measure user engagement with comms, then feed this into how their platform behavior changes. This can be the regularity of access, time spent in the system, or if they access new features for the first time, with all the data feedback to our customer support and account management teams to action, including integration with HubSpot, our internal CRM system.

I use intercom to write and hold support articles, use live chat to support customers, and to integrate with Userguiding. We are a smaller tech start and intercom has provided a central place for all things support.

We use Intercom for incoming support requests, sales conversations, and customer success. Intercom allows us to streamline communication across various teams to collaborate on platform bugs, technical issues, or answering general questions for our customers.

Intercom is a great platform for managing customer conversations and campaigns, as it allows us to unify our email, chat, and social media messages from customers. Unfortunately, the platform does not currently support SMS and calls in our region. Nevertheless, the interface is very user-friendly and navigation is quite easy.