Intercom

We use Intercom for three primary cases. The first use as as a help center, developing a number of articles explaining how to best use our product. To complement these articles, we create tours and tool tips to help users out during their use of the product. Secondly, we use Intercom to track users and send them emails about changes, outages, and feature updates. Lastly we use Intercom to live chat with users when they have questions or encounter any problems.

We use Intercom to chat with our customers and assist in trouble shooting products, explaining in detail about products and create quotes. This is our main instrument for communication and it is used daily. We use the side conversations email, snooze and creates cases functions.

We use it to handle all incoming correspondence from customers, including some social media integrations, and we also use it to handle all published articles for our help center. This is especially helpful as customers have access to help themselves before needing further assistance from us, which is a win win for everyone.

We use Intercom as our go to help desk, communication with our customers across two different apps and a website. I can't imagine our product without Intercom anymore. It solves a major challenge for us - communicating with our customers efficiently. We love everything about it - from the routing conversations feature, to letting us update our customers about the current status in the product, etc.

I use Intercom to receive messages from customers and "chat" with them. The customer came to us asking technical and product questions that we address through internal investigation, like for example issues they have, new features, etc.

Intercom has significantly helps our organization scale our CS (customer success) operations. We have streamlined all of our internal operations using the new tool and are grateful to the Intercom's team in supporting our team's growth. The tool is incredibly easy to learn and train on.

We use Intercom for its knowledgebase and support functionality. It addresses our need for a centralized system with access for both our support people and our partners support people as we scale.
I love the automations, the AI functionality and ease of building our knowledge base. It's also been easy to set up and to manage permissions.

There are three issues we wanted to solve using intercom:1. Multilingual support page/support2. Collection and analysis of user behavior logs3. Securing a means of communication with users who do not respond via email. Currently, there are still some parts that have not been completely resolved for 2, but most of 1 and 3 have been achieved.

Intercom is used to host our help center and our live chat functionality. The tool allows us to easily host guides in multiple languages and supports our 2500 global clients. Without Intercom, we'd really struggle to viably return support messages to this volume of clients.

Setting up Customer Service Management, Chat and Email ticketing support, creating internal and external knowledge base and integrating different third-party software to connect data from another software and do the transaction through Intercom. The only issue that I can think of, whenever we need support, the response from your customer service does not respond right away.

My company uses Intercom for support requests, user documentation, and onboarding guides for trialers. It is meant for users to be able to get the help they need without necessarily involving a support person. The Bug and Feature requests that come in through Intercom are tied back to tickets in Jira for tracking and notification when and if a Jira ticket gets picked up.

We use it for customer success; a lot of it uses the in-app chat for our customer support.

We use it to talk to customers in real time to answer technical and sales questions for them. We can interface with our website and give them direct links to products, order information, quotes, etc. They ca do this without waiting on the phone, and it can be much quicker than back and forth emails.

We use Intercom to respond to client questions and troubleshoot issues in live time, so that we can provide a timely service to our clients. It also allows us to monitor and respond to clients when the individual responsible for them is busy or out of office. Further, it ensures that a constant line of communication can be open with clients, such that we can be seen as trusted advisors

We use intercom for:
Support: Our users send us support messages with questions both basic and complex. Also they report technical issues when these appear.
Outbound messaging: New products releases, news, surveys, adoption, event or webinars invitations. We also use Intercom to manage or Help Centre and we have tried to use it for onboarding purposes,too but we haven't had much success in this area.

We find the AI integration amazingly helpful both for our team writing emails but also for the Fin Bot function.
This has reduced the amount of inbound emails we receive and has been invaluable at helping us stay on top of our customer service.
We do find that customers can assume this is a live chat function (which it is not) which can be a slight draw back but the Intercom team are very helpful and showed us how to filter these messages so our team can prioritise the response times on these emails.

Intercom helps our company to communicate with our customers. It helps us bridge gaps to our services that we provide and solve ongoing issues that our customers face everyday. By this, we can come up with a solution right away and it keeps our customer service a very good output.

We use it as a main customer support channel on our platform, and also considering using it as a feedback tool, and CS checklist tool.

Intercom helps us to manage all our customer service and support communications, both reactive and proactive. We receive online chats, WhatsApp messages, and e-mails, all in a single help desk. In this aspect, the most pressing problem Intercom solves for us are the out of office hours queries by users who have a significant time difference with us.
We also house our self-service resources, which helps us to deliver insightful articles at the right time for our users.

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.

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.

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.

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!