Intercom Supports Support Teams!

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.

As someone who works within the sales organization instead of engineering, I don't know.