Intercom
Intercom is a Live chat platform for building better relationships with customers. We are trusted by thousands of companies around...
Categories
Intercom Features
Ticket and Case Management
Ticket Creation User Experience
User Experience of creating and submitting a ticket
N/A
Ticket Response User Experience
User Experience of responding and receiving a response
N/A
Workflow
Route tickets based on values of fields, changes to ticket status and time based conditions
N/A
Response Automation
Respond to common requests with standard reply
N/A
SLA Management
Service Level Agreement Management
N/A
Attachments/Screencasts
Documents and files can be attached to the ticket to communicate with customer issues/resolutions
N/A
Ticket Collaboration
Share and collaborate on tickets with multiple customer service representatives
N/A
User Experience of creating and submitting a ticket
User Experience of responding and receiving a response
Route tickets based on values of fields, changes to ticket status and time based conditions
Respond to common requests with standard reply
Service Level Agreement Management
Documents and files can be attached to the ticket to communicate with customer issues/resolutions
Share and collaborate on tickets with multiple customer service representatives
Friendliness
Personalization
Identifies the customer and personalizes interaction at every touchpoint.
N/A
Concierge Case Manager
Can route contacts to agents the customer has worked with before.
N/A
Seamless Escalation
Prioritizes limited time on hold or waiting for responses; can add personnel to calls as needed.
N/A
Identifies the customer and personalizes interaction at every touchpoint.
Can route contacts to agents the customer has worked with before.
Prioritizes limited time on hold or waiting for responses; can add personnel to calls as needed.
Unification
Simultaneous Multichannel
Allows multiple related channels to interact at once (email and SMS, phone and voice chat, etc.) to reduce transfers.
N/A
Transcripts
Uses NLP to keep a transcript of conversations from all channels.
N/A
Multipurpose Engagement
Prompts agents to engage customer on potential topics of interest when appropriate.
N/A
Allows multiple related channels to interact at once (email and SMS, phone and voice chat, etc.) to reduce transfers.
Uses NLP to keep a transcript of conversations from all channels.
Prompts agents to engage customer on potential topics of interest when appropriate.
Channels
Email
Connects employees with customers through an email solution.
N/A
Social
Connects employees with customers through a social media solution.
N/A
Live Chat
Connects employees with customers through a live chat solution.
N/A
Phone
Connects employees with customers through a calling solution.
N/A
Text
Connects employees with customers through a text message solution.
N/A
Connects employees with customers through an email solution.
Connects employees with customers through a social media solution.
Connects employees with customers through a live chat solution.
Connects employees with customers through a calling solution.
Connects employees with customers through a text message solution.
Insight
Surveys
Provides opportunity for customers to give feedback through a survey.
N/A
Reporting
Enables administrators to create customized reports reflecting customer satisfaction.
N/A
Visitor Activity
Allows administrators to track visitor activity to understand the research that was done before turning to customer service.
N/A
Help Desk
Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions.
N/A
Provides opportunity for customers to give feedback through a survey.
Enables administrators to create customized reports reflecting customer satisfaction.
Allows administrators to track visitor activity to understand the research that was done before turning to customer service.
Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions.
Communication Channels
Customer Portal
Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents.
N/A
Email To Case
Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket.
N/A
Chat/Live Support
Ability for customer service agents to communicate with customers via live chat to solve problems live.
N/A
Social Integration
Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks.
N/A
Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents.
Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket.
Ability for customer service agents to communicate with customers via live chat to solve problems live.
Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks.
Call Center
Make, Receive, and Record Calls
Make and receive calls directly in the application. Track and record calls for analysis.
N/A
Customer and Contacts Database
Central repository for account and contact information.
N/A
Products and Version Tracking
Central repository for tracking products and product versions customer is using.
N/A
Call Scripting
Provides ability for customer reps to use a script when calling customers for common reasons.
N/A
Interactive Voice Response (IVR)
Automates interactions with telephone callers so that calls can be routed to the appropriate agent.
N/A
Make and receive calls directly in the application. Track and record calls for analysis.
Central repository for account and contact information.
Central repository for tracking products and product versions customer is using.
Provides ability for customer reps to use a script when calling customers for common reasons.
Automates interactions with telephone callers so that calls can be routed to the appropriate agent.