We use Intercom as our primary support modality which sees in excess of 500 conversations take place per day. Intercom is constantly evolving to better meet our needs and has scaled with us from 3 employees to 12. The ability to add extra features that allow us to manage workload at scale has been vital to the growth and success of our operations. The simpler, cheaper plans are great for small teams, while the more advanced plans have been critical as our team has grown. With Intercom, we have been able to manage the enormous scaling of our operation without overwhelming our support staff. The AI features recently introduced have been tremendously successful for us. Despite our enquiries often being complex, we were instantly able to achieve a 50% resolution rate, which has since grown to nearly 80%. Without this, we would have required an additional nine staff members, whose training would have resulted in poorer outcomes for our customers and enormous strain on our existing support team. Several rollouts of improved AI features have had a substantial and positive impact on our operations. When we have required support (which is infrequent) they have been quick to provide solid advice.

Ease of use, UI/UX is clean and easy to understand. Syncs all of our conversations with customers into one place with incredible options to track conversations e.g., assign, notes etc.

The mobile app, the easy access to our help articles, the reporting.