Why Intercom?
6 reasons why Intercom is the best choice for customer service
6 reasons why Intercom is the best choice for customer service
1
The best performing AI
In a head-to-head study of Intercom's Fin AI Agent and Zendesk's AI bot, Fin performed better across metrics like answer rate, answer accuracy and answer quality.
Fin is able to maintain a conversational flow by asking clarifying questions and taking actions for customers across third party systems. Zendesk's bot lacks these abilities, giving a default reply when it can't answer.
This means Fin will always answer more complex questions than Zendesk. And it's why Fin wins on answer quality metrics like completeness, helpfulness, clarity, and readability.
Intercom's Fin vs Zendesk's Bot
80%
of the time, Fin provides a better answer
2X
the number of complex questions answered
96%
answer rate for questions that require multiple sources (vs Zendesk's 78%)
Within six months, Fin had resolved over 6,000 conversations, saved the team over 1,300 hours and pushed self-serve support rates as high as 87%.
The numbers speak for themselves. We’re seeing a 50% resolution rate with Fin, which is pretty amazing!
Within six days, Fin is successfully resolving 42% of conversations. It’s truly surpassed my expectations.
Within six months, Fin had resolved over 6,000 conversations, saved the team over 1,300 hours and pushed self-serve support rates as high as 87%.
The numbers speak for themselves. We’re seeing a 50% resolution rate with Fin, which is pretty amazing!
Within six days, Fin is successfully resolving 42% of conversations. It’s truly surpassed my expectations.
2
Modern software with the best user experience
Intercom is easy to learn and easy to use because it's designed to feel like the modern consumer apps and tools you're already using.
You'll be proud to put our software in front of your customers, and they'll be delighted with the simple, intuitive experience.
Our customizable Messenger is always on brand, and conversational by design—inviting customers to just start typing.
It’s really easy for us to onboard and train our teams from the get go, because they are used to Facebook, Twitter, Instagram etc. Intercom matches those modern-world chat systems.
I really wanted a tool that looked good and felt great to use. Intercom is nicely designed, with nice keyboard shortcuts — those are the little things that make life quicker and easier
Intercom has a lovely interface, great UX and is very intuitive to use, too. I’m so glad we found it.
It’s really easy for us to onboard and train our teams from the get go, because they are used to Facebook, Twitter, Instagram etc. Intercom matches those modern-world chat systems.
I really wanted a tool that looked good and felt great to use. Intercom is nicely designed, with nice keyboard shortcuts — those are the little things that make life quicker and easier
Intercom has a lovely interface, great UX and is very intuitive to use, too. I’m so glad we found it.
3
A seamless, self-improving system
Intercom's platform is powered by a single connected system. All your content and data can be managed in one place, and your AI agent can hand off to your human agents for a seamless customer experience.
And because AI and humans work together, they learn from each other. So the more issues you resolve, the smarter the system gets—and the better service you provide.
The best thing about Intercom is its seamless blend of automation, AI, and conversational customer support. It allows us to respond faster, while empowering customers to self-serve.
The best thing about Intercom is its seamless blend of automation, AI, and conversational customer support. It allows us to respond faster, while empowering customers to self-serve.
4
We shape the industry
Intercom has always invented products that change the industry. And we ship faster than anyone.
We invented the world's first messenger for customer service. We invented the world's first AI Agent. We invented the world's first AI Copilot for customer service agents.
With Intercom, you—and your customers—will always get the latest innovations.
We ship new AI innovations every week
Having Intercom bring AI features to the market so quickly, and iterate on them so fast has been super valuable for us……every other day you’re like “hey, check out this new thing”
The product innovation and vision Intercom shows is creating a new category in support.
We were using Zendesk but found the experience challenging and a bit dated. I wanted to create a different customer experience and Intercom was thinking about AI really early.
Having Intercom bring AI features to the market so quickly, and iterate on them so fast has been super valuable for us……every other day you’re like “hey, check out this new thing”
The product innovation and vision Intercom shows is creating a new category in support.
We were using Zendesk but found the experience challenging and a bit dated. I wanted to create a different customer experience and Intercom was thinking about AI really early.
5
The only CS platform with a proactive support solution
Intercom is the only customer service platform with a proactive support solution, so you can get ahead of support issues before they happen.
You can onboard, educate, and notify your customers with outbound messages that include product tours, banners, tooltips, and more.
By proactively targeting specific customers, we’ve seen a reduction of almost 80% in the contact rate for temporary issues.
We use Intercom for our self-service customers. They get product education through checklists, product tours, outbound messages, and help documentation throughout their journey.
A key value differentiator of Intercom compared with Zendesk was its ability to offer proactive and self-serve support capabilities.
By proactively targeting specific customers, we’ve seen a reduction of almost 80% in the contact rate for temporary issues.
We use Intercom for our self-service customers. They get product education through checklists, product tours, outbound messages, and help documentation throughout their journey.
A key value differentiator of Intercom compared with Zendesk was its ability to offer proactive and self-serve support capabilities.
6
AI on all plans
AI for all
Our AI is for everyone, which is why our AI agent and AI copilot are available on all of our pricing plans—not gated like other platforms.
Priced to value
With Fin AI Agent, you only pay for the outcome you care about most—resolved conversations.
Compared to Zendesk's AI bot, Fin AI Agent performs better and is always cheaper at $0.99 per resolution. With Zendesk you can pay as much as $2 for the same outcome.