I have been using Intercom Customer Communications Platform for almost three years before my company switched to Zendesk. When I joined the company, we were using Intercom on a daily basis.For three years, I used Intercom Customer Communications Platform to answer queries from our customers through emails and various social media platforms. I also used it for creating a knowledge help center and writing articles to guide partners on how to use our services. Additionally, I used Intercom Customer Communications Platform for reporting and pulling data on a daily basis to understand the different queries we were receiving, the nature and type of partners sending these queries, enabling proactive customer support using the reporting functionality. Intercom Customer Communications Platform supported my team with integrated artificial intelligence. The platform is more intuitive, and we were able to educate the bot to identify queries and provide what we call a first response. When a partner escalates something, it is reviewed by a bot, and the artificial intelligence bot provides a first touch to address the issue if able or escalate it to the relevant team. This aspect improved our customer satisfaction rate because we could quickly intervene regardless of time. Even at night, the bot performed the job for us and qualified different tickets so they were assigned to the relevant and competent team that could quickly tackle the issue. It actually made a difference because we saw our customer numbers increase over time. We were able to quickly identify the daily issues partners were experiencing with us. All of this was possible through reporting, which showed us the types of questions we were receiving and the percentage of issues raised on a daily basis. When we reviewed this data, we could escalate quickly to the technical teams to fix issues or create an article to guide users to overcome the issue on their end. We saw this reduced the number of queries we identified on a weekly basis. It improved our operations and saved us time because the AI could also correct messages that agents were writing. Instead of an agent writing a response and going to a different platform to get grammar corrected, the AI suggested great and important sentences that could appeal to partners' sensibilities. This saved us time and reduced the cost of buying additional add-ons to correct grammar, since Intercom Customer Communications Platform came with the capability to correct sentences and improve text. The AI also improved our satisfaction rate because partners received support quickly in a shorter period. We set a 48-hour resolution target, but with AI, issues could be resolved in less than 10 minutes. With AI's capacity to qualify query types and assign them to the relevant team, we could quickly see raised issues and intervene promptly. We achieved a full-time resolution improvement of 90%, and our satisfaction rate has been maintained above 95% on a weekly basis. Intercom Customer Communications Platform was doing a great job for the company and our customer support department.
Intercom Customer Communications Platform is for monitoring and visualizing data. Basically, it is used to know exactly what is happening. We monitor the software via logs, and whatever errors appear, they appear here in the dashboard.
When asked about AI tools and AI coding tools, we were using ChatGPT until recently. We switched to GitHub Copilot, which we have integrated into our IDE for software development purposes. Regarding the Intercom Customer Communications Platform, it has mainly helped in the support aspect. We have been wanting to implement a tool that would allow customers to chat within our application itself, which we have been able to provide.
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Intercom Customer Communications Platform is designed to enhance interactions between businesses and their customers, offering a suite of tools for communication management. It caters to businesses looking to streamline communication and improve customer experience.Intercom facilitates seamless customer interactions, supporting businesses in delivering personalized communication at scale. Its capabilities range from live chat and email integration to automation features. Known for its...
I have been using Intercom Customer Communications Platform for almost three years before my company switched to Zendesk. When I joined the company, we were using Intercom on a daily basis.For three years, I used Intercom Customer Communications Platform to answer queries from our customers through emails and various social media platforms. I also used it for creating a knowledge help center and writing articles to guide partners on how to use our services. Additionally, I used Intercom Customer Communications Platform for reporting and pulling data on a daily basis to understand the different queries we were receiving, the nature and type of partners sending these queries, enabling proactive customer support using the reporting functionality. Intercom Customer Communications Platform supported my team with integrated artificial intelligence. The platform is more intuitive, and we were able to educate the bot to identify queries and provide what we call a first response. When a partner escalates something, it is reviewed by a bot, and the artificial intelligence bot provides a first touch to address the issue if able or escalate it to the relevant team. This aspect improved our customer satisfaction rate because we could quickly intervene regardless of time. Even at night, the bot performed the job for us and qualified different tickets so they were assigned to the relevant and competent team that could quickly tackle the issue. It actually made a difference because we saw our customer numbers increase over time. We were able to quickly identify the daily issues partners were experiencing with us. All of this was possible through reporting, which showed us the types of questions we were receiving and the percentage of issues raised on a daily basis. When we reviewed this data, we could escalate quickly to the technical teams to fix issues or create an article to guide users to overcome the issue on their end. We saw this reduced the number of queries we identified on a weekly basis. It improved our operations and saved us time because the AI could also correct messages that agents were writing. Instead of an agent writing a response and going to a different platform to get grammar corrected, the AI suggested great and important sentences that could appeal to partners' sensibilities. This saved us time and reduced the cost of buying additional add-ons to correct grammar, since Intercom Customer Communications Platform came with the capability to correct sentences and improve text. The AI also improved our satisfaction rate because partners received support quickly in a shorter period. We set a 48-hour resolution target, but with AI, issues could be resolved in less than 10 minutes. With AI's capacity to qualify query types and assign them to the relevant team, we could quickly see raised issues and intervene promptly. We achieved a full-time resolution improvement of 90%, and our satisfaction rate has been maintained above 95% on a weekly basis. Intercom Customer Communications Platform was doing a great job for the company and our customer support department.
Intercom Customer Communications Platform is for monitoring and visualizing data. Basically, it is used to know exactly what is happening. We monitor the software via logs, and whatever errors appear, they appear here in the dashboard.
When asked about AI tools and AI coding tools, we were using ChatGPT until recently. We switched to GitHub Copilot, which we have integrated into our IDE for software development purposes. Regarding the Intercom Customer Communications Platform, it has mainly helped in the support aspect. We have been wanting to implement a tool that would allow customers to chat within our application itself, which we have been able to provide.
We use the solution to capture leads and interact with them. Our company manages all the customer interactions through the solution.