Thomas Wieberneit

The News

Intercom is a conversational relationship platform that helps businesses build better customer relationships through personalized, messenger based experiences. It’s the only platform that delivers conversational experiences across the customer journey, with solutions for conversational marketing, conversational customer engagement and conversational support. Intercom is bringing a messenger-first experience to all business-to-customer communication, powering 500 million conversations per month and connecting 4 billion unique end users worldwide across its more than 30,000 paying customers, including Atlassian, Sotheby’s and New Relic.

The Bigger Picture

In general, there are two varieties of customer service tools. Historically, there have been ticketing systems that support the ‘traditional’ support channels like phone or e-mail. These have evolved well over years and work well for companies that implemented them. They offer powerful routing mechanisms to find the right person to answer an inquiry and, of course, have strong reporting mechanisms as well, to track and improve the performance of a service centre.

My Analysis and PoV

Intercom is essentially a messenger first platform in contrast to Zendesk and as such appears to be rather competing companies like helpshift or Kustomer. Still, according to G2, Intercom performs well in the upper right corner of the help desk software category. The company finds itself in a tight group with Zoho Desk, Freshdesk and, of course, Zendesk.

Helping businesses to improve in Digital Transformation, Customer Engagement, Customer Experience, CRM, Innovation