Intercom is the only Customer Service Platform

Built for an AI first world

Intercom Proprietary and Confidential

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 Intercom is Different
Breakthrough AI powered Helpdesk
by OpenAI and Intercom’s own
Flexible, easy to use proprietary AI

And simply looks good Always In-context Pro-active

support and messaging
capabilities will enable you to
control cost and scale

Multi-channel experience for your

customers offers a seamless
experience across web and mobile

Low/no code plug and play

solution with huge flexibility the can
be live generating value in less
than 30 days

Intercom Proprietary and Confidential 2

 Intercom is Different

We’re the only solution that combines:

1 Helpdesk 2 AI Chatbot 3 Proactive Support

Intercom Proprietary and Confidential 3

 Helpdesk

Get more done faster with our

AI-enhanced Helpdesk
Helpdesk - Testimonial
 AI Chatbot

Resolve 50% of customer questions. Instantly

AI Chatbot - Testimonial
 Proactive Support

Give customers the support they need,

before they need it
 Proactive Support - Testimonial

“When I’ve used other systems, you’d have to take all your data,
put it in a spreadsheet, and do some analysis. Intercom’s
Conversation Topics tells me at the click of a button. It allows us to
be proactive in where we help our customers most.”
 Messenger & Omnichannel

Deliver conversational support where it works best

for your customers
Omnichannel - Testimonial
 Platform

A single, powerful, easy-to-use platform

Intercom Proprietary and Confidential

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 Platform

A single, powerful, easy-to-use platform

Intercom Proprietary and Confidential

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Manage customer requests easily

for simple queries that can be handled quickly and involve minimal
Conversations
collaboration e.g. “how do I delete tags”

for complex queries that take time to resolve requiring investigation,

Tickets
multiple steps, or collaboration e.g. “my bill is incorrect; please issue refund”
 3 different use cases

#1 #2 #3
Capture and track Collaborate with Streamline problems
long-running queries back-office teams impacting many users

Customer tickets Back-office tickets Tracker tickets

 Customer tickets
Convert a conversation to a Customer
ticket to capture and track long-running
queries.

If needed, collect information upfront from

customers via ticket forms.

Intercom Proprietary and Confidential

 Back-office
tickets
Collaborate with back-office teams by
creating a back-office ticket from within a
conversation.

Intercom Proprietary and Confidential

 Tracker tickets

Streamline problems impacting many

customers by linking all relevant
conversations to a single Tracker ticket.

Intercom Proprietary and Confidential

 Side
conversations
Streamline collaboration between
teammates and external partners when
their involvement to solve a customer
problem is required.

Intercom Proprietary and Confidential

 Tickets company
portal
Enable B2B customers to provide a
real-time view of all Tickets across their
customer’s org. End users within the
same company can have visibility on the
tickets and problems reported by other
employees in their company.

Intercom Proprietary and Confidential

 The Results Happier customers Quicker resolutions

Your teams,
Supercharged
92%
Intercom customers have
50%
AI Chatbot resolves 50%
an average CSAT of 92% of common questions

Agent Efficiency Faster response times Better engagement

36% AI-enhanced Inbox

68%
Intercom’s messenger
21%Proactive Support
improves efficiency by reduces first response improves engagement
36% time by 68% rates by 21%

Intercom Proprietary and Confidential

Implementation
 Implementation

Migrating to Intercom couldn’t be easier

Onboarding Technical Long-term

Product + Training Technical Product Commercial Product + Training

Onboarding Specialist Engineering Team Relationship Manager Customer Success
Manager
Main Responsibilities Main Responsibilities Main Responsibilities
● Build and deliver onboarding, ● Ad Hoc requests during ● Main point of contact and Main Responsibilities
trainings, best practices and technical implementation strategic partner with Intercom. ● Main point of contact for
product optimisations during ● Responsible for commercials optimizing Intercom. Strategise
the initial onboarding. Note: leverage our support team within your account: Contracts, with you on long term roadmap
for technical troubleshooting Prices, New Products and roll out of Intercom.
questions.

Support team available via the Messenger or email at [email protected] for troubleshooting or any day-to-day questions
 Implementation

Our approach for a successful implementation

1 2 3 4
Planning Configuration & Customization Training Testing & Go Live

● Current Workflow Review ● Omnichannel & Branding ● Comms & Training schedule ● Sample Data Migration
● Tech Stack Discovery ● AI Chatbot ● Admin Product Training ● QA Testing (UAT)
● Data Planning ● CDAs, Tags, Macros, Rules ● Manager Training ● Sign off (Go/Wait)
● Integration & Reporting ● Help Center / Articles ● Support Agent Training ● Prod Deployment
● Data Migration ● Teams & Routing ● Hypercar (2 weeks)
● Launch Plans ● Workflows ● Phase 2: Optimization
● Change Management ● Integrations (apps) planning
● Success Criteria: ROI ● Custom Integrations
● Reporting

T - 30 Days 10 Days 5 Days 5 Days

Intercom Proprietary and Confidential 24

 Your Implementation Plan

Week 1 Week 2 Week 3 Week 4 Week 5 Week 6 Week 7 Week 8 Week 9 Week 10 Week 11 Week 12

Kick off Workflow Data Admin

Review Import Training

Install Project / Integration / Agent

Workspace Config
Staging Migration Planning Training

Project / Integration / Post Deployment Hypercare &

Workflow Config Testing
Migration Planning Optimization

SSO / Phone / Integrations

��
Launch
Kick off Workflow Admin
Workspace Config
Review Training

Install Project / Integration / Agent

Workflow Config
Staging Migration Planning Training

Document Requirements SSO / Phone / Integrations Testing

& Migration Plan

Testing

Intercom Proprietary
Intercom and ConfidentialSpecialist
- Onboarding Intercom - Solution Engineer Customer - Project / Rollout Team Customer - Dev / IT Team
 Your partners in success

Why consider Intercom?

We help customers like

yours accelerate product Premier Onboarding
knowledge and reduce As you grow and scale your business, Intercom’s Onboarding team can help
your overall time to value ensure you’re set up for long term success. Here’s what you can expect:

through our tailored

● Delivery of a tailored Onboarding Plan based on your business strategy
Onboarding plan and best and goals
practices! ● Workspace review with in-product optimization advice
● Access to a Solutions Engineer to review your setup and make
recommendations to improve interoperability with your tech stack

96%
● Product training and bi-weekly check-ins during the Onboarding
period (60 days / 90 days)

Satisfaction rating from over 400

Intercom Proprietary and Confidential
completed Premier Onboardings
Your next project starts
here - with Intercom

We are excited to partner

with you!