Hi,
We’re currently reviewing our platforms to ensure they meet the requirements of the European Accessibility Act (Directive (EU) 2019/882).
For support services such as Intercom, the EAA requires that:
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Help desks, call centres, technical support, relay services, and training services provide information on the accessibility of the service.
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Services must be compatible with assistive technologies (e.g., screen readers, braille displays, voice input).
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Support and communication must be offered in accessible modes (not only voice but also text, relay, or other inclusive formats).
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Documentation and guidance should be provided in a clear, understandable, and perceivable format.
This is meant to ensure that customers with disabilities can get support in a way they can actually use. For example:
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A deaf customer might need a text-based chat or relay service.
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A blind customer might need documentation in a format that works with screen readers.
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Training on how to use the service with assistive technologies should also be available in accessible ways.
In short: It’s a legal requirement that support services themselves must be accessible and inclusive, not just the main product or service.
Could anyone confirm whether Intercom is fully compliant with the EAA, or share resources/experiences on how Intercom addresses these requirements?
Any official accessibility documentation or practical insights would be very helpful.
Thanks in advance!
Ref:
https://eur-lex.europa.eu/eli/dir/2019/882/oj
https://accessible.org/eaa-service-accessibility-requirements/
