I’m a huge fan of Intercom since my days running the Support team at Docker. So when I joined a new startup and they told me they used Intercom, I was excited. But the more and more I use it, the more I realize the lack of focus on basic features that every Support teams need. For example:
- Ability for users to specify their question type at the outset. For example, prompting the user to specify if their question is billing-related, technical, or general and then tagging that conversation accordingly. The Answer Bot is helpful only when there is an answer, not for this use case.
- Ability to create a trigger based on certain conditions. For example, if the user has a question about billing, route the conversation to the “Billing” queue. Conversely, if they have a technical question, route it to the “Technical” queue. Inboxes aren’t really queues and there’s limitations on how you define those inboxes.
- Ability to create automation. For example, if the conversation is created for a VIP user (based on a tag) and is unassigned for 2 hours, automatically increase the priority from “Normal” to “High” and trigger a webhook (e.g. to Slack). Another example, if a conversation from a user we’ve identified as “at-risk” is initiated, we want the priority to increase from “Normal” to “High”.
These are just a few examples of features that are basic to any Support organization.