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June 6, 2024
XX min read

How to Use Intercom: A Comprehensive Guide


Intercom is the only complete Customer Service solution that provides a seamless customer experience across automation and human support, delivering increased customer satisfaction while reducing costs. By using Intercom, businesses can resolve most customer conversations without needing human intervention, allowing your team to focus on higher value engagements. 

In the modern workplace, customer service efficiency directly impacts customer satisfaction and business success. Intercom positions itself as pivotal by streamlining customer support through intelligent automation and fostering high-quality human interactions when necessary.

Who is Intercom for

Intercom is designed for businesses of all sizes seeking to enhance their customer service. Its ideal users include:

  • Customer Support Teams aiming to provide prompt and effective responses.
  • Sales Teams looking to improve customer onboarding and engagement.
  • Marketing Teams focusing on customer retention and targeted communication.
  • Product Managers seeking customer insights for product improvements.
  • Businesses prioritizing a seamless blend of automation and human support to optimize customer service and reduce operational costs.

Key features

Intercom offers an array of powerful features, designed to elevate customer experience while maximizing efficiency. Key features include:

Live Chat

Intercom’s live chat enables real-time customer interactions, ensuring immediate support and engagement.

Automated Messaging

Utilizing automation, Intercom sends personalized messages to customers based on their behaviors and actions, driving engagement and retention.

Help Center

A robust help center allows customers to find answers independently, reducing the volume of support tickets.


A unified inbox for all customer conversations ensures nothing falls through the cracks, facilitating efficient team collaboration.


Smart chatbots handle repetitive queries, freeing up human agents for more complex issues.

Product Tours

Guided tours help new users navigate your product, enhancing onboarding experiences.

Integration Capabilities

Intercom integrates seamlessly with numerous tools, including CRM, social media, and analytics platforms, ensuring a cohesive workflow.

Best use cases

Intercom shines in various scenarios, making it versatile across different industries and teams.

Customer Support

Intercom excels in automating frequent queries and seamlessly escalating complex issues to human agents, ensuring efficiency without compromising customer satisfaction.

Sales Engagement

Sales teams benefit from Intercom’s ability to nurture leads with automated, personalized messages, providing insights that help close deals faster.

Product Onboarding

Product managers can create interactive product tours that guide users through features, ensuring a smooth onboarding process.


For e-commerce businesses, Intercom offers real-time support to customers browsing their site, helping reduce cart abandonment rates.

SaaS Businesses

Intercom supports Software as a Service (SaaS) companies by providing proactive engagement and customer satisfaction through tailored messaging and comprehensive support.

Getting started

Begin using Intercom with this step-by-step guide:

  1. Sign Up: Start by creating an Intercom account on their website.
  2. Set Up Your Profile: Customize your company profile, including logo and business information.
  3. Install Intercom: Add Intercom to your website or app using the provided code snippet.
  4. Customize Messaging: Set up automated greetings and responses tailored to your user’s actions.
  5. Create Help Articles: Populate your help center with essential articles to assist customers.
  6. Integrate Tools: Connect Intercom with your existing tools like CRM and email marketing platforms.
  7. Train Your Team: Ensure your support team is proficient with Intercom’s interface and features.
  8. Launch: Go live and start engaging with customers through Intercom’s platform.

Tips and best practices

Maximize Intercom’s benefits with the following practical advice:

Utilize Automation Wisely

Leverage Intercom’s automation features to handle routine inquiries, freeing human agents to focus on more complex customer issues.

Regularly Update Help Center

Keep your help center articles fresh and relevant, ensuring customers can find up-to-date information without needing to contact support.

Personalize Communication

Use customer data to send personalized messages and recommendations, making your communications more valuable and engaging.

Analyze Data

Regularly review Intercom's analytics to understand customer behavior and improve your service strategies accordingly.

Train Your Bots

Continually refine your chatbots based on common questions and feedback to enhance their accuracy and usefulness.

Promote Self-Service

Encourage customers to use the help center and product tours for quicker resolutions, reducing the load on your support team.

Integration with Guru

Integrating Intercom with Guru provides a powerful synergy that enhances your customer support capabilities.

Streamlined Information Access

With Guru’s AI search capabilities, agents can find accurate information quickly within Intercom, enabling faster and more consistent responses.

Unified Knowledge Repository

Guru ensures that all important information is captured and accessible in a single source of truth, benefiting both automated and human support alike.

Enhanced Efficiency

By leveraging Guru’s knowledge management and Intercom’s customer service capabilities, your team can resolve queries more efficiently, reducing operational costs and improving customer satisfaction.


Intercom offers a comprehensive customer service solution that amalgamates automation with human support, streamlining customer interactions and driving satisfaction. Its features, from live chat to intelligent bots, make it indispensable in the modern workplace.

To truly maximize Intercom’s capabilities, consider integrating it with Guru. This integration not only enhances support efficiency but also ensures your team has access to accurate, up-to-date information.

Try Intercom today and integrate it with Guru to transform your customer service experience and achieve unparalleled productivity.

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