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Intercom

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Intercom is a customer service platform that combines a help desk, proactive messaging, and AI chatbots. It is famous for its “Messenger” bubble that sits in the corner of websites. For premium health and wellness brands, Intercom is the ultimate tool for converting website visitors and supporting existing members.

It moves beyond simple “Live Chat” by offering “Proactive Support.” It can track that a user is looking at your “Pricing” page for the third time and automatically pop up a message saying, “Hi! Do you have any questions about our membership options?” This creates sales conversations that otherwise wouldn’t happen.

We implement Intercom to be your 24/7 digital receptionist. Its new AI bot, “Fin,” can answer questions about your class schedule, opening hours, or pricing accurately by reading your support documents, drastically reducing the load on your front-of-house team.

Features

  • The Messenger: A highly customisable chat widget that feels like a modern app.

  • Fin AI Agent: An AI chatbot that answers support questions instantly using your existing help content.

  • Product Tours: Interactive guides that overlay on your website/app to teach new users how to book a class.

  • Series: Automated email and in-app message sequences (like drip campaigns) based on user behaviour.

  • Inbox: A unified team inbox for managing email, chat, and social messages.

  • Help Center: A built-in knowledge base where you can host your FAQs and articles.

Benefits

  • Conversion: Proactive messages on pricing pages significantly increase lead capture.

  • Efficiency: The AI bot handles up to 50% of routine queries, freeing up staff for complex issues.

  • User Experience: Clients get instant answers rather than waiting 24 hours for an email reply.

  • Onboarding: Product Tours help new members understand your portal, reducing “How do I…?” questions.

  • Personalisation: Agents can see the user’s full history (last login, plan type) while chatting.

How we integrate

  • Code Installation: We install the Intercom JavaScript snippet on your website or web app.

  • Fin Training: We feed your FAQs and policy documents into the AI engine to train “Fin” to answer correctly.

  • Workflow Logic: We design the chatbots to route sales queries to the sales team and support queries to the help desk.

  • CRM Sync: We connect Intercom to your CRM (like Pipedrive) so chat leads are automatically added to your pipeline.

  • Styling: We customise the messenger colours and launcher to match your brand identity.

Technical Details

  • Single Page App (SPA) Support: Works seamlessly with modern React/Angular web apps.

  • Identity Verification: Uses HMAC encryption to ensure users can’t impersonate others in the chat.

  • Mobile SDK: Available for iOS and Android apps.

Use Cases

  • Sales: A visitor on the “Corporate Wellness” page gets a message: “Looking for a quote for your team?”

  • Support: A member asks “How do I cancel?” and the bot provides the policy article instantly.

  • Onboarding: A new user logs in for the first time and gets a guided tour of the dashboard.

FAQs

Is it expensive? Intercom is a premium tool. It is priced per seat and per person reached, so it is best for businesses with a budget for high-quality support.

Can I turn it off at night? Yes, we can set “Office Hours” so the bot takes over when your team goes home.