Intercom

Intercom is a suite of software as a service which help you offer support to your customers and they have four different modular software to choose from to suit your company requirements. This company's pricing model is quite a lot different than other companies in that your support software will not operate beyond your number of end users per month, rather than the number of agents. So Their Acquire product is a live chat solution with a Lite and Standard plan. The Lite with two hundred and fifty people is $49 USD per month and has the ability to receive and respond to live message from customers online. You can continue communication with the same customer if they leave via email which is good. You can assign tickets to groups or individuals. You can also utilize Facebook pages to correspond right from your account. It will capture user information including email and create a profile of them for you as well. All of these features in the Standard plan though you can also assign responses to have automatic message which you setup in advance. The reporting analytics are much stronger is the Standard account for about a twenty five percent increase in price. There's also the ability to remove their brand, use the API and webhooks. We're currently researching intensively into this market and I like their pricing model which is unique and differentiates them from others in the market. At first glance I thought having four separate modular softwares available was overkill or perhaps overly aggressive in terms of pricing models, but there are quite are few examples where just one be needed, I suppose.

I don't see the ability for users or agents to add images to their live chat ticket. The lack of at least this feature is an instant turn off as I have experienced not having this too many times and had to retrieve the email address from the same person and take the screenshot or screenshot, login to email, send it, await confirmation and so on and know for a fact that this feature is available in other live chat software which I've been researching. There is also another without this feature but something better called a co-browsing feature in which live remote support can be enabled on the fly with permission from the customer. Meaning the agent can use the desktop and mouse of the customer to help solve issues directly which is awesome. Either feature must be present, or both, in order for our company to have the ability to offer superior service. I don't understand why live chat softwares without something as simple and practical as adding a screenshot during a conversation about an issue do not. Even though it is a seeming relatively minor issue I've rolled my eyes and been impatient too many times in the past during a busy day with technical issue which is the reason I'm contacting the company in the first place, and simply want to be able to relay the most efficient experience for our end users and customers from the start. And while I can understand the reason for having multiple subscription offers for different purposes, but I think they should have an ultimate edition with all of these combined at a significant saving.

I like the Slack, Stripe, HipChat and Zapier integrations. Zapier in particular which has over three hundred and fifty different integrations available in a couple clicks especially. They help make it very simple to integrate in your app as well with guided directions for several different operating systems including any web page which uses Javascript, single page web apps, iOS, Android, Stripe, Rails, Wordpress and more. We're using an optimized WP install and am glad they've made this very easy which helps.