Intercom chat can stretch even the most productive support teams. Help Scout self-service tools like Beacon make it possible to answer questions instantly, which means fewer messages and less strain on your support team.
Go way beyond incoming volume and get deep insights on team performance, customer satisfaction, busiest time of day and response/resolution time.
Help Scout builds on the event-based and time-based automation you can do in Intercom, and provides a number of other conditions you can use to manage conversations at scale.
Instead of one single queue of emails, in Help Scout you can create multiple mailboxes for each shared email address in your company, allowing teams to work seamlessly across departments, or manage several products/brands from a single account.
Two features missing from Intercom are conversation tagging and custom fields. Use these tools to do powerful reporting and automation in just a couple of clicks.
Intercom doesn’t offer Satisfaction Ratings, but Help Scout has them built-in. Use them to get quantitative feedback and reporting for your team.
Search across mailboxes, customers and your knowledge base to find information, and leverage filtering to create advanced queries in a jiffy.