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When asked about AI tools and AI coding tools, we were using ChatGPT until recently. We switched to GitHub Copilot, which we have integrated into our IDE for software development purposes.

Regarding the Intercom Customer Communications Platform, it has mainly helped in the support aspect. We have been wanting to implement a tool that would allow customers to chat within our application itself, which we have been able to provide.

The feature we appreciate most about the Intercom Customer Communications Platform is the messenger functionality. We are able to integrate it into our application and provide support to customers directly through our application. The messenger works efficiently, allowing users to have conversations without entering their details repeatedly.

There is conversation history available for each customer interaction, and they can access the help section within the chat itself. The Finn AI agent handles conversations both in chat and WhatsApp, which is particularly beneficial.

Regarding automation tools, we have enabled the AI agent to answer customer queries instantly, reducing the need for constant staff presence. The AI agent quickly responds to customers and summarizes their issues, informing us when it cannot resolve a problem independently.

For the Intercom Customer Communications Platform, we are updating our knowledge base to help the AI read more proactively. It would be beneficial if there was a way to train the AI to better understand customer language. Additionally, we currently cannot implement AI responses in emails, though we are unsure if this is an existing feature.

We have been using the solution for approximately two months.

We have deployed the solution on AWS cloud. Our deployment process involves building the application in our system and deploying it. While deployment takes minimal time, we were initially incurring significant costs in cloud deployment, which led us to implement cost-reduction measures and develop a new deployment strategy.

The stability has been exceptional, warranting almost a perfect score.

Since we currently have 100 customers, it is difficult to comment extensively on scalability. We will be better positioned to evaluate scalability as our customer base grows.

The technical support from the Intercom Customer Communications Platform has been rated 5 out of 5.

Positive

We can compare the Intercom Customer Communications Platform with Zoho Desk and Freshdesk. Zoho Desk offers similar functionalities, including messenger and WhatsApp channels. However, its messenger is not as intuitive for end customers, requiring repeated entry of name and email information.

Zoho Desk's tiered pricing was comparable or slightly higher than the Intercom Customer Communications Platform. Based on our positive experiences with the Intercom Customer Communications Platform through interactions with services Razorpay and Channex, we chose it as our preferred solution. Freshdesk offered fewer capabilities compared to Zoho Desk, making the Intercom Customer Communications Platform the superior choice overall.

We utilized the service directly from their server rather than downloading it from Amazon Marketplace.

The implementation process included sharing of credentials.

Our organization currently has approximately 100 people. I serve as the director and co-founder of the company.

The pricing is considered fair, particularly considering the primary offerings of messenger functionality and knowledge base. For a small company with our number of agents and customer base, it is cost-effective.

We are seeking solutions for targeting customers through messaging campaigns, though we have not found a complete CRM solution. The Intercom Customer Communications Platform helps us support existing customers, but we are not utilizing it for customer acquisition.

We would benefit from insights regarding campaign response rates, customer demographic categorization, and detailed requirement analysis. These insights would help build an effective sales funnel.

Currently, our sales process is manual. We enable customers to access our application through our platform, send subscription links, and maintain control over account access.

I would recommend the Intercom Customer Communications Platform to other users as it enables superior customer service delivery. Having tried other platforms, this has proven to be the most effective solution for our needs. The overall rating for this solution is 9.5 out of 10.

Public Cloud

Amazon Web Services (AWS)

We use Zoho Desk for support tickets. We have a web interface where each customer can log in and open tickets, which are then escalated within the company to support the customer. The operation is quite simple.

The integration between Zoho CRM, Zoho Desk, and Zoho Projects is very good. One of the key features of Zoho CRM is the ability to record telephone calls using AI. The AI tool, Tele Zia, translates calls into bullet points, providing insights such as when to send emails or contact the customer based on previous conversations.

Zoho Desk could be improved by making it multi-tenant, as it is currently not suitable for service providers with multiple customers. Additionally, Zoho Desk's potential would be fully realized with better integration of tools beyond the current offerings. The integration could extend to supporting financial accountability in Brazil.

The first time I used Zoho CRM was in 2017 when I was in the UK with another company. Currently, we use Zoho Desk, Zoho CRM, and Zoho Projects at Altasnet.

I find the response time in emails to be very good, and the solutions provided are simple. Overall, I would rate the customer service as eight out of ten.

Positive

The control provided by the service and the cost-saving aspect are good. The analytics tool is very powerful but underutilized. The Zoho platform is powerful when used correctly, but without a specialist, it is not simple to configure and make full use of the tools.

The pricing in Brazil is complicated due to the high exchange rate, with one dollar equaling six reais. Altasnet has a favorable pricing from Zoho as an early account in Brazil, but current website prices are not considered adequate for the tool. The pricing for each user is around $350, with penalties if not all users in a company are licensed.

Overall, I consider Zoho CRM to be one of the best CRMs in the market today. In 2017, it was not a good tool, but over the past years they have improved significantly, putting it on the same level as HubSpot or Salesforce. I rate Zoho CRM nine out of ten.

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