Switch from Intercom

If you are currently using Intercom and considering switching to Customerly, this guide will help you understand the key differences, our corresponding tools, and the steps to ensure a smooth transition. From chat automation to data import, we've got you covered.

1. Replacing Intercom Series with Customerly Chatflows

Intercom Series allows you to build automated chat sequences for customer interactions. In Customerly, you can use Chatflows as an alternative. Chatflows enable you to create interactive and intuitive chat experiences, guiding your customers through different paths based on their responses. This feature helps automate responses, assign conversations, and close chats efficiently.

2. Automating Support with Customerly Aura

If you’ve been using Intercom Fin for AI-powered support, you can transition to Customerly Aura, our AI Assistant. Aura excels at:

• Handling Complex Queries: Aura can answer questions with high confidence and escalate them to human agents when necessary.

• Recognizing Intents: It detects customer intents to trigger the appropriate responses and actions.

• Integrating with External Services: Aura can connect with external databases and CRMs to access user data or transfer conversation data.

Aura is a robust replacement, capable of managing customer interactions and improving response times.

3. Surveys and NPS Tools

Customerly offers a dedicated NPS and survey tool, similar to what you might use in Intercom. This allows you to measure customer satisfaction and gather valuable feedback directly from your platform.

4. Replacing Product Tours

While Customerly does not include a built-in product tour feature, you can use UserGuiding as a third-party alternative. This allows you to create interactive product tours and onboard new users effectively.

5. Email Automation and Design

For automated email campaigns, Customerly provides Workflows:

• Automate sequences of emails based on user actions or events.

• Customize the journey based on user interactions, like onboarding flows or re-engagement campaigns.

For better email designs, use our Email Template Builder, which allows you to create visually appealing and responsive emails, ensuring that your messages look great on any device.

6. Importing Data from Intercom to Customerly

Migrating your data is made simple with Customerly’s Importer Tool. We can import the following data from Intercom:

• Conversations

• Operator accounts

• Teams

• Help center articles and collections

• Companies

• Contacts (with tags, properties, notes, and events)

To proceed with the import, you need to share your Intercom API key with us. Here’s a quick guide on how to create this key: Intercom API Key Guide. Along with the API key, provide your Customerly project ID, and we’ll handle the data transfer for you.

7. Tracking User Data and Event Integration

To ensure continuity in tracking user behavior, you can set up event tracking in Customerly. This will help maintain consistency in how user actions are monitored and integrated into your automated workflows.

8. Additional Resources

To get started with Customerly, explore these resources:

• Tracking user data in Customerly / event tracking

• Inboxes

• Promote self-service with your Help Center 

• Increase lead-gen and engagement with chat triggers

• Automate Support with Customerly Aura

• Install Customerly / Mobile / React Native

• Rest API: Integrate Customerly with other tools using our API.

• SaaS Tracking Plan Template: Plan your event tracking for SaaS platforms.

Switching from Intercom to Customerly is a strategic decision that can elevate your customer support capabilities. With tools like Chatflows, Aura, and our flexible import process, you can ensure a smooth transition and start delivering an enhanced support experience. If you need help or have questions, our team is here to assist you throughout the process.