Product Tours
Guide users through your product with interactive, step-by-step tours.
Executive Summary
Intercom Product Tours are interactive, step-by-step guides designed to help users understand and navigate a product effectively. They are an advanced feature within Intercom's customer engagement platform, typically bundled as part of the 'Proactive Support Plus' add-on. These tours serve multiple purposes, including onboarding new users, announcing and demonstrating new features, and guiding customers through complex workflows or setup processes. By providing a structured and engaging learning experience, Product Tours aim to improve product adoption, reduce the volume of support inquiries, and enhance the overall customer experience. Integrated with Intercom's broader messaging and campaign capabilities, Product Tours can be targeted to specific user segments based on behavior or attributes, ensuring relevant and timely guidance. While Intercom's Fin AI agent handles customer service queries, Product Tours focus on proactive user education and engagement.
Use Cases
- Onboarding new users to a product or specific features.
- Announcing and demonstrating new product features or updates.
- Guiding users through complex workflows or setup processes.
- Reducing support inquiries by proactively educating users.
- Driving product adoption and feature engagement.
Features
Visibility
- Interactive Tour Builder: Visually design and sequence multi-step product tours with customizable messages and UI elements.
- Targeted Delivery: Deliver tours to specific user segments based on behavior, attributes, or campaign triggers.
Support
- Proactive Guidance: Guide users through product features and workflows to reduce inbound support queries.
- Onboarding & Feature Adoption: Facilitate user onboarding and drive adoption of new features through interactive walkthroughs.
Intelligence
- AI-Powered Customer Resolution: Fin AI Agent automatically resolves customer conversations, delivering high-quality, personalized answers by leveraging configured API calls and data connectors.
- Contextual AI Responses: Fin uses data connectors and APIs to understand customer-specific contexts and provide relevant, timely information.
Technical Specifications
- Architecture
- Cloud-native, microservices-based architecture on AWS, leveraging REST APIs for integration and event-driven connections.
- Deployment
- SaaS
- API Available
- Yes
Infrastructure
- AWS
Integrations
- Salesforce
Security & Compliance
Certifications: SOC 2, ISO 27001, ISO 27018, GDPR
Encryption: Encryption in transit and at rest
Pricing
- Model
- Subscription-based add-on
- Starting Price
- $99/month (as part of Proactive Support Plus add-on)
- Target Customer
- SMB,Mid-Market,Enterprise
- Contract Type
- Monthly
About Intercom Fin
Intercom, Inc. is a San Francisco-headquartered software company that provides an AI-first customer service platform, enabling businesses to engage users through messaging, chatbots, automation, and support tools for marketing and retention. It is a market-leading customer communications platform that helps B2B companies acquire, engage, and support customers through personalized and timely communication.