Customer Retention & Support
Retention and support agents triage tickets, answer repeat questions from your own documentation, reply to reviews and catch unhappy customers early. Complex or sensitive issues go to a person.
Top use cases
Triage support tickets
Ticket routing
Tags each new ticket by topic and urgency and routes it to the right person or queue.
Resolve support questions with Intercom Fin and data connectors
Self-service support
Fin answers from your help center and uses data connectors to look up orders, cancel subscriptions or start refunds inside the conversation, handing off to a person when unsure.
Draft replies to every online review
Reputation
Drafts a personal reply to each new review; negative ones get a calm response with an offer to talk.
Check in with customers at risk of leaving
Retention
Spots customers whose usage or engagement dropped and drafts a personal check-in for the account owner.
Collect feedback after every purchase
Feedback
Sends a short survey after delivery and alerts you to low scores so you can respond quickly.
Auto-resolve support tickets and escalate the rest
Ticket resolution
An agent checks the knowledge base and order history, replies when confident and escalates to Slack with a draft otherwise; billing and security go to people.
Review support conversations and coach the team
Support QA
An agent reviews human and bot ticket handling, flags long back-and-forths, posts daily Slack reports and pulls out product feedback.
Customer Retention & Support FAQ
Will a support bot frustrate customers?
It can if it guesses. Limit answers to your help content and make handoff to a person easy.
What should always go to a human?
Billing disputes, security and legal questions, and any customer who is clearly upset.
What's the first support agent to build?
Ticket triage — tagging and routing new requests — is low risk and makes later automation easier.