Phase 1: Discovery & Planning (1-2 days)
What happens:
We analyze your business needs and customer journey
Review your existing tools and support processes
Create a customized implementation plan
Define success metrics and goals
What we need from you:
Access to existing support data (if available)
List of current tools you use
Overview of your customer journey
Key stakeholders for decision-making
Phase 2: Setup & Configuration (3-5 days)
What happens:
Complete Intercom workspace setup
Brand customization (colors, logos, messaging)
Messenger installation on your website
Initial settings and preferences configuration
What we need from you:
Brand guidelines and assets
Preferred messaging and tone
Website access for messenger installation
Phase 3: Integration & Customization (5-7 days)
What happens:
Connect Intercom with your CRM, ticketing systems, and other tools
Build custom workflows and automation
Set up AI agent and train on your knowledge base
Configure routing rules and assignment logic
What we need from you:
API access to systems you want to integrate
Existing documentation and FAQs for AI training
Workflow requirements and preferences
Phase 4: Testing & Quality Assurance (2-3 days)
What happens:
Thorough testing of all integrations
Workflow and automation verification
AI response accuracy testing
End-to-end customer journey testing
What we need from you:
Participation in user acceptance testing
Feedback on AI responses and workflows
Phase 5: Training & Handover (1-2 days)
What happens:
Comprehensive team training on Intercom features
Best practices guidance
Documentation and reference materials
Admin training for ongoing management
What we need from you:
All team members who will use Intercom
Time allocated for training sessions
Phase 6: Ongoing Support (3-Month Optimization Retainer)
What happens:
Continued support and optimization
Performance monitoring and reporting
AI fine-tuning based on real conversations
Additional feature implementation as needed
This phase is mandatory because the first 90 days are critical for AI optimization. The AI learns from real conversations and requires ongoing adjustments to reach peak performance.
Timeline Summary
Typical implementation: 2-4 weeks Optimization period: 3 months Full ROI realization: 3-6 months