Intercom is a customer communication and engagement platform that helps businesses to communicate with their customers more effectively. It provides a suite of tools and features including live chat, messaging automation, customer segmentation, and customer insights.
Intercom tools include The Messenger, Next-Gen Inbox, Tickets and AI-powered bots.
Intercom is hosted in the U.S. and has reported issues with accessibility in Asia including China.
This is Intercom's official status as of 2022:
"We have seen some speed issues with customers based in the Asia-Pacific region - [including China] - with our platform due to ISP problems connecting to the AWS as well as geographical latency."
As a result, visitors accessing Intercom or interacting with their features (i.e. chat) may encounter interaction and accessibility issues. Provided that Intercom remains accessible - albeit non-performant - a China-specialised 3rd-party resource optimisation tool like Chinafy may be used to optimise certain Intercom features for improved performance in China.
Do you use Intercom on your website? If so, fill in our Get Started form to learn how we can help you optimize your website so that it works fast, fully, and securely for visitors in China.