Intercom
CRM / Help Desk

Intercom

Intercom is a customer communication platform that enables targeted communication with customers on your website, inside your web and mobile apps, and by email.

What is Intercom?

Ever wanted a way to talk to people visiting your site the way you can call a specific office using your building's intercom? The aptly named Intercom tool is what you need. It’s the tool that powers so many of the small round chat icons you see on sites today, offering real-time help and support as you browse their company’s website. But it’s more than chat. Intercom’s a detailed marketing automation and customer support tool to help you turn visitors into happy customers.

And it’s smart. Intercom can identify who’s using your site or app, filter through customer data quickly, see who's slipping away or where a timely message might help most, and then send them emails or in-app messages automatically. Or if someone starts chatting with Intercom and they ask a question you’ve already answered, it can offer appropriate support documentation to help them out.

Intercom works best deeply integrated into your site or app. It identifies who’s using your site or purchasing your products, where they came from and what they’re viewing, and more—and it does that for free. That way from the start, you can identify your customers and see detailed info about them without paying anything.

And it’s easy to drill into the data that Intercom uncovers. On the sidebar, there’s a prominent list of criteria that you can use to filter through the people that have visited your site. You could sort people by most recently added, identify people that visited from social networks or a partner’s website, or find those who are slipping away. And if someone does start chatting with your team, Intercom will fill out their profile with their name, email, and other details so you can connect the dots backward.

That’s where Intercom’s Messenger comes in. Every time someone visits your site, they’ll see the small chat icon in the corner—along with in-app messages with tips and news if you’d like. You can have it show different messages to first-time visitors or those browsing your pricing page, say. And if you don't want to bombard everyone with the info, you can have your subsequent messages only go to users who, say, haven't revisited your site recently. Or, keep the info hidden until people click the chat icon—Intercom Messenger lets you customize your chat box with apps and widgets to show new blog posts, highlight new features and more.

You can also get in touch via email. Once someone starts a conversation with your team, you can follow up with custom support emails if no one on your team was around to answer them in real-time. Or you can make drip emails to reply with more details automatically. And with the Articles tool, you can document how to solve common issues so Intercom Messenger can share those tips automatically and your team can reference them to do support faster.

Deflect calls from your Call Center to Intercom live chat

If you receive a high volume of calls into your call center, you can use Chatdesk Shift to deflect the calls away from your customer support team to your Intercom messaging channels while improving your customer satisfaction.Chatdesk Shift helps you reduce both your inbound call volume and your cost per call.

Chatdesk Shift is a low cost solution that lets you efficiently manage your customer calls by shifting them to more efficient channels. e.g. live chat, SMS, and social media. In these channels, your customer service agents are able to quickly handle large volumes of tickets, reducing wait times for customers.

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Automatic Analysis of Customer Feedback in Intercom Chat and Email

If you receive large volumes of chat and email, it becomes difficult to analyze all customer interactions with your brand. Chatdesk Trends helps Intercom users manage increasing customer engagement by automatically tagging all customer feedback in one place.

Chatdesk Trends provides automatic tagging that enables you to get fast granular insights for increasing conversions, driving self service and increasing repeat sales.

The Chatdesk Trends dashboard delivers 90%+ average tagging accuracy across 70+ tags for your business. It’ll scan through conversations and open-ended feedback to surface trends on product issues, and pricing, just to name a few.

With this integration, you’ll have the ability to:

  • Filter feedback by date, channel, product, and sentiment to make informed decisions and drive business impact
  • Compare customer feedback across various channels, including CSAT/NPS surveys, email, chat, social media messages and comments on Ads, Amazon reviews
  • Segment by product defects, shipping issues, top reasons for contact, and other company-specific custom tags
  • Reduce contact volume to your support team, improve self service for your customers, make product merchandising improvements, and increase repeat sales of your product or service

Additionally, you can launch your Free Trends dashboard in minutes. Chatdesk Trends requires no dev work and has more than 90% average tagging accuracy across 70+ tags.

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