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Customer care in a crisis: How support teams are navigating shifts in volume, wait times, and CSAT

Intercom, Inc.

Below, we share how the outbreak has impacted three key support metrics – inbound volume, wait times, and CSAT scores – and advice from respected leaders on how to continue caring for your customers in a crisis. Inbound volume is spiking for half of support teams. The increased volume is affecting businesses of all types.

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Built for you: Workflow updates, Articles API, and more to help you engage customers efficiently

Intercom, Inc.

In the face of the massive change the support landscape is currently experiencing, the one constant is that many companies are receiving rising numbers of inbound customer requests. Register for our Built for you webinar on August 25. Improve your outbound messages with new message versioning. Here are a few highlights.

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The biggest challenges facing support teams right now (and how to solve them)

Intercom, Inc.

As a result, we’ve seen some major, long-lasting changes to how businesses and consumers communicate and build relationships with one another: The popularity of messaging channels is on the rise – messenger-based support is now the second most used support channel. Unlock the power of conversational support with our webinar.

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What we shipped: 7 new features to help you automate, streamline and customize your Messenger

Intercom, Inc.

It means you can: Auto-assign new messages from leads and users to their account owners via Operator and assignment rules. Easily message all accounts you own by using the “Owner” attribute when creating a message. Send low value leads an invite to your next webinar or a discount to get started and close the conversation.

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Product thinking: behind our new Messenger home screen

Intercom, Inc.

Powered by our knowledge base product , it suggested articles to people after they typed a message. It worked well, but we started to ask ourselves: what if we could get people to check out the knowledge base before typing a message? Before this, we’d invested a lot of time in features like article suggestions. Or so we thought.

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The ultimate marketing technology stack for 2019

Intercom, Inc.

Demandbase enables companies to deliver personalized online ads to specific people at specific companies across the web while refining the message to try to convert them into customers. Zoom – webinars. We use it for: Sending targeted messages to visitors on our website. So let’s say Joe works for Pfizer.

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Build a sustainable customer acquisition strategy

Intercom, Inc.

By default, our Messenger shows a small “We run on Intercom” message that links out to more information. It’s sometimes called “inbound marketing” because it’s meant to bring people “inbound” to your website. This gives you more control over how your inbound marketing activities look and feel.