Intercom, Inc.

JUNE 12, 2018

In the past month, we’ve shipped 7 new features to help you further automate your funnel, streamline your handoffs and customize your Messenger: Get leads to the right reps faster by auto-assigning them to their account owners in Salesforce. Make it easier to navigate your website or app by adjusting where your Messenger is located.

B2C 174

B2C B2B Engagement Data 174

IT World

JULY 28, 2022

After meeting with Real Messenger execs this week, I’ve decided the company has come up with something with implications well beyond the real estate market it’s currently focused on: a social network that’s actually useful for business.

Development 85

Development Marketing Business 85

Intercom, Inc.

NOVEMBER 16, 2018

Back in April, we released our biggest ever update to our Messenger – we completely rethought how a messenger designed for business should work. One of the key developments was Messenger Apps, integrations with third-party apps and tools you use everyday. Simplify your app development process. Get started with ngrok.

Development 99

Development Engineering Business 99

IT World

SEPTEMBER 22, 2022

FaceTime, WhatsApp, and Zoom could be in the crosshairs of UK communications regulator Ofcom, which has announced a probe into cloud services, messenger apps, and smart devices. It’s just the latest in a global sequence of regulatory investigations likely to impact Big Tech. UK is looking into the clouds.

Cloud 56

Cloud Communication Marketing 56

Intercom, Inc.

AUGUST 11, 2022

Armed with a messenger with automation and self-serve capabilities, your team will be empowered to deliver the exact support customers need, at the precise moment they need it – while they’re using your product, app, or service. You’ll learn: Why providing in-the-moment help with a modern messenger is a key competitive advantage.

Headcount 237

Headcount Customer Support Strategy Branding 237

Intercom, Inc.

JUNE 23, 2020

Delivering those better experiences requires a fundamentally new way to do customer support, a messenger-based approach that works at internet scale. The two key changes are a shift to messenger-based support, and an investment in Bots and Messaging. A messenger is both more personal and more powerful than email.

Customer Support 245

Customer Support Scale Underperforming Technical Team Scaling 245

Intercom, Inc.

NOVEMBER 17, 2021

Make it easier to self-serve with Articles in the Messenger. Can we set up our Messenger so that when people have a question and they click on the search bar, they can see our different collection of Articles? With an expanded window, it’s easier than ever to read articles in the Messenger. Customer feedback: Hello! Best of all?

Engagement 222

Engagement Mobile Metrics Investment 222

Intercom, Inc.

NOVEMBER 30, 2021

Powered by a modern business messenger , it scales your ability to answer more questions from more customers without increasing headcount, budget, or hours logged. Integrations and Messenger apps. Typeform connects with Intercom to empower your team to quickly gather key qualitative data from customers in the Intercom Messenger.

Technical Review 249

Technical Review Customer Support Payment Methods Payment Solutions 249

Intercom, Inc.

JULY 15, 2021

By combining Intercom’s Business Messenger with other marketing and sales tools in your tech stack, you can create scalable, sophisticated processes to de-anonymize web traffic, score potential leads, route them to the right people, and enable reps to communicate with prospects in the most effective way possible.

Engagement 232

Engagement Communication Sales Innovation 232

Intercom, Inc.

NOVEMBER 24, 2020

The features combine to allow for sophisticated ticketing workflows behind the scenes, but with all the advantages that make our Messenger so popular with customers. Effectively, a ticketing system collects every customer query that arrives, whether it comes via a messenger, email, or other channel. Defining a ticketing system.

Customer Support 211

Customer Support Scale Data User Experience 211

Intercom, Inc.

JANUARY 13, 2021

Our response was to create a reliable, convenient channel for positive experiences – the Business Messenger. And what we’ve seen is that the Business Messenger is so effective for this purpose because it enables “conversational experiences” in a way that other channels struggle to emulate. The evolution of communication .

Scale 243

Scale Scaling Communication Mobile 243

Intercom, Inc.

AUGUST 12, 2020

Fast and personal messenger-based conversational support tools that offer a high-quality, delightful customer experience, but which can lack the underlying flexibility to accommodate the complexities of every type of business. Ticketing meets the Messenger. So does this mean we’ve introduced ticketing?

Customer Support 249

Customer Support Leadership Branding Data 249

Intercom, Inc.

OCTOBER 13, 2022

Meet the five brand-new product innovations that will drive up customer engagement this fall – including our biggest messenger update yet. First, a completely redesigned Messenger inspired and guided by our customer’s feedback, unlike anything our industry has seen before. The last year hasn’t been easy.

Banking 118

Banking Scale Machine Learning Artificial Intelligence 118

Intercom, Inc.

OCTOBER 25, 2022

A ticketing system collects every customer support interaction, whether it comes via a messenger, email, or other channel. We’ve always believed in messenger-first communication. Our Messenger, along with features like Resolution Bot and Inbox, could ensure that customers were supported personally and efficiently.

Communication 118

Communication Scaling User Experience Customer Support 118

Intercom, Inc.

MARCH 10, 2022

This strategy empowers you to pre-emptively deliver targeted, personalized messages and support via messenger-based channels. Even better, however, is that messengers can be used to complement almost any part of the customer journey. But what’s the best way to stay ahead of these expectations? Proactive engagement.

Payment Methods 209

Payment Methods Technical Review Payments Payment Solutions 209

Intercom, Inc.

MAY 8, 2018

With our redesigned Messenger , businesses can do so much more than chat. The next generation of messengers will be built to help businesses accelerate growth by actually helping teams do work, like process payments or schedule meetings. It means messengers are no longer just for customer facing teams. Define your goals.

Payment Solutions 176

Payment Solutions Payment Methods Payments SaaS Payments 176

Intercom, Inc.

JULY 8, 2020

Conversational support engages our customers with a messenger-based experience that’s at once personal and efficient. “Conversational support engages our customers with a messenger-based experience that’s at once personal and efficient” It’s enabled us to build strong customer relationships, from our earliest days to now.

Headcount 203

Headcount Social Media Customer Support Scaling 203

Tom Tunguz

AUGUST 3, 2022

Instant messenger in the 1990s. Some use machine learning to identify profile pictures across services to canonicalize user identities - no doubt clever. But these are sub-optimal because the underlying problems remain. Every new software era has its messaging protocol. IRC in the 1980s. SMS in the 2000s. WhatsApp, Telegram in the 2010s.

Machine Learning 270

Machine Learning Artificial Intelligence Communication Customer Support 270

Intercom, Inc.

MAY 18, 2021

They found that: Messenger-based support is now the second most used support channel. 58% of respondents believe that customers prefer conversational, messenger-based engagements with brands. Messenger-based support is now the second most used support channel, overtaking phone and in-person support.

Scale 210

Scale Business Consulting Leadership 210

Intercom, Inc.

AUGUST 16, 2022

Powered by a messenger with automation and self-serve capabilities, your team can provide the exact support customers need, at the precise moment they need it. By adding a messenger to your product, you can help customers in their moment of need – in your product, website, or app while their query is top of mind.

Headcount 118

Headcount Scale Sales Hiring Customer Lifetime Value 118

Intercom, Inc.

JUNE 6, 2018

We see the demand for action clearly in our data: 1 in 7 conversations in the Intercom Messenger links out to forms, meeting scheduling services, surveys, video conferencing tools, articles and other similar resources. Thankfully, we’ve built ways to help you do all of that in our messenger. I’m booked then. Tuesday OK?”.

Scale 179

Scale Payment Methods Payment Solutions Payment Services 179

Intercom, Inc.

NOVEMBER 4, 2020

Messengers and live chat are an ideal channel for self-service. For example, if you’re creating an FAQ article to address popular holiday questions, you can highlight the content to customers in the Messenger instead of making them search for it. With Intercom’s Messenger, you can set clear expectations for holiday shoppers.

Customer Support 228

Customer Support Technical Review Scale Headcount 228

Intercom, Inc.

JUNE 1, 2021

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. The solution: Optimize your resources with the Conversational Support Funnel.

Underperforming Technical Team 232

Underperforming Technical Team Technical Review Scale Headcount 232

Intercom, Inc.

SEPTEMBER 21, 2022

A key way of doing this is by using a business messenger. Messengers have sharply risen in popularity: they’re now the second most-used support channel , leapfrogging both phone and in-person support. And for support teams, messengers offer unparalleled flexibility.

Customer Support 118

Customer Support Scale Scaling Technology 118

Intercom, Inc.

SEPTEMBER 22, 2020

HubSpot ’s CEO and co-founder Brian Halligan says that conversational relationships – building relationships with customers through personalized, messenger-based experiences – is the answer. People live in Slack, they live in the messenger. At Intercom, we call these types of personal interactions conversational experiences.

Venture Capital 211

Venture Capital Advertising Communication Branding 211

Intercom, Inc.

JULY 6, 2022

IT administrators can grant support managers access to edit another teammate’s away status (when they are away from the messenger or busy) without permitting full access to permissions and seats. Ease team management with more teammate permissions.

Engagement 210

Engagement Scaling Retention Data 210

Intercom, Inc.

MARCH 27, 2018

Yet our success there is becoming clear – in the last Y Combinator batch, 84% of all companies with a messenger or live chat product on their site used Intercom. Reinventing our invention – the next evolution of the Business Messenger. This will be the biggest evolution yet, because it redefines what a messenger is and what it can do.

Artificial Intelligence 224

Artificial Intelligence Scale Machine Learning Technology 224

Intercom, Inc.

AUGUST 6, 2018

In this guest post, Kwindla Kramer of Daily.co , a 1-click video calling provider, explains how they built a new app for the Intercom App Store to give sales and support teams instant video calls in the Intercom Messenger. Our first step towards building an app was to explore the Messenger APIs and developer documentation.

Engagement 130

Engagement Marketplace as a Service Development Sales 130

Intercom, Inc.

AUGUST 3, 2020

Giving their clients an easy way to get support – via Intercom’s Business Messenger – is a key part of their solution. Many of their clients are under a great deal of stress and the Messenger is a simple way to reassure them that the team stands ready to help if they need it. ” Support that feels personal and efficient.

Government 211

Government Banking Development Scaling 211

Intercom, Inc.

JUNE 22, 2022

A customer logs into their account, visits the payments page and starts a conversation in the Messenger. They visit the company’s website, open the Messenger, and enter their account number. If they’d like to make a change to the order, they can do so without speaking with an agent. Utilities: Checking a meter reading.

SaaS Payments 218

SaaS Payments Payment Services Payment Features Payments 218

Intercom, Inc.

AUGUST 23, 2022

By adding a messenger backed by rich customer data to your website or product, your team can deliver accurate one-to-one help (whether that’s via an automated bot or a support rep) while the customer’s query is top of mind. .

Customer Support 211

Customer Support Retention Headcount Customer Lifetime Value 211

SaaStr

DECEMBER 4, 2023

Please don’t shoot the messenger. This is different than wanting to own upsells, or renewals. This is feeling they need to own onboarding and post-sales follow-up … because it’s just not getting done. I know many will challenge all 3 of these points.

Sales Recruiting 210

Sales Recruiting Sales Hiring Onboarding Sales 210

Intercom, Inc.

MAY 25, 2021

The resulting study, Drive Conversational Experiences for a Future-Ready Customer Support Strategy , found that: Messenger-based support is now the second most used support channel. 53% of support teams have seen an increase in support queries since COVID-19 hit. Now, it’s second.

Customer Support 260

Customer Support Scale Scaling Communication 260

Intercom, Inc.

AUGUST 24, 2022

How we’ve improved and innovated on our Messenger to help your business drive growth at scale. At New at Intercom, you’ll hear from industry leaders, get an exclusive peek at our latest products and features, and explore the growing importance of effective customer engagement.

Innovation 191

Innovation Retention Engagement Engineering 191

Intercom, Inc.

MARCH 9, 2021

The world’s most customer-centric teams are turning to conversational, messenger-based support – and you can learn the proven strategies to do the same in our newly published Ultimate Guide to Conversational Support. With customer expectations soaring higher than ever, how do you achieve fast, meaningful support, at scale?

Strategy 170

Strategy Branding Scaling Business 170

Intercom, Inc.

NOVEMBER 5, 2018

Many businesses are rightly concerned that installing a live chat messenger could “open the floodgates”, and result in their sales and support teams dealing with low-level customer queries (“How do I change my password?”) Modern messengers like Intercom have a simple message responder to do this. Target high-intent pages.

Scale 239

Scale Business Artificial Intelligence Customer Support 239

Intercom, Inc.

OCTOBER 25, 2021

The Intercom team is looking forward to showcasing our latest features and improvements to the world’s leading Business Messenger and powerful customer support product. We can’t wait to see old friends and make new ones.

AWS 198

AWS Scale Innovation Startup 198