Release Notes: Intercom brings new features to the customer conversation

  •   August 13, 2020

The current work environment has focused attention on building digital engagement with customers. Intercom has responded by launching enhancements to its Conversational Relationship Platform. 

These new features allow for:

  • Managing more complex customer queries;
  • Reducing response times; and
  • Automating manual tasks and processes.

Eliminating old choices. Intercom’s new release allows companies to eliminate their previous two main options for online support, the old email-based ticketing system, and faster messenger-based support that lacked depth. 

Intercom has said that it wanted to present not just an update to its current platform, but a true new experience from both functionality and usability standpoints. 

New features include:  

  • More efficient ticketing workflows as Intercom’s bots collect information and prioritize issues, including identifying emergencies;
  • Flexible messenger platform to respond in real or at scheduled times; and
  • 12 new reporting metrics for a more robust reporting system.

Why we care? Customers are no longer waiting to see if brands will get back to them. The demand for instant and effective response means efficiency in chat is now more important than ever.

This story first appeared on MarTech Today.


About The Author

Rodric J. Bradford is the Editor of MarTech Today and has worked in the marketing technology industry as both a journalist and corporate project manager.

Prior to joining MarTech Today Bradford served as Convention and Technology Beat Reporter for the Las Vegas Review-Journal’s Business Press publication and worked as Technology Reporter for Global Gaming Business, the world’s largest casino publication. In the corporate world Bradford has served as Technology Project Manager for CNA, Cigna, General Dynamics and Philip Morris.

Bradford is an alumnus of the University of Missouri-Columbia.

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