Member Article

Intercom Looks To Reinvent Customer Engagement

Intercom, a customer communications platform, has launched two new tools — Surveys and Switch — that aim to deliver better customer service.

The company also released an overhaul of its Intercom Inbox to make its most-used product the fastest and most efficient support inbox for the modern era.

These technological advancements have been made to increase customer engagement and enhance the entire platform.

“We believe ongoing customer engagement is the future of internet business, and that demands a new operating model—one that unifies and reorients every aspect of an organization to deliver exceptional customer experiences,” said Karen Peacock, CEO of Intercom. “We built Intercom’s Engagement OS for this purpose—to give all customer-facing teams one primary, unified platform to work together and create an ongoing dialogue with customers.”

Surveys enables businesses to collect actionable customer insights to tailor and target personal and effective messaging to its customers.

Switch eliminates on-hold wait times and allows customers to shift from phone support to Intercom’s Messenger, eliminating wait times and delivering faster answers.

“We use Intercom to power, and scale, best-in-class customer communication and to facilitate customer engagement across many areas of our business.” said Wayne Stewart, Head of Customer Service and Support, Cloud Growth, DevOps & IT at Atlassian. “Intercom’s platform helps us gain a deeper understanding of our customers’ needs and helps us create delightful journeys for them. We’re excited to see continued innovation from Intercom and we look forward to building onto our years-long partnership.”

This was posted in Bdaily's Members' News section by JH .