- Helps users to combine human, self-serve and proactive support to get ahead of problems, automatically answer repetitive questions, and quickly resolve issues.
- Allows users the option to provide a human support experience either in real-time with customers or by using bots to collect initial details and respond later.
- Inbox tool stores all customer conversations in one place no matter where they take place initially.
- Reporting tools help users measure results and improve conversational support.
Intercom is a business messaging software featuring live chat, bots, apps, product tours, email messaging, a help center and more to help users build positive relationships with customers. It allows users to seamlessly provide human, self-serve and proactive support via automated emails, in-app messages, insertable educational articles and more. Intercom’s Inbox feature lets users manage and reply to conversations wherever they’re happening (email, social media, etc.) and stores them in one place. Users are also able to automatically route and prioritize conversations that need attention through assignment rules, ticketing workflows and more.
With Totango’s Intercom Integration, you can gain incredible visibility into the overall customer experience, while also ensuring that all customer inquiries and needs are met quickly and efficiently. By integrating the customer conversations and data you collect through Intercom with your customer success data in Totango, you are able to see a full 360-degree view of all customer information, including any indicators that the customer’s health may be at risk. Armed with this information, your CSMs are able to proactively help customers resolve problems, answer questions in real-time, and course-correct any issues to bring them back onto the right path.
- Automatically connect key customer data from customer support conversations via live chat, bots, apps, emails and more to help build a comprehensive understanding of your customers.
- Strengthen your early warning system by allowing customer support conversations to trigger notifications and customer success workflows that helps CSMs modify their engagements with customers, if necessary.
- Drive productivity by allowing CSMs to have visibility and access to customer support data in Totango without separately logging into Intercom.
