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1/ Support teams the world over are struggling with huge increases in volume. Be nice to them! 
We just shipped a huge change to how @intercom works so they can provide better support, to more people, with fewer resources.
You can now set up our Messenger in different modes..
We just shipped a huge change to how @intercom works so they can provide better support, to more people, with fewer resources. You can now set up our Messenger in different modes..
2/ ...for different customers e.g.
Full self serve mode for low value customers with FAQs,
Live chat mode only for VIPs.
This is step 1 of many more like this coming in the next few months.
Support teams we got you
Full self serve mode for low value customers with FAQs,
Live chat mode only for VIPs.
This is step 1 of many more like this coming in the next few months.
Support teams we got you
3/ OK full prose version!
Our world has changed, and whatever happens, business will never be the same again. One group of people heavily impacted but not often talked about is customer support teams. Many are overwhelmed with the huge increase in volume of customer questions...
Our world has changed, and whatever happens, business will never be the same again. One group of people heavily impacted but not often talked about is customer support teams. Many are overwhelmed with the huge increase in volume of customer questions...
4/ 
Support teams. We @intercom are there for you, we are working day and night building for you.
You need new solutions for our new reality. You are being asked to do more with less, and yet your customers need answers faster than ever.
Support teams. We @intercom are there for you, we are working day and night building for you. You need new solutions for our new reality. You are being asked to do more with less, and yet your customers need answers faster than ever.
5/ We are building you much better self serve solutions so customers can get their answers themselves. So that the only questions to come to the support team are complex questions only people can answer.
6/ We launched a big change today. Now the Intercom Messenger can be set up so that you can have self serve mode for lower value customers with common FAQs, live chat mode for your VIPs only. Everyone wins.
7/ We have so much more coming in the next few months:
1. Things Support teams badly need in Intercom and have been asking for. Better rules, workflows, collaboration, reporting...it is all coming soon.
2. New innovations for our new reality.
1. Things Support teams badly need in Intercom and have been asking for. Better rules, workflows, collaboration, reporting...it is all coming soon.
2. New innovations for our new reality.
8/ Finally, we've built so much recently, things you can use today to reduce inbound volume and answer customer questions.
Here are 4 other things you can do right now to provide better support, to more people, with fewer resources:
Here are 4 other things you can do right now to provide better support, to more people, with fewer resources:
1. Use Custom Bots for Support. Triage, collect customer info up front, help your support team be more efficient. https://www.intercom.com/help/en/articles/3118298-triage-inbound-conversations-with-custom-bots
2. Use Resolution Bot. Support automation that can answer 33% of your inbound questions automatically. https://www.intercom.com/automated-answers
3. Set up Routing Rules. https://www.intercom.com/help/en/articles/3039441-customize-your-inbox-for-faster-support-workflows
4. Enable video and voice apps. Start video calls from your conversations for faster resolution. https://www.intercom.com/app-store/?category=phone-and-video
