TLDR:
Intercom recently announced the launch of two features—Surveys and Switch—that ultimately provide improved customer service. The CEO of Intercom commented that customer engagement is where the internet business is headed next—Intercom built Engagement OS to address that future. Surveys are all about collecting and acting on data. While Switch “is a transitional tool that transfers a customer from the holding queue into Intercom’s Messenger support system, eliminating wait times and providing a smooth communicative experience.” The Chief Product Officer at Intercom remarked that the new inbox—part of the redesign—was created to be the first of its kind. It has considerations for speed and scale built into it. It’s a response to a drastically changing market.
Intercom is an Engagement OS—it’s a customer communications platform that just lifted the curtain for two new features to redesign and revamp internet traction. These features are called Surveys and Switch, respectively.
On the one hand, Survey enables marketers to collect insights into their audience and act on it in real-time. On the other hand, Switch “is a transitional tool that transfers a customer from the holding queue into Intercom’s Messenger support system, eliminating wait times and providing a smooth communicative experience.”
Intercom’s CEO, Karen Peacock, engagement is where internet business is headed next—that’s why Intercom created Engagement OS: to make a space where teams can interact with customers all on one platform.
In addition to Surveys and Switch, Intercom also reformed its inbox.
“It combines proactive, self-serve, and human support capabilities to streamline customer support.”
Original article from Demand Gen on 23 March 2022.
About Intercom
Intercom, the Engagement OS, enables businesses to build stronger customer relationships that drive growth and scale. With its all-in-one customer communications platform, Intercom offers next-generation solutions for sales, marketing and support teams to work together to convert prospects into paying customers, engage customers throughout their journey and provide world-class support.
Intercom is redefining the customer journey and unifying business silos to deliver ongoing, personalized engagement through in-context communications. More than 25,000 global organizations, including Atlassian, Amazon and Lyft Business, rely on Intercom to deliver unparalleled user experiences at any scale. Over 600 million end users use Intercom every month, sending more than 500 million messages on average.
