Announcing Even More Ways to Help Your Customers: Here's What's New in Intercom

Customer expectations are higher than ever and businesses are struggling to keep up with the changing customer support landscape.

At Intercom, we are committed to creating a product that enables businesses to deliver a personalized, world-class customer experience. As the world of customer support evolves, our product evolves with it.

Today at New at Intercom, our fall product launch event, we unveiled a host of exciting new products and features to help you and your team build deeper relationships and stronger with your customers. Here we dive into the releases that will take your support offering to the next level.

Introducing… tickets!

That's right, we launched our ticketing system: the only messaging-first native customer experience for live, asynchronous support. With tickets, every customer need can be received, processed and resolved by your team, entirely within Intercom.

"Tickets make it easier for your team to provide efficient and personal support while maintaining a manageable workload"

This means all the Intercom features you know and love can be used with tickets: convert a live chat into a ticket, create a bot that allows end users to submit a ticket, and collaborate with others teams to solve a customer problem.

Deliver the best end-to-end customer experience directly from your product, app or website. And it's not just customers who will see the benefits, tickets make it easier for your team to provide efficient, personalized support while maintaining a manageable workload.

Here's how tickets will change the way your team supports your customers:

Reduce your team costs

With tickets, you can support your customers from start to finish, all within Intercom Messenger. Consolidate your tools and streamline your assistive technology stack to deliver fast, personalized support from a single platform.

Improve efficiency and response times

Tickets open up countless opportunities for collaboration within Intercom. Teams save time when they work together, exchange customer details, and create a seamless customer experience within Intercom.

"Give your customers more transparency on the status of their requests"

Improve customer satisfaction

Give your customers more transparency on the status of their requests. Set realistic expectations, provide them with reliable information, and watch your CSAT increase.

Allow your customers to serve themselves

Why not automate the process and save your customers and team time? Create a bot to allow customers to submit a ticket or offer an article to answer a frequently asked question.

The new generation of Intercom Messenger

We're excited to introduce our sleekest and most powerful Messenger yet. Intercom's next-gen messenger is the only fully customizable messenger you can truly personalize for both your team and your customers throughout their journey. With a modern and flexible no-code design, you can help and engage customers with speed, ease, and versatility.

Create meaningful contextual opportunities for customers to get help and engage with your brand and content right in Messenger.

[Learn more about how our new Messenger can multiply your customer engagement opportunities and success.]

So how can Intercom's next generation Messenger improve your support offering?

Improved customer experience

Respond to your customers' individual needs directly in Messenger throughout their customer journey and seek personalized assistance. With a fully customizable Messenger, you can choose the style of Messenger you want, relevant Messenger spaces, and showcase personalized content to provide ongoing engagement.

"Help customers use self-service easier and faster with a more intuitive support experience"

Handle all requests effectively and efficiently

Allow customers to submit simple and complex queries directly in Messenger, instead of having to switch between channels. With the addition of tickets to Intercom, every customer need can start in the messenger and can be fully resolved by your team in Intercom.

Allow users to serve themselves

Help customers use self-service easier and faster with a more intuitive, personalized, and in-context support experience, right from messaging.