Built for You: Fin is now available over email

Intercom is at the forefront of shaping the future of customer support by building AI into the core of our platform.

Unlike most platforms that are made up of disparate tools that are pieced together through acquisitions, what we like to call a “Frankenstack”. We’ve built Intercom to be a single connected system where every tool your team needs is built to work together, where all of your content and data can be managed in one place, and where your human agents and where your AI agents can work together seamlessly to create remarkable customer experiences.

In this month’s Built For You broadcast, we share a series of major improvements we’ve made to key features of our platform: Tickets, Phone, Reporting, and Workflows.

But first of all, we’re announcing a brand new, much-anticipated feature for our Fin AI Agent which illustrates the power of our deeply integrated approach.

Fin Over Email

We’re constantly improving the capabilities of our Fin AI Agent so it can answer any type of customer question anywhere your customers ask them. This starts with making Fin multichannel, and we’re excited to announce that Fin over email is now available to everyone.

“We’re delighted to announce that AI-first support is now available via email as well as live chat”

Fin AI Agent can save your team hours, cut your inbound volume by up to 80%, and improve your CSAT scores. Since Fin was first announced, our customers have asked how it can be used to support email queries, and we’re delighted to announce that AI-first support is now available via email as well as live chat. Just as you’d expect, setting up Fin for email is just as easy as setting it up live chat. And of course, Fin over email is also priced at 99 cents per resolution.

Learn more about Fin over email here

Tickets

Treating your customer as a number in a queue is an outdated way of providing service. The ticketing experience should maintain that human element while keeping the conversation going. We’ve created a modern ticketing system with three easy-to-use ticket categories.

• Customer tickets: You can move easily from conversation to ticket and provide your customers with real time updates via email and live chat.
• Back office tickets: Ensure all your teams have the context they need to collaborate more efficiently.
• Tracker tickets: These allow you to resolve issues impacting many users with a single ticket.

And we’ve continued to add features to the Tickets experience – you can now take advantage of side conversations to collaborate with external partners right from the Inbox. There is now a centralized Tickets portal where your customers can view, track, and take action on all their team’s tickets. And we have released ticketing integrations with Jira, Slack, and many more.

Learn more about Tickets here

Phone

Conventional phone support is marked by long customer wait times, complex tools, and frustrating IVRs that lead to poor experiences.

Intercom Phone delivers a modern experience with all of your calls and all of your conversations in one place. With Intercom Phone, you can make and receive phone calls right from the Inbox. You can route, assign, or automate calls with customizable IVR trees, and easily troubleshoot issues with video calls and screen sharing right through the Messenger.

We’ve just launched improvements to Phone – now you can use an outbound dialer from the Inbox, reroute calls and let customers request a call back, and capture CSAT after the call ends. These new features are as intuitive and easy-to-use as you’d expect from Intercom.

Learn more about Intercom Phone here

Reporting

Most customer service leaders don’t have a full view of their support operation, often using an assortment of tools and spreadsheets to keep on top of metrics. Intercom Reporting delivers a holistic view of team performance.

With the tools and insights that you need to monitor, analyze, and optimize your support operation, you can generate AI reports of the most common topics your customers ask about. Make better decisions with prebuilt reports curated to cover your primary use cases and create custom reports that help you spot trends so you can boost performance and CSAT.

Plus, we’ve just released updates to Reporting. Create your own reports from a new template library, customize reports with drag, drop, and resizing capabilities, and add multiple metrics to a single chart to visualize trends and relationships.

Learn more about Reporting here

Workflows

Building automations can be complex and time consuming, especially with outdated tools.

Workflows is our modern solution for automations where you can design and customize self-serve journeys for your team and your customers. Our industry-leading, no-code visual builder makes it easy to create automations with bots, triggers, conditions, and rules that optimize your CS operation.

With Workflows, you can automate repetitive tasks like routing, snoozing, and closing-out conversations. You can connect to over 450 apps and integrations such as Salesforce and GitHub, and you can get a headstart by leveraging dozens of prebuilt templates for popular use cases.

Learn more about Workflows here

Find out more at Pioneer

The application of generative AI is driving huge innovation in customer service, but it only delivers real value when part of a coherent platform, and that’s why our approach is the same for both – we listen to our customers and we innovate to meet their needs and provide value. There is so much to discuss and learn from each other at this exciting time for the space.

So on October 10th, we are hosting our first ever AI customer service summit, Pioneer.

Register for the full livestream to hear from customer service leaders who are actively using AI to transform their support operations. And you’ll be among the first to learn all about our next-generation AI Agent, Fin 2, which will push the boundaries of AI-first customer service.