{"id":18785,"date":"2018-12-04T15:56:12","date_gmt":"2018-12-04T15:56:12","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=18785"},"modified":"2024-07-18T11:38:26","modified_gmt":"2024-07-18T10:38:26","slug":"what-we-shipped-5-new-features-to-help-build-a-differentiated-customer-experience","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/what-we-shipped-5-new-features-to-help-build-a-differentiated-customer-experience\/","title":{"rendered":"What we shipped: 5 new features to help build a differentiated customer experience"},"content":{"rendered":"

At Intercom we think a lot about what it means to deliver a differentiated customer experience. We know companies are using our suite of products across the entire lifecycle to engage<\/a> website visitors, onboard new users, upsell<\/a> trial users and support<\/a> existing customers. <\/span><\/p>\n

The challenge comes in providing a personalized and consistent experience to everyone at scale. That\u2019s why we first launched Custom Bots to automatically convert more website visitors to leads. Then we followed up with Answer Bot to help support your existing customers by automatically answering common questions. <\/span><\/p>\n

In the last month, we\u2019ve released Custom Bots that can automatically prompt free or trial users to upgrade to a paid plan. Now you can get intelligent automation across every stage of a customer lifecycle, from an initial visit to your site to when they start a trial to when they finally become a customer. <\/span><\/p>\n

Another key piece in delivering a differentiated customer experience is the Inbox. That’s why we have also built new features that allow you to keep track of your most important conversations and invest in better reporting to easily identify areas where you can improve your customer experience. <\/span><\/p>\n

Read on to learn more about what we shipped last month:<\/span><\/p>\n

1. Engage and upsell existing users with Custom Bots<\/a><\/b><\/h3>\n

Now, you can use Custom Bots to proactively reach out to your existing users, in addition to targeting visitors and leads on your website. For example, automatically prompt current users to upgrade from a free to a paid plan or from one pricing tier to the next once they\u2019ve met the right qualification criteria.<\/p>\n

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2.\u00a0Never miss an important conversation with our new Inbox priority feature<\/a><\/b><\/h3>\n

Nobody wants to be missing out on important conversations, so we’ve made it easier to keep track of those that need the most attention. Our new Inbox prioritization feature lets you mark conversations as priority with one click, meaning they will be pinned to the top of your list. All teammates will be able to see this priority status, making it easier to collaborate on managing them.<\/p>\n

If speed is key, you can also use the new keyboard shortcut to mark your priority conversations. Simply type “p” to add or remove priority status from a conversation.<\/p>\n

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3. Get clear, consistent insights with our Inbox report enhancements<\/a><\/b><\/h3>\n
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Reporting is key when it comes to evaluating how your team is performing and identifying areas for improvement. To make this process more efficient, we’ve improved how we calculate some of your key metrics for Inbox reports.<\/p>\n<\/div>\n

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