{"id":23357,"date":"2020-03-25T19:10:43","date_gmt":"2020-03-25T19:10:43","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=23357"},"modified":"2020-09-17T11:10:32","modified_gmt":"2020-09-17T10:10:32","slug":"using-intercom-for-covid-19-response","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/using-intercom-for-covid-19-response\/","title":{"rendered":"Tips for using Intercom to help with your COVID-19 response"},"content":{"rendered":"<p>It\u2019s a challenging time right now, and you might be seeing more customer conversations as a result.<\/p>\n<p>We&#8217;ve written about how you can <a href=\"https:\/\/www.intercom.com\/blog\/customer-communications-in-a-crisis\/\" target=\"_blank\" rel=\"noopener noreferrer\">manage your customer communications in a crisis<\/a> detailing how you can proactively make it easier for your customers to get the answers they\u2019re looking for, as well as on dealing with the inbound queries that you might be facing.<\/p>\n<p>We&#8217;re also republishing this <a href=\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/3822642-tips-for-using-intercom-to-help-with-your-covid-19-response\" target=\"_blank\" rel=\"noopener noreferrer\">Help Center article<\/a> to further help you reduce your Support team\u2019s load so they can provide your customers with the personal <a href=\"https:\/\/www.intercom.com\/blog\/customer-support-software\" rel=\"noopener noreferrer\" target=\"_blank\">conversational support<\/a> they need.<br \/>\n<script src=\"https:\/\/fast.wistia.com\/embed\/medias\/yz2kg6c3gz.jsonp\" async><\/script><script src=\"https:\/\/fast.wistia.com\/assets\/external\/E-v1.js\" async><\/script><\/p>\n<div class=\"wistia_responsive_padding\" style=\"padding:56.25% 0 0 0;position:relative;\">\n<div class=\"wistia_responsive_wrapper\" style=\"height:100%;left:0;position:absolute;top:0;width:100%;\">\n<div class=\"wistia_embed wistia_async_yz2kg6c3gz videoFoam=true\" style=\"height:100%;position:relative;width:100%\">\n<div class=\"wistia_swatch\" style=\"height:100%;left:0;opacity:0;overflow:hidden;position:absolute;top:0;transition:opacity 200ms;width:100%;\"><img decoding=\"async\" src=\"https:\/\/fast.wistia.com\/embed\/medias\/yz2kg6c3gz\/swatch\" style=\"filter:blur(5px);height:100%;object-fit:contain;width:100%;\" alt=\"\" aria-hidden=\"true\" onload=\"this.parentNode.style.opacity=1;\" \/><\/div>\n<\/div>\n<\/div>\n<\/div>\n<h2 id=\"highlight-timely-faq-content-with-the-content-showcase-app\">Highlight timely FAQ content with the Content Showcase app<\/h2>\n<p>With any spike in support conversations you\u2019ll find that many of the questions being asked are the same. There\u2019s usually some useful content that you can present to your customers up front to help them find the information they need. This should lead to fewer conversations and more headspace for your team.<\/p>\n<p>You should put all of these questions and their answers together in an <a href=\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/56646-what-articles-should-you-write#faqs\" target=\"_blank\" rel=\"noopener noreferrer\">article<\/a>, a blog post or on your website. Then add them to the Messenger home screen with the Content Showcase app.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2020\/03\/Covid-FAQ-Showcase-1400.jpg\" \/><\/p>\n<p>Read <a href=\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/1829568-content-showcase-app-promote-relevant-content-to-customers\" target=\"_blank\" rel=\"noopener noreferrer\">this article for a complete guide to the Content Showcase app<\/a>.<\/p>\n<h2 id=\"triage-and-answer-conversations-with-custom-bots-and-resolution-bot\">Triage and answer conversations with Custom Bots and Resolution Bot<\/h2>\n<h3>Custom Bots<\/h3>\n<p>For questions that can\u2019t be answered by your FAQ, e.g. when you need to get some details from your customer first, you can use Custom Bots to start the conversation quickly, and give your team a head start. Custom Bots allow you to triage your conversations any way you like. You can:<\/p>\n<ul>\n<li>Find out more about what your customers need, and point them in the right direction.<\/li>\n<li>Identify customers who need urgent assistance, and prioritize them accordingly.<\/li>\n<li>Collect information or applications from customers for you to process at a later date.<\/li>\n<\/ul>\n<p><img decoding=\"async\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2020\/03\/Covid-Custom-Bot-Response-800-1.gif\" \/><\/p>\n<p>Learn more about <a href=\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/3118298-triage-inbound-conversations-with-custom-bots\" target=\"_blank\" rel=\"noopener noreferrer\">triaging conversations with Custom Bots here<\/a>.<\/p>\n<h3>Resolution Bot<\/h3>\n<p>Resolution Bot can instantly answer your customers\u2019 common questions, so your team can focus on conversations where a human touch is needed.<\/p>\n<p>In most cases Resolution Bot should be trained based on questions you\u2019ve already received, but in new situations that lead to an influx of questions you can easily define example questions for Resolution Bot to answer. To keep answers targeted and relevant, you should also define situation specific trigger words so Resolution Bot knows exactly which conversations to answer.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2020\/03\/Covid-Resolution-Bot-800.gif\" \/><\/p>\n<p>&nbsp;<\/p>\n<p>Find out <a href=\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/2408760-instantly-resolve-conversations-24-7-with-resolution-bot\" target=\"_blank\" rel=\"noopener noreferrer\">more about Resolution Bot here<\/a>.<\/p>\n<p>Both of these methods will free up your team, so they have more time to provide hands on personal support when it\u2019s really needed.<\/p>\n<h2 id=\"only-proactively-communicate-with-your-most-active-customers\">Only proactively communicate with your most active customers<\/h2>\n<p>In truly urgent situations you may want to reach out to your customers in advance, so you can be sure they\u2019re supported with all the information they need. To ensure your message reaches all the right people, there are some things you should do, and some you should avoid:<\/p>\n<ul>\n<li>Do <a href=\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/3292781-get-started-sending-in-app-messages\" target=\"_blank\" rel=\"noopener noreferrer\">send a chat or post in your app<\/a>. Reaching customers in context ensures you\u2019re not interrupting or overloading them.<\/li>\n<li>Do send messages to <a href=\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/1067073-segment-out-your-active-users-for-messaging\" target=\"_blank\" rel=\"noopener noreferrer\">engaged recipients<\/a> only.<\/li>\n<li>Do send emails in a predictable cadence of smaller batches. Going from 100 emails a day to 10,000 can cause email providers to mark your message as spam.<\/li>\n<li>Don\u2019t send messages to people who no longer use your product or service. E.g. a message about your COVID-19 response, sent to someone who stopped using your service after a trial 2 years ago, is unlikely to be relevant<\/li>\n<li>Don\u2019t send emails to your whole user base indiscriminately<\/li>\n<\/ul>\n<p>Before contacting your customers during challenging times, question if you really need to message them at all. Are you providing them with something of value, or adding to information overload?<\/p>\n<p>Check out <a href=\"https:\/\/www.intercom.com\/blog\/help\/en\/collections\/2091415-sending-effective-emails#ensuring-your-emails-are-delivered\" target=\"_blank\" rel=\"noopener noreferrer\">this collection for more good advice<\/a> on ensuring your emails are delivered.<\/p>\n<h2 id=\"rely-on-saved-replies-to-keep-your-team-in-the-loop-and-up-to-date\">Rely on Saved Replies to keep your team in the loop and up to date<\/h2>\n<p>When the situation is evolving constantly around you, it can be hard to ensure your team has the most accurate and up to date information at hand. With well managed saved replies, this becomes much easier, as you only need to update the information in one place, and it\u2019s immediately accessible to your team in the Inbox.<\/p>\n<p>Learn how to <a href=\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/206-respond-to-customers-faster-with-saved-replies\" target=\"_blank\" rel=\"noopener noreferrer\">create, manage and use saved replies here<\/a>.<\/p>\n<h2 id=\"prioritize-conversations-with-the-customers-that-need-you-the-most\">Prioritize conversations with the customers that need you the most<\/h2>\n<p>When you have an influx of new support conversations, you\u2019ll want to support those customers who need it the most as quickly as possible. With a little organization and automation this is a much simpler task.<\/p>\n<p>You can use <a href=\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/2462540-prioritize-your-most-important-conversations\" target=\"_blank\" rel=\"noopener noreferrer\">priority rules<\/a> to easily identify and highlight certain conversations, while still routing them through all the regular channels to get support. It\u2019s a simple way to shine a light on the conversations where some extra attention is needed.<\/p>\n<p>Another approach is to let <a href=\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/199-assign-conversations-to-teammates-and-teams\" target=\"_blank\" rel=\"noopener noreferrer\">assignment rules<\/a> send those conversations to a dedicated inbox where they can get more urgent support.<\/p>\n<p>These rules are flexible enough to highlight conversations based on keywords, the type of customer or geographical regions that might be more affected than others. They can even be used in tandem for a more nuanced solution if needed.<\/p>\n<h2 id=\"looking-forward\">Looking forward<\/h2>\n<p>Beyond the immediate need to support more customers, there are other things to keep in mind that can benefit you know and in the future.<\/p>\n<h3>Share the load<\/h3>\n<p>Your support team might be the ones handling these conversations, but your wider company cares about your customers too, and can offer valuable insight on the situation from a more zoomed out perspective. With <a href=\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/304-zapier-app\" target=\"_blank\" rel=\"noopener noreferrer\">Zapier<\/a>, or the <a href=\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/1501873-slack-app\" target=\"_blank\" rel=\"noopener noreferrer\">Slack app<\/a>, you can share incoming conversations outside of the Inbox for those who might not see them otherwise.<\/p>\n<h3>Tag conversations for later<\/h3>\n<p>Tagging conversations from this situation, can provide a wealth of information for you to look back on. This can be done <a href=\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/446-keep-track-of-support-requests-and-bugs-by-tagging-conversations\" target=\"_blank\" rel=\"noopener noreferrer\">manually by your support team<\/a>, <a href=\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/3396331-tag-conversations-automatically-with-tag-rules\" target=\"_blank\" rel=\"noopener noreferrer\">automatically by tag rules<\/a>, or both.<\/p>\n<p>You\u2019ll learn more about your customers and how your app fits into their lives and can see what worked and what didn\u2019t when supporting them during this period.<\/p>\n<p>This also gives you the opportunity (when things have quietened down) to celebrate all the heroes on your team who really stepped up during this period and showed exactly what it means to help people with personal support.<\/p>\n<p>Only by pulling together will we all get through this, but get through it we will \u2013 and we&#8217;ll be here to help you stay connected with your customers at this incredibly challenging time.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Your business might be seeing more customer conversations as a result of the COVID-19 pandemic. These Intercom tips will help you handle the volume of queries and conversations, supporting your customers at this challenging time.<\/p>\n","protected":false},"author":209,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"category":[3,4],"tags":[21570],"coauthors":[471],"class_list":["post-23357","post","type-post","status-publish","format-standard","hentry","category-customer-support","category-news","tag-covid-19"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Tips for using Intercom to help with your COVID-19 response - The Intercom Blog<\/title>\n<meta name=\"description\" content=\"Your business might be seeing more customer conversations as a result of the COVID-19 pandemic. These tips will help you handle the volume of queries.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/3822642-tips-for-using-intercom-to-help-with-your-covid-19-response\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Tips for using Intercom to help with your COVID-19 response\" \/>\n<meta property=\"og:description\" content=\"Your business might be seeing more customer conversations as a result of the COVID-19 pandemic. These tips will help you handle the volume of queries.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/3822642-tips-for-using-intercom-to-help-with-your-covid-19-response\" \/>\n<meta property=\"og:site_name\" content=\"The Intercom Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/intercominc\" \/>\n<meta property=\"article:published_time\" content=\"2020-03-25T19:10:43+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2020-09-17T10:10:32+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/fast.wistia.com\/embed\/medias\/yz2kg6c3gz\/swatch\" \/>\n<meta name=\"author\" content=\"Jack Jenkins\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@intercom\" \/>\n<meta name=\"twitter:site\" content=\"@intercom\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Jack Jenkins\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/3822642-tips-for-using-intercom-to-help-with-your-covid-19-response#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.intercom.com\/blog\/using-intercom-for-covid-19-response\/\"},\"author\":{\"name\":\"Jack Jenkins\",\"@id\":\"https:\/\/www.intercom.com\/blog\/#\/schema\/person\/e4fb2931e322f5195164a1c492fd9445\"},\"headline\":\"Tips for using Intercom to help with your COVID-19 response\",\"datePublished\":\"2020-03-25T19:10:43+00:00\",\"dateModified\":\"2020-09-17T10:10:32+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.intercom.com\/blog\/using-intercom-for-covid-19-response\/\"},\"wordCount\":1108,\"publisher\":{\"@id\":\"https:\/\/www.intercom.com\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/3822642-tips-for-using-intercom-to-help-with-your-covid-19-response#primaryimage\"},\"thumbnailUrl\":\"https:\/\/fast.wistia.com\/embed\/medias\/yz2kg6c3gz\/swatch\",\"keywords\":[\"Covid-19\"],\"articleSection\":[\"Customer Service\",\"News &amp; Updates\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.intercom.com\/blog\/using-intercom-for-covid-19-response\/\",\"url\":\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/3822642-tips-for-using-intercom-to-help-with-your-covid-19-response\",\"name\":\"Tips for using Intercom to help with your COVID-19 response - The Intercom Blog\",\"isPartOf\":{\"@id\":\"https:\/\/www.intercom.com\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/3822642-tips-for-using-intercom-to-help-with-your-covid-19-response#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/3822642-tips-for-using-intercom-to-help-with-your-covid-19-response#primaryimage\"},\"thumbnailUrl\":\"https:\/\/fast.wistia.com\/embed\/medias\/yz2kg6c3gz\/swatch\",\"datePublished\":\"2020-03-25T19:10:43+00:00\",\"dateModified\":\"2020-09-17T10:10:32+00:00\",\"description\":\"Your business might be seeing more customer conversations as a result of the COVID-19 pandemic. These tips will help you handle the volume of queries.\",\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/3822642-tips-for-using-intercom-to-help-with-your-covid-19-response\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/3822642-tips-for-using-intercom-to-help-with-your-covid-19-response#primaryimage\",\"url\":\"https:\/\/fast.wistia.com\/embed\/medias\/yz2kg6c3gz\/swatch\",\"contentUrl\":\"https:\/\/fast.wistia.com\/embed\/medias\/yz2kg6c3gz\/swatch\"},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.intercom.com\/blog\/#website\",\"url\":\"https:\/\/www.intercom.com\/blog\/\",\"name\":\"The Intercom Blog\",\"description\":\"Articles and Podcasts on Customer Service, AI and Automation, Product, and more\",\"publisher\":{\"@id\":\"https:\/\/www.intercom.com\/blog\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.intercom.com\/blog\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/www.intercom.com\/blog\/#organization\",\"name\":\"The Intercom Blog\",\"url\":\"https:\/\/www.intercom.com\/blog\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.intercom.com\/blog\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2019\/08\/Intercom-logo-sq-black-trans.png\",\"contentUrl\":\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2019\/08\/Intercom-logo-sq-black-trans.png\",\"width\":1000,\"height\":1000,\"caption\":\"The Intercom Blog\"},\"image\":{\"@id\":\"https:\/\/www.intercom.com\/blog\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/intercominc\",\"https:\/\/x.com\/intercom\",\"https:\/\/www.instagram.com\/intercom\/\",\"https:\/\/www.linkedin.com\/company\/2491343\",\"https:\/\/www.pinterest.ie\/intercom\/\",\"https:\/\/www.youtube.com\/channel\/UCJG0MvLP03kyzzAkD-w98aQ\",\"https:\/\/en.wikipedia.org\/wiki\/Intercom_(company)\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.intercom.com\/blog\/#\/schema\/person\/e4fb2931e322f5195164a1c492fd9445\",\"name\":\"Jack Jenkins\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/secure.gravatar.com\/avatar\/67d680b58a57fb1eac5509f83e47771510d8b267a17b208e49ca5c5b97344aa6?s=96&d=mm&r=pgd84f4611f504a4675990813405e4c33a\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/67d680b58a57fb1eac5509f83e47771510d8b267a17b208e49ca5c5b97344aa6?s=96&d=mm&r=pg\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/67d680b58a57fb1eac5509f83e47771510d8b267a17b208e49ca5c5b97344aa6?s=96&d=mm&r=pg\",\"caption\":\"Jack Jenkins\"},\"description\":\"Jack Jenkins was a Senior Product Education Manager at Intercom where he managed the Help Center. Previously, Jack was a Senior Support Engineer at Intercom and a Customer Support Analyst at Nookal.\",\"url\":\"https:\/\/www.intercom.com\/blog\/author\/jackgjenkins\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Tips for using Intercom to help with your COVID-19 response - The Intercom Blog","description":"Your business might be seeing more customer conversations as a result of the COVID-19 pandemic. These tips will help you handle the volume of queries.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/3822642-tips-for-using-intercom-to-help-with-your-covid-19-response","og_locale":"en_US","og_type":"article","og_title":"Tips for using Intercom to help with your COVID-19 response","og_description":"Your business might be seeing more customer conversations as a result of the COVID-19 pandemic. These tips will help you handle the volume of queries.","og_url":"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/3822642-tips-for-using-intercom-to-help-with-your-covid-19-response","og_site_name":"The Intercom Blog","article_publisher":"https:\/\/www.facebook.com\/intercominc","article_published_time":"2020-03-25T19:10:43+00:00","article_modified_time":"2020-09-17T10:10:32+00:00","og_image":[{"url":"https:\/\/fast.wistia.com\/embed\/medias\/yz2kg6c3gz\/swatch","type":"","width":"","height":""}],"author":"Jack Jenkins","twitter_card":"summary_large_image","twitter_creator":"@intercom","twitter_site":"@intercom","twitter_misc":{"Written by":"Jack Jenkins","Est. reading time":"5 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/3822642-tips-for-using-intercom-to-help-with-your-covid-19-response#article","isPartOf":{"@id":"https:\/\/www.intercom.com\/blog\/using-intercom-for-covid-19-response\/"},"author":{"name":"Jack Jenkins","@id":"https:\/\/www.intercom.com\/blog\/#\/schema\/person\/e4fb2931e322f5195164a1c492fd9445"},"headline":"Tips for using Intercom to help with your COVID-19 response","datePublished":"2020-03-25T19:10:43+00:00","dateModified":"2020-09-17T10:10:32+00:00","mainEntityOfPage":{"@id":"https:\/\/www.intercom.com\/blog\/using-intercom-for-covid-19-response\/"},"wordCount":1108,"publisher":{"@id":"https:\/\/www.intercom.com\/blog\/#organization"},"image":{"@id":"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/3822642-tips-for-using-intercom-to-help-with-your-covid-19-response#primaryimage"},"thumbnailUrl":"https:\/\/fast.wistia.com\/embed\/medias\/yz2kg6c3gz\/swatch","keywords":["Covid-19"],"articleSection":["Customer Service","News &amp; Updates"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"https:\/\/www.intercom.com\/blog\/using-intercom-for-covid-19-response\/","url":"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/3822642-tips-for-using-intercom-to-help-with-your-covid-19-response","name":"Tips for using Intercom to help with your COVID-19 response - The Intercom Blog","isPartOf":{"@id":"https:\/\/www.intercom.com\/blog\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/3822642-tips-for-using-intercom-to-help-with-your-covid-19-response#primaryimage"},"image":{"@id":"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/3822642-tips-for-using-intercom-to-help-with-your-covid-19-response#primaryimage"},"thumbnailUrl":"https:\/\/fast.wistia.com\/embed\/medias\/yz2kg6c3gz\/swatch","datePublished":"2020-03-25T19:10:43+00:00","dateModified":"2020-09-17T10:10:32+00:00","description":"Your business might be seeing more customer conversations as a result of the COVID-19 pandemic. These tips will help you handle the volume of queries.","inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.intercom.com\/blog\/help\/en\/articles\/3822642-tips-for-using-intercom-to-help-with-your-covid-19-response"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/3822642-tips-for-using-intercom-to-help-with-your-covid-19-response#primaryimage","url":"https:\/\/fast.wistia.com\/embed\/medias\/yz2kg6c3gz\/swatch","contentUrl":"https:\/\/fast.wistia.com\/embed\/medias\/yz2kg6c3gz\/swatch"},{"@type":"WebSite","@id":"https:\/\/www.intercom.com\/blog\/#website","url":"https:\/\/www.intercom.com\/blog\/","name":"The Intercom Blog","description":"Articles and Podcasts on Customer Service, AI and Automation, Product, and more","publisher":{"@id":"https:\/\/www.intercom.com\/blog\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.intercom.com\/blog\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/www.intercom.com\/blog\/#organization","name":"The Intercom Blog","url":"https:\/\/www.intercom.com\/blog\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.intercom.com\/blog\/#\/schema\/logo\/image\/","url":"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2019\/08\/Intercom-logo-sq-black-trans.png","contentUrl":"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2019\/08\/Intercom-logo-sq-black-trans.png","width":1000,"height":1000,"caption":"The Intercom Blog"},"image":{"@id":"https:\/\/www.intercom.com\/blog\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/intercominc","https:\/\/x.com\/intercom","https:\/\/www.instagram.com\/intercom\/","https:\/\/www.linkedin.com\/company\/2491343","https:\/\/www.pinterest.ie\/intercom\/","https:\/\/www.youtube.com\/channel\/UCJG0MvLP03kyzzAkD-w98aQ","https:\/\/en.wikipedia.org\/wiki\/Intercom_(company)"]},{"@type":"Person","@id":"https:\/\/www.intercom.com\/blog\/#\/schema\/person\/e4fb2931e322f5195164a1c492fd9445","name":"Jack Jenkins","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/secure.gravatar.com\/avatar\/67d680b58a57fb1eac5509f83e47771510d8b267a17b208e49ca5c5b97344aa6?s=96&d=mm&r=pgd84f4611f504a4675990813405e4c33a","url":"https:\/\/secure.gravatar.com\/avatar\/67d680b58a57fb1eac5509f83e47771510d8b267a17b208e49ca5c5b97344aa6?s=96&d=mm&r=pg","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/67d680b58a57fb1eac5509f83e47771510d8b267a17b208e49ca5c5b97344aa6?s=96&d=mm&r=pg","caption":"Jack Jenkins"},"description":"Jack Jenkins was a Senior Product Education Manager at Intercom where he managed the Help Center. Previously, Jack was a Senior Support Engineer at Intercom and a Customer Support Analyst at Nookal.","url":"https:\/\/www.intercom.com\/blog\/author\/jackgjenkins\/"}]}},"jetpack_featured_media_url":"","jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/posts\/23357","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/users\/209"}],"replies":[{"embeddable":true,"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/comments?post=23357"}],"version-history":[{"count":0,"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/posts\/23357\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/media?parent=23357"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/category?post=23357"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/tags?post=23357"},{"taxonomy":"author","embeddable":true,"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/coauthors?post=23357"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}