{"id":24457,"date":"2020-08-18T10:46:04","date_gmt":"2020-08-18T09:46:04","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=24457"},"modified":"2021-05-12T15:12:02","modified_gmt":"2021-05-12T14:12:02","slug":"what-we-built-august-2020","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/what-we-built-august-2020\/","title":{"rendered":"Built for you: Workflow updates, Articles API, and more to help you engage customers efficiently"},"content":{"rendered":"

In the face of the massive change the support landscape is currently experiencing, the one constant is that many companies are receiving rising numbers of inbound customer requests<\/a>.<\/p>\n

Last week we launched a series of\u00a0new features<\/a> to help modern support teams handle rising volumes of complex conversations with confidence and efficiency.<\/p>\n

And that\u2019s not all we\u2019ve been building. Over the past three months, we\u2019ve listened to your feedback and released a staggering 40 new features to make Intercom work harder for you \u2013 balancing the power to scale with the Intercom personal touch. Here are a few highlights.<\/p>\n

Want to learn more about how customer feedback is shaping our product? Check out our latest Built for you podcast<\/a>.<\/strong><\/em><\/p>\n

Combine behind-the-scenes power with a personal support experience<\/h2>\n

Our newest product upgrades solve three main challenges for support teams:<\/p>\n

1. Ticketing workflows for more complex conversations<\/h3>\n

\"Feedback<\/p>\n

New features like conversation data attributes<\/a>, improved rules and assignment logic<\/a>, and bots that help you triage conversations<\/a> make it much easier to handle complex queries. They give your team the ability to quickly find conversations, collect info from the user, and prioritize urgent conversations, without making customers feel like just another number in a queue.<\/p>\n

2. Clearer expectations on reply times and your team\u2019s availability<\/h3>\n

\"Feedback<\/p>\n

More prominent reply times<\/a> in the Messenger and enhancements to the reply time Task Bot<\/a> help you set clear expectations when your team is not available for live chat<\/a>. Specify who can start a conversation<\/a> from the Messenger to prioritize and manage your inbound support volume during busy times. Customers who only have access to your Help Center will see a search icon instead of a chat icon on Messenger launcher. You can also prevent customers from re-opening closed conversations<\/a> in your mobile app.<\/p>\n

\"Self-serve

Example of the search-only Messenger launcher icon<\/p><\/div>\n

3. New reporting metrics for more detailed insights<\/h3>\n

\"Feedback<\/p>\n

Three new dashboards<\/a> for conversations, support effectiveness, and team performance give you the ability to see what type of issues are taking up the most time, monitor your team\u2019s workload, and optimize your support team\u2019s performance. Keep tabs on key metrics by downloading or subscribing to the reports that matter to you.<\/p>\n

Easily manage and measure the impact of your help docs with our new Articles API<\/h2>\n

\"Feedback<\/p>\n

Many of you use multiple help centers or third-party knowledge bases to support different groups of users. Our new Articles API<\/a> lets you keep all of your help documentation up-to-date and in sync across multiple platforms. Export performance metrics like views, the number of conversations created, and reactions, to measure the impact of your help docs and spot opportunities to improve them.<\/p>\n

Increase customer engagement on your mobile app<\/h2>\n

\"Feedback<\/p>\n

Ever since we launched Product Tours, you\u2019ve also been asking us for the ability to use them on mobile. Now you can give customers a personalized walkthrough of your mobile app and increase adoption on mobile with Mobile Carousels<\/a>. These carousels help you onboard and retain customers<\/a>, keeping them supported and actively engaged throughout the entire customer lifecycle. Use them in the following ways:<\/p>\n