{"id":25838,"date":"2021-05-12T10:14:50","date_gmt":"2021-05-12T09:14:50","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=25838"},"modified":"2021-05-12T18:31:09","modified_gmt":"2021-05-12T17:31:09","slug":"what-we-built-may-2021","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/what-we-built-may-2021\/","title":{"rendered":"Built for you: Custom Reports, Conversation Topics, Macros, and more to personalize customer communication"},"content":{"rendered":"

When it comes to supporting and engaging customers, striking the balance between personalization and efficiency is critical if you want to operate at scale.<\/p>\n

But in order to find that highly sought-after sweet spot, you need to deeply understand your customers\u2019 experiences with your product \u2013 and their expectations. Without this knowledge, it\u2019s inevitable that your customer communication will remain impersonal and inefficient, neither of which will empower your team to meet ever-rising customer expectations<\/a>.<\/p>\n

“Armed with the right data, your team will be able to move the needle on providing personal customer communication at scale”<\/p><\/blockquote>\n

Meaningful insights fuel great experiences, but it can be challenging to draw them out when you\u2019re constantly managing high volumes of inbound conversations. To enable teams to surface the right insights to power personalized support and engagement and be set up for success, we\u2019ve launched a suite of new features to enhance messaging, reporting, analysis, and support automation within Intercom \u2013 all based on meaningful insights from you, our own customers. Armed with the right data, your team will be able to move the needle on providing personal customer communication at scale.<\/p>\n

Want to see these features in action? Check out our latest Built for you webinar<\/a>.<\/em><\/strong><\/p>\n

Track the metrics that matter with Custom Reports<\/h2>\n

\"Custom<\/p>\n

Every team has unique reporting needs and consolidating all the metrics you want to track in order to paint a picture of your support can be an arduous task. We\u2019ve made it possible to completely tailor your reporting in Intercom in just a few simple steps with Custom Reports<\/a> so you can see all the metrics that matter to you in one place. Customize your dashboards, build custom charts leveraging Intercom data such as user and conversation data attributes, and even export them to use the data wherever you need it.<\/p>\n

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Stay ahead of the curve with Conversation Topics<\/h2>\n

\"Conversation<\/p>\n

When you\u2019re busy managing inbound queries, it can be tricky to uncover recurring topics and themes in the questions that are reaching your team. To make it easier, we\u2019ve added Conversation Topics<\/a> to our reporting suite \u2013 a machine-learning powered engine for analyzing your customer conversations. Conversation Topics gives you a visual representation of what your customers are talking about and how often, giving you an at-a-glance view of their top concerns. You can also flexibly categorize your conversation data, helping you to surface trends and drive business decisions. Spend less time manually digging through data to understand your customers\u2019 challenges and more time developing strategies to provide solutions.<\/p>\n

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For SMARTY<\/a>, the Mobile Virtual Network Operator (MVNO) powered by Three UK, Conversation Topics has been a game changer in their team efficiently scaling their support. \u201cThe way the data is presented to you in Intercom\u2019s Conversation Topics feature is fantastic. I can quickly log in and see that the biggest topic is \u2018undelivered sim\u2019 and we\u2019ll know to go and focus on that. It\u2019s great,\u201d says Gill Fisher, Head of Customer Experience & Delivery at SMARTY. \u201cWhen I\u2019ve used other systems, you\u2019d have to take all your data, put it in a spreadsheet, and do some analysis. Intercom\u2019s Conversation Topics tells me at the click of a button. It allows us to be proactive in where we help our customers most, which is amazing.\u201d<\/p>\n

Streamline your support and boost efficiency by up to 43% with Macros<\/h2>\n

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When it comes to managing your Inbox<\/a>, the name of the game is efficiency. We first introduced our Saved Replies feature to help you respond to repetitive questions quickly, but it now has a new name and supercharged capabilities. Meet Macros<\/a>, the next iteration of Saved Replies that enables you to automate common Inbox actions like tagging, assigning, snoozing, and closing a conversation, and apply them with a single click. You can choose to create shared Macros that can be accessed by teammates or personal ones that you can store for your own use. Increase your Inbox efficiency by up to 43% while still ensuring that customers get the fast, consistent support experience they expect.<\/p>\n

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