{"id":26345,"date":"2021-08-31T11:00:05","date_gmt":"2021-08-31T10:00:05","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=26345"},"modified":"2021-09-12T22:27:57","modified_gmt":"2021-09-12T21:27:57","slug":"announcing-multichannel-transactional-messaging","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/announcing-multichannel-transactional-messaging\/","title":{"rendered":"Announcing multichannel transactional messaging: Make sure your customers get the message"},"content":{"rendered":"<p>We\u2019re excited to announce that you can now send <a href=\"https:\/\/www.intercom.com\/blog\/transactional-messaging\/\">transactional messages<\/a> using Intercom, empowering you to send all your customer messages from one easy-to-use platform.<\/p>\n<p>And because it\u2019s Intercom, we\u2019ve reimagined what \u201ctransactional messaging\u201d looks like. In addition to email, you can now choose from a range of conversational message types \u2013 like push notifications, in-product messages, banners \u2013 so you can engage and inform your customers in the right place, at the right time, using the channel (or channels) that work best.<\/p>\n<div class=\"oembed-wrapper oembed--wistiainc\"><iframe loading=\"lazy\" title=\"Transactional Messaging Video\" src=\"https:\/\/fast.wistia.net\/embed\/iframe\/jy7u5blnis?dnt=1\" allow=\"autoplay; fullscreen\" allowtransparency=\"true\" frameborder=\"0\" scrolling=\"no\" class=\"wistia_embed\" name=\"wistia_embed\" msallowfullscreen width=\"500\" height=\"281\"><\/iframe><script src=\"https:\/\/fast.wistia.net\/assets\/external\/E-v1.js\" async><\/script><\/div>\n<p>With these new transactional messaging capabilities, you can reach your customers where they already are, using timely, relevant, personalized messages that are simple to set up and easy to measure \u2013 no engineering team required. These messages can be triggered based on specific customer actions or dates, such as an upcoming subscription renewal or customer birthday. And with our transactional deliverability feature, you can make sure customers always get your transactional emails, even if they\u2019ve unsubscribed from the rest.<\/p>\n<h2 id=\"what-is-transactional-messaging\">What is transactional messaging?<\/h2>\n<p>When it comes to messaging your customers, there are some messages you <em>want<\/em> them to see, and some messages they <em>need<\/em> to see.<\/p>\n<p>Those need-to-sees are transactional messages. They\u2019re the type of messages your customers need to receive even if they&#8217;re unsubscribed from other categories of messages, like promotional ones.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-26350 size-full\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2029\/08\/Transactional-messaging-launch-post-\u2013-inline.png\" alt=\"Some examples of transactional messages.\" width=\"1700\" height=\"756\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2029\/08\/Transactional-messaging-launch-post-\u2013-inline.png 1700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2029\/08\/Transactional-messaging-launch-post-\u2013-inline-300x133.png 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2029\/08\/Transactional-messaging-launch-post-\u2013-inline-700x311.png 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2029\/08\/Transactional-messaging-launch-post-\u2013-inline-768x342.png 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2029\/08\/Transactional-messaging-launch-post-\u2013-inline-1536x683.png 1536w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2029\/08\/Transactional-messaging-launch-post-\u2013-inline-600x267.png 600w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2029\/08\/Transactional-messaging-launch-post-\u2013-inline-1400x623.png 1400w\" sizes=\"auto, (max-width: 1700px) 100vw, 1700px\" \/><\/p>\n<p>Some examples of transactional messages include:<\/p>\n<ul>\n<li>Account creation verification<\/li>\n<li>Order or delivery confirmation<\/li>\n<li>Password reset<\/li>\n<li>Payment expirations<\/li>\n<li>Renewal reminders<\/li>\n<\/ul>\n<p>These transactional messages are an integral part of any customer communication strategy. But until now, most transactional messaging has been done primarily through email.<\/p>\n<p>That\u2019s why we\u2019re so excited to launch transactional messaging in Intercom. With our new multichannel transactional messaging capabilities, you can now manage all of your messaging \u2013 promotional and transactional \u2013 from one easy-to-use platform.<\/p>\n<h2 id=\"3-reasons-why-intercoms-transactional-messaging-is-a-game-changer\">3 reasons why Intercom\u2019s transactional messaging is a game changer<\/h2>\n<p>Here are three ways that our new transactional messaging capabilities will transform your workflow.<\/p>\n<h3>1. Reach your customers where they are by using different channels<\/h3>\n<p>With most other tools, transactional messaging is delivered by email only. But email isn\u2019t always the best channel for instant, in-the-moment messages.<\/p>\n<p>And as messaging quickly becomes a preferred communication channel for customers, it\u2019s clear that email isn\u2019t always where your customers are \u2013 or what they want.<\/p>\n<blockquote class=\"pullquote-style-one\"><p>&#8220;Because you\u2019re messaging your customers right where they already are, you can reach them at the ideal moment they\u2019re most likely to be engaged&#8221;<\/p><\/blockquote>\n<p>With a range of message types to choose from in Intercom, you can ensure your customers get the important messages they need, quickly and in-context. Using event-based triggers, you can send relevant messages in real time and enrich them with metadata for an even more personalized experience. And because you\u2019re messaging them right where they already are, you can reach them at the ideal moment they\u2019re most likely to be engaged.<\/p>\n<h3>2. Own the messaging from beginning to end \u2013 no engineer needed<\/h3>\n<p>Until now, setting up and measuring the effectiveness of transactional messages has been difficult and time-consuming because it requires an engineering team. With Intercom\u2019s easy-to-use interface, you can set up and report on transactional messages quickly and easily, allowing you to own the process from start to finish \u2013 no coding required.<\/p>\n<p>This also makes it simple to test and iterate on these messages over time (just like you would with your promotional messaging), so you can optimize as you go.<\/p>\n<h3>3. Save time with one unified platform for all your customer messaging<\/h3>\n<p>No more switching between systems to send all the types of messages your business needs to send \u2013 now you can do it all from within Intercom.<\/p>\n<p>No need to waste time toggling between tools. No need to learn to navigate new platforms. And no need to keep paying subscriptions for extra software you don\u2019t need. Reducing the amount of tools in your tech stack saves you time, money, and heartache, improving the employee experience <em>and<\/em> the customer experience.<\/p>\n<h2 id=\"5-transactional-messages-to-try-today\">5 transactional messages to try today<\/h2>\n<p>Looking for some inspiration? Here are 5 examples of how you can use transactional messages.<\/p>\n<h3>1. Subscription renewal reminders<\/h3>\n<p><strong>Message type:<\/strong> Email<br \/>\n<strong>Audience:<\/strong> Users<br \/>\n<strong>Event trigger:<\/strong> 30 days before renewal date<\/p>\n<blockquote class=\"pullquote-style-four\"><p>Hi there! We\u2019d like to let you know that your Examply subscription is set to automatically renew in 30 days time. Please let your point of contact, <strong>[primary owner\u2019s name]<\/strong>, know if you have any questions or would like to make any changes to your subscription.<\/p><\/blockquote>\n<h3>2. Loyalty programs<\/h3>\n<p><strong>Message type:<\/strong> Mobile push<br \/>\n<strong>Audience:<\/strong> Users<br \/>\n<strong>Event trigger:<\/strong> Purchase<\/p>\n<blockquote class=\"pullquote-style-four\"><p>Hi <strong>[name]<\/strong>! You\u2019ve just earned <strong>[number of points earned]<\/strong> from <strong>[recent purchase]<\/strong>.<\/p><\/blockquote>\n<h3>3. Onboarding customers<\/h3>\n<p><strong>Message type:<\/strong> Chat<br \/>\n<strong>Audience:<\/strong> Users<br \/>\n<strong>Event trigger:<\/strong> Signed up<\/p>\n<blockquote class=\"pullquote-style-four\"><p>Hey <strong>[name]<\/strong>! Thanks for your interest in Examply. I\u2019d love to schedule a short call to walk you through your dashboard and answer any questions you may have. Could you send me two or three dates and times that you\u2019re available?<\/p>\n<p>&nbsp;<\/p>\n<p>If you have any other questions in the meantime, just reply to this message and our team will be happy to help!<\/p>\n<p>&nbsp;<\/p>\n<p>Talk soon,<br \/>\n<strong>[Your customer success manager]<\/strong><\/p><\/blockquote>\n<h3>4. Requesting feedback<\/h3>\n<p><strong>Message type:<\/strong> Post<br \/>\n<strong>Audience:<\/strong> Users<br \/>\n<strong>Event trigger:<\/strong> Subscription ended<\/p>\n<blockquote class=\"pullquote-style-four\"><p>Hi <strong>[name]<\/strong>, we see that your subscription has been terminated. We\u2019d love to get your feedback on why you decided to cancel so we can make Examply even better in the future. Would you have a minute to answer a few anonymous questions? \ud83d\ude4f<\/p><\/blockquote>\n<h3>5. Proactive support<\/h3>\n<p><strong>Message type:<\/strong> <span style=\"font-weight: 400;\">Custom Bot<\/span><br \/>\n<strong>Audience:<\/strong> Users<br \/>\n<strong>Event trigger:<\/strong> <span style=\"font-weight: 400;\">CSV export failed<\/span><\/p>\n<blockquote class=\"pullquote-style-four\"><p>Hey <strong>[name]<\/strong>, it looks like you&#8217;re having difficulty exporting your report <strong>[report name]<\/strong> to CSV.<\/p>\n<p>&nbsp;<\/p>\n<p>\u25cf Do you know how to resolve the issue?<\/p>\n<p style=\"padding-left: 40px;\">\u25cb Have you experienced this before?<\/p>\n<p style=\"padding-left: 80px;\">\u25cf Would you like someone from our team to assist you?<\/p>\n<\/blockquote>\n<h2 id=\"get-started-with-transactional-messaging-now\">Get started with transactional messaging now<\/h2>\n<p>Ready to start sending relevant, timely, personalized transactional messages that engage your customers? <a href=\"https:\/\/www.intercom.com\/blog\/transactional-messaging\/\">Learn more about transactional messaging in Intercom here.<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>We\u2019re excited to announce that you can now send transactional messages using Intercom, empowering you to send all your customer messages from one easy-to-use platform.<\/p>\n","protected":false},"author":459,"featured_media":26349,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"category":[4],"tags":[213,86,206,200,529],"coauthors":[24666],"class_list":["post-26345","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-news","tag-customer-engagement","tag-customer-feedback","tag-customer-onboarding","tag-messaging","tag-product-launch"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.3 (Yoast SEO v27.3) - 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