{"id":27539,"date":"2022-06-08T16:43:58","date_gmt":"2022-06-08T15:43:58","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=27539"},"modified":"2022-06-08T18:16:36","modified_gmt":"2022-06-08T17:16:36","slug":"announcing-intercoms-next-gen-inbox","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/announcing-intercoms-next-gen-inbox\/","title":{"rendered":"Announcing Intercom&#8217;s new Inbox: The fastest and most powerful inbox designed for scale"},"content":{"rendered":"<p>As more and more business moves online, and customer expectations have risen accordingly, the demands on support teams have soared \u2013 it often feels like teams now need superhuman speed just to keep up.<\/p>\n<p><a href=\"https:\/\/www.intercom.com\/blog\/resources\/guides\/customer-support-trends-2022\" target=\"_blank\" rel=\"noopener\">Increased volume, higher expectations, and team burnout<\/a> are just a few of the issues businesses are facing. Ultimately, customer support reps are in need of tools that help them do their jobs more efficiently, effectively, and enjoyably.<\/p>\n<p>The Intercom Inbox is what support and customer-facing teams use to handle customer conversations from the Intercom Messenger, email, or any integrated channel. It has always been one of the main attractions for our customers \u2013 but, with our latest upgrade, the next-generation Inbox is now the fastest, most effective, and powerful Inbox built for support at scale.<\/p>\n<div class=\"wistia_responsive_padding\" style=\"padding: 49.58% 0 0 0; position: relative;\">\n<div class=\"wistia_responsive_wrapper\" style=\"height: 100%; left: 0; position: absolute; top: 0; width: 100%;\"><iframe loading=\"lazy\" class=\"wistia_embed\" title=\"Inbox 2 Intro Video\" src=\"https:\/\/fast.wistia.net\/embed\/iframe\/c2r8f960os?seo=false&amp;videoFoam=true\" name=\"wistia_embed\" width=\"100%\" height=\"100%\" frameborder=\"0\" scrolling=\"no\"><\/iframe><\/div>\n<\/div>\n<p><script src=\"https:\/\/fast.wistia.net\/assets\/external\/E-v1.js\" async><\/script><\/p>\n<h2 id=\"empowering-teams-with-our-next-generation-inbox\">Empowering teams with our next-generation Inbox<\/h2>\n<p>Scaling your business means scaling your support, and scaling your support requires great tools. In our personal lives, we&#8217;ve gotten used to incredible tools \u2013 yet, at work we&#8217;re often let down. Think about the tools you or your team use \u2013 are they modern and easy to use, or are they clunky and complicated? All too often it\u2019s the latter, because they weren\u2019t built to provide a delightful experience.<\/p>\n<p>However, we are also seeing newer software becoming more consumer-like and the quality bar is rising. Expectations around user experience are higher than ever \u2013 therefore we need fast and impactful tools. We believe that in the future, the experience of the tools we use at work will be indistinguishable from our personal life. That\u2019s why we endeavored to transform the Inbox into a tool that better resembles the world-class tools we use in our own lives \u2013 blazingly fast, collaborative, visually stunning, and loved by its users.<\/p>\n<blockquote class=\"pullquote-style-four\"><p><i><span style=\"font-weight: 400;\">\u201cThe current generation of customer support solutions is simply not designed for this scale. Businesses and customers need something better \u2013 they need something designed for internet scale at internet speed and they need it now\u201d<\/span><\/i><\/p>\n<p><strong>Paul Adams, Chief Product Officer at Intercom<\/strong><\/p><\/blockquote>\n<p>But how exactly do your teams and customers benefit from this makeover?<\/p>\n<h2 id=\"how-our-inbox-future-proofs-support-teams\">How our Inbox future-proofs support teams<\/h2>\n<p>With this new release, we\u2019ve taken extra steps to create an Inbox that is future-proofed for scaling businesses and meets our customers needs with:<\/p>\n<ul>\n<li><strong>Intuitive and crisp design:<\/strong> Our next-gen Inbox has a modern, beautiful design that makes it easy for your team to focus on the context they need to have personalized and effective conversations, without any clutter getting in the way. Plus, rich information and actions such as switching to a different inbox, viewing conversation events, or accessing extra context about the customer can be expanded when needed.<\/li>\n<\/ul>\n<p><img decoding=\"async\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2022\/06\/Inbox2-1.png\" \/><\/p>\n<ul>\n<li><strong>Blazingly fast loading times:<\/strong> When you\u2019re working at internet scale, every second counts. Instantly move between conversations and even between inboxes with tens, hundreds, or thousands of live conversations. Our new Inbox has a 10x performance improvement on the previous version and now works to the highest speed.<\/li>\n<li><strong>Work at speed:<\/strong> Using keyboard shortcuts is significantly more efficient than using a mouse, and that\u2019s why we\u2019ve designed the whole Inbox experience to be fully controllable with your keyboard. Forget traditional shortcuts that are fiddly and hard to remember \u2013 our new command-K feature gives you keyboard control of every action in the Inbox from one place, making our new Inbox so much faster to use.<\/li>\n<\/ul>\n<div class=\"wistia_responsive_padding\" style=\"padding: 100.0% 0 0 0; position: relative;\">\n<div class=\"wistia_responsive_wrapper\" style=\"height: 100%; left: 0; position: absolute; top: 0; width: 100%;\"><iframe loading=\"lazy\" class=\"wistia_embed\" title=\"3_CMD_K_Final Video\" src=\"https:\/\/fast.wistia.net\/embed\/iframe\/ei4x550vbr?seo=false&amp;videoFoam=true\" name=\"wistia_embed\" width=\"100%\" height=\"100%\" frameborder=\"0\" scrolling=\"no\"><\/iframe><\/div>\n<\/div>\n<p><script src=\"https:\/\/fast.wistia.net\/assets\/external\/E-v1.js\" async><\/script><\/p>\n<ul>\n<li><strong>Improved Smart Replies:<\/strong> The Smart Reply feature also makes it quicker and easier to reach out to your customers by offering predictive text \u2013 based on common greetings used in the past \u2013 which you can accept, reject, or alter for personalized engagement at speed.<\/li>\n<\/ul>\n<p><img decoding=\"async\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2022\/06\/Intercom-Inbox-Smart-Reply.gif\" \/><\/p>\n<ul>\n<li><strong>Customization that sparks joy:<\/strong> It gives your team the freedom to work how they want \u2013 in dark mode, in their language; you name it. Your teammates now have far more control over how the Inbox appears for them, including language preference and introducing keenly awaited dark mode \u2013 in fact, the Intercom Inbox is the only support inbox on the market with a native dark mode capability built in.<\/li>\n<\/ul>\n<div class=\"wistia_responsive_padding\" style=\"padding: 49.58% 0 0 0; position: relative;\">\n<div class=\"wistia_responsive_wrapper\" style=\"height: 100%; left: 0; position: absolute; top: 0; width: 100%;\"><iframe loading=\"lazy\" class=\"wistia_embed\" title=\"1_Hero_DarkMode_Final Video\" src=\"https:\/\/fast.wistia.net\/embed\/iframe\/1p15l2sg4y?seo=false&amp;videoFoam=true\" name=\"wistia_embed\" width=\"100%\" height=\"100%\" frameborder=\"0\" scrolling=\"no\"><\/iframe><\/div>\n<\/div>\n<p><script src=\"https:\/\/fast.wistia.net\/assets\/external\/E-v1.js\" async><\/script><\/p>\n<ul>\n<li><strong>A view for managers:<\/strong> A new layout option called Table Layout is designed primarily for shift managers. Ensure conversations are triaged correctly, responses are high quality, and teams are effectively utilized. A bird\u2019s eye view of conversations enables you to scan through key customizable information such as waiting time, SLA, and assignee. You can also combine this new table view with the recently released real-time dashboard, providing live Inbox and agent performance metrics.<\/li>\n<\/ul>\n<h2 id=\"the-fastest-and-most-powerful-inbox-built-for-support-at-scale\">The fastest and most powerful Inbox built for support at scale<\/h2>\n<p>So there you have it, Intercom\u2019s next-generation Inbox. Simple, easy to use, blazingly fast, keyboard-first, and highly configurable \u2013 an extremely efficient tool that can be adapted to different businesses, people, and support team roles. Increase productivity, efficiency, CSAT, and, crucially, team morale.<\/p>\n<p class=\"inline-cta-quote\"><a href=\"https:\/\/www.intercom.com\/blog\/inbox\" target=\"_blank\" rel=\"noopener\">Want to find out more about our consumer-grade support tool that will help you streamline workflows, better collaborate, and meet user expectations?We have it all wrapped up for you right here.<\/a><\/p>\n<p>We look forward to welcoming all Intercom customers to our new Inbox. To start using these next-generation features right away <a href=\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/6274899-get-started-with-the-next-gen-inbox\" target=\"_blank\" rel=\"noopener\">you can learn how to get set up quickly and easily here.<\/a><\/p>\n<p>(If you haven\u2019t received the option to opt-in yet, please speak to a teammate in your workspace who has teammate management permissions \u2013 they can enable the opt-in setting for your team.) \ud83d\ude4c<\/p>\n","protected":false},"excerpt":{"rendered":"<p>The Intercom Inbox has always been one of the main attractions for our customers \u2013 but, with our latest upgrade, the next-generation Inbox is now the fastest, most effective, and powerful Inbox built for support at scale.<\/p>\n","protected":false},"author":509,"featured_media":27561,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"category":[3,4],"tags":[12287,529],"coauthors":[24981],"class_list":["post-27539","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-support","category-news","tag-intercom-inbox","tag-product-launch"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.3 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Intercoms next-generation Inbox<\/title>\n<meta name=\"description\" content=\"With our latest upgrade, the next-generation Inbox is now the fastest, most effective, and powerful Inbox built for support at scale.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, 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