{"id":28131,"date":"2022-10-12T16:15:12","date_gmt":"2022-10-12T15:15:12","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=28131"},"modified":"2024-11-15T16:18:20","modified_gmt":"2024-11-15T16:18:20","slug":"announcing-new-intercom-support-features-fall-2022","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/announcing-new-intercom-support-features-fall-2022\/","title":{"rendered":"Announcing even more ways to support your customers: Here\u2019s what\u2019s new at Intercom"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Customer expectations are higher than ever, and businesses are struggling to keep up with the changing landscape of customer support. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">At Intercom, we\u2019re committed to building a product that enables businesses to offer a world-class, personalized customer experience. As the world of customer support evolves, our product evolves alongside it.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Today at New at Intercom, our fall product launch event, we unveiled a host of exciting new products and features to help you and your team to build deeper, stronger relationships with your customers. Here, we\u2019re diving into the releases that will take your support offering to the next level.\u00a0<\/span><\/p>\n<h2 id=\"introducing-tickets\"><span style=\"font-weight: 400;\">Introducing \u2026 tickets!<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">That\u2019s right, we\u2019ve launched our ticketing system \u2013 the only messenger-first, native customer experience for both live and asynchronous support. With tickets, every customer need can be received, processed, and resolved by your team, entirely within Intercom.\u00a0<\/span><\/p>\n<blockquote class=\"pullquote-style-one\"><p>\u201cTickets makes it easier for your team to provide efficient, personal support while maintaining a manageable workload\u201d<\/p><\/blockquote>\n<p><span style=\"font-weight: 400;\">That means all the Intercom features you know and love can be used alongside tickets: convert a live chat to a ticket, create a bot that allows end users to submit a ticket, and collaborate with other teams to resolve a customer issue.\u00a0<\/span><\/p>\n<p><script src=\"https:\/\/fast.wistia.com\/embed\/medias\/qk1i4jye69.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: 100.0% 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_qk1i4jye69 videoFoam=true\" style=\"height: 100%; position: relative; width: 100%;\"><\/div>\n<\/div>\n<\/div>\n<p><span style=\"font-weight: 400;\">Deliver the best end-to-end customer experience right from your product, app, or website. And it\u2019s not just customers who\u2019ll see the benefit, tickets makes it easier for your team to provide efficient, personal support while maintaining a manageable workload.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Here\u2019s how tickets will change the way your team supports your customers:<\/span><\/p>\n<h3>Reduce your team\u2019s costs<\/h3>\n<p><span style=\"font-weight: 400;\">With tickets, you can support your customers from beginning to end, all within the Intercom Messenger. Consolidate your tools and streamline your support tech stack to deliver fast, personalized support from a single platform.<\/span><\/p>\n<h3>Improve efficiency and response times<span style=\"font-weight: 400;\">\u00a0<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Tickets open up countless opportunities for collaboration within Intercom. Teams save time as they work together, swap customer details, and build a seamless customer experience within Intercom.\u00a0<\/span><\/p>\n<blockquote class=\"pullquote-style-two\"><p>\u201cOffer your customers more transparency into the status of their requests\u201d<\/p><\/blockquote>\n<h3>Improve customer satisfaction<\/h3>\n<p><span style=\"font-weight: 400;\">Offer your customers more transparency into the status of their requests. Set realistic expectations, give them updates they can trust, and watch your CSAT increase.<\/span><\/p>\n<h3>Allow your customers to self-serve<\/h3>\n<p><span style=\"font-weight: 400;\">Why not automate the process and save your customers \u2013 and your team \u2013 some time? Create a bot to allow customers to submit a ticket, or offer up an article to answer a frequently asked question.<\/span><\/p>\n<h2 id=\"the-next-generation-of-the-intercom-messenger\"><span style=\"font-weight: 400;\">The next generation of the Intercom Messenger<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">We&#8217;re delighted to present our sleekest, <\/span><a href=\"http:\/\/intercom.com\/messenger\"><span style=\"font-weight: 400;\">most powerful Messenger yet<\/span><\/a><span style=\"font-weight: 400;\">. Intercom\u2019s next-generation Messenger is the only fully customizable messenger that you can truly make your own \u2013 both for your team and your customers throughout their journey. With a modern and flexible no-code design, you can support and engage customers with speed, ease and versatility.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Create meaningful in-context opportunities for customers to get support as well as engage with your brand and content directly in the Messenger.\u00a0<\/span><\/p>\n<p><a href=\"https:\/\/www.intercom.com\/blog\/announcing-new-intercom-engage-features-fall-2022\"><strong><em>[Read more about how our new Messenger can multiply your customer engagement opportunities and success.]<\/em><\/strong><\/a><\/p>\n<p><script src=\"https:\/\/fast.wistia.com\/embed\/medias\/x5o9tz4tmt.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: 49.38% 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_x5o9tz4tmt videoFoam=true\" style=\"height: 100%; position: relative; width: 100%;\"><\/div>\n<\/div>\n<\/div>\n<p><span style=\"font-weight: 400;\">So, how can Intercom\u2019s next-generation Messenger amp up your support offering?<\/span><\/p>\n<h3>Enhanced customer experience<\/h3>\n<p><span style=\"font-weight: 400;\">Address your customers\u2019 individual needs directly in the Messenger as they move through their customer journey and seek personalized support. With a fully customizable Messenger, you can choose your desired Messenger style, relevant Messenger spaces, and showcase personalized content to provide ongoing engagement.<\/span><\/p>\n<blockquote class=\"pullquote-style-one\"><p>\u201cHelp customers self-serve easier and faster with a more intuitive support experience\u201d<\/p><\/blockquote>\n<h3>Deal with any query efficiently and effectively<\/h3>\n<p><span style=\"font-weight: 400;\">Let customers submit both simple and complex queries directly in the Messenger, instead of having to jump between different channels. With the addition of tickets to Intercom, every customer need can begin in the messenger and can be resolved by your team entirely in Intercom.<\/span><\/p>\n<h3>Empower users to self-serve<span style=\"font-weight: 400;\">\u00a0<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Help customers self-serve easier and faster with a more intuitive support experience that is personalized and contextual, right from the messenger.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-28140 aligncenter\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2022\/10\/Self-Serve-final-v1-1x.jpg\" alt=\"Messenger self-serve support\" width=\"600\" height=\"600\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2022\/10\/Self-Serve-final-v1-1x.jpg 600w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2022\/10\/Self-Serve-final-v1-1x-300x300.jpg 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2022\/10\/Self-Serve-final-v1-1x-150x150.jpg 150w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2022\/10\/Self-Serve-final-v1-1x-48x48.jpg 48w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2022\/10\/Self-Serve-final-v1-1x-96x96.jpg 96w\" sizes=\"auto, (max-width: 600px) 100vw, 600px\" \/><\/p>\n<h2 id=\"automation-made-easy-with-our-visual-bot-builder\"><span style=\"font-weight: 400;\">Automation made easy with our visual bot builder<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Build powerful bots in less time as you map out your customers\u2019 entire journey within Intercom. Visualize every step your customers will take, spot potential improvements, and quickly remove any barriers keeping your customers from an optimal experience.<\/span><\/p>\n<blockquote class=\"pullquote-style-two\"><p>\u201cOur no-code visual bot builder offers the ultimate configurable and visual bot-building experience\u201d<\/p><\/blockquote>\n<p><span style=\"font-weight: 400;\">Our no-code visual bot builder offers the ultimate configurable and visual bot-building experience, helping you create a sophisticated automation strategy efficiently and without any technical knowledge. <\/span><span style=\"font-weight: 400;\">It\u2019s the next iteration in the evolution of Intercom\u2019s bots, following the launch of <\/span><a href=\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/6298278-custom-actions-and-objects-explained\"><span style=\"font-weight: 400;\">Custom Actions and Custom Objects<\/span><\/a><span style=\"font-weight: 400;\">, which enables customers to integrate bots with other back-end systems within the Messenger.<\/span><span style=\"font-weight: 400;\">\u00a0<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-28135 size-large aligncenter\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2022\/10\/Visual-Bot-Builder-Hero-1x-700x700.jpg\" alt=\"Visual Bot Builder Hero 1x\" width=\"700\" height=\"700\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2022\/10\/Visual-Bot-Builder-Hero-1x-700x700.jpg 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2022\/10\/Visual-Bot-Builder-Hero-1x-300x300.jpg 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2022\/10\/Visual-Bot-Builder-Hero-1x-150x150.jpg 150w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2022\/10\/Visual-Bot-Builder-Hero-1x-768x768.jpg 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2022\/10\/Visual-Bot-Builder-Hero-1x-48x48.jpg 48w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2022\/10\/Visual-Bot-Builder-Hero-1x-96x96.jpg 96w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2022\/10\/Visual-Bot-Builder-Hero-1x-600x600.jpg 600w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2022\/10\/Visual-Bot-Builder-Hero-1x.jpg 863w\" sizes=\"auto, (max-width: 700px) 100vw, 700px\" \/><\/p>\n<p><span style=\"font-weight: 400;\">With Intercom\u2019s new visual bot builder, you can:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Create sophisticated chatbots more quickly:<\/b><span style=\"font-weight: 400;\"> Save time for your team and your customers by visually building out responsive, intuitive automation journeys.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Reduce inbound conversation volume:<\/b><span style=\"font-weight: 400;\"> Increasing the number, efficiency, and effectiveness of your bots means your customers will be more likely to self-serve, reducing the number of queries that pass through to your support team.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Spend less time troubleshooting:<\/b><span style=\"font-weight: 400;\"> The visual bot builder makes it easy to identify any part of a bot flow that needs to be repaired or replaced, reducing time spent narrowing down an issue.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Are you ready for the next generation of customer support? Learn more about <a href=\"https:\/\/www.intercom.com\/blog\/customer-support-software\">Intercom\u2019s Support solution here<\/a>.<\/span><\/p>\n\n","protected":false},"excerpt":{"rendered":"<p>Customer expectations are higher than ever, and businesses are struggling to keep up with the changing landscape of customer support. Today at New at Intercom, we unveiled a host of exciting new products and features to help you and your team to build deeper, stronger relationships with your customers.<\/p>\n","protected":false},"author":361,"featured_media":28136,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"category":[3,4],"tags":[564,142,10940,529],"coauthors":[12944],"class_list":["post-28131","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-support","category-news","tag-customer-service","tag-customer-support","tag-intercom-messenger","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>Announcing even more ways to support your customers<\/title>\n<meta name=\"description\" content=\"Customer expectations are higher than ever. 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We&#039;ve unveiled exciting features to help you build stronger relationships with your customers.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.intercom.com\/blog\/announcing-new-intercom-support-features-fall-2022\/\" \/>\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=\"2022-10-12T15:15:12+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-11-15T16:18:20+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2022\/10\/Support-solution-launch-1.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1800\" \/>\n\t<meta property=\"og:image:height\" content=\"842\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Orinna Barton\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@orinnaweaver\" \/>\n<meta name=\"twitter:site\" content=\"@intercom\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Orinna Barton\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/announcing-new-intercom-support-features-fall-2022\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/announcing-new-intercom-support-features-fall-2022\\\/\"},\"author\":{\"name\":\"Orinna Barton\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#\\\/schema\\\/person\\\/3d2a9504ecf7d55261fb77d1163595f5\"},\"headline\":\"Announcing even more ways to support your customers: Here\u2019s what\u2019s new at Intercom\",\"datePublished\":\"2022-10-12T15:15:12+00:00\",\"dateModified\":\"2024-11-15T16:18:20+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/announcing-new-intercom-support-features-fall-2022\\\/\"},\"wordCount\":904,\"publisher\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/announcing-new-intercom-support-features-fall-2022\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/wp-content\\\/uploads\\\/2022\\\/10\\\/Support-solution-launch-1.png\",\"keywords\":[\"Customer Service\",\"customer support\",\"Intercom Messenger\",\"Product Launch\"],\"articleSection\":[\"Customer Service\",\"News &amp; Updates\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/announcing-new-intercom-support-features-fall-2022\\\/\",\"url\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/announcing-new-intercom-support-features-fall-2022\\\/\",\"name\":\"Announcing even more ways to support your customers\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/announcing-new-intercom-support-features-fall-2022\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/announcing-new-intercom-support-features-fall-2022\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/wp-content\\\/uploads\\\/2022\\\/10\\\/Support-solution-launch-1.png\",\"datePublished\":\"2022-10-12T15:15:12+00:00\",\"dateModified\":\"2024-11-15T16:18:20+00:00\",\"description\":\"Customer expectations are higher than ever. 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