{"id":28243,"date":"2022-11-02T15:58:19","date_gmt":"2022-11-02T15:58:19","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=28243"},"modified":"2024-10-22T17:56:09","modified_gmt":"2024-10-22T16:56:09","slug":"email-customer-support-strategy","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/email-customer-support-strategy\/","title":{"rendered":"We’ve got mail: Introducing Intercom email features to complement your customer support strategy"},"content":{"rendered":"

In 2022, there are countless ways to reach your customers.\u00a0<\/span><\/p>\n

Despite all of these leaps forward, email remains a constant in customer communications. Almost all businesses still use email to acquire, engage, and support their customers \u2013 but a simple email is no longer enough. As the number of emails landing in customer inboxes grows, so do customer expectations.\u00a0<\/span><\/p>\n

To truly stand out in your customers\u2019 crowded inboxes, you need personalized, targeted, dynamic emails that grab attention and prompt action. We\u2019re investing in email and we\u2019ve added a range of new powerful features to help you build an unbeatable email strategy and uplevel your customer communications.<\/span><\/p>\n

Using email as part of a larger customer communications platform<\/span><\/h2>\n

Used alongside tools like a next-generation business messenger and a powerful inbox, email can support, engage, and delight your customers \u2013 and maximize the value they get from your product.<\/span><\/p>\n

In-app, contextual communications are essential for keeping your customers engaged within your product. But what about when they\u2019re not in your product? What if you need to re-engage inactive customers or ease new users into your product? The best place to do it is their email inbox.<\/span><\/p>\n

\u201cEmail has always been, and will continue to be, an indispensable part of any customer communication strategy\u201d<\/span><\/p><\/blockquote>\n

Supporting your customers with the right message, in the right place, at the right time, means taking advantage of omnichannel communication. Email has always been, and will continue to be, an indispensable part of any customer communication strategy. <\/span><\/p>\n

Contextual communications allow you to optimize your customers’ experience<\/span><\/h3>\n

Speak to your customers where they are. Here are just some of the ways Intercom email can help you support your customers in the right place, at the right time.<\/p>\n

Series<\/strong><\/h4>\n

Our Series tool allows you to orchestrate seamless campaigns across all channels, including Intercom email. Trigger emails to send when your customer takes a certain action in your product \u2013 or follow up if they don\u2019t.<\/span><\/p>\n

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Granular subscription<\/strong><\/h4>\n

Part of offering a personal service means allowing your customers to choose what they want to see in their inboxes. Granular subscription<\/a> management allows customers to easily opt out of non-essential communications without missing what\u2019s important to them.<\/span><\/p>\n

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Ensure a truly personal customer experience with rich first-party data<\/span><\/h3>\n

40% of people<\/span><\/a> say they have at least 50 unread emails in their inbox. To stand out, you need to consistently offer personal, targeted, engaging content \u2013 become the email customers look forward to receiving. If you\u2019re using multiple communication tools, it can be difficult or even impossible to share collected data across all teams and tools. This can be a major blocker to personal, consistent support, or effective omnichannel campaigns.\u00a0<\/span><\/p>\n

\u201cLeveraging the customer, event, and message data you already store in Intercom allows you to personalize customer emails and define highly targeted send lists\u201d<\/p><\/blockquote>\n

Leveraging the customer, event, and message data you already store in Intercom by using Dynamic Content allows you to define highly targeted send lists, and send a single email that dynamically changes<\/span> to show the right message to the right person. With Dynamic Content, your emails stay personal and specific to each individual customer, no matter how your business scales.<\/span>
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