{"id":29474,"date":"2023-11-28T17:42:46","date_gmt":"2023-11-28T17:42:46","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=29474"},"modified":"2023-11-29T14:18:46","modified_gmt":"2023-11-29T14:18:46","slug":"introducing-intercom-phone-support","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/introducing-intercom-phone-support\/","title":{"rendered":"Introducing Intercom Phone: Calls and conversations all in one place"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Phone support isn\u2019t going anywhere. Even with the move towards messenger-based and self-serve support, <a href=\"https:\/\/www.statista.com\/statistics\/818566\/preferred-channels-customer-service-issues-united-states\/\">a lot of customers<\/a> still like to have the option of phoning a business<\/span><span style=\"font-weight: 400;\">.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">That&#8217;s why we\u2019ve released <a href=\"https:\/\/www.intercom.com\/blog\/phone?utm_source=blog&amp;utm_medium=launch-post&amp;utm_campaign=phone-launch\">Intercom Phone<\/a>: a phone support solution that ensures a seamless customer and team experience, with calls and conversations all in one place.<\/span><\/p>\n<div class=\"oembed-wrapper oembed--wistiainc\"><iframe loading=\"lazy\" title=\"Phone Video\" src=\"https:\/\/fast.wistia.net\/embed\/iframe\/th5m7d0ing?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<h2 id=\"how-does-intercom-phone-work\"><span style=\"font-weight: 400;\">How does Intercom Phone work?<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Busy support teams need tools they can rely on to get up and running straight away. That\u2019s why we\u2019ve made sure Intercom Phone is easy to set up and even easier to use. <\/span><span style=\"font-weight: 400;\">Teams can use phone calls, video calls, and screen sharing to troubleshoot\u2028customer issues faster, all natively from the Intercom Inbox just like any other conversation.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-29475\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/11\/LinkedIn-post-Deliverect-1200-x-627.jpg\" alt=\"\" width=\"1200\" height=\"627\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/11\/LinkedIn-post-Deliverect-1200-x-627.jpg 1200w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/11\/LinkedIn-post-Deliverect-1200-x-627-300x157.jpg 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/11\/LinkedIn-post-Deliverect-1200-x-627-700x366.jpg 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/11\/LinkedIn-post-Deliverect-1200-x-627-768x401.jpg 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/11\/LinkedIn-post-Deliverect-1200-x-627-600x314.jpg 600w\" sizes=\"auto, (max-width: 1200px) 100vw, 1200px\" \/><\/p>\n<h3>Phone calls<\/h3>\n<p><span style=\"font-weight: 400;\">Intercom can provide a phone support number, or help port over an existing number so your team can receive inbound calls directly in the inbox. Teammates can also make outbound calls from the inbox to follow up with customers faster.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-29489 aligncenter\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/11\/Inbound-calls-inbox-1.png\" alt=\"Inbound calls inbox\" width=\"500\" height=\"500\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/11\/Inbound-calls-inbox-1.png 500w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/11\/Inbound-calls-inbox-1-300x300.png 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/11\/Inbound-calls-inbox-1-150x150.png 150w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/11\/Inbound-calls-inbox-1-48x48.png 48w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/11\/Inbound-calls-inbox-1-96x96.png 96w\" sizes=\"auto, (max-width: 500px) 100vw, 500px\" \/><\/p>\n<h3>Messenger calls<span style=\"font-weight: 400;\">\u00a0<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Teammates can seamlessly transition a messenger conversation into a voice or video call \u2013 and even use screen-sharing \u2013 without exiting the conversation.\u00a0<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-29490 aligncenter\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/11\/Messenger-calls-3x-1.png\" alt=\"Messenger calls 3x\" width=\"500\" height=\"500\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/11\/Messenger-calls-3x-1.png 500w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/11\/Messenger-calls-3x-1-300x300.png 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/11\/Messenger-calls-3x-1-150x150.png 150w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/11\/Messenger-calls-3x-1-48x48.png 48w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/11\/Messenger-calls-3x-1-96x96.png 96w\" sizes=\"auto, (max-width: 500px) 100vw, 500px\" \/><\/p>\n<h3>Interactive voice response (IVR) Workflows<span style=\"font-weight: 400;\">\u00a0<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Intercom Phone can take advantage of all of the benefits of our Workflows tool.<\/span> <span style=\"font-weight: 400;\">Route, assign, or automate calls with fully customizable, no-code IVR trees that shorten wait times and increase team productivity.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-29487 aligncenter\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/11\/IVR-Workflows-3x.png\" alt=\"IVR Workflows\" width=\"500\" height=\"500\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/11\/IVR-Workflows-3x.png 500w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/11\/IVR-Workflows-3x-300x300.png 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/11\/IVR-Workflows-3x-150x150.png 150w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/11\/IVR-Workflows-3x-48x48.png 48w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/11\/IVR-Workflows-3x-96x96.png 96w\" sizes=\"auto, (max-width: 500px) 100vw, 500px\" \/><\/p>\n<h2 id=\"traditional-phone-support-just-isnt-working\"><span style=\"font-weight: 400;\">Traditional phone support just isn&#8217;t working<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">From spending hours on hold to losing your cool over unintuitive IVRs \u2013 customers are all too familiar with the perils of phone support. And the experience isn\u2019t much better for support teams. Here are some of the reasons why:\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Tool-switching:<\/b><span style=\"font-weight: 400;\"> Phone is just one of many channels where modern support teams are supporting their customers. Switching between channels and tools can be exhausting, demanding, and inefficient.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Long call queues:<\/b><span style=\"font-weight: 400;\"> If there\u2019s someone out there who enjoys being on hold, we haven\u2019t met them yet. Customer service agents are the ones who experience the brunt of that frustration when they do pick up, which can seriously impact morale.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Unclear team availability:<\/b><span style=\"font-weight: 400;\"> Using a bunch of different tools for support makes it almost impossible to understand the team\u2019s availability at any given time.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Missing customer data:<\/b><span style=\"font-weight: 400;\"> Picture yourself on a customer call. They\u2019ve called before, but you\u2019re missing key context and notes from other tools, meaning you have to put the customer back on hold while you collate the details \u2013 reducing efficiency and increasing frustration.\u00a0<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Despite phone support\u2019s flaws, it looks like it\u2019s <a href=\"https:\/\/aircall.io\/blog\/research\/customer-service-channel-preferences-infographic\/\">around for the long haul<\/a>. It can be inconvenient and messy, but it also facilitates the most important element of support \u2013 human empathy and problem-solving.\u00a0<\/span><span style=\"font-weight: 400;\">So we took phone support, kept the good parts, and reimagined the terrible parts.\u00a0<\/span><\/p>\n<h2 id=\"how-does-intercom-phone-make-life-easier-for-your-support-team\"><span style=\"font-weight: 400;\">How does Intercom Phone make life easier for your support team?<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Intercom is a complete customer service platform, allowing you to provide world-class support to your customers across their preferred channels \u2013 all within one tool. Adding phone support to that mix offers support teams an even more efficient, delightful way of working.\u00a0<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Fully integrated phone support\u00a0<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Take calls, make calls, troubleshoot, and view your customer\u2019s history and account details \u2013 right there in the inbox. Having all the details you need right at your fingertips means less context-switching for you and a seamless experience for your customers.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Share your availability\u00a0<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Easily change your status to reflect your availability so you never have to miss a call, or rapidly switch tools and context to answer a customer.\u00a0<\/span><\/p>\n<blockquote class=\"pullquote-style-one\"><p>\u201cWith Intercom Phone, you can quickly transition from a chat to a voice or video call directly on the messenger without breaking the flow of the existing conversation\u201d<\/p><\/blockquote>\n<h3><span style=\"font-weight: 400;\">Use the channel that makes sense\u00a0<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">How many times have you laboriously explained a complex process to a customer over chat or email, just because that\u2019s how they reached out. With Intercom Phone, you can quickly transition from a chat to a voice or video call directly on the messenger without breaking the flow of the existing conversation. So whether you\u2019re explaining a difficult concept, demonstrating a process to your customer by sharing your screen, or getting a first-hand look at the problem they\u2019re experiencing on their end \u2013 you can ensure a personalized experience, every time. <\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Seamlessly route phone calls to the right team\u00a0<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">We\u2019ve all experienced the frustration of being passed between three or four people before finally reaching the team that can help us. This is often down to bad tools rather than inefficient support teams. With Intercom Phone, you can route calls to the correct team based on customer data, with the help of easy-to-customize IVR workflows.\u00a0<\/span><\/p>\n<blockquote class=\"pullquote-style-two\"><p>\u201cIt\u2019s not the teams that are to blame, it\u2019s the tools\u201d<\/p><\/blockquote>\n<h3><span style=\"font-weight: 400;\">Monitor your customers\u2019 experiences \u2013 and your team\u2019s performance\u00a0<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Measure call volume, performance trends, agent productivity, and more, on real-time dashboards and trend reports. And, because all of your support channels are operated within one complete platform, you can measure performance across every channel your customers use.\u00a0<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Quality assurance\u00a0<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Access call recordings and transcripts seamlessly for reference, or to monitor your team\u2019s support quality and performance.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">At Intercom, we believe that customer service is in need of radical change \u2013 and it\u2019s not the teams that are to blame, it\u2019s the tools. Intercom Phone represents an entirely new approach to the way teams do phone support, integrating this essential channel into our complete, AI-powered customer service platform.\u00a0<\/span><\/p>\n<p><strong><em><a href=\"https:\/\/www.intercom.com\/blog\/phone?utm_source=blog&amp;utm_medium=launch-post&amp;utm_campaign=phone-launch\">Click here to learn more about how Intercom Phone will transform your support experience.<\/a><\/em><\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Even with the move towards messenger-based and self-serve support, a lot of customers still want the option of phoning a business.\u00a0That&#8217;s why we\u2019ve released Intercom Phone: a phone support solution that ensures a seamless customer and team experience, with calls and conversations all in one place.<\/p>\n","protected":false},"author":562,"featured_media":29477,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"category":[3],"tags":[25231,25234,529],"coauthors":[25233],"class_list":["post-29474","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-support","tag-intercom-phone","tag-phone-support","tag-product-launch"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.5 (Yoast SEO v27.5) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Introducing Intercom Phone: The future of phone support is calling<\/title>\n<meta name=\"description\" content=\"Introducing a phone support solution that offers seamless customer \u2013 and team \u2013experiences, with calls and conversations all in one place.\" \/>\n<meta name=\"robots\" content=\"index, follow, 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