Outside of its own admin tool, Outschool uses Intercom as its primary platform for customer engagement. The team also uses the platform to power customer support and create stellar experiences for its customers. For Outschool, some big benefits of Intercom are that it’s flexible, has a good UI, enables low-code customer engagement, and has a lot of features that meet the team’s needs, meaning they don’t have to use a ton of different tools. Any additional tools they do need are well integrated with Intercom, including Slack, Google Forms, Automate.io, Airtable, Lokalise, Jira, and Klaus, to ensure their systems are in sync and they can get a single view of customer accounts and conversation history.
The team likes that Intercom unifies their customer communications to give them a more holistic view of the customer experience. They use Outbound Messages, Product Tours, and Banners to engage customers and set them up for success using Outschool. They’ve created sophisticated ticket assignment and routing rules to ensure they can manage surges in inbound conversation volume efficiently and provide engaging, consistent customer experiences as their business continues to grow.
