Hey @holger​ ! Could you please elaborate a bit more on your issue/use case?

Good Morning @aparna​ 

We are using Microsoft Dynamics CRM in our company (mostly for our sales people). Now we want also to connect our support team on the one side and on the other side we want to bring product management and UX people "closer" to the user. The latter should be solved by using the Intercom for Engagement platform. For our support team it is more likely to stick to Microsoft Dynamics 365 Customer Voice because of its possibilities for ticketing and the access to our existing customer database.

As I assume that we won't be "allowed" to use Intercom also for our support team, I am thinking of a combination of both "worlds", without having the customer data doubled. So an app integration via Zapier or Automate could be helpful as I was told by your colleagues. But perhaps there are other possibilities without the need to integrate a further service or some best practices you might know from people within the community who had a similar setting in their company.

It would be great to get your thoughts about that :-)

Hey @holger​ ! Thank you so much for the deatils. As suggested by the support team integrating using Zapier or automate would be the possible option. The higways.io have an article here on how to integrate them both. Is there any specific reason why your support team wouldn't be able to use Intercom?

Good Morning. Thank you very much. The description on highway.io looks very promising. I will check this and also I will raise the suggestion to use the Intercom support solution and not Dynamics.

@holger​ Thank you!

Exploring the synergy between Intercom and microsoft dynamics 365 services like Customer Voice or OmniChannel is an intriguing endeavor that showcases the flexibility and integration capabilities of Dynamics 365. This combination could offer a comprehensive view of customer interactions across multiple channels, enhancing customer engagement and service efficiency. Dynamics 365's robust analytics and automation tools, coupled with Intercom's conversational marketing and support platform, could empower organizations to deliver personalized customer experiences at scale. It would be fascinating to hear from anyone leveraging both platforms to understand the practical benefits and challenges encountered. Such insights could significantly contribute to optimizing customer relationship management strategies.

Yes, you can run Intercom alongside Microsoft Dynamics 365 Customer Voice or OmniChannel, and they can complement each other well depending on your business needs. Here's how:

1. Use Cases

• Intercom is great for live chat, customer onboarding, and proactive messaging on your website or app.
• Dynamics 365 Customer Voice focuses on gathering detailed customer feedback through surveys and analytics.
• OmniChannel provides a centralized platform for managing customer interactions across multiple channels like email, chat, and social media.

By running these together, you can:

• Use Intercom for real-time customer interactions and lead generation.
• Gather post-interaction feedback using Dynamics 365 Customer Voice.
• Centralize customer communications in OmniChannel for a seamless support experience.

2. Integration Options

While there’s no direct integration between Intercom and Dynamics 365, you can use third-party tools like Zapier, Power Automate, or custom APIs to connect them. For example:

• Push Intercom conversations or leads into Dynamics 365 as records.
• Sync customer feedback from Dynamics 365 Customer Voice back to Intercom to personalize interactions.

3. Benefits of Combining Tools

• Holistic Customer View: Use Dynamics 365 as the single source of truth for customer data while leveraging Intercom for real-time interactions.
• Improved Insights: Dynamics 365 Customer Voice surveys can help you understand customer sentiment after using Intercom.
• Streamlined Support: OmniChannel ensures all customer interactions, including those from Intercom, are managed efficiently in one place.

4. Recommendations

• Start with clear goals for using both tools. For example, use Intercom for pre-sales inquiries and Dynamics 365 Customer Voice for post-purchase feedback.
• Test integration workflows to ensure smooth data flow between systems.
• Train your team to use both platforms effectively to maximize their capabilities.

If you need help setting this up, explore Microsoft Power Platform for custom integrations or consult with a Dynamics 365 expert.

Hope this helps! Let us know if you have specific questions about integrations or use cases.