Getting started with Intercom

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3 Topics

Brian Branca
Brian BrancaEmployee
posted in Getting started with Intercom

Trigger One Product Tour After Another

Hi, I’m Brian, a Customer Support Engineer in Chicago 👋A common question: “Is it possible to create two Product tours where the second tour shows immediately after the first one finishes?” The answer is yes! There are a few ways to achieve this.   Note: #2 and #3 will require the help of your dev team 1) Using SeriesPerhaps the simplest way to do this would be to create a Series which sends out the Tours. Then, you can configure it so when the User has completed the first Tour, the second one will be sent automatically.2) Utilize the Intercom(‘update’) methodAn alternative to using a Series would be to refresh the Intercom page after the first Tour is displayed. When you call the Intercom('update') method using some new user data, Intercom will look for new messages that should be shown to the user and will display the second Product Tour. 3) Use the Intercom(‘startTour’) methodAn alternative method would be to display the second tour when a button or a link is clicked on your s

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Brian Branca
3 months ago
Brian Branca
Brian BrancaEmployee
posted in Getting started with Intercom

Add Product Tours to your Messenger Home

 Hi, I’m Brian, a Customer Support Engineer in Chicago 👋 Product tours are a great, interactive way to drive adoption of your product. Product Tours can be shown automatically, shared via a link, or triggered with an Intercom JavaScript method. But did you know it’s possible to add Product Tours to your Messenger Homepage using our Content Showcase app? It’s a great way to make sure that interactive and engaging information about your product is front and center and always a click away.The Content Showcase App allows you to drive engagement by featuring announcements, articles, and Product Tours on your Messenger home screen or in your conversations. Let’s walk through how to add Product Tours to your Messenger Homepage.First, copy the link to your Product Tour from the Show tour everywhere section of your Tour builder  Note: Adding a tour to Content Showcase doesn’t support dynamic URLs (add attributes to the URL). See below for a workaround!  Next, navigate to your messenger s

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Brian Branca
3 months ago
Andrew R12
Andrew R12Employee
posted in Getting started with Intercom

Fine Tuning The Customer Follow-up

Hi Support Leaders!I’m Andrew, a Customer Support Manager here at Intercom 👋When was the last time you or your team revisited how you follow-up with customers reaching out to your team? Following up on support requests can take up a lot of time and bandwidth for you and your team - however Intercom has a number of features you can leverage to automate this process & streamline it when a human touch is needed. This not only opens up your team’s bandwidth to focus on customers waiting to hear from you, but can also help reduce your team’s time to close metric for customer interactions. One of the first things I recommend to teams looking to streamline their follow-up workflows is to use Intercom’s Snooze feature. This is great because when your team sends a reply to a customer, they can ‘snooze’ the conversation for a set amount of time which doesn’t necessarily close the conversation but rather keeps it in an ‘open but not visible’ state in your team's inbox. This means that only t

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Andrew R12
8 months ago
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