Intercom for Automated Support

  • 5 Topics
  • 3 Replies

5 Topics

Pavel Kozlov
Pavel KozlovEmployee
posted in Intercom for Automated Support

Using Apply rules step in custom bots to tag conversations based on specific keywords

Hello Intercom community, Pavel here, Engineering manager from Automation group here at Intercom.  We recently shipped the “Apply rules” step to our Custom bots. This step is essentially a “case” statement that allows to apply multiple sets of actions based on specific conditions for each set.What I wanted to share in this post is how well this step handles a very popular use case of tagging conversations based on keywords.Before this release you could do it only in Inbox Rules, and you had to create a rule per each keyword. Now you can do the same work in custom bots using just one bot.Here’s how it works:  Go to custom bots and find “After a customer sends any message trigger”   Add the “Apply rules” step​ ​​​​​​  Set up keywords/tags pairs   Set your bot live!  Hope it helps! Cheers,Pavel 

3
Pavel Kozlov
1 month ago
Jordan S11
Jordan S11Employee
posted in Intercom for Automated Support

Supporting Customers When Releasing New Products

Hello Intercom Community! Jordan here - first time poster, long term Community fan. I am a program manager on our Support Operations team. I am currently heading up our new product introduction (NPI) program, specifically helping our Customer Support team plan for inbound volume and supporting Customers with their adoption of Intercom’s new products. When preparing for new releases, one of the most important things we prioritize are self-serve resources. These resources allow Customers to find the answers they are looking for without being required to talk to a human. Intercom allows us to create a cohesive suite of self-serve resources using the Help Center, Resolution Bots, and Custom Bots. How this might look: Your Customer writes in via your messenger wanting to learn more about how to set up X new feature using recommended best practices. A Resolution Bot answer immediately jumps in to help, offering a brief overview of best practices for implementing X product as well as a link t

0
Jordan S11
2 months ago
Franka
FrankaEmployee
posted in Intercom for Automated Support

The importance of a long-term bot strategy

Hey there Support aficionados across the globe! I’m Franka, one of the Support Managers here at Intercom. Apart from managing people who are my first responsibility and passion, I also act as an interim Conversation Designer and manage support bots, bot flows and bot performance day to day. Anyone following the world of chat and automation has surely heard of ChatGpt shaking up the slightly sleepy world of support in the past couple of months. This event served as a trigger for us at Intercom Support to start thinking deeper about our bot strategy. First question we asked ourselves was “How do we currently present ourselves to our customers and how would we like to improve this in the future?” While we were not surprised with our state of automation, our main learning was that the past few years of ad-hoc strategising has brought us to quite a complex overall state. We noticed we ask a lot of questions right off the bat, but don’t necessarily always help customers self-serve at the beg

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Franka
2 months ago
Leanne H
Leanne HEmployee
posted in Intercom for Automated Support

Setting expectations and answering frequently asked questions during your team’s down time 🏝️

Hey everyone 👋 I’m Leanne and I’m one of the Senior Managers on the Customer Support team here at Intercom.  For the past few years, I’ve been the driver of our End of Year Break coverage and workflow planning. During the holiday season, we want to ensure our Customer Support team get a well earned break to spend time with their family and friends, but we also have to ensure we’re still on hand to help our customers - some of whom will find that the end of the year is their busiest period of the year.  We have a few strategies that we use to organise the right coverage for each day of the End of Year break, but we also use some of Intercom’s handy features to pre-empt some of the frequently asked questions we receive during this time of the year, and to set expectations with customers that we have a smaller team online so it might take a little longer for replies.  When we get close to the December holiday season, we get a lot of questions from customers asking about how they can set

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Leanne H
2 months ago
Beth-Ann
Beth-AnnEmployee
posted in Intercom for Automated Support

Enabling a culture of knowledge management in your team

Hey everyone, I’m Beth, Help Center Manager here at Intercom. Besides creating articles, one of the most important duties of managing a Help Center is making sure those articles are kept up-to-date and helpful. Our articles are not only used by our customers, but are also seen and shared by our support reps. Equipped with their deep knowledge of Intercom’s products and features, they’re often the first ones to spot content that looks stale or inaccurate, so who better to flag it than our own Support team, and what better place than from the article itself? By setting up an inbound Custom Bot from our Help Center, support reps can make article update requests or submit new article ideas, straight from the Messenger. Their request details can either be captured in the conversation thread, or by sending a ticket. These requests are automatically triaged into a specific inbox using rules, where I can easily pick them up. Tickets are great for capturing all the details needed to action the

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Beth-Ann
2 months ago
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