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Hey all, post a much-needed break thought it would be interesting to see what everyone is planning to do with Intercom this year?

 

For us we are thinking on;

  • More automated engagement during customer activation through messenger/tours/series
  • Event-based engagement through Messenger
  • Growing Resobot coverage <30% (ideally 50%)
  • Using Resobot in more languages
  • Chatting with customers in more languages

Additionally and to be a bit cheeky, what are you hoping is delivered by Intercom's product team?

  • Live Dashboards and Reporting
  • A better Salesforce / Service Cloud -> Intercom app/integration
  • Better admin capabilities for managing customer engagement (managing outbound, bulk controls, any time-saving features)
  • Improvements to the resolution bot ai/ml algorithms
  • Better multi-brand support across all products
  • Ability to customise the native Intercom survey features/questions

 

 

Looking forward to hearing some thoughts from other people.

Our main focus will probably be the switch from campaigns to Series and doing an overhaul (taking advantage of all the options) of our outbound messages. Also increase the number of chats handled by the resolution bot.

Fingers crossed for:

  • Improvements to the resolution bot ai/ml algorithms

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