Hi all,

Wanted to share some news about Isara (https://www.intercom.com/app-store/?app_package_code=tappa-insights)

Isara is a plugin for Intercom that surfaces insights in real time that you can use to to prevent issues, improve satisfaction, and boost performance, such as:

• Spotting frustrated customers early—before they escalate
• Identify recurring issues and reduce tickets by improving your help center
• Understand customer sentiment without surveys
• Find proactive support and upsell opportunities in live conversations
• Track team performance and customer trends in simple, visual dashboards

We have recently released a set of new features which might be of interest:

• Geckoboard integration (see your stats in Geckoboard)
• Agent training recommendations
• Document update and knowledge gap recommendations (eg. spot where your documentation differs from how the team is solving problems, and find gaps)
• Product improvement reports (auto summarise common issues with quantifiable information about how much impact they have, with recommended fixes
• An even faster real-time update
• More detail on conversation severity and temperature, so you can see how they progress through the lifetime of the conversation 

Hope this all looks good.  If you are a new user, as always we have a 30d free trial, and you can install Isara from the Intercom App Store here: https://www.intercom.com/app-store/?app_package_code=tappa-insights

All the best

Jon