Lacking features for Support teams


#1

I’m a huge fan of Intercom since my days running the Support team at Docker. So when I joined a new startup and they told me they used Intercom, I was excited. But the more and more I use it, the more I realize the lack of focus on basic features that every Support teams need. For example:

  • Ability for users to specify their question type at the outset. For example, prompting the user to specify if their question is billing-related, technical, or general and then tagging that conversation accordingly. The Answer Bot is helpful only when there is an answer, not for this use case.
  • Ability to create a trigger based on certain conditions. For example, if the user has a question about billing, route the conversation to the “Billing” queue. Conversely, if they have a technical question, route it to the “Technical” queue. Inboxes aren’t really queues and there’s limitations on how you define those inboxes.
  • Ability to create automation. For example, if the conversation is created for a VIP user (based on a tag) and is unassigned for 2 hours, automatically increase the priority from “Normal” to “High” and trigger a webhook (e.g. to Slack). Another example, if a conversation from a user we’ve identified as “at-risk” is initiated, we want the priority to increase from “Normal” to “High”.

These are just a few examples of features that are basic to any Support organization.


#2

Hey Allen! Thanks so much for the thoughtful post. These ideas are really compelling! Having more automation around conversation routing (like routing by a specific set of topics) would be a game changer. I’ll surface all of this with our team!