Skip to main content
Answered

Anyone NOT using Messenger?


I’m setting up my clinical team on Intercom, but wondering if there are any other users with a similar use-case. 

 

We are a small clinical/admin team who are only using Intercom to communicate with our existing customers (who are patients of ours). We will need to communicate with them frequently (daily) over SMS and phone. 

 

I’m wondering if there are any others in a similar space who have used Intercom in this way? Would love to connect to understand your set up process. For example, I’m not needing any of the Messenger capabilities at this time, so much of the set up process I’m seeing so far is irrelevant. 

 

Any feedback would be greatly appreciated! 

Best answer by Nathan Sudds

@mary elizabeth Will you be onboarding any new customers?  I’d still recommend using the Messenger in most cases it gives you the best variety of options and you can integrate the other channels in as well if possible so it all comes to the same place for customers unless you are thinking SMS and Phone communication would be outside the system mostly?  Otherwise it would just give you another channel to support your customers and clients.  Are you also going to be using email?

One huge benefit of the Messenger is the selfservice support that customers can get from Fin (AI) and the help center content before contacting your team, they can start the conversation but may end up with answers without needing to send a message and that’s a cost and time savings worth having. 

What’s the main benefit that brought you to the idea of using Intercom if you are feeling like it wasn’t for the messenger, I’m very curious?  That would also help us give you good advice to get the most out of Intercom. 

View original
Did this topic help you find an answer to your question?

2 replies

Nathan Sudds
Expert User ✨
Forum|alt.badge.img+5
  • Top Expert
  • 288 replies
  • Answer
  • December 5, 2023

@mary elizabeth Will you be onboarding any new customers?  I’d still recommend using the Messenger in most cases it gives you the best variety of options and you can integrate the other channels in as well if possible so it all comes to the same place for customers unless you are thinking SMS and Phone communication would be outside the system mostly?  Otherwise it would just give you another channel to support your customers and clients.  Are you also going to be using email?

One huge benefit of the Messenger is the selfservice support that customers can get from Fin (AI) and the help center content before contacting your team, they can start the conversation but may end up with answers without needing to send a message and that’s a cost and time savings worth having. 

What’s the main benefit that brought you to the idea of using Intercom if you are feeling like it wasn’t for the messenger, I’m very curious?  That would also help us give you good advice to get the most out of Intercom. 


  • Author
  • New Participant
  • 2 replies
  • December 6, 2023

Nathan, thanks for the reply! 

 

We will be onboarding new customers. The Messenger feature will eventually be fantastic for us — I see us using it for those coming to our site and looking for more general FAQ answers. 

 

But for now, I want to set up Intercom for our patients only. Those people will need to be funneled directly into our inboxes. Right now we’re communicating with them primarily over email and Google Voice. I’m wanting to phase those both out and have all our comms sit within Intercom. I think that answers your question, but if not — yes, I plan to use all SMS and Phone communication entirely inside Intercom. 

 

Since these people will have time-sensitive questions that we need to be answering ASAP, I want them to immediately flow into our Intercom SMS, phone, and/or email channels. I wound up on Intercom because our current system (using Google Voice for SMS and phone comms) and Gmail (for email comms) doesn’t give me or the rest of my team a big-picture, umbrella look into system-wide comms. We are needing an easier way to transfer one method of communication with the patient (ie, the admin side of things) to another (ie, the clinical side of things), and vice-versa. 


Cookie policy

We use cookies to enhance and personalize your experience. If you accept you agree to our full cookie policy. Learn more about our cookies.

 
Cookie settings