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Intercom Newbie...HELP!

  • September 1, 2023
  • 4 replies
  • 207 views

Hey everyone! 

 

I am Head of Customer Success at Somaa Learning, and I am starting to implement Intercom in my company.
I have experience with Intercom, but only as a user. I have never set up Intercom myself. Also, last time I used Intercom was two years ago, and I feel so much changed in the meantime, that it’s almost like a new tool. 

How did you tackle these first steps? Does anyone has a project plan of Intercom implementation to share? I feel very lost and kinda don’t know where to start. I feel like a small fish facing a huge ocean...

Any help or encouragement is appreciated! 

Thank you! 

Pinned reply

September 7, 2023

@Somaalearning  Welcome to the community and the other side of the Intercom experience!  😁

It can definitely feel like a lot getting Intercom setup for the first time, I do think the onboarding helps a lot but it doesn’t help with the feeling of overwhelm -- especially if you need to switch over operations for a busy community and team vs starting from scratch without too many current responsibilities or emails coming in. 

As @Ruth O Ruth shared the Intercom Academy and Setup Intercom for your Business are a good place to start but I’d also focus on taking things step by step -- what’s the minimum viable version of Intercom setup for your needs to hit the ground running, you can always improve on your setup as you go in most cases after you get things started. 

Also think about if you need to in any way show the success of the project to other team mates etc -- if so, it may be good to think about what reports will be important so you can be sure your minimal setup addresses any of those needs then the best way to get things started in my opinion is to start having some messages come through the new system. 

If you are switching over from another system, you may need to run a migration first to bring over any historical data if possible so your support agents have context for any new messages coming through Intercom. 

I’d also recommend checking out the Quick Links app in the App Store to add links to all your relevant tools within the business so you can quickly get to anything helpful at a click away to support the user i.e. payment tools like Stripe, Email marketing tools, Databases, Product Analytics etc.  Here’s a short article sharing some of the benefits of creating dynamic links for your common tools and queries

Hope you. have been getting a good start already and if it would be helpful to connect for a call to just vent about the overwhelm and maybe talk about anything you are stuck on, feel free to reach out via DM. 
 

4 replies

  • Author
  • New Participant
  • 1 reply
  • September 1, 2023

@Bar , maybe ? 😩💚


Ruth O
Intercom Team
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  • Senior Director, Automated and Proactive Support
  • 14 replies
  • September 1, 2023

Hi 👋
 

Ruth from Intercom here, nice to meet you 😀 I lead our EMEA Support team and I oversee our self-serve and automation motion. 
 

I’d love to hear from other members on this topic too, but I’m hopping in to recommend you check out the Intercom Academy for help getting started. 
 

Specifically, “Set up Intercom for your Business” would be good as the first place to start as it walks you through installing it, workspace settings and organising your Inbox and Outbound. When you have your basics set up, I’d recommend taking the automation course to set up workflows and Fin to kick your automation into gear. Next up would be the managerial course for reporting so you can understand how your team and your automation are performing.

You can also check out our Help Center collections as you dive in further and our Support team is available through our Messenger if you still need help 😊

I hope that helps! I’d love to hear how you find these courses and if anyone else has tips on how they got started, let’s hear them 😎


Nathan Sudds
Expert User ✨
Forum|alt.badge.img+5
  • Top Expert
  • 288 replies
  • September 7, 2023
Pinned reply

@Somaalearning  Welcome to the community and the other side of the Intercom experience!  😁

It can definitely feel like a lot getting Intercom setup for the first time, I do think the onboarding helps a lot but it doesn’t help with the feeling of overwhelm -- especially if you need to switch over operations for a busy community and team vs starting from scratch without too many current responsibilities or emails coming in. 

As @Ruth O Ruth shared the Intercom Academy and Setup Intercom for your Business are a good place to start but I’d also focus on taking things step by step -- what’s the minimum viable version of Intercom setup for your needs to hit the ground running, you can always improve on your setup as you go in most cases after you get things started. 

Also think about if you need to in any way show the success of the project to other team mates etc -- if so, it may be good to think about what reports will be important so you can be sure your minimal setup addresses any of those needs then the best way to get things started in my opinion is to start having some messages come through the new system. 

If you are switching over from another system, you may need to run a migration first to bring over any historical data if possible so your support agents have context for any new messages coming through Intercom. 

I’d also recommend checking out the Quick Links app in the App Store to add links to all your relevant tools within the business so you can quickly get to anything helpful at a click away to support the user i.e. payment tools like Stripe, Email marketing tools, Databases, Product Analytics etc.  Here’s a short article sharing some of the benefits of creating dynamic links for your common tools and queries

Hope you. have been getting a good start already and if it would be helpful to connect for a call to just vent about the overwhelm and maybe talk about anything you are stuck on, feel free to reach out via DM. 
 


@Somaalearning  would love to hear how this went for you! Currently experiencing the same with my team :) 


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