7 Intercom Integrations to Improve Live Customer Service Today
While customers love live chat, businesses love Intercom. This real-time messaging platform that needs no introduction assists businesses from diverse industries and sizes to connect with customers, generate more leads, and even provide better customer service.
Besides the numerous features, the platform already offers, that’s not all. You can further enhance your live chat capabilities by making good use of the third-party apps available on the Intercom App Store. By setting up links between programs and apps, it becomes easier to keep all of your tools updated without immense time and effort on your end. With this in mind, here are the 7 apps that you should add to your Intercom platform in order to improve your customer support workflow and delight your customers right now.
Some of the tools included in the list are not free and may require a subscription.
1. Aircall Now, for the times when it’s easier to speak on the phone
No matter how much customers love online communication, nothing beats the personal touch of an old-fashioned call. OK, it’s not that old-fashioned as it happens through the browser. Thanks to Aircall Now you can add phone functionality within Intercom. At any point in a chat conversation, you feel like it’s better to initiate a voice call with a customer, you can simply do that by sending an Aircall Now card. All the customer needs to do is click to start the call and you will receive a call directly in your Aircall app. The customer can speak through their computer and will not need to install any software or pay to call. And although you changed the channel of communication, your customer probably didn’t notice because you didn’t make them wait or god forbid ask them to install any software.
2. SessionStack, for the times when you need to see it for yourself
“Do you see that green button at the top right of your screen?”, would an agent ask a customer in a desperate need to help them out. And the answer to that most often is a resounding “No!”. This results in frustration in both the support agent and the customer that neither live chat nor a phone call can help. What can help is SessionStack. The app lets you get immediate access to the customer’s screen and see exactly what the problem is right from Intercom. You can view, guide or take control of your customer’s screen. And customers don’t have to do anything. They don’t have to download, install or configure any additional software. Not only that, but the support session can also be automatically recorded and shared with any team member for troubleshooting and debugging purposes. This two-way integration gives you the context you need to provide fast and personal assistance.
3. Zendesk Support, for the times when you need to create a ticket
Once you figured out what the customer problem is, maybe you solved it, maybe you didn’t, but you have to create or update an existing ticket. With Zendesk Support you can seamlessly do that from Intercom. When a customer chats in about an issue, you can instantly see existing Zendesk tickets attached to that user email, including their current status, in Intercom. This saves you time having to search for the customer in Zendesk or re-ask them about the information they’ve already shared. Customer context is all right at your fingertips.
4. Chargebee for Inbox, for the times when you need to view subscription details
Oftentimes, the questions customers have are related to their subscription plans, billing details or invoices. In those cases, you can use Chargebee for Inbox. The app not only allows you to view the subscription and invoice details of your customers from within Intercom Inbox but also create a new subscription, request payment method, and even collect payments.
By managing subscriptions from within Intercom with Chargebee for Inbox you can reduce your response time, increase agent productivity, and improve overall customer experience.
5. Calendly, for the times when you need to schedule a meeting
Not all customer support requests can be solved in one session and without your customer’s help. Sometimes you need to follow up with them at a later stage. Calendly lets support agents easily schedule meetings and demos directly from the Intercom chat. This smart scheduling system helps to reduce email back-and-forth and increase your support team’s productivity. It’s also a good solution for distributing the workload among your staff.
6. Nicereply, for the times when you want to measure customer satisfaction
You closed a conversation with a customer. Now what? The best-case scenario would be to track the quality of your customer service. Nicereply with Intercom allows you to follow up with customers via CSAT/CES/NPS feedback survey. You can measure Customer Satisfaction (CSAT), Net Promoter Score (NPS) and Customer Effort Score (CES) per agent, team or company-wide. This two-way integration will give you insights into whether your live support efforts bring value to your customers.
7. Klaus, for the times when you want to improve your support agents’ performance
Klaus is a conversation review tool that pulls all your customer interactions from Intercom in for internal evaluations. You can create a custom scorecard based on your company’s quality standards and start assessing how well your support agents are meeting your criteria. Conversation reviews help to find your customer service team’s areas of improvement and improve agents’ performance with consistent feedback. You can also raise the quality of your support, bring consistency to your support agents’ replies, and watch your CSAT skyrocket.
That’s it. You just built a seamless live customer service experience.
The list is far from exhaustive and there are hundreds of great tools in Intercom’s Apps Store. The above happens to be a few of our favorite ones.
Which are your favorite Intercom integrations? Share them in the comments section below.
Happy integrating! :)
