Zendesk

JUNE 7, 2021

Since last year, the percentage of customers who cite social messaging apps like Facebook Messenger as their favorite channel has grown 110 percent. Why you should use Facebook Messenger for customer service. Social messaging apps like Facebook Messenger have so much reach. Messenger is Facebook’s own flagship messaging feature.

Customer Service 98

Customer Service Social Media Start-ups CRM 98

Intercom, Inc.

DECEMBER 14, 2022

Introducing our most customizable Messenger yet. This October, we were delighted to present our sleekest, most powerful Messenger yet – the only fully customizable messenger that you can truly make your own, optimizing the experience of both your team and your customers throughout their journey. Improves customer satisfaction.

Customer Satisfaction 104

Customer Satisfaction Customer Feedback Gaming Customer Service 104

Intercom, Inc.

JUNE 12, 2018

In the past month, we’ve shipped 7 new features to help you further automate your funnel, streamline your handoffs and customize your Messenger: Get leads to the right reps faster by auto-assigning them to their account owners in Salesforce. Make it easier to navigate your website or app by adjusting where your Messenger is located.

B2C 174

B2C Start-ups B2B 174

Conversocial

MARCH 26, 2021

What many may not realize is the power that combining Facebook’s adverts with Messenger provides when it comes to customer acquisition and retention. Facebook Messenger offers the perfect channel that ensures the first instance of engagement gives brands direct access to a lead or existing customer across the entire lifecycle.

Customer Acquisition 110

Customer Acquisition 110

Help Scout

AUGUST 22, 2023

Thinking about using Facebook Messenger for customer service? Learn the basics and check out 10 tools to help you get the most out of the channel. Read the full article

Customer Service 40

Customer Service 40

Intercom, Inc.

NOVEMBER 16, 2018

Back in April, we released our biggest ever update to our Messenger – we completely rethought how a messenger designed for business should work. One of the key developments was Messenger Apps, integrations with third-party apps and tools you use everyday. Simplify your app development process. Get started with ngrok.

Start-ups 99

Start-ups Engineering 99

Help Scout

AUGUST 22, 2023

Facebook Messenger channel app, restricted Docs, a brand new Docs editing experience, importing capabilities, and more. Introducing the newest updates to the Help Scout platform! Read the full article

40

40

Intercom, Inc.

JUNE 23, 2020

Delivering those better experiences requires a fundamentally new way to do customer support, a messenger-based approach that works at internet scale. The two key changes are a shift to messenger-based support, and an investment in Bots and Messaging. A messenger is both more personal and more powerful than email.

Start-ups 245

Start-ups Customer Expectations Machine Learning Technology 245

Intercom, Inc.

NOVEMBER 17, 2021

Make it easier to self-serve with Articles in the Messenger. Can we set up our Messenger so that when people have a question and they click on the search bar, they can see our different collection of Articles? With an expanded window, it’s easier than ever to read articles in the Messenger. Customer feedback: Hello! Best of all?

Customer Feedback 222

Customer Feedback Start-ups Omnichannel Customer Satisfaction 222

Conversocial

APRIL 6, 2021

Customer engagement now happens beyond the contact center. 2020's Digital Reckoning means customer expectations have changed for online interactions with their favorite brands. As demand for better digital experiences grows, it provides the chance to add more feathers to a brand’s bow when it comes to customer engagement.

Customer Acquisition 104

Customer Acquisition Contact Center Customer Expectations CX 104

Intercom, Inc.

JULY 15, 2021

By combining Intercom’s Business Messenger with other marketing and sales tools in your tech stack, you can create scalable, sophisticated processes to de-anonymize web traffic, score potential leads, route them to the right people, and enable reps to communicate with prospects in the most effective way possible.

CRM 232

CRM Sales Start-ups Innovation 232

Intercom, Inc.

NOVEMBER 24, 2020

The features combine to allow for sophisticated ticketing workflows behind the scenes, but with all the advantages that make our Messenger so popular with customers. Effectively, a ticketing system collects every customer query that arrives, whether it comes via a messenger, email, or other channel. Defining a ticketing system.

Engineering 211

Engineering Start-ups Customer Experience 211

Intercom, Inc.

OCTOBER 13, 2022

Meet the five brand-new product innovations that will drive up customer engagement this fall – including our biggest messenger update yet. First, a completely redesigned Messenger inspired and guided by our customer’s feedback, unlike anything our industry has seen before. The last year hasn’t been easy.

Start-ups 118

Start-ups Machine Learning Engineering Customer Satisfaction 118

Intercom, Inc.

JANUARY 13, 2021

Our response was to create a reliable, convenient channel for positive experiences – the Business Messenger. And what we’ve seen is that the Business Messenger is so effective for this purpose because it enables “conversational experiences” in a way that other channels struggle to emulate. The evolution of communication .

Technology 243

Technology Technology Customer Experience 243

Intercom, Inc.

AUGUST 12, 2020

Fast and personal messenger-based conversational support tools that offer a high-quality, delightful customer experience, but which can lack the underlying flexibility to accommodate the complexities of every type of business. Ticketing meets the Messenger. So does this mean we’ve introduced ticketing?

Start-ups 249

Start-ups Customer Experience Customer Service 249

Intercom, Inc.

MAY 8, 2018

With our redesigned Messenger , businesses can do so much more than chat. The next generation of messengers will be built to help businesses accelerate growth by actually helping teams do work, like process payments or schedule meetings. It means messengers are no longer just for customer facing teams. Define your goals.

Start-ups 176

Start-ups Sales 176

Customer Think

AUGUST 16, 2021

Digital transformation is advancing at breakneck speed, helping businesses become more competitive, resilient and profitable. In fact, a recent Deloitte survey found 69% of surveyed leaders plan to increase their financial commitments to digital transformation, particularly in response to the pandemic.

Technology 72

Technology Technology Customer Loyalty 72

Intercom, Inc.

JULY 8, 2020

Conversational support engages our customers with a messenger-based experience that’s at once personal and efficient. “Conversational support engages our customers with a messenger-based experience that’s at once personal and efficient” It’s enabled us to build strong customer relationships, from our earliest days to now.

Social Media 203

Social Media Contact Center Customer Expectations Gaming 203

Intercom, Inc.

JUNE 6, 2018

We see the demand for action clearly in our data: 1 in 7 conversations in the Intercom Messenger links out to forms, meeting scheduling services, surveys, video conferencing tools, articles and other similar resources. Thankfully, we’ve built ways to help you do all of that in our messenger. I’m booked then. Tuesday OK?”.

Sales 179

Sales Start-ups B2B 179

Intercom, Inc.

MAY 18, 2021

They found that: Messenger-based support is now the second most used support channel. 58% of respondents believe that customers prefer conversational, messenger-based engagements with brands. Messenger-based support is now the second most used support channel, overtaking phone and in-person support.

Customer Retention 210

Customer Retention Business Growth Customer Satisfaction Technology 210

Qualtrics

FEBRUARY 3, 2020

Facebook Messenger is one of the most popular ways to talk to brands with 67% of consumers saying they intend to use it to interact with companies they buy from. Introducing the Qualtrics + Facebook Messenger integration. Closing the loop is a wonderful thing, isn’t it? One key channel where they do that is Facebook.

Close the Loop 31

Close the Loop Omnichannel AI Customer Feedback 31

Intercom

NOVEMBER 28, 2023

Even with the move towards messenger-based and self-serve support, a lot of customers still like to have the option of phoning a business. Messenger calls Teammates can seamlessly transition a messenger conversation into a voice or video call – and even use screen-sharing – without exiting the conversation.

Customer Service 85

Customer Service AI Customer Experience 85

Intercom, Inc.

MARCH 27, 2018

Yet our success there is becoming clear – in the last Y Combinator batch, 84% of all companies with a messenger or live chat product on their site used Intercom. Reinventing our invention – the next evolution of the Business Messenger. This will be the biggest evolution yet, because it redefines what a messenger is and what it can do.

Artificial Intelligence 224

Artificial Intelligence Machine Learning Start-ups Sales 224

Intercom, Inc.

AUGUST 6, 2018

In this guest post, Kwindla Kramer of Daily.co , a 1-click video calling provider, explains how they built a new app for the Intercom App Store to give sales and support teams instant video calls in the Intercom Messenger. Our first step towards building an app was to explore the Messenger APIs and developer documentation.

Real Estate 130

Real Estate Start-ups Sales 130

Intercom, Inc.

SEPTEMBER 22, 2020

HubSpot ’s CEO and co-founder Brian Halligan says that conversational relationships – building relationships with customers through personalized, messenger-based experiences – is the answer. People live in Slack, they live in the messenger. At Intercom, we call these types of personal interactions conversational experiences.

Gambling 211

Gambling B2B Education Business Growth 211

Conversocial

SEPTEMBER 23, 2021

Hello and welcome to The Conversation Round-Up where I sift through the latest news and trends in messaging, automation and customer experience to bring you the stories that matter.

Customer Experience 59

Customer Experience Customer Service 59

Intercom, Inc.

JULY 6, 2022

IT administrators can grant support managers access to edit another teammate’s away status (when they are away from the messenger or busy) without permitting full access to permissions and seats. Ease team management with more teammate permissions.

Start-ups 210

Start-ups Customer Retention 210

Intercom, Inc.

AUGUST 3, 2020

Giving their clients an easy way to get support – via Intercom’s Business Messenger – is a key part of their solution. Many of their clients are under a great deal of stress and the Messenger is a simple way to reassure them that the team stands ready to help if they need it. ” Support that feels personal and efficient.

Government 211

Government Non-Profits 211

Zendesk

SEPTEMBER 8, 2021

You quickly get a prompt to order the boots via Facebook Messenger. This interaction was speedy, seamless, and done right through the Messenger platform—thanks to the help of a Facebook chatbot. Secure purchasing: Enable customers to make purchases right through the Messenger application. Benefits of Facebook Messenger chatbots.

Customer Service 98

Customer Service Net Promoter Score Artificial Intelligence Social Media 98

Intercom, Inc.

MARCH 9, 2021

The world’s most customer-centric teams are turning to conversational, messenger-based support – and you can learn the proven strategies to do the same in our newly published Ultimate Guide to Conversational Support. With customer expectations soaring higher than ever, how do you achieve fast, meaningful support, at scale?

Customer Expectations 170

Customer Expectations Customer Experience 170

Intercom

AUGUST 11, 2022

Armed with a messenger with automation and self-serve capabilities, your team will be empowered to deliver the exact support customers need, at the precise moment they need it – while they’re using your product, app, or service. You’ll learn: Why providing in-the-moment help with a modern messenger is a key competitive advantage.

Customer Loyalty 118

Customer Loyalty Start-ups Customer Expectations Customer Experience 118

Intercom, Inc.

AUGUST 24, 2022

How we’ve improved and innovated on our Messenger to help your business drive growth at scale. At New at Intercom, you’ll hear from industry leaders, get an exclusive peek at our latest products and features, and explore the growing importance of effective customer engagement.

Customer Retention 191

Customer Retention Engineering Innovation Event Production 191

Intercom, Inc.

JUNE 22, 2022

A customer logs into their account, visits the payments page and starts a conversation in the Messenger. They visit the company’s website, open the Messenger, and enter their account number. If they’d like to make a change to the order, they can do so without speaking with an agent. Utilities: Checking a meter reading.

Invoicing 218

Invoicing E-commerce Customer Satisfaction Start-ups 218

Intercom, Inc.

JULY 9, 2018

At a high level, our process looks like this: Having recently led our sales enablement efforts for our new Messenger , I’ll use that launch to illustrate the exact steps I followed to set our sales team up for success. Upgrading to our new Messenger was free. Assess the complexity of the new feature.

Sales 154

Sales Start-ups 154

Intercom, Inc.

AUGUST 10, 2018

This week we launched Custom Bots , a powerful new way to build completely customizable chatbots that work right in the Intercom Messenger. The rise of messengers. Here at Intercom we believe that the future is one where all businesses will have a messenger on their website and their app. The evolution of bots.

Sales 112

Sales Start-ups Gaming Technology 112

Intercom, Inc.

SEPTEMBER 22, 2021

That’s the simple thinking behind the latest update to our Messenger, released today. Our newly redesigned Messenger experience ensures customers can get the support they need, more conveniently than ever. We’ve embedded the full help center experience in our Messenger. A full-fledged Articles experience in the web Messenger.

Start-ups 194

Start-ups Customer Relationship Customer Experience 194

Intercom, Inc.

NOVEMBER 13, 2018

Messengers and live chat are an ideal channel for self-service. For example, if you’re creating an FAQ article to address popular holiday questions, you can highlight the content to customers in the Messenger instead of making them search for it. With Messenger, you can set clear expectations for holiday shoppers.

B2C 183

B2C Engineering Start-ups Customer Expectations 183