Help Scout

AUGUST 22, 2023

If you're struggling to manage email with Google Collaborative Inbox or Outlook Shared Mailbox, learn if upgrading to a shared inbox might be right for you. Read the full article

Outlook 75

Outlook 75

Help Scout

JULY 8, 2021

And if you’re in the market for a free support tool, you may well stumble across Google Collaborative Inbox. What is Google Collaborative Inbox? Google Collaborative Inbox is a free, shared mailbox tool commonly used by teams looking to add structure to their support efforts. The advantages of Google Collaborative Inbox.

Outlook 115

Outlook Start-ups Customer Service Customer Expectations 115

Intercom

NOVEMBER 28, 2023

Teams can use phone calls, video calls, and screen sharing to troubleshoot
customer issues faster, natively from the Intercom Inbox, just like any other conversation. Phone calls Intercom can provide a phone support number, or help port over an existing number so your team can receive inbound calls directly in the inbox.

Customer Service 85

Customer Service AI Customer Experience 85

Intercom, Inc.

NOVEMBER 30, 2022

Create a seamless, multichannel onboarding experience or use email alongside in-context messages to share announcements and drive action. Power up your conversations with custom objects in the next-gen Inbox. Send one-to-one WhatsApp messages directly from the Inbox. Streamline your email inbox by removing conversation history.

Start-ups 104

Start-ups CRM Customer Satisfaction 104

Intercom, Inc.

JANUARY 12, 2022

As a product manager working on our Inbox , I have both internal (our Customer Support team) and external customers. When they’re not “inboxing” you can usually find them on Slack , helping each other out and collaborating with other teams. “Due Choose a feedback channel that’s convenient for respondents.

Customer Feedback 118

Customer Feedback Start-ups Engineering Customer Satisfaction 118

Intercom, Inc.

JANUARY 31, 2023

Our beta customers have been particularly excited about the Summarize feature over the last few weeks: “The AI Inbox summarization feature is great for catching up on conversations my colleagues have had with users, and also for quickly entering a summary into our bug tracking system. Our team has been using the new AI Inbox features a lot.

AI 188

AI Start-ups Technology Technology 188

Intercom, Inc.

NOVEMBER 24, 2020

Intercom’s ticketing workflow: Messenger + Inbox + Reporting. Then, you can use that info to share context between teammates, create views to track different types of requests, and use rules to automate your repetitive tasks. You can also use conversation data attributes to create advanced Inbox views. Triage issues using rules.

Engineering 211

Engineering Start-ups Customer Experience 211

Intercom, Inc.

AUGUST 12, 2020

That painful choice ends today as we unveil an array of new features that range from advanced ticketing workflows to new Inbox views, from beefed-up Reporting dashboards to sophisticated asynchronous support. These are deep, powerful features that significantly uplevel the Intercom experience across the Inbox, Messenger, Reporting, and more.

Start-ups 249

Start-ups Customer Experience Customer Service 249

Intercom, Inc.

JULY 15, 2021

In addition to easy meeting scheduling from the Intercom Inbox, Chili Piper ’s advanced automated routing and scheduling ensures that meetings are sent to the right teams and fairly distributed across team members, giving your reps, prospects and customers a seamless experience. Two of our favourites at the moment are: . Chili Piper.

CRM 232

CRM Sales Start-ups Innovation 232

Help Scout

JUNE 10, 2021

In order to create an environment conducive to collaboration, you need the right tools — and one of the most important is a team inbox. What is a team inbox? A team inbox is a shared mailbox where multiple agents can manage and collaborate on customer conversations from a single email address (support@, help@, etc.).

Sports 118

Sports Start-ups Customer Relationship Customer Service 118

Intercom, Inc.

JUNE 2, 2021

A well-crafted problem statement ensures the team shares an understanding of the core problem your customers are facing. Example 1: Inbox 2. A forthcoming feature we’re working on is the Inbox 2 initiative, which will substantially change the way the Inbox looks and feels for the user. Why do they want it? .

Innovation 251

Innovation Start-ups Omnichannel NPS 251

Intercom

FEBRUARY 21, 2023

One such experiment took place last year in the run-up to the launch of our next-generation Inbox , when we chose to dedicate a team of specialists to handling questions specific to the new product. The next-gen Inbox represented a total rebuild and redesign of our core Inbox product. What was our goal?

Customer Service 59

Customer Service Customer Feedback Start-ups Customer Satisfaction 59

Intercom, Inc.

DECEMBER 14, 2022

Proactively support your customers before they ever need to reach out to your team by sharing product, event, and company announcements within the new News section of the Messenger. . Embrace speed and scale with our next-gen Inbox. Learn more about handling your Instagram conversations right from the Intercom Inbox.

Customer Satisfaction 104

Customer Satisfaction Customer Feedback Gaming Customer Service 104

Intercom, Inc.

NOVEMBER 17, 2021

Our latest integration allows you to keep the same rules and processes you have set up in your Intercom Inbox while handling conversations from WhatsApp. Here are just some of the highlights: Create and view Salesforce cases using your existing record types without leaving the Intercom Inbox. Optimize your configuration.

Customer Feedback 222

Customer Feedback Start-ups Omnichannel Customer Satisfaction 222

Customer Think

JANUARY 19, 2022

It makes sense that you want to reach your customers where they spend a lot of time: the inbox. But what kind of information can you share with your readers? Source: Canva New and established companies are getting on board with email marketing. Anything they’d find useful or can promote your brand. There’s really no […].

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Zonka Feedback

NOVEMBER 22, 2023

By integrating your survey tool with your team's shared inbox of Front, you can streamline communication and bring together the entire team on a single customer communication platform. Front is a popular Customer Operations Platform that enables you to bring all your customer conversations into one place. With Front, you can:

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Intercom, Inc.

MARCH 16, 2021

Below, we share the latest and greatest proactive support strategies – including how to automatically identify recurring customer issues, preemptively resolve customer queries with targeted messages, and ultimately, position support as a core value driver for your business.

E-commerce 201

E-commerce Education Customer Satisfaction Start-ups 201

TeamSupport

APRIL 23, 2024

TeamSupport provides a unified approach to customer support, providing data-driven insights, knowledge sharing, and analytics at scale. The Community Forum is also available to customers, encouraging customers to exchange insights and share information with each other.

Manufacturing 52

Manufacturing Technology Technology Predictive Analytics 52

Help Scout

JULY 6, 2021

If you’re using a shared Gmail or Outlook mailbox for support, a shared inbox tool can improve your agent and customer experience significantly. But because there are so many shared inbox tools on the market — many with very similar functionality — it can be hard to decide which tool is right for your team.

Social Media 65

Social Media Start-ups Outlook CRM 65

Help Scout

JUNE 24, 2021

Many help desk tools have similar feature sets; things like a shared inbox and reporting tend to be pretty standard. Help Scout started out as a shared inbox tool but evolved into a complete support platform over the last 10 years. Zoho Desk has a host of features like a shared inbox, phone integration, and chat.

Omnichannel 84

Omnichannel CRM Start-ups AI 84

Intercom, Inc.

MAY 6, 2020

A separate bot inbox : Help your team focus on just the conversations that need human attention. Keep the conversations being handled by the bot in a separate inbox. Share news and updates with your customers through in-app chats and posts (previously known as notes), which are now easier to find and create.

Start-ups 129

Start-ups Customer Retention 129

Intercom, Inc.

OCTOBER 24, 2018

With more than 30,000 customers and 100 people on the Customer Support team, we’ve come a long way from the team of just nine when we first shared a blog post on using Intercom to support our customers. Making smart use of Intercom’s Inbox routing rules, internal notes and @mention features are also great time savers for your team.

Machine Learning 178

Machine Learning Technology Technology Innovation 178

Intercom, Inc.

MARCH 25, 2020

With well managed saved replies, this becomes much easier, as you only need to update the information in one place, and it’s immediately accessible to your team in the Inbox. Another approach is to let assignment rules send those conversations to a dedicated inbox where they can get more urgent support. Share the load.

Start-ups 160

Start-ups 160

Zonka Feedback

JULY 3, 2023

Integrate your NPS Tools with Front to view your Net Promoter Score in your team's shared inbox. Here are the top NPS Tools for Front for quick responses syncing, easy tracking, and faster resolution.

Net Promoter Score 52

Net Promoter Score NPS Customer Loyalty 52

Intercom

NOVEMBER 30, 2021

It also integrates with other tools in your business’s tech stack so you can work seamlessly with other customer-facing teams – like marketing, sales, and product – to help, delight, and retain customers all from one inbox. Below, we’ll share everything you need to future-proof your tech stack for the new conversational support era.

E-commerce 124

E-commerce Social Media Engineering Start-ups 124

Intercom

NOVEMBER 16, 2023

Inbox: Time is a scarce resource for customer support agents. Intercom streamlines workflows by making it incredibly easy to use articles within the inbox. Agents can quickly search and share relevant articles with customers, saving time, improving efficiency, and boosting customer satisfaction.

AI 87

AI Engineering Start-ups Customer Service 87

Intercom, Inc.

APRIL 6, 2020

To help essential workers providing COVID-19 relief, UK peer-to-peer car sharing service Hiyacar has made its service free to National Health Service (NHS) workers and other key individuals. The time for peer-to-peer car sharing is now. Our tech guys are on there all the time, our developers, our designers, our growth team and more.”.

Customer Satisfaction 220

Customer Satisfaction Start-ups Technology Technology 220

Help Scout

AUGUST 22, 2023

Shared inboxes are great for team collaboration, but not all tools are the same. If Missive isn’t right for your team, try one of these Missive alternatives. Read the full article

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Intercom

DECEMBER 5, 2023

Engagement Spotify Wrapped uses colors, patterns, and music to make the data it’s sharing more appealing. Sign up here for more insights, stories, and predictions from the world of customer service, sent straight to your inbox every two weeks. This blog post is repurposed from an Intercom newsletter introduction.

AI 97

AI Customer Service Customer Experience 97

Intercom, Inc.

AUGUST 25, 2021

Start outbound conversations from the Inbox. While much of a support team’s time is spent responding to inbound conversations in the Inbox, sometimes they need to initiate outbound conversations with customers or external partners as well. Improved mobile features.

AI 129

AI Start-ups Sales Technology 129

Zendesk

FEBRUARY 8, 2022

As Vimeo’s customer base grew over the years, they found that their traditional support tools—phone and shared inbox—would not scale due to the manual effort required. Vimeo is a SaaS company at the forefront of the video industry, empowering video creators with the tools and technology they need to succeed with video.

Construction 98

Construction Technology Technology Customer Experience 98

Comm100

JANUARY 12, 2021

As a support agent, when the first thing you encounter on a regular office day is an overflowing inbox with nothing but customer grievances and queries, a subtle frown finds its way on your forehead. So, what is the best way to keep your inboxes clutter-free without missing out on any customer query or complaint?

Social Media 52

Social Media Customer Satisfaction Customer Loyalty Customer Service 52

Intercom, Inc.

JANUARY 20, 2021

But have you shared that knowledge with your customers? For example, looking through all the messages tagged with #billing in your Inbox will give you a bird’s eye view of not only the common problems themselves, but also the different ways customers can describe those same problems. When you write, use the same phrases.

Education 232

Education Engineering Sales 232

Intercom, Inc.

DECEMBER 14, 2018

We also wanted to share some tips and best practices to ensure front-and-centre placement in the prized, primary inbox. You can beat out all the competition in the inbox by grabbing your audience’s attention. You can check inbox placement directly by sending your message to it. In defence of clickbait….

Start-ups 171

Start-ups 171

CommBox

MAY 18, 2021

The most prominent features offered by unified communication solutions include: All-In-One Inbox : You can get your fax, voice messages, emails, SMS and everything else sent to a single inbox , which can be accessed on the cloud. By allowing your staff to work better from anywhere, you also save on the cost of office space.

Artificial Intelligence 98

Artificial Intelligence Social Media Technology Technology 98

Help Scout

MAY 14, 2021

used Drift and Mailgun for their live chat and shared inbox support. Reports have not only provided clarity to Brain.fm’s tracking and benchmarking of customer success, but Help Scout’s shared inbox has helped their excellent customer service team thrive. “In Measuring and benchmarking great support.

Customer Service 110

Customer Service Technology Technology 110

InteractionMetrics

NOVEMBER 3, 2023

Right now, there are 240 unread emails in my inbox — 9 of them with email subject lines for surveys – and that’s from this week alone! When customers see the word “survey” in their email inbox, it signals that the entire survey experience will be generic and inauthentic. Of course, I’m talking about the word “surveys”.

Net Promoter Score 52

Net Promoter Score Customer Satisfaction Customer Feedback Customer Survey 52