Intercom introduces new customer service and insights products

Today, customer engagement software company Intercom launched two new products – Surveys, a real-time insights tool, and Switch, a tool that transfers customers from a phone queue to Intercom’s Messenger support. They also announced a redesign of their popular Intercom Inbox.

Intercom counts more than 25,000 organizations who use their Engagement OS platform, including Amazon, Lyft Business and Atlassian.

The Surveys tool aims at helping orgs gain actionable insights from customers through targeted personalized messaging. Surveys is connected with the customer service workflow and allows a business to set up a survey that will help create a tailored onboarding experience for the customer. Or, it can use triggers like NPS scores to immediately bring about new actions or engagements with customers.

The new Switch tool enables support teams to give customers the choice between phone support or Intercom’s Messenger when they call in, all toward providing an omnichannel support experience.

Why we care. There’s nothing worse than having to wait for service and feel like there’s no other option but to continue to wait. An omnichannel experience shouldn’t just be limited to the multiple ways that marketers can nudge customers – it should also be an omnichannel experience for the customer to get the service they need.

Plus, with better engagement, marketers gain insights from what their customers actually say on these service channels.

Dig deeper: Intercom brings new features to customer conversations