Intercom introduces new customer service and insights products

New Intercom Surveys and Switch aim at expanding the omnichannel service experience.

Chat with MarTechBot

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.

Get MarTech! Daily. Free. In your inbox.

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

About the author

Chris Wood
Chris Wood draws on over 15 years of reporting experience as a B2B editor and journalist. At DMN, he served as associate editor, offering original analysis on the evolving marketing tech landscape. He has interviewed leaders in tech and policy, from Canva CEO Melanie Perkins, to former Cisco CEO John Chambers, and Vivek Kundra, appointed by Barack Obama as the country's first federal CIO. He is especially interested in how new technologies, including voice and blockchain, are disrupting the marketing world as we know it. In 2019, he moderated a panel on "innovation theater" at Fintech Inn, in Vilnius. In addition to his marketing-focused reporting in industry trades like Robotics Trends, Modern Brewery Age and AdNation News, Wood has also written for KIRKUS, and contributes fiction, criticism and poetry to several leading book blogs. He studied English at Fairfield University, and was born in Springfield, Massachusetts. He lives in New York.

Get the must-read newsletter for marketers.