Intercom is a popular messaging platform that can be used to connect your customers and team members. In fact, it's used by many companies as their primary customer support tool. One of the reasons it’s so popular is because Intercom can be customized and enhanced with many different app integrations that extend its functionality.
In this post, we'll cover some of our favorite Intercom integrations and explain how you can use them to get the most out of this powerful tool for your business.
What is Intercom?
Intercom is a platform for managing customer relationships. It's a CRM (Customer Relationship Management) tool that lets you manage all of your customers in one place, so you can keep track of what they've purchased and what they're interested in. It also allows you to send automated messages to customers based on their behavior, so it's pretty much like having your own personal assistant!
How does it fit into customer support workflows?
The best way to think about Intercom is as a software that can be plugged into your existing workflow rather than as a standalone product. That's because it doesn't provide the full range of functionality you need in order to run your business; it just helps you improve the way you do things already.
For example, Intercom can't handle billing or accounting for your company. But what it does do is make sure that when someone has an issue with your product or service and reaches out to you via email or chat, they're able to get a response faster than they would have otherwise.
And if your support agents don't respond fast enough? Intercom will remind them later on that they haven't replied yet, so there's no chance of customer issues slipping through the cracks between messages without being noticed by someone on your team who can help them out.
You can also extend the functionality of Intercom with various app integrations. We will look at integrations shortly, but first, let’s go over the best features native to Intercom and see what it can do right out of the box.
Best features of Intercom
With Intercom, you can set up a chatbot to handle simple questions from your customers. The bot can then direct the customer to the right place in your app or website for further help. This saves you time by not having to answer each question individually.
Onboarding features help you onboard new users quickly and easily. You can ask customers to enter their email address and phone number right after they sign up so that they have access to these important details later on. You can also send them a welcome email that contains links to different parts of your app or website so they don't have to guess where they should go next.
The Help Center is a place where customers can go if they have questions about how something works in your app or website. You can put together articles explaining how different things work and link them to other parts of your site so that customers can easily find answers without having to wait around for someone from support.
DMs with users
DMs allow you to send messages to users directly from Intercom's interface, rather than having to switch over to another app like Messenger or WhatsApp for communication purposes. This makes things much easier for all parties involved.
Features missing from Intercom
No level two and level three customer support
Intercom doesn’t have a built-in feature for escalations, so for level two and level three customer support, you will need to use an integration.
No cobrowsing feature
If a customer wants to show you something on their screen or have you cobrowse with them so that you two can fix issues collaboratively, they won't be able to do that in Intercom. Instead, they'll have to send screenshots or links over email or text message. This makes things more complicated for both parties involved, and it's not an efficient use of time or resources if you need to share multiple links back-and-forth over several days before coming up with a solution together! There are a few good integrations that offer cobrowsing.
No session replays
Intercom doesn’t offer session replays, which are an essential tool if you want to understand how users are actually behaving in your product. Session replays are video-like recordings of user sessions within your product. You can watch them to see exactly where a user clicked on something, what pages they visited, what bugs and issues they encountered, and what pain points were so frustrating they abandoned your app altogether. They’re very powerful when it comes to providing proactive customer support (because you can watch a session replay and reach out to a user you see they’ve encountered an issue — even before they’ve reached out to you about it) and product development (seeing bugs and issues in context makes it easier to recreate and fix them, thereby improving your app). There are integrations for this, which we’ll delve into shortly.
Can’t call users
Another drawback is that you can't call users directly through Intercom. You have to go into their profile, locate their phone number, and then call them another way. This can be inconvenient if you're having an issue with a customer and need to talk about it right away — especially if you want to call them and cobrowsing with them in your app. Fortunately, there are integrations that can add this functionality to Intercom.
One of the best things about Intercom is that it can be extended with various app integrations. This means that you don't have to rely solely on the features and functions that Intercom provides, but you can add new features, functions, and integrations to your platform as well.
By using an Intercom CRM integration, or several, companies can keep up with their competitors without having to reinvent themselves every time something new comes out. It also makes it easier for developers who aren't familiar with the product base of Intercom to build upon existing functionality and add their own unique ideas into the mix.
Let’s look at some of the best intercom integrations for customer support and see how each one works and how it can help you take your customer support to the next level.
Fullview - cobrowsing and session replays (coming soon)
Fullview is an easy-to-use integration that allows you to add co-browsing, session replays, and customer calling from within Intercom. Plus, Fullview enables you to provide level two and level three customer support, which is a game-changer for any company.
With Fullview, you can create a seamless experience for your customers by giving them the ability to talk directly with your team. This means that customers will be able to get help faster, which can result in increased revenue for your company and a plummeting churn rate!
Fullview is a revolutionary new tool and deserves its own section so that we can go over some of the best features packed into this one Intercom integration.
Features and benefits of Fullview
Fullview offers a number of great features that can enhance your experience with Intercom. Some of the best features of Fullview include:
No need to download anything and neither do your users. You only have to copy a few lines of code to install Fullview on your app, and this installation takes no more than 10 minutes.
Your data is encrypted and stored on servers within the EU.
Fully GDPR compliant
As one of the only cobrowsing and session replay vendors in Europe, Fullview is fully GDPR compliant.
Fullview Replays allows you to watch video-like recordings of user sessions right from Intercom. Your support agents can quickly see customer bugs and issues in context — even before a user reaches out to them with a problem. They can offer proactive support that’s fast, efficient and eliminates the friction typical of these interactions. No more screenshots, long email chains or ‘please describe the issue you are having’ requests. They can also see console information (like network, divide and user journey info) on a side panel within a session replay and easily filter by errors, warnings and logs.
Cobrowse your customers in-app with Fullview. You’ll never have to send them a Zoom link again — you can call them directly within your app at the touch of a button.
With cobrowsing, a support agent and user can browse and control a screen together. This means that they can solve issues collaboratively. Instead of describing how a user should complete a step, fill a form and use a feature, a support agent can now send a cobrowisng request straight from Intercom’s inbox and guide the user through the process or even complete it on behalf of the user with necessary. They can also see console information (like network, divide and user journey info) on a side panel within the call and easily filter by errors, warnings and logs.
Live chat and async support
These two features, encapsulated in Fullview’s cobrowsing and session replay capabilities, allow you to talk to with your users directly from Intercom without leaving your existing workflow or asking a user to leave your app to hop on a Zoom call or join a link.
Fullview also provides tools, specifically Fullview Console, that allow you to troubleshoot issues with no effort or delay. You can easily see console information like device, network and user journey in an easily accessible side-panel on a call or when watching a session replay. We provide convenient filtering for errors, warnings or logs, so support agents will always have all the information they need to tackle customer issues at their fingertips.
On top of all these great features, Fullview is available in both freemium and paid plans, so you can choose the one that works best for your budget and your business needs.
If you're looking for a single tool to integrate all of your customer support tools, Zapier is the way to go. It allows you to create custom "zaps" (Zapier's word for automations) that automate tasks in different apps.
For example, if someone replies to a support ticket from Intercom, Zapier could automatically send them an email with specific information about the issue and then forward their response back to Intercom for a follow-up.
Statuspage is a service that allows you to monitor your website's performance and alert your customers in real-time when something goes wrong. You can also receive notifications about outages, security issues, and server maintenance.
You can also integrate Statuspage with Intercom to give your customers the ability to report incidents directly from the Intercom dashboard. This integration means that you can add status updates as part of your account management workflow, so you don't have to worry about keeping track of them separately.
Nicereply is a tool that lets you respond to users who email or chat with you on Intercom in real-time, no matter where they are in the world. This means that if someone contacts you on Intercom, Nicereply will send them an instant message back, even if they're not connected to your business's Facebook page or Twitter account.
In addition to answering questions and solving problems, Nicereply can also be used as a sales assistant by offering discounts or other special offers to your customers, subscribers, and followers when needed. This can help with attracting repeat business and converting email leads. The platform also allows you to collect customer feedback surveys which are invaluable for gaining customer insights.
Blendo is a full-service customer support platform that integrates with Intercom. Its unique functionality allows you to create complex workflows within the platform so that agents can respond to customers in real-time. Blendo also allows teams to connect across multiple channels at once, such as email, chat, and social media.
With Blendo, you can set up rules to automatically send notifications when someone completes a task or when they interact with your bot. You can also create rules that send notifications based on other criteria, like email activity or chat activity.
Polytomic provides a single place to manage all your customer interactions. You can use Polytomic to respond to all of your customers’ questions, whether they are asking about the status of an order or inquiring about pricing.
The platform also allows you to keep track of the interactions that have already taken place between yourself and a given customer, so you can reference them whenever necessary. The platform doesn’t feature session replays, but it’s the next best thing.
Calendly is a web-based booking tool that allows you to manage your appointments online. Calendly integrates with Intercom to help you keep track of your customers and their upcoming bookings.
Once the integration is set up, you'll be able to see how many current or future appointments each customer has scheduled, as well as any relevant information for each appointment, such as who they're meeting with and where it's being held.
Chargebee is a subscription billing platform that allows you to accept payments from customers, manage subscriptions and invoices, automate your sales process, and more. You can use Chargebee to create and manage pricing plans, add new customers, and automatically bill customers.
You can also use Chargebee's automation features to send emails and text messages to your customers at specific times, such as when their account is about to expire, which can help boost your loyalty and retention rates.
Productboard is a product management tool that helps you create and communicate your product strategy. With the Productboard Intercom app integration, you can keep track of the conversations happening about your products in Intercom and create new products in Productboard.
Another handy feature is that when someone sends an email to your support channel, Productboard will automatically send them a notification via Slack or HipChat. This way, your customers will know that they are in good hands right away, which will make a positive impression from the get-go.
Plecto is another customer support platform that integrates with Intercom. It's great for providing support to your customers because it connects your marketing and sales teams to the customer support team in one convenient place. Plecto also allows you to create chatbots, call centers, self-serve portals, and more for your customers.
Plus, with Plecto, you can create a customer profile for each customer or prospect. You can then use that profile to send marketing messages, engage in conversations, track their activity on your website, and more, which allows you to provide a higher quality customer support experience to your users and target audience.
Intercom is a customer support platform that helps businesses communicate with their customers. It's one of the most popular platforms for customer support, and it's easy to see why: Intercom lets you set up automated messages and notifications based on your customer's actions, so you can offer the right help at the right time.
It also features a direct messaging feature that lets you talk directly with your customers without having to schedule a meeting or call them on the phone. This makes it an ideal choice for companies that don't have time to schedule meetings but need more personal interaction with customers than they'd get from an email response.
All things considered, Intercom is a great CRM, but it's missing a few important features like co-browsing, session replays, customer calling, and most importantly, level two and level three customer support. However, with the Fullview Integration, you can add all of these missing features and much more so that you can get the most out of your Intercom experience and provide the very best support to your customers.
Interested in trying Fullview's session replay and cobrowsing features for yourself? Sign up today to give them a go!