December 2022 Summaries

Intercom reflects on its 2022 year in review, highlighting key events such as hosting global virtual events, publishing content on customer support and retention, and exploring the role of emojis in business messaging. The company also discusses emerging trends in customer service, including innovation units and personalized experiences at scale. Additionally, Intercom delves into topics like phone support evolution, in-context customer service, and its own scalability to meet enterprise needs. The year concluded with the emergence of AI chatbots like ChatGPT, which is expected to transform the industry.

Intercom has been recognized as one of the best solutions in several Customer Service categories by G2's Winter Reports 2023, earning a total of 101 badges and awards. The company was named a leader in all eight categories it participates in, including Chatbots, Live Chat, and Conversational Support, and received several Momentum badges for achieving positive movement over the last year. Intercom's Best Usability award for the Digital Adoption Platform category is also new this season. The recognition is based on responses from real users who have reviewed Intercom on G2, a software review site that provides authentic peer reviews to help buyers make informed decisions. Users have praised Intercom for its ease of use, effectiveness in enriching customer experiences, and impact on their businesses. These awards are valued for their authenticity, as they are based on vetted and verified reviews from actual users around the world.

The study surveyed 1,000 US customers across generations to understand their expectations from businesses in 2023. The key findings include a strong preference for feeling valued by companies, with three-quarters of customers reporting this as a top factor in continuing to do business with a company. Customers also prefer tone and style of communication that is professional yet personalized, with a preference for shorter messages and emojis used judiciously. When it comes to channels, customers want businesses to communicate with them through direct messaging and text messages, similar to how they talk to friends and family. However, automated phone systems are the most disliked mode of communication. Personalizing customer support means knowing what level of personalization customers are comfortable with when it comes to their data, with sensitive data being a sensitive subject for many consumers. The study also highlights the importance of understanding customers' needs and responding in a timely manner, with 66% of consumers saying they would leave a business if their issues were unresolved. Overall, the study emphasizes the need for businesses to offer world-class customer experience by matching their tone to their audience, using the right channels, and responding thoughtfully to customer inquiries.

The past year has seen significant developments in the Intercom platform, with a focus on enhancing customer experience and support capabilities. The company's most customizable Messenger yet was released, allowing teams to fully personalize their messaging experience. Additionally, tickets were introduced as a new way to use Intercom, providing a next-gen support solution for efficiency and speed. The Inbox was also transformed into a modern and intuitive tool with blazingly fast load times, collaborative features, and customization options. Furthermore, the visual bot builder was released, enabling teams to create sophisticated chatbots quickly without technical knowledge. Custom Actions and Custom Objects in bots were introduced to boost self-serve resolution rates by accessing information from other tools. The Switch feature allowed customers to switch between phone calls and messaging for support, while Intercom Surveys provided invaluable customer insights through automated workflows. Finally, the ability to manage Instagram messages directly within the Intercom Inbox was also made available. These updates demonstrate Intercom's commitment to improving its platform and providing a more delightful experience for its users.

Intercom's "Make it feel personal" principle emphasizes creating experiences that are conversational, personalized, and tailored to individual needs. This principle is crucial in designing omnichannel customer service solutions that prioritize user convenience, comfort, and satisfaction. By applying this principle, Intercom aims to provide a distinctly personal touch to every change made to its product, leveraging automation, future tech, and design thinking to create delightful experiences that drive efficiency, trust, privacy, security, and improved customer satisfaction.